informe 2 trimestre de la industria de la reparacion en ee.uu

Industry Trends

ReportVolume Ten Number Three

Q3 2010Published by Mitchell International, Inc.

Quarterly Feature:

Are Hybrids asGreen When itComes to TheirClaims Costs?by Greg Horn Page 3

NEW: Procedure Page Updates Page 23

Feature in this issue:

Table of Contents

3 Quarterly Feature: Are Hybrids as Green When it Comesto their Claims Costs?

6 The Economy & Short-Term Energy Outlook 9 Current Events in the Collision Industry 15 Motor Vehicle Markets

New Vehicle Sales Used Vehicle Sales

17 Mitchell Collision Repair Industry Data Average Appraisal Values Collision Losses Facts At-A-Glance: Automobile Sales Comprehensive Losses Third-Party Auto Property Damage Supplements Parts Analysis Paint & Materials Labor Analysis

Adjustments

23 NEW: Procedure Page Updates 24 Total Loss 25 Canadian Collision Summary

Canada Appraisal Severity Canada Parts Utilization

Vehicle Age and ACV’s

30 Collision Casualty Statistics 31 About Mitchell International, Inc.

News Releases Q2-2010 Mitchell Brand Advertising at Work

The Industry Trends Report is a quarterly snapshot of the auto physical damage collision and casualty industries. Just inside—the economy, industry highlights, plus illuminating statistics and measures, and more. Stay informed on ongoing and emerging trends impacting the industry, and you, with the Industry Trends Report!

Questions or comments about the Industry Trends Report may be directed to:

Greg Horn Editor in Chief, Vice President of Industry Relations [email protected]

For distribution and circulation questions, or requests for back issues, please contact:

Regina Merkey Managing Editor, Sr. Marketing Communications Specialist Distribution and Circulation (858) 368-7790 e-mail: [email protected]

For data analytics, please contact:

Gail Sloan Vice President of Licensing and Corporate Accounts (858) 368-7869 e-mail: [email protected]

Additional Contributors:

Manheim analytics provided by Thomas C. Webb, Chief Economist at Manheim Auctions. Webb has been associated with the used vehicle market for more than 26 years, including serving as Senior Manager at a professional services firm’s global automotive practice, and Chief Economist for one of the industry’s largest national trade organizations.

The Industry Trends Report is published by Mitchell International, Inc.

The information contained in this publication was obtained from sources deemed reliable. However, Mitchell International, Inc. cannot guarantee the accuracy or completeness of the information provided.

Industry Trends

Report

Mitchell Industry Trends Report 2

Mitchell International, Inc., founded in 1946 and headquartered in San Diego, California, is a leading provider of information and workflow solutions to the Property & Casualty Claims and Automotive Collision Repair industries. The company’s comprehensive solution portfolio streamlines the entire auto physical damage, bodily injury and workers’ compensation claims processes. Mitchell enables millions of electronic transactions between more than 30,000 business partners each month to enhance partner productivity, profitability, and customer satisfaction. For more information on Mitchell International, please visit our website at www.mitchell.com.

Volume Ten Number ThreeQ3 2010

Published by Mitchell International, Inc.

mailto:[email protected]


mailto:gail.sloan%40mitchell.com?subject=

http://www.mitchell.com

Quarterly Feature


Are Hybrids as Green When it Comes to Their Claims Costs?

BY GREG HORNVice President of Industry Relations, Mitchell International

A few years ago when a select group of eco-conscious consumers first started to timidly raise their hands in support of hybrids in the U.S. market, Mitchell explored the difference in the collision repair costs of hybrids vs. gas powered vehicles. In 2008, these green consumers purchased an estimated 350,000 hybrid vehicles, with persistently steep fuel prices impacting this number over the coming years.

Much has changed in the automotive industry since our initial 2008 study. Now that consumers are frantically raising their hands due to the continued steep rise in fuel prices, sales of hybrids are experiencing a corresponding rapid rise. This growth has caused two things to happen: 1.) as the number of hybrids on the road increased, so too did the number of accidents involving these vehicles, and 2.) the type of buyer has changed. Before the fuel crisis, the only people purchasing hybrids were those concerned with their carbon footprint and impact on the environment. While their politics may have been liberal, their driving habits were conservative, making them a very good risk to insure. Naturally insurers incented hybrid owners with discounted rates.

The hybrid word made its rounds and spread beyond the traditional green consumer to cost savvy buyers in the wake of continued rising fuel prices—attracting a new buyer base with long commutes and therefore an interest in cutting fuel expenses. This shift changed the hybrid driver profile and brought with it a change in the risk profile.

A recent study by rating integrity solutions provider Quality Planning seems to confirm this about-face in the risk profile. Its study shows that hybrid owners are significantly more likely to receive traffic tickets. According to Quality Planning’s survey, Toyota Prius owners received .38 tickets per 100,000 miles driven, versus a non-hybrid average of .23 tickets per 100,000 miles—a 65 percent differential.

A sequence of chain links explains where such a substantial variation could come from. Experts at Quality Planning believe that one possible explanation for the ticket disparity correlates with where hybrid owners live. Putting the puzzle pieces together, these folks found that hybrid owners are more likely to live in an urban setting, where tickets are more frequently issued.

The Highway Data Loss Institute’s (HDLI) Senior Vice President Kim Hazelbaker also adds some insight saying, “Urban settings also mean more accidents.” Hazelbaker adds, “Hybrids typically have higher collision claim frequencies than their non-hybrid counterparts. This is true both for cars and for SUVs. This may be a reflection of hybrids being used in longer commutes than their non-hybrid cousins.”

About the author…

Greg Horn Vice President of Industry Relations, Mitchell International

Greg Horn joined Mitchell International in September of 2006 as Vice President of Industry Relations. In this role, Greg assists the Mitchell sales force in providing custom tailored business solutions to the Property and Casualty Claims and Automotive Collision Repair industries.

He provides guidance to Mitchell’s Product Management and Business Analytics teams, playing an important role in shaping Mitchell’s solution portfolio to ensure that it meets the evolving needs of current and future clients. Greg also presents Mitchell’s Industry Trends Updates at conferences across the country.

Prior to joining Mitchell, Greg served as Vice President of Material Damage Claims at GMAC Insurance, where he was responsible for all aspects of the physical damage claims process and the implementation of a unique vehicle replacement program along with serving on the GM Safety Committee. Prior to GMAC, Greg served as Director of Material Damage Processes for National Grange Mutual in Keene, NH.

Now that consumers are frantically raising their hands due to the continued steep rise in fuel prices, sales of hybrids are experiencing a corresponding rapid rise.

What about claims costs?

Our recent study looked at popular hybrids from Domestic and Asian manufacturers and found that hybrids overall have a 6.5% or $182 higher average claim severity than their gas powered counterparts. Specifically, the Honda Civic (2007-2009 model years with identical exterior sheet metal for both gas and hybrid models) has a 6.9% higher severity for the hybrid than for the gas only powered version.

Domestic hybrids show similar results, with the Ford Escape hybrid generating a 9% higher average severity than its normally aspirated counterpart. In fact, the only hybrid model that did not generate a higher repair severity in our study is the Nissan Altima.

What is driving the difference?

Two interesting clues developed as we examined the make up of the repair estimates in detail. First, the mechanical labor charges for hybrids are notably higher than the normally aspirated vehicles—indicating that more mechanical operations are sublet back to the dealership for completion. Secondly, and more intriguing, the alternate parts use for hybrids is lower than for the same body style of a traditional gas only powered car.

