UK repair market value contracts £1.3bn during 2020

A comprehensive report on the UK vehicle body repair and motor insurance market by Trend Tracker, shows the total market value for UK primary vehicle body repairs has fallen by -26.6% to £3.57bn in 2020, as a direct result of the Covid-19 pandemic.

The Emerging from Covid-19 – The UK Vehicle Body Repair and Motor Insurance Market 2020-2023 Market Study, reports that accident repair volumes declined by -30% in 2020, however, as repair costs have continued on an upward trajectory, predominantly due to the increased complexity of Advanced Driver-Assistance Systems (ADAS) and an increasing number of vehicles with hybrid or electric powertrains, the financial loss to the sector is calculated at -26.6%. 

Mark Bull, director of Trend Tracker said: “Anecdotally, the volume demand for insurer-funded accident damage repairs fell by approximately 80% overnight as the initial nationwide lockdown came into effect in March, however they had steadily recovered to approximately 75% of pre-Covid levels as government restrictions eased, until November that is.

“The Trend Tracker research has monitored repair volume and values throughout the year to calculate quantitative figures that show a projected annual loss of £1.3bn in 2020 to the UK vehicle repair industry.”

Of the £1.3bn market contraction, which can readily be viewed as a direct saving to motor insurers’ claims expenditure, £5.6m is attributed to a loss of parts sales, £4.1m as lost labour sales and £2.6m as lost paint sales, with the remainder being additional and consumable items.

Meanwhile, offsetting some of the financial loss to the vehicle body repair market, the cost of repairs continues to rise year-on-year. Since 2018 to the first half of 2020, overall repair costs generated via the Solera Audatex system have increased by 10.2%, from an average of £1,860 to £2,050 per repair.

Taking a longer-term view, since 2013 overall repair costs generated via the Solera Audatex system have increased by 48.5% and they show no sign of slowing, due primarily to ever-increasing vehicle complexity.

On a somewhat positive note from a vehicle body repair industry perspective, Bull continued: “While we know that 2020 has been devastating for many businesses across all sectors, the vehicle body repair sector was very much on the road to recovery until lockdown 2.0 came into effect. However, with the excellent news that a vaccine will be available shortly, we would expect traffic volumes to return to greater levels during 2021, which should correlate to a V-shape recovery in terms of the number of accident damage claims. This is encouraging for bodyshops, although we predict that pre-Covid work volume will not return until 2022.”

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The future of repair

The sixth and final session of the ARC360 Digital Event Series – Looking Ahead – took on the broadest of subjects, the future of repair, and raised the alarm on the associated dangers of an electrified car parc.

A combination of Covid-19 and the government’s announcement that the ban on the sale of petrol and diesel vehicles will now take affect from 2030 has seen EV uptake accelerate at a profound speed during 2020.

EV sales have doubled since the first national lockdown, even surpassing diesel in some markets, but this brings with it the potential for disaster in the repair sector.

Critical

Dean Lander, head of repair sector services, Thatcham Research, said, ‘The electrified car park will grow. It is going to happen. I have serious concerns for the health and safety of the technical and non-technical workforce, because this is such a significant change and the implications could be disastrous if we get it wrong. I can’t express how critical this is.’

One area that he thinks has been overlooked by some is the 20m quarantine radius around vehicles with damaged batteries, due to their hazardous chemicals. He also warned of a harrowing scenario where one colleague rushes to the aid of another without realising electrification is a real possibility.

He continued, ‘It’s human nature, so if I were running a bodyshop today my focus would be making sure my whole team had the full awareness of the health and safety risks associated with it. It only takes one small mistake by a qualified technician in an uninformed or ill-prepared environment to create a catastrophic situation.’

Technology

But while the need to prepare for electrification is acute, it is just one aspect of wider technological revolution.

Dean was joined on the panel by Andrew Hooker, technical lead, Solus Accident Repair Centres, and Catherine Hulme, head of motor and legal supply chain management, Co-op Insurance, and both agreed the pace of progress in the sector is one of the greatest challenges they face.

Andrew said, ‘Technology has not paused because of Covid. People are still designing things and new technology is still being rolled out. People have just found new ways of working so I don’t see the pace relaxing. If anything, it will only get faster as new technologies and new entrants such as Microsoft and Apple enter the market.’

Greater support

For bodyshops, it can a daunting prospect trying to keep up. Andrew called for greater support from OEMs, many of whom have a 10-15-year strategy and could help the aftermarket by providing greater clarity around future developments, but he reminded repairers that, ultimately, investment decisions are their own.

He said, ‘One of the things that’s come out of this year is how adaptable we’ve become. Businesses are getting a lot quicker at adapting to new things. But that doesn’t mean they have to invest immediately. They should build up their knowledge base and then invest when it’s best for them.’

That was something Catherine echoed, warning against taking on too much too soon and then delivering too little.

‘We don’t always understand what a technology can do for us until we start using it,’ she said. ‘A lot of it is very expensive so we need to be selective. As with any business case, it’s looking at time to deliver and then payback. But it’s not just about cost. It’s also about customer satisfaction and I think a lot of consumer education will be required as we go through the next few years.’

Skills

Whatever comes next technology-wise, and whatever best suits an individual business, it is clear that vast levels of training will be required to prevent an already alarming skills gap becoming a chasm. The challenge is two-fold: developing the skills of the existing workforce while at the same time training those just entering the sector.

