Supporting Customers When Disaster Strikes

Supporting Customers When Disaster Strikes

Written by Betsy Fata, Solera Content Writer

Natural disasters such as hurricanes, earthquakes, fires and floods present immense challenges to anyone affected by these events. And neither businesses nor consumers are immune to the complexities and potential catastrophes certain to arrive in the aftermath. As the southeast endures Hurricane Dorian, cost analyses surge higher and higher. “Dorian could cost insurers more than $25B…and bring total losses of as much as $40B,” according to a UBS analysis. While the US braces for another record-setting hurricane season, what steps can insurers take to mitigate the impact of these events?  

For many years, Solera has been providing crucial data, applications and digital services to insurance and automotive ecosystem partners to properly and swiftly complete estimates and resolve claims immediately following disasters. Our Solera | LYNX contact centers are prepared to manage various catastrophe situations including hurricanes, ice storms, hailstorms, tornadoes, earthquakes and other unexpected natural events. Through a formalized ramp-up procedure upon notice of an impending mega-CAT event, LYNX mobilizes and trains additional staff, which allows us to connect with several hundred policyholders at once during a widespread crisis. This offers many carriers the flexibility they need to serve their customers better during times of crisis. 

In addition to establishing a strong network of support like LYNX for customers to reach out to, insurers can provide valuable emergency services by implementing the following strategies. 

Keep communication lines open and active 

Having multiple channels available to your policyholders will ensure they get the help they need in the event of a disaster. Building a robust relief infrastructure, including clear communication plans, helps your company avoid creating more difficulties for your customers.  

Social media tends to be a second line of defense when traditional requests for help go unanswered. Implementing a relief strategy for your social media channels can provide faster aid to someone in a dangerous situation. For more guidance on improving your social response time, we suggest reading this great article 

Get innovative with your tech 

When Hurricane Harvey struck Texas and Louisiana in 2017, USAA used aerial images and data to create an interactive map of affected areas so residents could see top-down views of their homes and neighborhoods, even on their mobile devices. The first version of the tool was operational in 12 hours. (Source)

There’s an enormous wealth of public and private sector data available for insurers to base innovative disaster resources on. Artificial intelligence can analyze images to identify damage and build estimates as early as possible, speeding up the lengthy claims process and proactively starting inspections.  

Activate your employee network 

There’s no better assistance than a helping hand. Training your employees to handle crises efficiently and compassionately is the first step to providing exceptional customer service. Helping policyholders understand their eligibility for certain services and guiding them through complex processes with clear expectations goes far for a customer under stress. 

Carriers can also empower their local offices to contact customers and assist them in preparations before major disasters strike and provide frequent updates so policyholders can quickly get back on their feet and back to their lives. 

Media Contact:
Olivia Logan
Global Director, Public Relations and Analyst Relations

Bodyshop 30 under 30: Rising Stars – Congratulations Georgie Ford & George Pangborn

Bodyshop 30 under 30: Rising Stars – Congratulations Georgie Ford & George Pangborn

Not one but two of Audatex fantastic team have been recognized in bodyshop magazines 30 under 30: rising stars.

Congratulations to Georgie Ford and George Pangborn, who both thoroughly deserve the recognition for their hard work and commitment to the team.

The 30 under 30 event will take place on the opening evening of bodyshop live, to celebrate and recognize 30 people in our industry all under the age of 30 who are achieving great things.

You can see a full list of all 30 rising stars here. We look forward to celebrating their achievements with the industry on September 19th!

Winning at Estimating: Your Pre-Inspection Game Plan

Winning at Estimating: Your Pre-Inspection Game Plan

Guest writer: Kristen Felder, CEO of Collision Hub, LLC

Ask any champion and they’ll tell you that all of their success can be attributed to the work they put in before the game. The hours of practice, conditioning and research on an opponent is ultimately what leads to a winning game day performance.

Becoming a champion in estimating requires the same work.

The foundation of your success is based on the effort you put in before entering a single line on your estimate. It’s so tempting with the pace and performance expectations on today’s estimators to just grab your notebook or tablet and head to the car, but if you want to go from good to great, you’re going to need a solid pre-inspection routine.

Step one: know the facts of the accident

If you went to a doctor complaining of pain, he or she would ask you a few questions, like “when did it start?” and “what were you doing at the time?” Just like the doctor, you need to get a complete history of signs and symptoms.

Having all the facts around an accident is crucial in helping you identify the areas your inspection should focus on. Important facts like whether the vehicle was moving or parked, how many restrained passengers were in the car, whether the vehicle went off-road and whether it slid—all this information will assist you in identifying the primary and secondary areas of damage.