As a group, the vehicles in our study show that hybrid repair utilizes 91.9% OEM parts dollars compared to 86.8% for gas only

Quarterly Feature: Are Hybrids as Green When it Comes to Their Claims Costs? (con’t.)


The hybrid word made its rounds and spread beyond the traditional green consumer to cost savvy buyers in the wake of continued rising fuel prices—attracting a new buyer base with long commutes and therefore interested in cutting fuel expenses.

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Percentage of parts dollars by part type per avg estimate

% OEM % AM % LKQ % Reman

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Percentage of number of parts by part type per avg estimate

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According to Quality Planning’s survey, Toyota Prius owners received .38 tickets per 100,000 miles driven, versus a non-hybrid average of .23 tickets per 100,000 miles—a 65 percent differential.

Quarterly Feature: Are Hybrids as Green When it Comes to Their Claims Costs? (con’t.)


counterparts. The number of OEM parts versus alternate parts installed on hybrids compared to their gas only powered cousin vehicles is higher (92% for hybrid vs 87% for gas only).

How can this be if both vehicle types use the same panels, bumpers and lamps?

One word—loyalty. According to a study by Experian, 47% of those who bought a hybrid in the past purchased another vehicle of the same make. Compared to the average consumer who is 35% loyal, drivers of these green machines are one of the most loyal groups. And when these drivers have a fender bender, where are they most likely to take their car for repairs…right back to the dealership.

So it appears from our original study in 2008, and this most recent study where we examined both severity and frequency, that hybrids represent a more costly overall risk to insure than their gas only powered cousins. I would imagine there are several insurance

actuaries that have come to the same conclusions, so owners of hybrids may see their insurance rates increase if they haven’t already.

Our recent study looked at popular hybrids from Domestic and Asian manufacturers and found that overall hybrids have a 6.5% or $182 higher average claim severity than their gas powered counterparts.

As a group, the vehicles in our study show that hybrid repair utilizes 91.9% OEM parts dollars compared to 86.8% for gas only counterparts.

The Economy & Short-Term Energy Outlook

The EconomyACCORDING TO A STATEMENT RELEASED ON JULY 14, 2010, THE FEDERAL OPEN MARKET COMMITTEE decided to maintain the target range of 0 to 1/4 percent for the federal funds rate. Economic conditions—including low levels of resource utilization, subdued inflation trends and stable inflation expectations—are likely to warrant exceptionally low levels of the federal funds rate for an extended period.

Labor demand continued to firm in recent months. While the change in total nonfarm payroll employment in May was boosted significantly by the hiring of temporary workers for the decennial census, private employment posted only a small increase. This increase, however, followed sizable gains in March and April, and the average workweek of all private-sector employees increased over the March-to-May period. The unemployment rate moved up in April but dropped back in May to 9.7 percent, its first-quarter average.

The labor force participation rate was, on average, higher in recent months than in the first quarter, as rising employment was accompanied by an increasing number of jobseekers. Although the number of workers who were employed part time for economic reasons leveled off in recent months, the proportion of unemployed workers who were jobless for more than 26 weeks continued to move up. Initial claims for unemployment insurance remain at a still-elevated level.

A number of business sectors are gaining strength, particularly manufacturing and transportation. Real spending on equipment and software increased further early in the second quarter. Business outlays for computing equipment and software continued to rise at a brisk pace through April, and shipments of aircraft to domestic carriers rebounded. Orders and shipments of nondefense capital goods excluding transportation and high-tech equipment stayed on a noticeable uptrend, on net, in March and April, with the increases broadly based by type of equipment. The recovery in equipment and software spending is consistent with the relatively strong gains in production in recent months, improved financial conditions over the first part of the year, and the positive readings from surveys on business conditions and earnings reports for producers of capital goods.

Business outlays for nonresidential construction appeared to be contracting further, on balance, in March and April, although the rate of decline seems to be moderating. Outlays for new power plants and for manufacturing facilities firmed, and investment in drilling and mining structures continues to rise strongly. However, spending on office and commercial structures fell steeply through April, with the weakness likely related to high vacancy rates, falling property prices, and the light volume of sales.

Industrial production rose at a robust rate in April and May, with production increases broadly based across industries. Firming domestic demand, rising exports, and business inventory restocking appear to have provided upward impetus to factory production. In April and May production in high-technology industries again rose strongly, with substantial gains in the output of semiconductors and further solid increases in the production of computers and communications equipment.

The production of other types of business equipment continued to rebound, and the output of construction supplies advanced further. Production of light motor vehicles turned up in May; nonetheless, dealers’ inventories remained lean. Capacity utilization in manufacturing rose in May to a rate noticeably above the low reached in mid-2009, but it was still substantially below its longer-run average.

Although sales of light motor vehicles continued to trend higher, nominal sales of non-auto consumer goods and food services were little changed in April and May. The moderation in spending appears, on balance, to be aligning the pace of consumption with recent trends


Information on the economy and short-term energy outlook was obtained from the US Federal Reserve Board, Federal Open Market Committee (FOMC) and the US Department of Energy, Energy Information Administration (EIA). For more information, or to view original source materials, visit: www.federalreserve.gov/FOMC or www.eia.doe.gov

The Economy & Short-Term Energy Outlook (con't.)


in income, wealth, and consumer sentiment. Real disposable personal income moved up at a solid rate in March and April, reflecting increases in employment and hours worked as well as slightly higher real wages, but home values declined in recent months and equity prices moved down. Measures of consumer sentiment improved in May and early June but were still at relatively low levels.

Household spending continues to advance, including the notable increases in auto sales and expenditures on other durable goods. Going forward, consumption spending is expected to continue to post moderate gains, with the effects of income growth and improved confidence as the economy recovers more than offsetting the effects of lower stock prices and housing wealth. However, continued labor market weakness could weigh on consumer sentiment, and households are still repairing their balance sheets; both factors could restrain consumer spending going forward. Although readings from the housing sector have been strong through mid-spring, the strength likely reflects the effects of the temporary tax credits for homebuyers. With the expiration of those provisions, home sales and starts had stepped down noticeably and could remain weak in the near term; with lower demand and a continuing supply of foreclosed houses coming to market, house prices are likely to remain flat or decline somewhat further in the near term.

The anticipated expiration of the homebuyer tax credit appears to have pulled home sales forward, boosting their level in recent months. Sales of existing single-family homes rose strongly in April, and, although they moved down in May, these sales were still above their level earlier in the year. Purchases of new single-family homes also jumped in April, but then fell steeply in May. On net, the upswing in the volume of real estate transactions in recent months was likely to boost the brokers’ commissions component of residential investment in the second quarter. However, starts of new single-family homes, which had trended higher in the first four months of the year, declined sharply in May. In addition, the number of permits for new homes, which tends to lead starts, fell for a second month in May. House prices declined somewhat in recent months, reversing some of the modest increases that occurred in the spring and summer of 2009. After changing little on net during the preceding year, interest rates for 30-year fixed-rate conforming mortgages moved lower in May and June.

Short-Term Energy OutlookPrices of energy and other commodities have declined somewhat in recent months. However, EIA projects that the West Texas Intermediate (WTI) spot price, which ended June near $76 per barrel, will average $79 per barrel over the second half of 2010 and $83 per barrel in 2011.

EIA expects that regular-grade motor gasoline retail prices will average $2.80 per gallon during this summer’s driving season (the period between April 1 and September 30), up from $2.44 per gallon last summer.