Dean said, ‘Skills is not somewhere where the industry can afford temperance. We need to invest in people.’

He pointed to figures that suggest the average age of an engineer across all industries in the UK is 38, but in the automotive industry it is 48. He warned of an impending generational challenge alongside the technical challenge, adding that managers must remember they too need training if they are to develop the leadership skills necessary to create enterprises agile enough to navigate the next decade.

Blended learning is one possible solution and has been particularly successful for Thatcham Research this year, and Dean believes its wider use could increase training while decreasing the financial and manpower burdens of traditional courses.

And perhaps there is another reason for optimism. Catherine wondered if what we consider a weakness – the flood of new technology into the sector – could be turned into a strength.

She said, ‘I think we’re missing a trick. The technology and development is attractive to young people. The roles aren’t the same roles they were, and once you explain the opportunities we have within the industry now people are interested.’

Specialisation

It does seem increasingly likely though that as the complexity within cars deepens the pool of repairers with the ability to provide a general service will shallow. Dean drew a comparison with the health sector, where general practitioners provide a basic service with specialists stepping in to handle more serious and specific cases.

He said, ‘I’ve been a long-time advocate for SMEs to choose their path because the days of being able to open your doors and take everything has gone. I’d say specialise in brand or material and become experts in something. Find your wheelhouse, get into it and stay in it, and make sure your work providers know where your wheelhouse is.’

Andrew agreed up to a point, but warned that predicting volumes becomes increasingly difficult the more you specialise, and if a business decides to specialise according to severity of damage, they could encounter problems around the accuracy of estimating.

He said, ‘The focus must always be on your customer. If you specialise, can you still continue to serve them? The customer is central to this; it’s what we’re all here for.’

Future

Looking ahead, the panellists foresaw greater focus on environmental issues, with stricter legislation coming in to enforce it, as well as a much-changed customer in terms of habits and expectations. That, they said, would drive even more digitalisation.

Dean concluded, ‘We’re reaching a time when the car can make the claim by itself and not need human interaction. It will measure the force of the impact, estimate the damage, call the insurer, notify the recovery truck if necessary, and even book itself into the right repair shop.

‘But in 10 years’ time we’ll be talking about technologies we’ve not even heard of yet.’

ARC360, in association with I Love Claims, is supported by corporate partners BASF, BMS, Copart, EMACS, Entegral, Enterprise Rent-a-Car, Mirka, Nationwide Vehicle Recovery Assistance, S&G Response, Sherwin Williams and CAPS; partners asTech, The Green Parts Specialists, Indasa, Innovation Group and Prasco; and strategic partners AutoRaise; NBRA; RepairTalks; and TrendTracker.

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Keynote interview: Rob Harper

The fifth session of the ARC360 Digital Event Series – Looking Ahead – looked back on a year of pandemic from an insurer’s perspective, and looked ahead to a post-Covid world when the claims journey might be very different to what it is now.

Taking part in the keynote interview was Rob Harper, head of claims business performance, Admiral Group, which has been trading for a quarter of a century and with more than four million customers and a repair network of over 400 sites, boasts a 50% marketshare in the sector.

He said, ‘Claims is that moment of truth for us, it brings our product to life. We recognise our supply chain as an extension of ourselves so we expect them to represent our culture and values. That can make us a demanding customer at times, but it comes from the right place.’

Highs and lows

He admitted that 2020 has posed incredible challenges that none could have foreseen, particularly around work volumes going into the network – ‘There’s no denying it’s been tough,’ – but insisted there have also been a number of positives to reflect on.

He said, ‘The resilience of the industry is a highlight. Many would have thought it wouldn’t have survived Covid. But we’re still here and we’re still repairing cars. We’ve been able to remain operational throughout and our supply chain has allowed that to happen.’

Rob said that amount of investment still going into the repair sector is another reason for optimism, and agreed with a recent ARC360 survey that found the majority of respondent expect some form of normalcy to return in the second quarter of 2021.

‘The industry is talking a lot more, too,’ he continued, ‘and ARC360 is good example of that. We’re more prepared to share insights for the greater good. That was especially true in the height of lockdown. On a personal level, I’ve been able to build working relationships with people because of Covid that I wouldn’t have otherwise, while key relationships have become even stronger.’

Perception

Even the often taut relationship between bodyshops and insurers has been softened in many cases, although there has been a perception that insurers have reaped vast financial benefits of the drop in claims and might have done more to support the industry.

Rob pointed to the £25 rebate Admiral offered policyholders, the first in the industry to make such a gesture, which added up to £110m.

‘Everyone here is incredibly proud of that decision,’ Rob said, before explaining that in fact insurers have not had the easy ride some suggest. He explained how any gains in motor have been eroded by dramatic losses in other lines, such as travel and busines interruption, while repair inflation, intense competition and a likely change in driving habits present real headwinds for the sector into 2021 and beyond.

‘It’s not necessarily a bed of roses for insurers,’ he said.

Claims

Amidst these challenges the insurance industry has evolved at a rapid pace this year, in many cases switching thousands of people to home working in a matter of days, while maintaining relationships with suppliers, both existing and prospect, on remote basis.

