At this year’s InsureTech Connect (ITC) 2024, industry professionals gathered to discuss the future of insurance and claims processing. One of the standout sessions was the fireside chat: “Claim Smarter: Leveraging AI for Precision, Speed, and Sustainability.” Moderated by our own Bill Brower, Senior Vice President of Global Industry Relations and North America Claims at Solera, the session featured insights from Sebastian Torres, Owner and General manager of CARSTAR Torcam Group, part of Driven Brands.
This conversation illuminated the real impact of AI in the automotive claims process. From improving customer experience to driving business efficiency and advancing sustainability, it’s clear that AI is no longer a future prospect—it’s a present reality transforming how the industry operates.
Here’s a recap of the significant takeaways that this insightful conversation covered.
Transforming the Automotive Customer Experience in Claims Processing
For decades, the collision repair claims process has been cumbersome for customers. Historically, a customer would need to make multiple visits to the shop—first for an initial inspection, then to drop off the vehicle, and possibly a third time to pick it up. Naturally, this creates friction, prolongs the process, and leaves customers in a state of uncertainty.
However, CARSTAR has implemented AI and mobile inspection technology to eliminate these pain points. Now, when a customer brings in their vehicle, a technician can use a mobile app to conduct an inspection and provide an accurate estimate on the spot by taking photos of the damage. No more waiting days for an estimate or making additional trips to the bodyshop. As Sebastian Torres put it, this change “takes the mystery out of the whole process.”
Of course, there still is and always needs to be a human component to the way we do business. However, an AI-driven approach has allowed CARSTAR to offer customers clear, transparent information from the get-go, which in turn reduces stress and builds trust. The streamlined process enables customers to get answers quickly, schedule their repairs more easily, and leave the shop with a clear plan of action.
Simply put, it’s a game-changer for boosting both customer satisfaction and operational efficiency.
Boosting Business Efficiency and Productivity
On that note of boosting operational efficiency, Sebastian shared how, historically, appraisals for non-drivable vehicles could take hours, tying up staff and delaying the entire workflow. This inefficiency often created bottlenecks and left technicians with less time to focus on repairs.
By integrating the right automotive AI solutions, CARSTAR has drastically reduced the time required to process non-drivable claims—from 90 minutes down to just 20. This leap in efficiency means shops can process more vehicles in a day. Technicians are more productive, and downtime is greatly reduced. In turn, this results in shorter rental periods for customers and improved profitability for the business.
The AI estimating system also helps eliminate unnecessary steps in the process. Finally, customers can forget about having to schedule additional appointments just to review estimates. By delivering accurate estimates immediately, CARSTAR keeps the workflow moving smoothly.
Repair Smarter, Waste Less: Driving Sustainability with AI
As 2025 approaches, sustainability is no longer optional — it’s essential. Every year, the automotive industry produces 80 million vehicles. That equates to 112 million tons of materials on an annual basis. Perhaps the most troubling statistic is that the industry contributes over 10% of the world’s carbon dioxide emissions.
Leveraging AI is about more than just optimizing operations; it’s about making repairs more eco-friendly. By better identifying repair opportunities instead of defaulting to full part replacements, AI is helping CARSTAR reduce waste and minimize the environmental impact of each and every repair.
Powered by a data-driven approach and grounded in greener operations, CARSTAR is able to significantly cut down its carbon footprint while delivering the same high-quality service customers expect. By adopting greener repair practices, CARSTAR is not only helping the planet, but also strengthening its partnerships with insurers who value sustainability.
At a time when environmental concerns are front and center, automotive AI is helping collision repair shops like CARSTAR make decisions that positively impact both their business and the planet at large. Sustainable practices deliver more than just a competitive advantage; they demonstrate your responsibility to the industry and future generations. That’s why Solera remains committed to helping insurers and automotive companies reduce their carbon footprint, comply with regulatory standards, and enhance their sustainability credentials.
Key Advice for Adopting AI in Collision Repair
For fellow industry professionals looking to harness the power of AI, Sebastian Torres shared several valuable insights during the session:
- Focus on process, not just product: It’s easy to get caught up in the allure of new technology, but Sebastian advises focusing on how AI can transform your entire workflow, not just individual tasks.
- Get hands-on experience: Theoretical knowledge of AI is one thing, but the real value comes from using these tools in the shop. Firsthand experience with AI technology allows businesses to see its true potential in streamlining operations.
- Be open to change: Embracing AI may require a shift in mindset, but the long-term benefits—improved efficiency, enhanced customer satisfaction, and greater sustainability—are undeniable.
- Experiment and adapt: There is no one-size-fits-all approach when it comes to AI. Each shop or business has unique challenges and opportunities, so it’s important to test different applications of AI and find the use cases that deliver the most value.
Why AI Matters for the Future of Claims Processing
The fireside chat highlighted a critical shift taking place across the collision repair and insurance industries: AI is at the forefront of change. From reducing administrative burdens to improving customer experience, AI has the potential to transform the entire automotive claims journey.
For CARSTAR and other forward-thinking organizations, adopting Qapter’s AI isn’t just about staying competitive—it’s about leading the way in operational efficiency, customer satisfaction, and sustainability. And at Solera, we’re proud to be a part of this transformation and provide the platforms that make these changes possible. The future of the automotive claims process is evolving, and AI is driving that change. How will your business adapt?
To learn more about what the future of auto claims may hold, and adopting the latest and greatest tools at your disposal, click here and connect with us.