This projection includes EIA’s revised estimates of reductions in production resulting from the 6-month deepwater drilling moratorium announced by Secretary of the Interior Salazar on May 27. The reductions in crude oil production resulting from the moratorium are estimated to average about 31,000 barrels per day (bbl/d) in the fourth quarter of 2010 (compared with an estimated 26,000 bbl/d previously expected)and about 82,000 bbl/d in 2011 (up from 70,000 bbl/d). EIA will continue to refine its estimated moratorium impacts as additional information becomes available.

EIA expects the Henry Hub natural gas spot price to average $4.70 per million Btu (MMBtu) this year, a $0.75-per-MMBtu increase over the 2009 average and $0.22 per MMBtu higher


The Economy & Short-Term Energy Outlook (con't.)



than in recently projected for 2010. Most of the increase in the price is expected to occur in the third quarter of this year, due to projections of increased hurricane activity in the Gulf of Mexico this season, which pushed spot prices higher. EIA expects the Henry Hub spot price to average $5.17 per MMBtu in 2011, up $0.11 per MMBtu from previous forecasts.

The annual average residential electricity price is expected to change only moderately, averaging 11.6 cents per kilowatthour (kWh) in 2010, up slightly from 11.5 cents per kWh in 2009, and rising to 12 cents per kWh in 2011.

Estimated U.S. carbon dioxide (CO2) emissions from fossil fuels, which declined by 7.0 percent in 2009, are expected to increase by 3.2 percent and 1.6 percent in 2010 and 2011, respectively, as economic growth spurs higher energy consumption.

Overall, the economic outlook has softened somewhat, and the risks to the outlook have shifted to the downside. Economic expansion is likely to be strong enough to continue raising resource utilization, albeit more slowly than previously anticipated. Inflation is likely to stabilize near recent low readings in coming quarters and then gradually rise toward more desirable levels.


Current Events in the Collision Industry

Auto Body Employment Report: Decline Continues

Excerpted From: CollisionWeek—June 2010

April preliminary data shows further declines in total repair industry production.

The latest preliminary data available from the U.S. Department of Labor Bureau of Labor Statistics (BLS) shows the continued decline in employment in auto body repair facilities across production & non-supervisory employees as well as the total number of employees in these establishments.

The BLS preliminary estimate of production employees at independent auto body repair facilities for April, 2010 was 161,000, a decline of 1500, or 0.9 percent, from March. The April estimate is down 8800, or 5.2 percent, from April 2009. Production employment peaked in February 2007 at 183,000, and the April 2010 preliminary estimate would represent a decline of 22,000, or 12 percent, from the peak.

The average weekly hours for April declined to 38.3 hours per week, compared to 38.6 hours in March.

The average weekly wages of production & non-supervisory employees also declined in April to $688.25, a decline of $16.20, or 2.3 percent, compared to March. The average weekly wages are up $4.80, or 0.7 percent, in April 2010 compared to April 2009.

Production and non-supervisory employees accounted for 79.9 percent of total employees.

AN EDITOR’S NOTE…

This is an indicator that recovery in the collision repair sector will take longer than the general economy because new automobile sales are not fully recovered.

Employment 2000-2010

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Current Events in the Collision Industry (con't.)

The average weekly wage across all employees was $759.22 in April, down $11.67, or 1.5 percent, compared to March. Average weekly wages in April 2010 were up $10.72, or 1.4 percent, from April 2009.

Average Weekly Production Hours by Month

The chart on the following page details the total number of production employees multiplied by their average weekly hours. This combination of hours and employees creates a view into the total number of production hours amassed by the collision repair population as a whole.

As the chart shows, the trend in overall production hours ran upward from January 2000 through February 2008 when it peaked at 7.241 million production hours per week. The total production hours stood at 6.166 million per week in April 2010, a decline of 1.075 million hours per week, or 14.8 percent, from the peak in February 2008.

Average Weekly Wages

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Production Avg Weekly Wages



The chart, though not painting a pretty picture of the health of the industry currently, shows that collision repair facility operators have responded to the declines in business volume by decreasing capacity and cost. These statistics do not address any increases in productivity that would mitigate some of the declines in hours worked such as increases in labor units produced per clock hour. (See chart on next page.)

Average Weekly Production Hours

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PRODUCTION &NON-SUPERVISORY ALL EMPLOYEES

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Count (x1000)

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Apr-09 169.8 37.8 18.1 683.4 209.0 37.5 20.0 748.5

May-09 167.4 37.7 18.1 683.5 206.7 37.6 19.8 745.2

Jun-09 166.9 38.1 18.0 686.2 206.7 37.9 19.7 747.8

Jul-09 164.9 38.2 18.0 688.0 204.6 38.0 19.9 755.8

Aug-09 164.3 38.3 18.2 697.8 204.4 38.0 20.0 760.8

Sep-09 164.6 37.8 18.4 695.9 203.7 36.9 20.2 746.5

Oct-09 162.6 38.5 18.3 703.4 202.3 37.8 20.2 761.7

Nov-09 162.1 38.4 18.6 713.5 202.4 37.8 20.5 773.4

Dec-09 161.6 38.4 18.6 714.6 202.5 37.6 20.5 770.4

Jan-10 162.0 38.4 18.6 712.3 202.6 38.2 20.6 786.5

Feb-10 162.1 38.2 18.4 704.0 202.5 37.6 20.4 767.0

Mar-10 162.5 38.6 18.3 704.5 203.0 37.9 20.3 770.9

Apr-10 161.0 38.3 18.0 688.3 201.5 37.4 20.3 759.2

Will Collision Repair Have a Certification in the Future?

By: Greg Horn

Excerpted From: ABRN—July 2010

With the technological advancements that automakers are using when it comes to new vehicle construction and mechanicals, shops are increasingly challenged to stay on top of the latest technology. Shops are rightfully proud to display their training certificates, which help show customers that they are serious about maintaining their knowledge and providing quality repairs.

But how can a vehicle owner know which shops keep up with the latest repair technology before they see those certifications? The answer may come from the United Kingdom.

In the U.K., the British Standards Institution (BSI) established the Kitemark standard for the collision repair industry to indicate which shops adhere to its rigorous certification standards. The Kitemark standard is well known in the U.K, similar to the Underwriters Laboratories “UL Listed” certification for products in the United States.

The National Institute for Automotive Service Excellence (ASE) fulfills the mission of certification of mechanical shops in the U.S., but some have challenged its effectiveness in the collision repair industry. You may be asking, “Isn’t that what I-CAR does?” Well yes and no, with the key difference being that Kitemark is a recognized brand by 82 percent of consumers in the U.K. Just as important, the Kitemark logo has become a symbol of trust and respected brand values.

A survey of more than 1,000 U.K. consumers found that of those aware of Kitemark, more than 80 percent believed that they would put greater trust in a product carrying the mark – essentially stating that a product carrying the Kitemark symbol represents higher quality than other brands. There is a noticeable difference between the level of brand recognition

VEHIC L E B O D Y R E

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Logomark Courtesy of BSI



that Kitemark has compared to I-CAR. Not many people outside of the collision industry recognize the importance of I-CAR or what it represents. I am not saying that I-CAR does not fulfill a very valid need in the industry because it does. The fact is, it just doesn’t have widespread consumer recognition.

We need this type of certification for collision repairers in the U.S. I am surprised that we haven’t come up with a consumer-recognized certification for collision repair. With our business overly dependent on word-of-mouth advertising and insurer recommendation, the ability to demonstrate your certifications to potential consumers before they select a repair shop is critical to growing your collision business. Shops that choose to become direct repair shops have a way to distinguish themselves from others when approaching insurance companies.