That intense adoption of technology is also impacting the claims journey, and Rob believes the trend towards automation and digitalisation will accelerate. He pointed to repair tracking and imaging as perfect examples. Repair tracking allows the motorist to follow their repair through every step of the journey and can go a long way to eliminating time-consuming phone calls, but it is not always available, while imaging does not always provide accurate estimates, meaning insurers still need engineers to validate costs.

However, Rob warned that at all times the priority of progress must remain choice for the customer. He said that while artificial intelligence can streamline the process it must be combined with human interaction, and although digitalisation can create a low touch claims experience, that might not be preferable for everyone.

‘We mustn’t completely remove the human element. We have to give our customers options.’

ARC360, in association with I Love Claims, is supported by corporate partners BASF, BMS, Copart, EMACS, Entegral, Enterprise Rent-a-Car, Mirka, Nationwide Vehicle Recovery Assistance, S&G Response, Sherwin Williams and CAPS; partners asTech, The Green Parts Specialists, Indasa, Innovation Group and Prasco; and strategic partners AutoRaise; NBRA; RepairTalks; and TrendTracker.

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How is the supply chain evolving?

The fourth session of the ARC360 Digital Event Series – Looking Ahead – focussed on the evolution of the supply chain, looking specifically at the impact of Covid-19 and the growing adoption of technology.

However, despite a year of colossal change, the key factor for success remain the same – people and relationships.

That was the view shared by panellists Sean Harper, fleet supply chain manager, S&G Response; Ruth Moring-Beale, group sales director, Morelli Group; and Stuart Sandell, assistant vice president, sales, UK & Ireland, Enterprise Holdings.

People

‘It’s worth looking at what hasn’t changed as much as what has,’ suggested Stuart. ‘What makes this whole industry amazing is the people. We’re amazed by our team and I’m sure that goes right through the industry. If you saw what was coming this year you’d have thought it would be catastrophic, but an amazing group of people has come together and shown a real resilience.’

But while the industry may have great people, the truth is that in many cases they operated in silos or at logger heads before the outbreak of Covid-19. Stuart believes that attitude is no longer so pervasive, and identified a new focus on communication and collaboration – ‘between us and our suppliers, between us and our clients’ – as the most substantial change this year.

Sharing information

He said, ‘Sharing information has given us all a line of sight so we can plan things, The way the industry reacted during Lockdown 1:0 has made us better businesses in Lockdown 2:0.’

That view was echoed by Sean, who suggested the crisis has forced the sector to come together in a way it never would have otherwise.

He said, ‘We all needed each other before Covid-19 but we focused on what divided us. Since then we’ve realised that we’re all part of the same ecosystem and we’re all interconnected. Insurers need repairers and repairers need insurers. It’s a partnership, and for me that has evolved more than anything else over the last eight months.’

Technology

That partnership approach, that willingness to share information more freely for a common goal, has facilitated the incredible adoption of technology into the claims process. Either that, or the incredible adoption of technology into the claims process – thrust on us the industry by the pandemic – has forced us to trust each other more.

Either way, the end result is positive, with many businesses accelerating digital plans that were in the pipeline and new efficiencies found where none were thought to exist.

Changed

Ruth said, ‘The world has changed and moved on and technology has allowed us to move with it. At Morelli we have been able to streamline our business just by the way we deliver to customers and engage with them. We’re using technology to introduce self-managed stock control, for example, and to reduce the number of touchpoints and the number of times we deliver.’

Meanwhile, the profitability of digital services is undeniable. Ruth added, ‘Turnover dropped to 10% for the main business in March, April and May, but our online business doubled and has remained there.’

Morelli is not alone, and many experts have suggested the true survivors of this crisis will be the ones who adopt technology quickest and most wisely.

Sean said, ‘The pandemic has been one big kick up the backside. Technology is an enabler, a way to reduce time for ourselves and our customers.’

Blend

However, people and technology are not mutually exclusive. Stuart pointed out that Enterprise has made great strides in developing a more automated customer journey, and said that in the wider supply chain technology is leading the change in all areas, from systems and tooling to information sharing and connected cars. But behind everything, he insisted, are people.

He said, ‘Technology is evolutionary not revolutionary, and it’s being accelerated. But great tech and great people aren’t independent of each other. If you have great tech you still need good people, and in terms of adoption you need to listen to the customer; some people are happy doing everything on their smart phones while others still want to go to the bank. You need to find a happy balance between people and technology.’

Brexit

There is no doubt the industry’s ability to evolve has been tested this year, but while it has been difficult – an ‘annus horribilis’, according to Ruth – it may yet leave a positive legacy into next year.

Before Covid-19 Brexit was considered the ultimate bump in the road. It’s fair to say that now, while there is still great uncertainty surrounding it, the fear factor associated with it has been somewhat muted. The feeling is that if you can come through Covid you can come through anything.

As Stuart said, ‘I don’t want to make light of Brexit, but a part of me thinks we’re getting through this enormous pandemic, Brexit is almost like a pimple by comparison.’

Collaborative

And apart from an industry far more collaborative and tech-heavy that this time a year ago, Stuart also suggested that many of the measures taken to deal with the outbreak can be repeated to offset Brexit, and the worst possible scenarios have already been faced off.

Despite that, there is doubt. The Society of Motor Manufactures and Traders yesterday warned of a potential €110bn cost to manufacturers both sides of the Channel as a result of tariffs and unless or until a deal is agreed no one can know for sure what it might mean for trade.