If the customer is present, ask some questions. If they’re not around, take the time to call them. I can’t tell you how many times I’ve been called in to sort out a disagreement between a shop and an insurer over what is or is not accident-related damages, only to have it settled with a five-minute phone call to the customer. Being proactive will save you time and save your customer a lot of frustration.

Step two: review the OEM repair information

This step may be a no-brainer for some readers, but I’ve found that few players in our industry actually access OEM information when they write a repair plan. What I hear most often from repairers and insurers is they don’t know where to start and the cost is too great.

Rest assured, there are many ways to access OEM repair information these days. In fact, it’s never been simpler or more affordable. There are many free resources, like the I-Car Repairability Technical Support Portal, where users can find a variety of information, including a restraint system matrix, partial panel replacement guides and videos that will help them navigate the OEM procedure websites.

In addition, I-CAR has centralized access to OEM position statements, a repair matrix (see below for downloadable reparability matrixes) and a daily repairability article. I’ve found these articles to be extremely helpful—an article around an OEM’s position on bumper cover repair, for example, could save time both during your estimating decisions and later when creating a supplement.

Download OEM reparability matrixes here:

With today’s vehicles, the estimating process can generate a lot of questions, which makes OEM information all the more critical. We’re now faced with not just determining repair vs. replacement but also whether the shop is properly equipped, i.e. are there any specialty material requirements such as rivets and adhesives to acquire, or tools for performing diagnostics or calibrations that might require sublet.

Knowing all of this information will not only help you write a complete and accurate estimate for the customer, but it will also help plan the repair so as not to add any unnecessary delays and compound rental expenses to the claim.

Step three: collect all the parts information available

I’ve been working with the data providers for over 20 years and while each of them work tirelessly to provide the best product, no estimating database is perfect. Many shops keep multiple systems and frequently go back and forth between them to find every part needed for a repair. For me, I like to keep the OEM-direct parts information handy so that I can review the exact same diagrams the parts department at the dealership is seeing. This becomes especially important when dealing with any non-reusable or one-time-use parts such as bolts, trim pieces and even some sun visors.

Our quick reference spreadsheet is always up on my second screen while I work through the blueprinting and estimating of each vehicle. It helps to quickly locate what I need by mirror-matching the part removed from the vehicle to 3D graphics in Audatex or the OEM parts websites.

Step four: take your time

I remember growing up in the shop and handwriting estimates with my dad. There was a time when estimating damage was simpler and we could almost guess a repair amount that would be close to the final estimate. Well, those days are gone. With the advancements in materials, design and electronics, estimating today’s collision damage takes time.

I get it—shop estimators have a lot full of cars and it seems every insurer wants their estimate in 24 hours. For field adjusters, it’s a stack of 30 cars to see today and tomorrow will bring another 30. Think about the time lost each day completing needless supplements and reinspections. As it turns out, one of the most important lessons my dad taught me was to do it right the first time. This also holds true in estimating.

Our customers deserve our best, not just the best we have right now. Slow down, gather all of your tools and information, take your time, think through the repair (not the damage) and write the best sheet on every car.

Taking the necessary time on each estimate to check all the facts and gather expert resources will not only improve your accuracy but you’ll likely see a huge boost in productivity. That’s when you know you’re winning at estimating.



MAIDENHEAD, UK and SYDNEY, Australia / 3rd June, 2019 – Autodata Publishing Group Limited (“Autodata”), a Solera Holdings, Inc. (“Solera”) group company and a global leader in automotive technical information, today confirmed the acquisition of AutoMate Training Pty. Ltd. (“AutoMate”), the automotive industry’s foremost provider of online technical training and professional development platforms.

Founded and based in Sydney, Australia, AutoMate has rapidly expanded from a fledgling start-up to become a globally competitive player, offering automotive eLearning to thousands of automotive professionals and workshops in more than 60 countries. AutoMate’s unique, online training programs combine cutting-edge 3D visualization with comprehensive real-vehicle analysis – all developed by a highly-experienced team of automotive experts and specialists.

AutoMate and Autodata are both trusted and valued information service providers to more than eighty five thousand independent and enterprise automotive repair shops across the world, as well as corporate clients in the automotive service, maintenance and repair (“SMR”) industry. Autodata itself is recognized as the go-to automotive data solution for workshops with many countries seeing eight in ten workshops choosing Autodata to meet their SMR and automotive diagnostics needs.