How does a shop become Kitemark certified? Kitemark addresses the program in the three parts that make up collision repair: man, method and machine. Man ensures that a shop’s personnel are fully trained and maintain required competencies. Method ensures that the body shop has demonstrable use of recognized crash repair methods. Machine verifies that repairers have the correct equipment for doing the job and that all equipment is properly calibrated and implemented.

Our industry needs this type of certification in the U.S. With the number of shops shrinking and a reduced number of repairs in the market, competition is increasing. To compete in this market and move forward, shops need a way to stand out to vehicle owners and insurers to show that they have the right stuff to safely repair today’s vehicles. Shops need an instantly recognizable, credible way to communicate their expertise in repairing vehicles.

Imagine you are in your local home improvement center looking to buy an appliance for your home, with limited knowledge of appliances. You would certainly appreciate the ability to know that if a certain appliance failed, it could cause a fire and risk your family’s safety. So while you are shopping, you find two similar appliances, with the same features. One is “UL Listed” and one is not. Which one would you buy? Can you imagine a vehicle owner choosing their collision repair shop the same way?

Chrysler Group to Establish U.S. Fiat Dealer Network

Excerpted From: CollisionWeek—July 2010

Chrysler Group LLC has begun the dealer selection process for the reintroduction of the Fiat brand in the United States.

Chrysler Group expects to select dealers in about 125 markets identified for growth potential in the small-car segment. Fiat dealers will be located in approximately 41 states.

“The Fiat dealer network will be appropriately sized to serve the market opportunity,” said Peter Grady, Vice President of Network Development and Fleet, Chrysler Group LLC. “Our vision is to establish a dealer network that will reflect and enhance the brand’s reputation for innovation and fun, and will offer a unique, personalized customer experience.”

Chrysler Group will send Dealer Application Guides to dealers in the identified markets containing specific Fiat dealer requirements and instructions on submitting a proposal.

Chrysler Group plans to officially announce its U.S. Fiat dealer network locations in September.

The Fiat brand in the U.S. will feature the New Fiat 500, which recently celebrated the 53rd anniversary of its introduction in Europe. Dealers will begin selling the Fiat 500 late this year and the Fiat 500 Cabrio in 2011.


This means that we’ll be seeing Fiats, and because Alfa Romeo is owned by Fiat, sleek new Alfa Romeos on U.S. roads again.



Volkswagen Announces Certified Collision Repair Facility Program

Excerpted From: CollisionWeek—July 2010

Volkswagen of America, Inc. announced the launch of a VW-Certified Collision Repair Facility program for U.S. dealer-affiliated and independent body shops. This program provides VW-certification for collision repair facilities performing repairs in accordance with Volkswagen’s high safety standards and specifications.

Volkswagen conducted a pilot with a group of fifteen repair facilities to maximize program benefits for body shops before launching the program nationally.

Technicians at Volkswagen Certified Collision Repair Facilities must undergo training in the proper use of the factory-approved repair equipment, tools, and technologies to meet Volkswagen’s exact safety standards and specifications. Repair facilities must also use Volkswagen-approved tools. Volkswagen will visit repair facilities to provide annual program certification and will list VW-Certified Collision Repair Facilities as they become certified on www.vw.com.

Volkswagen will provide collision repair facilities access to marketing materials to promote their certified status, in addition to exclusive access to vehicle specific-, structural material-, and collision industry-training on a dedicated program website.

Volkswagen will also provide customers with free 24-hour towing of vehicles under warranty exclusively to VW-Certified Collision Repair Facilities as part of the Roadside Assistance program, when they simply call (800) 411-6688.

Volkswagen will allow dealers to either nominate their own collision repair facility to be certified by Volkswagen or to nominate an independent collision repair facility that meets Volkswagen standards. Additionally, dealers will benefit from additional genuine Volkswagen Collision Parts sales to their sponsored collision repair facility.

“Volkswagen is excited to partner with both dealer-affiliated and independent collision repair facilities to increase repair quality and customer satisfaction with the Volkswagen brand,” said Matthew McCauley, Collision Program Manager for Volkswagen of America. “This program benefits Volkswagen owners by providing the peace of mind that comes from knowing that when a vehicle is involved in a collision, VW-Certified Collision Repair Facilities will maintain the brand’s safety standards and specifications.”

Repair facilities interested in participating in this program or dealerships wishing to nominate independent collision repair facilities should contact Volkswagen of America at [email protected].


The VW’s high-tech construction methods assure better control over repair quality.

www.vw.com

[email protected]

0 2m 4m 6m


New Vehicle SalesAccording to Ward’s Auto, total new light-vehicle sales increased through June, 2010, a surprising 16.8% compared to the same period last year—with a total of 5,600,937 vehicles sold. Domestic cars sales increased by a healthy 22%—signaling that domestic car offers are what consumers want. Import cars increased by only 1%—a sign that this may be a long-term shift in consumer taste. Light trucks increased by 18%—driven by the domestic truck increase, offsetting a 2.9% import decline.

Motor Vehicle Markets

Ward’s U.S. Light Vehicle Sales SummaryJanuary-June 2010

Number of Vehicles

0 2m 4m 6m

1,956,309

868,554

2,824,863

2,354,076

421,998

2,776,074

4,310,385

1,290,552

5,600,937

Domestic Cars

Import Cars

Total Cars

Domestic Light Trucks

Import Light Trucks

Total Light Trucks

Domestic Light Vehicles

Import Light Vehicles

Total Light Vehicles

Ward’s U.S. Light Vehicle Sales by CompanyJanuary-June 2010

Number of Vehicles

525,523970,884

1,077,116493

2,574,016593,909425,852

904115,71926,490

440,332125,96011,54920,815

846,5422,608,072

121,585110,48310,9831,346

174,452418,849

5,600,937

ChryslerFordGM

International (Navistar)North America Total

HondaHyundai Group

IsuzuMazda

MitsubishiNissanSubaruSuzuki

TataToyota

Asia TotalBMW

DaimlerPorsche

Saab SpykerVolkswagen

Europe TotalTotal Light Vehicles

Source is country of manufacture. Domestics are from U.S., Canada, Mexico. Imports are from overseas. Light vehicles are cars and light trucks (GVW Classes 1-3, under 14,001 lbs.). DSR is daily sales rate. Source: Ward’s AutoInfoBank © Copyright 2010, Ward’s Automotive Group, a division of Penton Media Inc. Redistribution prohibited.

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23.4

-2.9

18.5

23.1

-0.3

16.8

Vol % C

hange from 2009 S

ales

12.027.214.3

548.718.411.920.96.4

15.30.1

26.635.0

-48.514.59.9

15.36.2

17.813.7

-75.029.417.016.8

Vol % C

hange from 2009 S

ales


Used Vehicle Sales – Current Monthly IndexBY TOM WEBBChief Economist – Manheim

Manheim Index Declines in June

Motor Vehicle Markets (con't.)

Wholesale used vehicle prices (on a mix, mileage, and seasonally adjusted basis) slipped 0.7% in June. Before the seasonal adjustment, prices declined by 1.5%. The Manheim Used Vehicle Value Index for June was 120.2, which represented a 5.3% increase from a year ago.