Ruth said, ‘We’re all in the dark about Brexit. Until we know what the deal is, we can’t say for sure how it will impact us. We’re working on the basis there will be a 6.5% tariff, but who knows, it could be more. As for delays, because of Covid we’ve experienced a four to five-week delay at the ports even without Brexit. But we’ve taken advantage of pre-ordering and it’s rare we’ve not been able to provide an alternative to most products. We are operating on a policy of substitute rather than delay, so I don’t want to see a rush on products.’

Future

Of course, only time will tell about all these unknowns – Brexit, the Covid-19 vaccines, and societal change. But the final comments of all three panellists suggests the industry is better prepared for any eventuality, and this much-discussed era of collaboration is very real.

Ruth said that her position gave her an insight into what is being built into vehicles and encouraged bodyshops to prepare for a coming surge in electric vehicles. She said Morelli has already seen a massive spike in demand for EV tooling, and expects the shift to continue and accelerate.

‘I would also advise bodyshops to use the furlough scheme wisely. Have a look at who you’ll need and not need in December and January, and take advantage of what’s offered because I think January to March could be the biggest challenge for the bodyshop sector.’

Spirit

Meanwhile, Stuart said Enterprise would be focusing its efforts on supporting repairers operate a mobility fleet and is working with them to develop solutions around shared ownership and cars clubs.

That spirit of working together was duplicated at S&G Response. Sean said, ‘We have never worked so closely with the supply chain to come up with solutions to help the repairers. For example, we’ve introduced amnesty days where repairers can raise anything and everything they want to. Our ultimate goal is to make life easier for the repairer in the next 12-36 months.’

ARC360, in association with I Love Claims, is supported by corporate partners BASF, BMS, Copart, EMACS, Entegral, Enterprise Rent-a-Car, Mirka, Nationwide Vehicle Recovery Assistance, S&G Response, Sherwin Williams and CAPS; partners asTech, The Green Parts Specialists, Indasa, Innovation Group and Prasco; and strategic partners AutoRaise; NBRA; RepairTalks; and TrendTracker.

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NBRA updates industry

NBRA director Chris Weeks used the third session of the ARC360 Digital Event Series – Looking Ahead – to summarise the journey the association has been on since the Covid-19 crisis struck in the spring, and what is coming next.

He recalled how Covid-19 first came to his attention when he received a call from someone who mentioned supply issues in China as a result of new virus. He immediately began to speculate on the potential for similar issues in the UK, but admits the NBRA – like much of the world – vastly underestimated its impact.

He said, ‘In early March the UK had 320 confirmed cases [it is now more than 1.5 million]. At the time we predicted a 20% reduction in claims volumes, but on 23 March it all went boom. Work disappeared very quickly and 74% of bodyshops were either closed or operating on a skeleton staff.’

Support

To support its members and the wider sector, the NBRA immediately lobbied government to include bodyshops among the list of essential service providers, meaning those who wanted to stay open could. It also called for the introduction of a more flexible furlough scheme, which allowed employers to adjust staffing levels according to peaks and troughs in work levels.

Chris said, ‘We’ve now done 42 member updates and also given 55 members a complete subs break. But although this is by far the biggest challenge we’ve ever had, it’s not over. We’ve just come through one crisis and now been hit by Lockdown 2:0. Repairers are a little bit desperate.’

Future

He pointed to analysis carried out by the NBRA of 10 repairers that found, between them, they had lost £120,000 from their bottom lines between 2019 and 2020. Chris suggested further strain could be coming, particularly around parts and ADAS, which he believes has left some bodyshop technicians behind in the skills race.

He revealed that in December the NBRA will be hosting a ’12 days of Christmas’ ADAS programme intended to bridge the knowledge gap by helping repairers understand the technology better, explain the associated costs more clearly and, hopefully, make it profitable.

Further, the NBRA Is producing a VDA margin checker and contract comparator to provide members with a clear overview of each, which should help them understand their own position in the market and inform future negotiations.

Growth

Looking beyond Covid-19 – and Brexit – Chris said that NBRA membership had still grown to 721 this year and the target now is to reach 850 members by the end of 2021 and 1,000 members a year after that.

He praised his board [listed below] for helping to drive the association forward, as well as the recently appointed Tom Hudd, whose sole job is to build new services and functions into the association to make it even more supportive of its members.

Chris concluded by thanking NBRA supply members, and calling for other companies to step forward, particularly in the environmental and software development areas.

ARC360, in association with I Love Claims, is supported by corporate partners BASF, BMS, Copart, EMACS, Entegral, Enterprise Rent-a-Car, Mirka, Nationwide Vehicle Recovery Assistance, S&G Response, Sherwin Williams and CAPS; partners asTech, The Green Parts Specialists, Indasa, Innovation Group and Prasco; and strategic partners AutoRaise; NBRA; RepairTalks; and TrendTracker.

NBRA board:

  • Steven Field, strategic steer and chairman
  • Michael Reed, independent steer
  • Dave Sargeant, group steer
  • Roger Collings, profitability steer
  • James Gore, work provider steer
  • Richard Thorogood, sales steer
  • Sam Smith, database steer
  • Joe Godfrey, retention steer
  • Steve Shore, procurement steer
  • Dev Cavanagh, political steer

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Claims exchanges hold steady during Lockdown 2.0

The CAPS Claims Analysis Report for week ending 21 November, shows that unique claims (claims initiated and exchanged through CAPS) have held steady during Lockdown 2.0.

