This document provides an overview of an Insurance Partnership Program between BMW collision repair centers and insurance carriers. The goals of the program are to reduce cycle times, increase customer satisfaction, and make repair centers more efficient. To participate, centers must complete consulting to identify areas for improvement, implement best practices, and achieve targets for critical items and overall scores. Benefits include marketing support, being listed as partnership ready, and improved insurer relations.

1. Insurance Partnership Consulting – Overview
INSURANCE PARTNERSHIP
CONSULTING.
OVERVIEW.

2. UNDERSTANDING
INSURANCE
PARTNERSHIP.

3. Insurance Partnership Consulting – Overview
What is Insurance
Partnership?
The Insurance Partnership Program
is a way to align the CCRC Network
with insurance partners, based around
common goals that benefit our
mutual consumers.
Insurance Partnership Ready shops
are committed to:
• Operating Efficient Centers
• Low Cycle Times
• Higher Customer Satisfaction

4. Insurance Partnership Consulting – Overview
Why Would an Insurance
Carrier Partner with BMW?
• Unique and Precise Procedures
for Safe & Proper Repairs
• Innovated
• First to the Market
• New Technology
–Lasers Lights
–Carbon Fiber Parts
–Structural CFRP
• Vehicle Complexity

5. Insurance Partnership Consulting – Overview
Why Would an Insurance
Carrier Partner with BMW?
• Reduce Their Liability
• Actively Monitor our CCRCs
– Consultation
– Audits 3x/yr
– Online Portal
• Hands on with our CCRCs
– Reduce Cost
– Improve Efficiency
– Standardize
• Properly Trained Technicians
• Support of BMW NA

6. Insurance Partnership Consulting – Overview
What is the
Current State?
Right now they don’t see the
difference between BMW CCRCs
and their IRF DRPs.
Collision Centers all claim:
• to do quality repairs
• satisfy the customer
• manage cost
Our claims are no
different than theirs.

7. Insurance Partnership Consulting – Overview
The Outcome of Our Current Situations.
• Inconsistency
with Repairs
• Unnecessary Delays
• Longer Cycle Times
• Added Expenses
(Process)
• Strained Business
Relations
• Jeopardize CSI

8. Insurance Partnership Consulting – Overview
How Do We Differentiate
From Other Collision
Repair Centers?
Demonstrating goal alignment
is critical to creating a partnership.
BMW CCRCs have to:
• LOOK different
• ACT different
• BE different

9. Insurance Partnership Consulting – Overview
What are the Goals of an
Insurance Carrier?
• Cycle Time Reduction
(Reduces Overall Cost)
• High Customer Satisfaction
(Customer Retention)
• More Efficient Processes
(The “How” to Achieving
Lower Cycle Times)

10. UNDERSTANDING
THE TARGETS.
INSURANCE PARTNERSHIP GOALS.

11. Insurance Partnership Consulting – Overview
Reducing Cycle Time.
LEAN Application Process
• Organization
• Visual Controls
• New Mindset
Complete Processes
• “Blueprinting”
• Supporting Documentation
Follow BMW Repair Standards
• ISTA
IMPROVEMENT
CYCLE

12. Insurance Partnership Consulting – Overview
Focus on Customer
Satisfaction.
By working together we can achieve
higher customer satisfaction through:
• A hassle free claims process
• Timely repairs
• Proper repairs

13. Insurance Partnership Consulting – Overview
Operating an
Efficient Center.
To reduce the overall cost of
restoring a vehicle and getting
the customer back into their car,
we need to develop a better way
of doing things.
The benefits of efficiency are:
• Higher technician productivity
• More consistent repairs
• Reduced claim times

14. UNDERSTANDING
THE PROGRAM.

15. Insurance Partnership Consulting – Overview
Understanding
the Program.
The goal of the program is to work
hand in hand with each CCRC to make
improvements that focus on efficiency,
and ultimately effect cycle time and CSI.
The Insurance Partnership
Workbook Includes:
– CCRC Analysis
– Best Practices
– Lean Application
– Action Planning
– Progress Score Card

16. Insurance Partnership Consulting – Overview
Understanding the Program.
Program Completion Requirements:
• Successful completion of the BMW Insurance
Partnership Program Consulting
• 100% of listed “Critical” Items Completed
• Overall Score of 91% or Better
DETAIL
NUMBER OF
DAYS
PURPOSE ACTION BY CCRC
Desk Analysis 1 day off-site Current assessment of CCRC Enrollment into Program
Center Visit 3 days on-site Current assessment review and goal setting
Marketing Visit 1 day on-site Marketing, Finance, and Technology planning 50% of Critical Items completed
Final Visit 1 day on-site
Final assessment, action item close out,
results documentation
100% of Critical Items completed

17. Insurance Partnership Consulting – Overview
Implementation of
Best Practices.
BMW NA has identified Best Practices
related to collision repair that align with
insurance carrier goals and processes.
Focusing on:
• Administration
• Estimating
• Production
• Production – Refinish
• Final Check
• Center Development
DEVELOP
STRATEGY
SKILLS
SUCCESS
SOLUTION
QUALITY
BEST
PRACTICES

18. Insurance Partnership Consulting – Overview
Implementation of
Best Practices.
• Each high performing CCRC has
areas of innovation and excellence.
• The best of the best have
become our Best Practices.
• This list will continue to grow
and develop.
DEVELOP
STRATEGY
SKILLS
SUCCESS
SOLUTION
QUALITY
BEST
PRACTICES

19. Insurance Partnership Consulting – Overview
Implementation
Process.
For each CCRC we will:
• Define
• Measure
• Analyze
• Improve
• Control
How do
we guarantee
performance?
What needs
To be done?
What is
important?
What is
wrong?
How are
we doing?
IMPLEMENTATION
PROCESS

20. Insurance Partnership Consulting – Overview
Marketing Your Results.
• Insurance Workshops
• Planned Marketing Events
for Your Customers
• BMW Supported Marketing Funds
• Growing Your Industry Presence

21. Insurance Partnership Consulting – Overview
The Benefits of
Being Insurance
Partnership Ready.
• Loaner Car Support Fund
• Additional Marketing Support
• Added to the “Insurance
Partnership Ready” List
• Improved Relations with
Insurance Partners
• Part of a More Uniformed
Network of Shops.

22. Thank you.