The sustained and very strong upward movement in wholesale prices, which began at the start of 2009, appears to have come to a natural end. This was a result of the inevitable, but rather flexible, ceiling imposed by new vehicle prices and the leveling off of retail demand amidst an anemic labor market and increased concern as to the recovery’s strength and longevity. In June, the biggest weakening in demand was for vehicles in the $7,000 to $9,000 price range.

Ward’s 10 Best Selling Cars and TrucksJanuary-June 2010

Note: Table combines imports and domestics. Source: Ward’s AutoInfoBank. © Copyright 2010, Ward’s Automotive Group,a division of Penton Media Inc.Redistribution prohibited.

Cars

1. Toyota Camry

2. Honda Accord

3. Toyota Corolla/Matrix

4. Honda Civic

5. Nissan Altima

6. Ford Fusion

7. Chevrolet Malibu

8. Ford Focus

9. Chevrolet Impala

10. Hyundai Sonata

154,239

147,669

140,501

133,601

112,115

111,175

108,317

89,783

89,491

89,249

Trucks/Vans/SUVs

1. Ford F Series

2. Chevrolet Silverado

3. Ford Escape

4. Honda CR-V

5. Dodge Ram Pickup

6. Toyota RAV4

7. Chevrolet Equinox

8. Chrysler Town & Country

9. Ford Edge

10. Ford Econoline

240,345

166,782

98,980

86,870

84,869

81,000

66,990

60,937

56,027

55,708

Jun Jul Aug Sept Oct Nov Dec Jan Feb Mar Apr May Jun 09 09 09 09 09 09 09 10 10 10 10 10 10

123

121

119

117

115

113

111

109

107

105

103

101

99

97

Manheim Used Vehicle Value IndexJune 2009 – June 2010

Source: Manheim Consulting

The following information was assembled from industry-wide appraisal data uploaded from participating insurance carriers, body shops, and independent appraisers, processed by Mitchell International and compiled through Mitchell’s AIM™ (Advanced Information Management) system.

With the obvious exception of the Total Loss section, all data in this section, including ACV benchmarks, relate to repairable vehicle appraisals only.

Sections included in the Mitchell Collision Repair Industry Data:

• Average Appraisal Values • Collision Losses • Comprehensive Losses • Third-Party Auto Property Damage • Supplements • Parts Analysis • Paint & Materials • Labor Analysis • Adjustments • Total Losses

Development Explained

The following data points are dynamic and subject to change from on-going supplement and total loss designation activities amending original appraisal values. Average appraisal values submitted in June, for example, will likely increase by several dollars over the next few months, then stabilize as all supplements are factored into the final value for the period. Raw values are provided, and then adjusted based on the observed six-month change behavior from prior data to produce a projected final or “developed” value. Adjusted values may therefore be considered reliable approximations of the eventual, industry value for any given datum. As supplement frequency and severity, as well as total loss designation activities vary by carrier, we suggest that each company isolate their own development factors to apply to their own unique data sets.

Average Appraisal ValuesThe average initial appraisal value, calculated by combining data from all first- and third-party repairable vehicle appraisals uploaded through Mitchell systems in Q2-2010, was $2,456—a $12 increase from the previous year’s Q2-2009 appraisal average of $2,444. Applying the prescribed development factor to these data points produces an anticipated average appraisal value of $2,560 on a relatively older vehicle.*

Mitchell Product Solution:

AIMAIM™ features immediate online data access, custom report construction, ad-hoc query capabilities, weekly updates, and the ability to accept and consolidate detailed appraisal data from all major estimating platforms. For more information on AIM, visit Mitchell’s website at www.mitchell.com.

*NOTE: Values provided from Guidebook benchmark averages, furnished through Mitchell UltraMate®.


Mitchell Collision Repair Industry Data


UltraMateUltraMate® is Mitchell’s advanced estimating system, combining database accuracy, automated calculations, and repair procedure pages to produce estimates that are comprehensive, verifiable, and accepted throughout the collision industry. UltraMate is a central component of Mitchell’s all-in-one estimating, imaging, and claims workflow management solution, UltraMate Premier Suite. For more information on UltraMate and UltraMate Premier Suite, visit Mitchell’s website at www.mitchell.com.

$14,000

$12,000

$10,000

$8,000

$6,000

$4,000

$2,000

Q4 2007

6.07

Q2 2008

5.95

Q4 2008

6.33

Q2 2009

6.26

Q4 2009

6.79

Q2 2010

6.70

Average Appraisal Values, ACVs and AgeAll APD Line Coverages

Appraisals ACV’s

$2,565

$12,729

$2,472

$12,693

$2,621

$11,773

$2,444

$11,325

$2,608

$11,981

$2,456/2,560

$12,447

Avg. Unit Age

Collision LossesMitchell’s Q2-2010 data reflect an average gross Collision appraisal value of $2,782—$5 less than this same period last year. Applying the indicated development factor suggests a final Q2-2010 average gross Collision appraisal value of $2,937. At $13,201, the average Actual Cash Value (ACV) of vehicles appraised for Collision losses during Q2-2010 reflects an increase in value despite the increase in age of those vehicles.*

Comprehensive LossesThe initial average gross appraisal value for Comprehensive coverage estimates processed through our servers was $2,569—a $193 increase from Q2-2009. Applying the prescribed development factor for this data set produces a final anticipated average severity of $2,628.*



Mitchell Collision Repair Industry Data (con't.)

$14,000

$12,000

$10,000

$8,000

$6,000

$4,000

$2,000

Q4 2007

6.28

Q2 2008

5.99

Q4 2008

6.40

Q2 2009

6.26

Q4 2009

6.79

Q2 2010

6.75

Average Appraisal Values, ACVs and AgeComprehensive Losses

Appraisals ACV’s

$2,367

$12,789

$2,438

$12,916

$2,479

$11,953

$2,376

$11,517

$2,558

$12,397

$2,569/2,628

$12,719

Avg. Unit Age

$14,000

$12,000

$10,000

$8,000

$6,000

$4,000

$2,000

Q4 2007

5.72

Q2 2008

5.58

Q4 2008

5.93

Q2 2009

5.84

Q4 2009

6.34

Q2 2010

6.22

Average Appraisal Values, ACVs and AgeCollision Coverage*

Appraisals ACV’s

$2,941

$13,648

$2,802

$13,398

$2,987

$12,453

$2,787

$11,989

$3,001

$12,698

$2,782/2,937

$13,201

Avg. Unit Age

Hybrid: Facts At-A-Glance…• 1900 marked the introduction of

the first hybrid car in the world—the Lohner-Porsche Mixte. Inventor Ferdinand Porsche is credited with designing the wheel power generators used in today’s hybrids.

• In 1997, over 90 years after the debut of the Mixte, the world witnessed the launch of the first commercial hybrid car—Toyota’s Prius.

• The term hybrid generally refers to hybrid electric vehicles (HEVs), which feature an internal combustion engine as well as an electric motor.

• Hybrid cars like the Toyota Prius produce 90% less pollutants than comparable gas-only cars

• Most of the hybrids available today use gasoline as the primary source of power. However, they have the ability to switch to electric mode when needed.

• Many of today’s hybrids don’t require any plug-in charging. They recharge on their own when the car is in motion.

• Hybrid cars are very economical. On the average, these vehicles achieve about 50 miles per gallon and require just one-third of gas used by their conventional counterparts.