Measured against the ‘exchanged peak’ which was week ending 3 October, last week showed unique claims had risen by five per cent to 105% – a six per cent increase on the week previous (week ending 14 November). During the week in which England moved into Lockdown 2.0 unique claims reached 112%.

Similar fluctuations are evident in supply chain transmission volumes with a high of 107% at the start of lockdown 2.0, decreasing to 89% week ending 14 November, rising by seven per cent to 96% for week ending 21 November.

Kevern Thompson, commercial manager, CAPS said, “The exchange volumes have remained steady. The analysis so far is indicating that what we have, or will see, is a steady continuous exchange ratio, despite many reporting a reduction in new claims being recorded.

“Essentially this may create improved efficiency of time taken from accident to repair start, due to reduction in new claims and repair shops remaining open. The analysis so far indicates that we’ll continue to see exchange levels remain as they are.”

Kevern continued, “Historic data shows that we anticipate a reduction in claim exchange towards the end of December into the beginning of January when shops close for the Christmas break and that the usual backlog may not be as high in February as has been the case in the past.”

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One size does not fit all

There was little self-censorship of opinions during the second session of the ARC360 Looking Ahead digital event series, although one thing that everyone agreed on was the value of people.

Taking part in the session, ‘One size does not fit all’ were Leon Coupland, owner, HTH Dynamics, and Paul Smith, managing director, Fix Auto Loughborough, both of whom have a wealth of varied experience in the industry.

During a free-flowing conversation they discussed everything from the impact of technology, business models, and manufacturer approvals. But both agreed the bedrock of success in this industry and any industry remains people.

Leon said, ‘We all need to realise that without people we don’t have businesses, and without great people you can’t have a great business. It really is that simple.’

That was echoed by the results of a live online poll, which found 64% of respondents named people among their top three criteria for success, well clear of the number of attendees who said technology (45%) and process (43%).

People power

Leon went on to explain how the balance of power in the employer/employee relationship has shifted and the focus now has to be on creating a collegiate culture rather than a hierarchy.

He said, ‘People’s attitudes have changed. They know a lot more and want a lot more – and they all know their rights. Business now is a team event. There used to be senior, middle and lower management. That’s in the past. Even job titles are for me. Do you need a job title to make a decision? It’s about skills. But it’s got to start at the top. If the owner or manager isn’t representing the culture they can’t expect anyone else to.’

There is a solid business argument behind this, too, especially as the industry becomes ever more complex and the skills of technicians become prize assets. Paul explained that by treating people well they will treat you well in return, and when it comes to your workforce, that means performing better.

He said, ‘The better they perform the better the business does. The better the business does the more I can pay them, and the more I pay them the less they’ll want to leave. That matters because people are the most important asset you have. I’ve got some great people working with me and want to make sure they keep working with me.’

Technology

Having the right people – with the right mindset – is also critical to overcome the shifting sands of technology. The nature of vehicle repair means that the workshop can never evolve into a production line; there are simply too many variables. Illustrating this point, Paul recalled how Henry Ford responded to US government calls for bombers during WW2 by building an entirely new factory split into manufacturing and assembly.

The plan was to produce one bomber an hour, but it fell short initially due to the number of adjustments that were required during assembly as the technology within the planes, such as radar, kept updating. The suggestion was that the automotive industry faces similar issues.

He said, ‘We’re very good at adapting to new technology. But when I started we learned how to repair metal and then paint it. Now that part of the job is probably a third of the full repair job today.’

Leon agreed: ‘The issue we have is the industry changes every 10 minutes. The workshop changes every 10 minutes, so you deal with a lot of things which are unproccessible. We probably can’t employ the sorts of people we used to employ. Now we need people who have the correct mindset to overcome technology.’

Models

When it comes to the bodyshop itself that is employing these technicians, it appears there is still plenty of room for variation. A second live poll found that 47% of attendees think a medium-sized static site is best suited to serve the market today. Static ‘fast-track’ site was the second most popular option with 21% of the vote, while large and small static site operations were favoured by 15% each.

However, just three per cent said mobile repairers were the way forward, and actually it seems there is real concern about the impact this growth sector is having on the wider industry. While there is a role for the cosmetic repairer handling traditional smart jobs, both Leon and Paul expressed fears that some of these businesses are taking on more than they might.

Leon said, ‘Smart repair used to be within an A4 piece of paper, but it’s taking other repairs now. If we all stick to our core skills we’ll be fine. I don’t see how a bodyshop that invests in all the equipment and health and safety can compete with someone who turns up on your driveway in a van and does supposedly the same job.’

Paul was even more forthright. He said, ‘Smart repair is a sticking plaster not a long-term solution as they could well lead to later problems. And the worse thing is they cherry pick the bread and butter jobs from other shops and leave us with the big, horrible ones.’

Segmentation

But the emergence of mobile repairers is just another example of how the market is segmenting – be it by brand, business type, damage type and repair specialism. A quarter of respondents to a third live poll identified brand as the most prevalent of these, and Leon suggested there is a trend towards badge collecting again.

It might not suit everyone though.

Paul said, ‘Some manufacturer approvals are so cost prohibitive. They want vast sums of investment but they are such low volume. We had one manufacturer come to us recently and we looked at our books at they were just four per cent of our work.’

