Writing a thorough and accurate estimate is one of the most important steps in the collision repair process. A well-written estimate not only ensures that all necessary repairs are captured but also keeps the customer, the insurer, and the shop on the same page, saving time and minimising disruptions. Former estimator and industry expert Ben Roberts, Senior OEC Repair Data Specialist, shares his expertise on ensuring a thorough estimate writing process and highlights key strategies and best practices for shops.
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What does the step-by-step process look like for creating an accurate and comprehensive estimate?
Gather customer information: First, you'll need the customer's information, either directly from them or from the insurer. In a DRP shop, this info might already be in the estimating system from the insurer.
Conduct a thorough vehicle inspection: Inspect the vehicle carefully, checking for hidden damage. Pay attention to structural integrity, mechanical components, and any calibrations needed for things like sensors or cameras. Tools like a dent viewer or magnet can help determine repair times and the panel material that needs to be repaired.
Document the damage: While gathering details from the customer and inspecting the vehicle, document everything with photos. The more thorough the documentation, the better it will serve you once the car is torn down. As an estimator, I overtook photos. I wanted to be as thorough as possible because the more info you have on the preliminary estimate, the better insight you have once the car gets torn down.
Create a preliminary estimate: Use your estimating software to compile an initial estimate that includes all visible damage, labour, parts, and necessary calibrations or inspections. Be as thorough as possible to limit the need for supplements later on. This is also where you start building your repair plan by identifying parts, labour hours, and reviewing OEM repair procedures.
Order parts: Depending on whether the shop is a DRP shop or not, this step may vary. Some carriers require you to wait for a full tear-down before ordering parts.
Perform a tear-down: Disassemble the vehicle to check for hidden damage and determine what repairs are needed. Make sure to take more photos if you find additional damage. If new parts are needed, order them during this step.
Review and revise your repair plan: This is where any supplements come in. If new damage is found, it needs to be added to the estimate and then the plan needs to be adjusted.
Finalize and submit the estimate: Once everything's accounted for, submit the final estimate to the customer and insurer, backing it up with your documentation and OEM procedures.
How do you ensure you're accounting for all necessary parts and labour in an estimate?
Repair planning is key here. Using estimating software to help write the estimate is only part of the planning process. Once written, the repair planning becomes a bit more "on your own." There are software solutions - like EstimateIQ and RepairLogic, as examples - that help estimators and techs find all the necessary operations and repair procedures directly from the manufacturer that need to be included in the estimate. I didn't have access to tools like this when I was an estimator, but they would have been extremely helpful.
How do you balance speed and accuracy when writing estimates?
A big part of it is knowing what to look for, which comes with experience. But using software that helps remind you of commonly performed operations can make a huge difference, even if you're a newer estimator. Following a thorough, standardised process helps ensure accuracy, and as you get more experienced, the speed will start to come naturally.
How do you handle discrepancies between an estimate and the final repair cost?
It's a bit of give and take. Having thorough photo documentation is key—it gives you something solid to refer to. It also helps to be able to point to the manufacturer's recommendations when discussing things with insurers. You can say, "This is what the OEM recommends," which makes it easier to back up your estimate.
What are the most common mistakes you see in incomplete estimates and how can they be avoided?
Estimators are often overworked, so it's easy for things to slip through the cracks. One of the most common mistakes is missing smaller, miscellaneous operations. These are tasks that the shop is doing, but they just don't make it onto the estimate. Hazardous waste fees are a big one that often get overlooked, along with OEM inspections. Then there are lesser-known operations, like recalibrating windows, that tend to get missed as well.
Key Takeaways
Writing a complete and accurate estimate requires attention to detail, knowledge of OEM requirements, and the right tools. By performing thorough inspections, utilising technology to flag missed operations, and staying up-to-date on OEM standards, estimators can streamline the repair process and ensure that all necessary repairs are identified early. In turn, this leads to satisfied customers, happy insurance partners, and a more efficient shop.
By implementing these strategies, shops can position themselves for sustained success in an industry that values both accuracy and efficiency. As technology continues to advance, software solutions will play an even bigger role in helping estimators maintain this balance. Stay informed, stay thorough, and leverage the tools available to make the estimating process as seamless as possible.
Meet the Expert
Benjamin Roberts
Senior Repair Data Specialist, OEC
Benjamin Roberts is an OEC Senior Repair Data Specialist with over 6 years of experience in the automotive repair industry. He is an expert in researching and implementing OEM repair procedures, as well as ensuring vehicles are serviced to manufacturer specifications. Ben played a key role in researching one-time-use parts within OEM procedures for RepairLogic. He currently works on developing and enhancing EstimateIQ; OEC's solution for accurate and efficient repair estimates. He leverages his hands-on shop experience to help customers optimise their repair processes and maximise profitability.
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Eight steps for a complete estimate
OEM procedures, documentation, and common missed operations
2-page article
2 sections
About 5 minutes to read
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