Third-Party Property DamageIn Q2-2010, our initial industry average gross Third-Party Property Damage appraisal was $2,192, compared to $2,187 in Q2-2009—reflecting a $5 increase between these respective periods. However, adding the prescribed development factor for this coverage type yields a Q2-2010 adjusted appraisal value of $2,261—an overall $74 increase from the same period in 2009. In Q2-2010, the average PD appraised vehicle ACV was $11,812—one of the highest ACV’s we’ve seen on Third-Party vehicles since 2008, showing a strengthening in used car values.*

SupplementsEditors Note: As it generally takes at least three months following the original date of appraisal to accumulate most supplements against an original estimate of repair, we report (and recommend viewing supplement information) three months after-the-fact to obtain the most accurate view of these data.

In Q2-2010, 27.62% of all original estimates prepared by Mitchell-equipped estimators during that period were supplemented one or more times. In this same period, the pure supplement frequency (supplements to estimates) was 47.29%—reflecting a 2.35 point or 5% relative increase from that same period in 2009. The average combined supplement variance for this quarter was $586.99—$36.67 lower than in Q2-2009.


$12,000

$10,000

$8,000

$6,000

$4,000

$2,000

Q4 2007

6.27

Q2 2008

6.15

Q4 2008

6.59

Q2 2009

6.52

Q4 2009

7.10

Q2 2010

6.96

Average Appraisal Values, ACVs and AgeAuto Physical Damage APD

Appraisals ACV’s

$2,292

$11,957

$2,222

$12,069

$2,337

$11,131

$2,187

$10,736

$2,313

$11,329

$2,192/2,261

$11,812

Avg. Unit Age

Q4/07 Q2/08 Q4/08 Q2/09 Q4/09 Q2/10 Pt/$ Change % Change

34.83 31.98 33.91 31.8 34.41 27.62 -4.18 -13%

47.25 45.71 46.5 44.94 44.66 47.29 2.35 5%

645.44 635.63 653.27 623.66 678.4 586.99 -36.67 -6%

25.17 25.71 24.92 25.52 26.01 23.9 -1.62 -6%

Date

% Est. Supplement

% Supplement

Avg. Combined Supp. Variance

% Supplement $

Average Supplement Frequency and Severity



Average Appraisal Make-upThis chart compares the average appraisal make-up as a percentage of dollars, constructed by Mitchell-equipped estimators. These data points reflect no change in the use of parts or labor but a small increase in paint and materials.

Parts AnalysisEditor’s Note: While there isn’t a perfect correlation between the types of parts specified by estimators and those actually used during the course of repairs, we feel that the following observations are directionally accurate for both the insurance and auto body repair industries. This segment illuminates the percentage of dollars allocated to each unique part-type.

As a general observation, recent data show that parts make up 41.34% of the average value per repairable vehicle appraisal—5.99 points less than the average allocation of labor dollars. In addition, the overall trend continues to reflect a decrease in the use of OEM parts—due in part to several vehicle manufacturers increasing collision part prices. However, it appears that OEM parts use seems to be seasonally affected in the second quarter of each year, which can likely be attributed to hail storms impacting overall OEM use.

Parts Type Definitions

• Original Equipment Manufacturer (OEM): Parts produced directly by the vehicle manufacturer or its authorized supplier, and delivered through the manufacturer's designated and approved supply channels. This category covers all automotive parts, including sheet metal and mechanical parts.

• Aftermarket: Parts produced and/or supplied by firms other than the Original Equipment Manufacturer’s designated supply channel. This may also include those parts originally manufactured by endorsed OEM suppliers, which have later followed alternative distribution and sales processes. While this part category is often only associated with crash replacement parts, the automotive aftermarket also includes a large variety of mechanical and custom parts as well.

• Non-New/Remanufactured: Parts removed from an existing vehicle that are cleaned, inspected, repaired and/or rebuilt, usually back to the Original Equipment Manufacturer’s specifications, and re-marketed through either the OEM or alternative supply chains. While commonly associated with mechanical hard parts such as alternators, starters and engines, remanufactured parts may also include select crash parts such as urethane and TPO bumpers, radiators and wheels as well.

• Like Kind and Quality (LKQ): Parts removed from a salvaged vehicle and re-marketed through private or consolidated auto parts recyclers. This category commonly includes all types of parts and assemblies, especially body, interior and mechanical parts.

Editor’s Note: It is commonly understood within the collision repair and insurance industries that a very large number of LKQ “parts” are actually “parts-assemblies” (such as doors, which in fact include numerous attached parts and pieces). Thus, attempting to make discrete comparisons between the average number of LKQ and any other parts types used per estimate may be difficult and inaccurate.


MitchellAlternateParts Program

Mitchell Alternate Parts Program (MAPP™) offers automated access to nearly 30,000,000 Remanufactured, Aftermarket, and OEM Discount parts from over 2,000 suppliers, ensuring shops get the parts they need from their preferred vendors. MAPP is fully integrated with UltraMate for total ease-of-use. Designated company administrators are also provided the MAPP Matrix Manager application free of charge—allowing clients the ability to manage their MAPP matrices, run four different matrix reports, add new suppliers/parts, all from their local platform without the need for Mitchell support/intervention.


QualityRecycledParts (QRP)

Mitchell Quality Recycled Parts (QRP™) is the most comprehensive source for finding recycled parts. It gives online access to a parts database compiled from a growing network of more than 3,300 of the highest quality recyclers in the U.S. and Canada, covering more than 400 part categories representing access to nearly 44,000,000 parts from recyclers’ parts inventories—updated daily. QRP is fully integrated with UltraMate for total ease-of-use. In addition, for selected QRP parts, UltraMate automatically applies Mitchell’s Assembly Time Guide labor allowances and P-pages specific to LK parts replacement.


45.66 41.02 44.76 41.6 44.67 41.54 -0.06 0%

43.48 48.08 43.99 47.09 43.86 47 -0.09 0%

9.47 10.19 9.97 10.54 10.29 10.87 0.33 3%

Date

% Average Part $

% Average Labor $

% Paint Material $

% Average Appraisal Dollars by Type


Original Equipment Manufacturer (OEM) Parts Use in Dollars

In Q2-2010, OEM parts represented a mere 67.9% of all parts dollars specified by Mitchell-equipped estimators. This is yet another decline from previous quarters and reflects a continuing trend.

Aftermarket Parts Use in Dollars

In Q2-2010, 12.8% of all parts dollars recorded on Mitchell appraisals were attributed to Aftermarket sources—up significantly from Q2-2009. Aftermarket parts use has now topped 12% for the last few quarters and may soon hit a record 13%.

Remanufactured Parts Use in Dollars

Currently listed as “Non-New” parts in our estimating platform and reporting products, Remanufactured parts currently represent 5.8% of the average gross parts dollars used in Mitchell appraisals during Q2-2010. This reflects another increase, offsetting the decrease in OEM parts use.

Like Kind and Quality Parts Use in Dollars

LKQ parts constituted 13.4% of the average parts dollars used per appraisal during Q2-2010—reflecting a .9 point relative increase from this same period last year. LKQ parts use continues to benefit from OEM’s decline.