Fix Auto Loughborough, at 20,000 sqft, is a high volume, low margin insurance business, supplementing profits with a growing number of retail jobs, and its success and the success of others like it proves there is no one size fits all solution.

Leon, whose consultancy business HTH stands for Here to Help, concluded, ‘People need to pick a journey that suits them and stick to it. If you stick to it and are committed, then you’ll be successful.’

ARC360, in association with I Love Claims, is supported by corporate partners BASF, BMS, Copart, EMACS, Entegral, Enterprise Rent-a-Car, Mirka, Nationwide Vehicle Recovery Assistance, S&G Response, Sherwin Williams and CAPS; partners asTech, The Green Parts Specialists, Indasa, Innovation Group and Prasco; and strategic partners AutoRaise; NBRA; RepairTalks; and TrendTracker.

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There’s no turning back

Data is not king, but the way we use it can make us kings or queens.

That was the opinion of Doug Kirk, director of global business development for innovation, Sherwin Williams, who delivered the first session of the ARC360 Digital Event Series, held in association with I Love Claims.

The Series is taking place today (Monday), Wednesday and Friday, with two sessions per day, held at 10.30am and 1.30pm.

Launching the ARC360 Digital Event Series, Doug’s session, titled ‘There’s No Turning Back,’ highlighted the critical need for businesses to remain agile during a period of unforeseen and unprecedented change.

He said, ‘Agility is not about changing for the sake of changing, it’s about looking at the outside environment and changing your way of thinking and the way you work accordingly.’

To underscore his message, he took online attendees back to 1997 when Netflix was first formed. At the time Blockbuster held a complete monopoly over the sector. While still a start-up disrupter, Netflix offered Blockbuster its complete platform for $50m. Blockbuster rejected the offer, lacking either the vision or the agility – or both – to alter its model. It has now been consigned to history, while Netflix has continued to evolve and is today worth an estimated $160bn.

With this in mind, he urged businesses to be prepared to evolve, and to use the data available thanks to today’s technologies to help them evolve in the right direction.

Fundamental to that, he said, is understanding the cost of business. He wondered how much easier decision-making would be if owners and managers came into work every day knowing exactly where their break-even point was.

Doug said, ‘Think of that blue line in Olympic pools that represents the word record. Swimmers know at all times exactly what they have to achieve. That’s what we should aim for in terms of operational costs.’

Data window

To reach that level of clarity he said there are three data sets that must be absorbed and interpreted – what has happened, what is happening, and what will happen.

Equating this to our industry, he asked attendees to imagine making a familiar journey in a car first by using just the rearview window (lag data), then adding the view from side windows (real-time data), and then using the front windscreen (predictive data). He explained that only by taking all three views can you reach your destination is the quickest time.

He said, ‘Today there is reams of data available to us, but data is not king – it’s what you do with it that counts and you need to be the king of your own data. Knowing what has happened and what is happening will help us to understand what will happen.’

DBI

And to encourage and measure change within a business, he suggested introducing the Demonstrable Business Improvement (DBI) metric. But what exactly is it?

Doug summed it up with a useful analogy about a colleague whose mobile phone is always on charge. That way the battery never runs out and he is never able to measure how often he uses it. By charging it overnight and not at all during the day, he will adapt his practices to make the battery last longer.

‘The battery life is your Key Performance Indicator,’ Doug said, ‘and making it last longer is a DBI.’

He concluded, ‘If you always do what you always did, you’ll always get what you always did. A lot of people say they wish they could go back to pre-covid times. But were the good old days really that good? I’m not so sure. I think companies that look forward are the ones that will survive. Charles Darwin said it’s not the strongest that will survive, but the ones that adapts the quickest.’

ARC360, in association with I Love Claims, is supported by corporate partners BASF, BMS, Copart, EMACS, Entegral, Enterprise Rent-a-Car, Mirka, Nationwide Vehicle Recovery Assistance, S&G Response, Sherwin Williams and CAPS; partners asTech, The Green Parts Specialists, Indasa, Innovation Group and Prasco; and strategic partners AutoRaise; NBRA; RepairTalks; and TrendTracker.

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Rising Star interview: Sam Newman, Entegral

Q: Tell us about your role. What do you do, and what do you find most interesting about it?

A: I’ve been a sales executive for Entegral since August, dealing with our customers in the UK and Ireland. Before that I was a branch manager of Enterprise Rent-A-Car for five years.

I think what makes my role interesting is the variety that comes with it and being able to oversee the whole claims process from end to end. I love working with insurers, manufacturers and bodyshops – understanding what is important for them, then putting solutions in place and helping create efficiencies all whilst improving the experience for their teams and their customers.

Having a technology centric role is a change to what I have experienced previously. But it is rapidly changing environment which makes Entegral an exciting place to be at the moment

Q: What made you want to work in this industry? 

A: Two reasons: The challenge it presented, and the direction industry is heading.

Working to understand such a diverse industry with all its different intricacies has been a great challenge. Alongside, understanding a variety of different technology and variety of different ways that it can integrate into work processes. All whilst engaging with our customers to allow them to influence how we develop our products.

It was clear when I was researching the role that tech was gaining huge traction. The positivity of everyone made the decision to take this on a no brainer. COVID has had so many negatives but one positive outcome has been accelerating the consumer demand for tech – that desire and embrace of tech will surely correlate into industry demand

Q: What do you see as the biggest challenge to your industry in the next year?