Jonathan Sampson, Managing Director and founder of AutoMate said: “Joining the Solera family is a logical and exciting next step on our strategic journey as a company. This union will see AutoMate’s renowned training programs made available in new global markets and will ensure increased business growth through further product development. AutoMate’s eLearning expertise, combined with Autodata’s highly advanced diagnostic and repair data, promises to deliver new and existing customers a compelling suite of products for the automotive mechanic.”

Rod Williams, Managing Director of Autodata said: “AutoMate’s innovative solutions and strong management team provide immediate value with Solera. Together we provide immense value to Solera’s 400,000+ SMR users with AutoMate, enabling us to further capitalize on the opportunity to service both our existing users and beyond with AutoMate’s solutions.”

About Solera

Solera was founded with the mission to digitalize and empower mobility transactions across the critical 54 and 250 lifecycle touchpoints of a vehicle, delivering true transparency and knowledge to all stakeholders. Today, Solera’s leading digital technologies manage and protect life’s most important assets: our cars, trucks, homes and digital identities. The company processes more than 300 million digital transactions annually for approximately 235,000 partners and customers in over 90 countries. For more information, please visit

About Autodata

Established in 1972, Autodata is a trusted world leader in providing technical information to the automotive aftermarket. Autodata develops products for use in automotive workshops for the repair and servicing of cars and motorbikes, as well as corporate solutions for companies requiring bespoke platforms or integration with Autodata’s technical information.

Through long-standing relationships, all data is licensed directly from 142 manufacturers, covering 34,000 models worldwide. The new Autodata web application features 90,000 diagrams and illustrations, covering over 600,000 step by step procedures. Autodata is part of the Solera group. For more information about Autodata and its latest developments, please visit

About AutoMate

Founded in 2014, AutoMate has made a name for itself as the industry’s leading provider of online technical training platforms for the automotive sector. AutoMate’s suite of digital training products are designed to support technicians throughout their entire automotive career, giving them easy, on-demand access to high-tech video training, covering fundamental and emerging automotive systems. AutoMate develops these knowledge solutions for trainee and professional technicians in over 60 countries, as well as corporate solutions for companies requiring bespoke training solutions. For more information, please visit

Cautions About Forward-Looking Statements

This press release contains forward-looking statements, including statements about: the benefits of the acquisition of AutoMate (the “Acquisition”), including but not limited to the benefits and value of products and services to Solera’s, Autodata’s and AutoMate’s customers, either alone or in conjunction with the products and services of other Solera group companies. These statements are based on Solera’s current expectations, estimates and assumptions and are subject to many risks, uncertainties and unknown future events that could cause actual results to differ materially. Actual results may differ materially from those set forth in this press release due to the risks and uncertainties inherent in transactions of this nature, and Solera’s, Autodata’s and AutoMate’s respective businesses, including, without limitation: the failure to realize the expected benefits of the Acquisition; risks associated with and possible negative consequences of acquisitions, investments, joint ventures and similar transactions; successfully integrating AutoMate’s solutions with or into Autodata’s or other Solera group offerings, including but not limited to, continued adoption of AutoMate’s Autodata’s and the Solera group’s products and services; effects of competition on product and service pricing and AutoMate’s, Autodata’s and the Solera group’s business; Solera’s ability to obtain additional financing as necessary to support its business or operations; rapid technology changes in Solera’s industry; and effects of security breaches on Solera’s business and reputation. Solera is under no obligation to (and specifically disclaims any such obligation to) update or alter its forward-looking statements whether as a result of new information, future events or otherwise.

Media Contact:
Olivia Griner
Global Director, Public Relations and Analyst Relations

Original Source

Solera Holdings Announces
Jeffrey R. Tarr as New CEO

Tarr’s extensive experience leading data and technology-enabled services companies will usher in a new phase of growth

WESTLAKE, Texas–(BUSINESS WIRE)–Solera Holdings, Inc. (“Solera”), a global leader in risk and asset management data and software as a service (SaaS) solutions for the automotive and insurance industries, today announced that Jeff Tarr has joined the company as a director and its new CEO. Tarr, who replaces Tony Aquila as Solera’s CEO, will be leading the company in its next phase of growth.

“Jeff’s wealth of experience and his focus on building a high-performing team and culture committed to unlocking value for customers and shareholders alike make him the perfect leader for this next phase in Solera’s growth”

Tarr has two decades of experience leading data and technology-enabled services companies spanning multiple sectors. Most recently, Tarr served as CEO and President of DigitalGlobe, Inc. where he led the launch of innovative products that leveraged AI and other new technologies, entered new markets and nearly tripled the company’s revenue. Prior to DigitalGlobe, Tarr was President and COO of IHS Inc. (now IHS Markit Ltd.) where he helped transform the business into a high-growth, high-margin provider of information and insight.