74.4%

Q4/07 Q2/08 Q4/08 Q2/09 Q4/09 Q2/10

OEM Parts, as a % of Total Parts Dollars per Appraisal

72.8%74.4% 70.7% 68.8% 67.9%

10.6%

Q4/07 Q2/08 Q4/08 Q2/09 Q4/09 Q2/10

Aftermarket Parts, as a % of Total Parts Dollars per Appraisal

10.4% 11.0% 11.7% 12.7% 12.8%

Non-New/Remanufactured Parts, as a % ofTotal Parts Dollars per Appraisal

4.6%

Q4/07 Q2/08 Q4/08 Q2/09 Q4/09 Q2/10

4.7% 4.8% 5.2% 5.4% 5.8%


10.4%

Q4/07 Q2/08 Q4/08 Q2/09 Q4/09 Q2/10

LKQ Parts, as a % of Total Parts Dollars per Appraisal

10.5% 11.4% 12.5% 13.1% 13.4%

Paint and MaterialsDuring Q2-2010, Paint and Materials made up nearly 10.9% of our average appraisal value—representing a .4-point relative increase from Q2-2009. Represented differently, the average paint and materials rate—achieved by dividing the average paint and materials allowance per estimate by the average estimate refinish hours—yielded a rate of $29.56 per refinish hour in this period, compared to $28.57 in Q2-2009.

Editor’s note: The chart shown now excludes comprehensive estimates in the calculations to avoid seasonal hail related swings in the data reported.




RefinishingMaterialsCalculator (RMC)

Mitchell’s Refinishing Materials Calculator™ (RMC) provides accurate calculations for refinishing materials costs by incorporating a database of over 10,000 paint codes from eight paint manufacturers. It provides job-specific materials costing according to color and type of paint, plus access to the only automated, accurate, field-tested, and industry-accepted breakdown of actual costs of primers, colors, clear coats, additives, and other materials needed to restore vehicles to preaccident condition. RMC is now also fully integrated with UltraMate and UltraMate Premier Suite for total ease of use. For more information on RMC, visit Mitchell’s website at www.mitchell.com.

Q4 2007 Q2 2008 Q4 2008 Q2 2009 Q4 2009 Q2 2010

Paint and Materials, by Quarter

% of Appraisal $ Rate = Average P&M $/Average Refinish Hours/Estimate

9.5%$26.13

10.2%$27.30

10.0%$27.56

10.5%$28.57 10.3% $28.87

10.9% $29.56

Labor AnalysisAverage body labor rates rose in some of our sample states when comparing the average labor rate from the first half of in 2009 to the same period of 2010.

Refinish (32.7%)

Parts Replacement (25.8%)

Parts Repair (41.5%)

% Average Labor Dollars by Type

Average Body Labor Rates and Change by State

47.00 48.46 1.46 3%

49.18 49.87 0.69 1%

41.78 41.80 0.02 0%

43.31 43.75 0.44 1%

47.08 47.52 0.44 1%

41.75 42.24 0.49 1%

44.76 44.22 -0.54 -1%

46.01 46.10 0.09 0%

42.58 42.80 0.22 1%

44.73 44.69 -0.04 0%

42.70 42.43 -0.27 -1%

Arizona

California

Florida

Hawaii

Illinois

Michigan

New Jersey

New York

Ohio

Rhode Island

Texas

First Half First Half $ % 2009 2010 Change Change

AdjustmentsIn Q2-2010, the percentage of adjustments made decreased from the same quarter in the previous year. The dollar amount of betterment taken increased a mere $1.81 compared to Q2-2009 levels. Average appearance allowances in Q2-2010 were $1.27 higher than in the same period of 2009.

Q4/07 Q2/08 Q4/08 Q2/09 Q4/09 Q2/10 Pt$/Change % Change

4 3.42 2.84 3.52 3.71 3.44 -0.08 -2%

3.21 2.59 2.02 2.67 2.87 2.6 -0.07 -3%

0.56 0.57 0.58 0.6 0.62 0.57 -0.03 -5%

4.52 4.55 4.74 5.2 5.13 5.38 0.18 3%

114 116.66 123.06 121.1 117.42 122.91 1.81 1%

168.81 177.87 185.35 184.68 183.9 185.95 1.27 1%

Date

% Adjustments Est

% Betterment Est

% Appear Allow Est

% Prior Damage Est

Avg. Betterment $

Avg. Appear Allow $

Adjustment $ and %’s

NEW: Mitchell Procedure Page Updates


There have been two additions to the Mitchell P-Pages that address longstanding issues within our industry:

1. The first deals with the additional steps required prepping “raw” substrates for

refinishing. Mitchell has introduced a formula to assist in estimating these components. The formula allows for .2 per refinish hour (20%) for plastic components that come from the manufacturer/supplier in a raw/un-primed state. It goes on to show the steps that were seen as common to today’s paint systems as “Included Operations”: detergent wash, alcohol/plastic cleaner wash, additional solvent wash, application of specialized adhesion promoter, and clean equipment.

2. The second issue—and subsequent addition to the P-Pages—deals with refinishing

a pickup bed. Previously, Mitchell’s labor time premise provided for refinish of a bed as a “one step” process inside and out. Mitchell conducted time studies on the refinish process and identified the need to add a formula to mask the interior of the bed when it is to be done separately as a second step. The formula developed from this research allows for an additional .5 hour for separately masking the interior of a pickup bed.

Industry members raised these two concerns at Mitchell’s Editorial Advisory Board, and as such, we have been examining them in great detail. “Our Content Management Group has always responded to the needs and concerns of our customers,” said Wayne Krause, Manager of Labor and Specialty Databases. “These formulas and the work that our staff undertook in their research, time study and development are a credit to their willingness to respond to the topics and concerns pertinent to our industry. Our board and its membership spoke, and our group responded with tools that should assist in the negotiation process of these operations,” Krause added.

The formulas identified can be found in Mitchell’s P-Pages under “Procedure 28 – Refinish Procedure.”

WHY THE NEED FOR A PROCEDURE PAGE UPDATE SECTION:

The PROCEDURE PAGE (P-PAGE) UPDATE section is a new feature added to this issue of the Industry Trends Report. In order to achieve our goal of always providing best-in-class solutions—and equally as important—responding to the voice of our customers—our Content Management Group is dedicated to addressing top-of-mind issues for the collision repair industry. In doing so, the Group conducts extensive research and rigorous time studies that often lead to changes in the P-Pages. In upcoming additions, we’ll be highlighting these changes as well.

Powered by:

Total Loss



WorkCenter™ Total LossWorkCenter™ Total Loss is a state-of-the-art, loss vehicle valuation system designed to: 1) Improve policyholder satisfaction with the settlement process, 2) Automate Department of Insurance regulation compliance, and 3) Improve efficiency, reduce settlement time, and manage settlement costs. WorkCenter Total Loss’s valuations are reliable and easy-to-understand. They’re reliable because they’re based on vehicles recently sold or advertised in the same area as the vehicle owner. Valuations are easy-to-understand because they are intuitive, and reports include details on comparable vehicles used in a valuation. WorkCenter Total Loss incorporates a leading-edge analytic model developed through a partnership with J.D. Power and Associates®—widely recognized and respected for their expertise and impartiality. You and your policyholders can be confident that valuations are fair and accurate.

The charts below continue to illustrate that our passenger car population is the oldest on the road in our history, and that the Pickup/Van/SUV category continues to increase in value.