A: I would say Brexit, but I imagine that’s an obvious one.

I think the other challenge would be how we adapt to climate change. The news this week regarding ending the sale of petrol and diesel cars from 2030 will throw up various huge challenges – are bodyshops going to be ready to repair? Will insurers have transparency of their network? Will they understand what their network of repairers are capable of and be able to match that up with each car’s more advanced and specific requirements?  Then there’s also the consideration of how consumer habits will change. Will ‘Range Anxiety’ and price add further diversification to the way we travel?

I think we all need to consider the best interests for our industry. We want to move forward but have to consider what’s best for our planet and our customer.

Q: How would you like to see the industry improved in the next five years?

A: I’d like to see more examples of digital journeys and see the industry positively embrace the demand for tech. Customers should have the option to report a claim and deal with a whole claim with as few touchpoints as possible from the insurer.

I’d also like to see increased communication, collaboration and discussion in the industry – something I Love Claims is facilitating particularly well. We’ll all be facing the same problems in the next five years. How we deal with those together will be key for overall success.

Q: If you could give your younger self a piece of advice, what would it be?

A: Something along the lines of exams aren’t everything. When I was 16, I wanted to be a doctor. I am now on a significantly different path after studying medical science at university. I ended up working in car hire which then led me to this role, which I love.

I think the key is to be flexible and open minded to opportunity.

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Brexit: what’s the big deal?

It’s not likely anyone who voted for Brexit in June 2016 could have envisioned what has transpired since then in terms of resistance, delays and uncertainty. That is not to say it was a bad decision, only that the decision has been badly acted upon by all sides.

It seems now that we are finally approaching some sort of resolution – 15 October was meant to be the final day of negotiations with the UK committing to World Trade Organisation rules come 2021 if no deal had been agreed by then.

That deadline, like so many before it, came and went without a decisive outcome. But the indecision can’t last much longer – on 1 January the UK will have officially left the EU with or without a deal.

Consequences

Many within the automotive industry, both in the UK and Europe, fear the consequences of such a split. They suggest the international ecosystem around building and selling cars means the sector is more exposed than most others.

The UK’s trade body, the Society of Motor Manufacturers, has long urged the government to negotiate a trade deal that doesn’t impact the current rules regarding tariffs, regulations and the free movement of people and parts – essentially, a deal that preserves the status quo.

The SMMT has long stood by its five priorities for the UK/EU trade agreement:

  • Tariffs and rules of origin – The UK and the EU should agree a deal that guarantees tariff free trade in automotive.
  • Regulatory Provisions – The UK and EU should agree a new framework for regulatory cooperation and dialogue in relation to automotive.
  • Customs – The UK and EU should agree to the most comprehensive and deepest level of cooperation in relation to customs, with the objective of minimising delays and disruption on both sides of the border.
  • People – The UK and EU should agree provisions that ensure that vehicle manufacturers and suppliers can move staff between sites in the UK and the EU without any unnecessary restriction, delay or cost.
  • Third Country Trade – The UK should ensure that preferential trade with third countries continues without any disruption after a deal with the EU is agreed.

The facts

To understand the value of these points, it’s worth highlighting a few figures: more than 10% of the UK automotive workforce comes from the EU; Honda has calculated that just a 15-minute delay in the supply chain could cost them as much as £850,000 a year , while the SMMT’s own analysis claims that EU tariffs on cars could add £2.7bn to imports and £1.8bn or exports – on a pan-European scale, a no deal Brexit is estimated to cost the sector €110bn over five years, putting one is six of the 14.6 million jobs at risk.

Mike Hawes, SMMT chief executive, said, “As the UK-EU FTA negotiations enter the endgame, now is the time for both sides to deliver on promises to safeguard the automotive industry. Securing a deal is absolutely critical but it cannot be any deal. To work for UK Automotive it must deliver for UK products and that means securing the right terms and conditions that allow our exports – now and in the future – to be zero tariff and zero quota trade. A deal that failed to achieve this would be the equivalent to no deal at all, devastating jobs and slamming the brakes on the UK’s ambitions to be a world leading manufacturer and market for electrified mobility and battery technologies.”

Repairers

But while the large-scale changes brought about by Brexit will obviously filter down to bodyshops, for many it is an issue that has disappeared off the radar in recent months. Faced with more pressing issues as a result of the Covid-19 pandemic, repairers have not had the time or energy to concern themselves with every twist and turn of negotiations. In fact, an ARC360 poll in October found that just one in five regarded it as high priority, with most describing it as medium (40%) or low (36%).

And in truth, very little has changed in the last year. Disruptions to the supply chain was the main worry then and it still is now, with delays in parts sending costs spiralling.

Paul Cunningham, commercial director, Fix Auto Dagenham, said, ‘We need the parts when we need them. Ultimately, that’s all we are worried about. If there are delays getting parts and we have cars sitting on site for longer and longer then our costs go up, our key-to-key times go up, and we’ll have people in courtesy cars for ages.

‘We can try reduce repair times with right-first-time-estimating and not bringing cars on site until they’re ready to shoot through the system, and we can try reduce costs in other ways but we’ve been doing that for years and there’s not a lot of meat left on the bone. We need to negotiate those expected costs down – especially around mobility.’

