Insurance follow-up for auto body shops

Get your front office off hold with insurance.

Every routine insurance call competes with the customer at the counter, the next repair order, and the work your office already needs to finish. Claim Chase handles carrier phone menus and hold time, then keeps the answer with the claim.

What is insurance follow-up costing your shop?

The cost is more than the length of the conversation. A staff member has to find the claim details, reach the right department, wait for a representative, write down the answer, and decide what happens next. A short status question can interrupt a much longer stretch of useful work.

Start by measuring how many carrier calls your team makes in a typical week, how long each call takes, and which calls only ask for an update. That separates routine status work from conversations that need your estimator or manager.

Which calls can Claim Chase help with?

Claim Chase’s AI voice agent follows up on existing claims using verified information from your shop. Common call purposes include:

• Checking initial estimate status, requesting a copy or delivery path, and confirming the adjuster or team handling the claim.
• Asking where a submitted supplement stands in review, who has the file, whether documents or photos are missing, and what inspection or review step the carrier can confirm.
• Confirming whether payment was issued, requesting available payment details, and following up on a remaining balance or staff-requested reissue question.

It navigates carrier phone menus and waits for a representative. Your team can review the carrier’s response and the next step in the claim record. Calling availability depends on your shop’s setup and the readiness of each claim.

Make the answer worth the call

“Still pending” is not enough context for a handoff. Before a call, define the question you need answered. Afterward, check what the carrier confirmed, what remains unknown, and whether the next action belongs to the carrier or the shop.

1. Verify the claim details. Use the correct claim number, carrier, repair order, and contact information.
2. Choose the purpose. Keep an estimate, supplement, or payment question specific to the claim’s current stage.
3. Review the result. Assign any shop work and use the carrier’s stated timing to plan the next follow-up.

A one-week check for repeat calls and avoidable handoffs

Before changing your process, keep a simple tally of routine carrier follow-up for one normal working week. Record these details without placing customer information in a public spreadsheet:

1. Purpose and total staff time: estimate, supplement, missing-item, or payment follow-up; include preparation, phone menus, hold time, conversation, and note-taking.
2. Whether the call produced a usable answer: record the responsible team, specific blocker, or next step, rather than counting every answered call as progress.
3. Why another call was needed: the carrier’s stated timing passed, a shop action was completed, or the previous answer was incomplete.
4. Staff work after the call: document submission, receipt reconciliation, or an estimator’s decision still takes time. Include that work when comparing processes.

Add the measured staff minutes for the week and divide by 60 to get hours. To estimate labor cost, multiply those hours by your shop’s chosen hourly cost. This describes time currently spent; it is not automatically recoverable savings. Compare equivalent call purposes and account for the review work and service cost that remain.

When should the shop call again?

Use a reason for the next call: confirm receipt after your team sends a requested item, check a carrier’s stated review date, or clarify a missing payment fact. If the next action belongs to the shop, finish that action first. Repeating the same question without new information can leave the office doing more work without moving the claim forward.

Estimate the opportunity with your own numbers

The homepage calculator models potential labor capacity using stated assumptions. Compare those assumptions with your shop’s actual calls before treating the estimate as a business case. It is not a measured savings result or a promise of reduced payroll.