“Jeff’s wealth of experience and his focus on building a high-performing team and culture committed to unlocking value for customers and shareholders alike make him the perfect leader for this next phase in Solera’s growth,” said Darko Dejanovic, Vista Operating Principal and Solera Board member. “During Tony’s tenure, the Solera team built the company into a global leader. Solera is in a place of strength and we look forward to working with and supporting Jeff as he leads Solera to new heights.”

“I am honored to be joining Solera, and I look forward to working with the team to continue to grow the company, invest in our products and deliver an industry-leading experience to Solera’s customers and partners,” said Jeff Tarr, CEO of Solera. “For over 50 years, Solera has been leveraging data and software to serve the automotive and insurance industries. With more than 300 million transactions annually across the Solera ecosystem today, no company is better positioned to apply data and technology to protecting the assets people depend upon in their daily lives.”

Tarr serves on numerous corporate and philanthropic boards, including as Member of the Board of Directors of EchoStar Corporation, Chairman of the Stanford Graduate School of Business Management Board, Co-Chairman of the World Economic Forum’s Council on the Future of Space Technologies, Member of the Board of the United States Geospatial Intelligence Foundation, and a member of the Council on Foreign Relations.

About Solera

Solera is a global leader in risk and asset management data and software as a service (SaaS) solutions for the automotive and insurance industries. Solera is active in over 90 countries across six continents. Solera has over 235,000 customers and partners, including many of the largest U.S. and European P&C insurance companies and most of the world’s largest vehicle OEMs, as well as national governments, financial institutions, vehicle dealership, vehicle repair shops, salvage yards and vehicle buyers and sellers. For more information, please visit

Media Contact:
Olivia Griner
Global Director, Public Relations and Analyst Relations

Original Press Release

Automotive Trends:  Part Three, “KITT – Can You Pick Me Up Outside the Theatre?”

Automotive Trends: Part Three, “KITT – Can You Pick Me Up Outside the Theatre?”

Part 3: A Little Bit of KITT Will Be in Every Vehicle 

It’s tough to choose a car. Not only do you need to decide on make and model, but also the operating system, features and color scheme. And with the rapid technological development we’ve seen in the past few years, features become outdated with each new model. We change our mobile phones every couple of years; however, the average age of cars on the road is approximately 12 years old. A lot of the technological advancements we see spilling into other areas of tech don’t make it into the vehicle.

However, the industry is quickly realizing that vehicles must meet the new the standard of convenience in a world where Amazon and Uber dominate their markets. Luckily, innovations like steering applications and system updates can help the industry meet customer demands.

Some of the what we’re alluding to is possible today—upgrading and purchasing maps are you drive into a new country is a reality. But imagine your car could automatically upgrade your insurance, recharge itself, pay for your dinner, pay road taxes and adhere to speed limits on its own. With this kind of technology, you could download packages for certain seasons or regions, allowing you to program your air conditioning to maximize cooling or heating. Additional features like off-road and on-road driving optimization can be added to that list of must-haves.

Car subscription services could become new revenue opportunities for OEMs, providing revenue streams beyond the initial purchase price. Imagine your car runs a vehicle check on its own, rather than having to go to a garage.

“Hey, Tom, do you want us to run a vehicle health check on your Acura for $1 per month?” Yes, please.

The process of repairing a car will become more much convenient. In the not so distant future cars will be able to diagnose themselves and book as well as consume services to fix emerging. Today, Solera companies already work with Lyft, the ride-sharing service which recently IPO-ed, to deliver parts on time for commercial vehicles.

While this new reality lies ahead, another opportunity presenting itself now are voice assistants.  At the moment they are largely focused on info- and entertainment which leads Kunz, Product Owner at R3PI, to believe  that there is a substantial opportunity in expanding their scope  to offer vehicle management related services to car owners and drivers. Imagine your car making suggestions on when and where to get your winter tires put on or your regular service done while also managing these appointments making the experience as seamless and unobtrusive as possible.

“It’s time for a break. I have ordered you a coffee ready to pick up at Starbucks, three blocks from your location.” Maybe your car also helps you book a hotel in case of unexpected travel delays. The opportunities are endless.

Voice assistants are still a challenge to perfect—obstacles like background sounds and lack of connectivity to WiFi impede the best customer experience. But we anticipate a world where voice assistants, automatic downloads and subscription models become the new standard for vehicle innovation, helping you learn more about the health of your vehicle while taking care of you.

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