Disruption

Even if there is a deal there remains a potential for such disruption; predictions vary wildly about how Brexit will increase congestion at borders and ports. But it seems likely the risk of a negative impact on parts procurement from the EU increases with a no-deal. The NBRA has been raising these concerns with government and is lobbying for support packages to offset greater costs that might arise as result of a no-deal.

Director Chris Weeks said, ‘The worst-case scenario would be a very messy no-deal with the EU leading to bad feeling and blockades of parts. This would effectively starve parts supply meaning repairs could not be completed starving repairers of revenue. Of course, we have just had that happen through Covid-19 albeit with the government stepping in with aid to cover people costs and interruption loans. Without similar support this would be almost terminal for most repairers already barely surviving the aftermath of a global pandemic.’

Suppliers

The strategy that was applied across the board before the last Brexit deadline is still valid for suppliers now, namely, stockpiling. Suppliers from all sectors are filling their warehouses with inventory to ensure that any delays are mitigated. Prasco UK, which imports mainly from the Far East, has half a million tonnes of product on the water at any one time now as preparations ramp up, and has also broadened its range, while GB Refinish has adopted a similar approach.

Founder and owner John Barclay said, ‘Ideally we’d like a smooth transition but my best guess is that there will be a slowing down in supply. But it’s impossible to know what will happen and when there is uncertainty there is fear so I don’t think this is scaremongering.

‘Actually, the paint companies we’ve been dealing with have been very measured and responsible. We’ve been encouraged to forward-buy and that’s what we’re doing. We’re making sure we’ve got as much stock as we can physically squeeze into our premises and elsewhere.

‘It’s true that a distributor adds value in many ways, but what are you if you’ve not got any stock? You’re not much good if you’ve not got a tin of paint on the shelf.’

  • The automotive industry produced 1,055,997 cars in 2019
  • That accounts for one tenth of all UK manufacturing
  • Four in five vehicles in the UK are made for export, with 54.8% going to the EU
  • WTO tariffs are 22% for vans and trucks, 10% for cars and about 4.5% for car components

VMs

Possibly those with the most to lose are the vehicle manufacturers themselves, because it now seems possible that regardless of the outcome of negotiations, some car makers should prepare for a 10% hike in tariffs on 1 January, 2021.

The reason for this is because a trade deal would apply only to products made in Britain or EU. However, the global nature of the car industry means that many models include so many components from outside these areas that they would be regarded as ‘foreign’, and therefore subject to tariffs.

This is called the rule of origin. In most trade deals it is set somewhere between 55 and 60% of the end product. However, UK-produced components make up only about 20-25% of the majority of cars produced in the UK. Japanese manufacturers such as Nissan, Honda and Toyota are most at risk, after a UK request to exempt Japan from these regulations was rejected by the EU.

UK Brexit negotiator David Frost told the Society of Motor Manufacturers, ‘The commission has made clear that it will not agree third-country cumulation in any circumstances, which we regret, but obviously cannot insist upon.’

Fine margins

Nissan might be able to find a way around this through its Alliance with French-based Renault, thereby protecting the future of its Sunderland plant, and Honda is exiting the UK next year anywhere so won’t be affected. However, Toyota could be vulnerable. It’s been reported that both it and Nissan and Toyota could seek reimbursements from the government for any additional tariffs, but if that isn’t forthcoming the fine margins these companies are operating on could force them out of the UK.

David Bailey, professor of business economics at the University of Birmingham, said, ‘No trade deal is seen as very damaging by the industry, but isn’t the industry’s only concern. It is worried also about the implications of the sort of deal [British Prime Minister Boris] Johnson envisages on the sustainability of their operations in the UK. That could lead to demands for support, which would mean a governmental policy reset.’

Of course, the same rule applies to exports from the EU to the UK – about 70% of cars sold in the UK are imported from the EU.

Consumers

Anyone predicting the implications of anything at the moment is a hostage to fortune, but its seems certain that if the UK and EU do not agree a free trade deal by 31 December the price of cars will rise as cash-starved manufacturers pass on the costs of 10% tariffs.

Estimates vary, with some predicting a £1,000 rise for popular models such as the Ford Fiesta, Vauxhall Corsa and Volkswagen Golf, while others worry prices could climb as much as £1,800.

Although there is some speculation car manufacturers would be prepared to bite the bullet and absorb these costs themselves, particularly in the short-term, research by consumer group Which? found that most of the biggest brands said they would increase prices as a result of the tariff.

Groupe PSA, which owns Vauxhall, Peugeot, Citroen and DS brands, Volkswagen Group, which owns VW, Audi, Seat and Skoda, and Mercedes-Benz have all said they would adjust prices to reflect additional costs. By how much? Ford’s managing director Andy Barratt said a WTO tariff would result in price hikes of between £1,000 and £2,000 for its most popular passenger and commercial vehicles.

Conclusion

It may seem like worrying about the implications of Brexit at the moment is like worrying about your pension when you can’t pay your mortgage. However, this time it really is coming and what that means for the entire automotive industry can only be guessed at until further announcements are made.

The potential for disruption is of course huge, and decisions made my manufacturers will filter down throughout the supply chain. But the industry’s resilience is also huge and there is always the chance that Brexit is this generation’s Millennium Bug – plenty of hype but ultimately no fireworks.

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