I can't speak for any other companies, but I can tell you that we are constantly discussing changes and improvements that can be made in every aspect of insurance. It's a daily discussion among managers and directors and executives. The big problem right now is that almost no one has figured out how to underwrite in the post-Covid environment. Outside of FL and CA, that's the issue that is most impacting insurers and consumers. We seem to be closer to figuring it out than the other major companies, which is why we've been profitable while no one else has been. But we're still not there yet. CA and FL are legislative nightmares for consumers when it comes to insurance.

Keep in mind, some of the things that are discussed are in response to consumer demand, even if those things might not actually benefit consumers. "Give the people what they want" is a powerful thing. For example, use of AI and customer provided photos to write certain estimates. A large segment of consumers have demanded convenience and speed when it comes to claim handling. Thus, the introduction of AI and customer provided photos. It is virtually impossible to write an accurate estimate using that format, but for the consumers who value convenience and speed above all else, it meets their needs...as far as they know. That same segment of consumers knows very little about collision repair and doesn't know that if they go this route and then fix their car, it will likely slow things down for them in the long run, not speed them up. If they go this route and don't fix their car, they will likely get a smaller check than they would have had they had their car inspected in person simply because we can't guess at what's damaged. We can only go off of what is visible in the photos.

There are definitely shops that pad estimates and work with customers to commit fraud, but there are also insurance practices that make life miserable for collision repairers. Goes both ways.