Q4 Q2 Q4 Q2 Q4 Q2 Vehicles 2007 2008 2008 2009 2009 2010

Convertible $9,779.54 $9,631.70 $9,424.83 $9,216.57 $9,101.75 $9,178.96

Coupe $6,169.74 $6,009.25 $6,037.39 $5,859.95 $6,118.41 $6,296.83

Hatchback $5,534.71 $5,523.09 $5,784.14 $5,916.53 $6,214.92 $6,408.26

Sedan $6,163.93 $6,008.92 $6,117.93 $5,888.32 $6,231.96 $6,299.16

Wagon $7,472.60 $7,388.57 $7,253.19 $6,912.37 $7,249.66 $7,384.34

Other Passenger $14,966.13 $13,308.28 $16,275.56 $13,793.99 $16,370.09 $15,349.43

Pickup $8,926.11 $8,925.66 $8,496.76 $8,092.18 $8,927.98 $8,928.99

Van $5,714.17 $5,670.79 $5,353.26 $4,922.91 $5,420.61 $5,491.76

SUV $9,293.89 $9,148.70 $8,371.42 $7,826.75 $8,739.39 $9,014.05

Other Pickup/Van/SUV $7,502 $3,136.13 $15,035.29 $12,518.70 $17,033.68 $18,427.50

Q4 Q2 Q4 Q2 Q4 Q2 Vehicles 2007 2008 2008 2009 2009 2010

Convertible 10.23 9.95 10.32 10.01 10.97 10.58

Coupe 10.33 10.17 10.52 10.27 10.81 10.7

Hatchback 10.50 10.08 10.05 9.64 9.81 9.61

Sedan 9.51 9.25 9.67 9.40 9.90 9.76

Wagon 8.93 8.38 8.78 8.34 8.68 8.53

Other Passenger 10.84 10.95 11.01 11.09 11.53 11.19

Pickup 10.04 9.94 10.03 10.05 10.82 10.86

Van 9.85 9.51 9.88 9.59 10.29 10.16

SUV 8.45 8.27 8.56 8.44 9.18 9.01

OtherPickup/Van/SUV 17.82 18.19 7.34 15.94 20.97 16.7

Average Vehicle Age in Years

Average Vehicle Actual Cash Value

At the request of our customers and friends in Canada, we are pleased to provide the following Canada-specific statistics, observations, and trends. All dollar-figures appearing in this section are in CDN$. As a point of clarification, these data are the product of upload activities from Body Shop, Independent Appraisers and Insurance personnel, more accurately depicting insurance-paid loss activity, rather than consumer direct or retail market pricing. Average Appraisal ValuesSeverity Overall: The average intial gross appraisal value, calculated by combining data from all first- and third-party repairable vehicle appraisals uploaded through Mitchell Canadian systems in Q2-2010, was $2,998—a $49 decrease from Q2-2009. However, when applying the prescribed development factor, we find an anticipated average appraisal value of $3,291—a significant increase from Q2-2009 and reflective of large supplement impact on Canadian estimates.*

Collision LossesMitchell’s Q2-2009 data reflects an initial Canadian average gross collision severity of $3,069—a $24 increase over Q2-2009. But when we apply the prescribed development factor, we obtain an estimated final value of $3,415—reflecting a decrease of $370.*

Editors Note: All dollar-figures appearing in this section are in CDN$. As a point of clarification, these data are the product of upload activities from Body Shop, Independent Appraisers and Insurance personnel, more accurately depicting insurance-paid loss activity, rather than consumer direct or retail market pricing.


Canadian Collision Summary

$14,000

$12,000

$10,000

$8,000

$6,000

$4,000

$2,000

Q4 2007

5.55

Q2 2008

5.27

Q4 2008

5.40

Q2 2009

5.24

Q4 2009

5.54

Q2 2010

5.35

Canada—Severity Overall

Appraisals ACV’s

$3,141

$13,558

$2,988

$12,779

$3,221

$12,669

$3,047

$12,043

$3,266

$12,528

$2,998/3,291

$12,988

Avg. Unit Age


$14,000

$12,000

$10,000

$8,000

$6,000

$4,000

$2,000

Q4 2007

5.47

Q2 2008

5.19

Q4 2008

5.36

Q2 2009

5.20

Q4 2009

5.47

Q2 2010

5.30

Canada—Severity Collision

Appraisals ACV’s

$3,232

$13,597

$3,002

$12,791

$3,286

$12,645

$3,045

$11,948

$3,312

$12,550

$3,069/3,415

$13,007

Avg. Unit Age

W

Comprehensive LossesIn Q2-2010, the average initial gross Canadian appraisal value for comprehensive coverage estimates processed through our servers was $2,935—or $497 higher than in Q2-2009. However, by applying the prescribed development factor, the anticipated average appraisal value will be slightly lower at $2,931.*

Third-Party Property DamageIn Q2-2010, our Canadian industry initial average gross Third-Party property damage appraisal was $2,464—a decrease of $121 from Q2-2009 on a slightly newer vehicle age estimated. Applying the prescribed development factor, the anticipated appraisal value will decrease to $2,804.*


Canadian Collision Summary (con't.)


About Mitchell in Canada…

For more than 20 years, Mitchell’s dedicated Canadian operations have focused specifically and entirely on the unique needs of collision repairers and insurers operating in the Canadian marketplace. Our Canadian team is known for making itself readily available, for being flexible in its approach to improving claims and repair processes, and for its ‘second to no one’ commitment to customer support. Headquartered in Toronto, with offices across Canada, Mitchell Canada delivers state-of-the-art, multi-lingual collision estimating and claims workflow solutions (including hardware, networks, training, and more), world-class service, and localized support.

To learn more about Mitchell Canada and its solutions and services, contact:

Mike JerryVice President and General Manager–Mitchell Canadat: 888.209.4338f: 416.733.1633

$14,000

$12,000

$10,000

$8,000

$6,000

$4,000

$2,000

Q4 2007

5.69

Q2 2008

5.33

Q4 2008

5.42

Q2 2009

5.19

Q4 2009

5.68

Q2 2010

5.37

Canada—Severity Comprehensive

Appraisals ACV’s

$3,043

$14,203

$3,291

$13,475

$3,296

$13,386

$3,432

$13,463

$3,350

$13,286

$13,951

Avg. Unit Age

$2,935/2,931

$12,000

$10,000

$8,000

$6,000

$4,000

$2,000

Q4 2007

6.10

Q2 2008

6.35

Q4 2008

6.05

Q2 2009

6.26

Q4 2009

6.80

Q2 2010

6.22

Canada—Severity Third Party

Appraisals ACV’s

$2,643

$12,322

$2,674

$11,483

$2,846

$12,471

$2,585

$10,484

$2,832

$11,224

$12,106

Avg. Unit Age

$2,464/2,804

W



Average Appraisal Make-upThis chart compares the average appraisal make-up as a percentage of dollars, constructed by Mitchell-equipped estimators. These data points reflect an increase in Paint Materials and Parts dollars, while the percentage Labor has decreased between these respective periods.


44.5 40.53 42.88 39.52 43.79 41.85 2.33 6%

44.35 47.48 45.37 48.06 44.33 46.07 -1.99 -4%

8.4 9.03 8.68 8.86 8.7 9.23 0.37 4%

Date

% Average Part $

% Average Labor $

% Paint Material $

% Average Appraisal Dollars by Type

SupplementsIn Q2-2010, 36.78% of all original estimates prepared by Mitchell-equipped estimators during that period were supplemented one or more times. In this same period, the pure supplement frequency (supplements to estimates) was 66.41%—reflecting a 10.49 point or a 19% relative increase from that same period in 2009. The average combined supplement variance for this quarter was $339.53—$-37.42 lower than in Q2-2009.

Q4/07 Q2/08 Q4/08 Q2/09 Q4/09 Q2/10 Pt/Change % Change

41.9 40.91 42.87 39.32 43.06 36.78 -2.54 -6%

51.9 61.29 61.21 55.92 20.66 66.41 10.49 19%

362.96 337 395.89 376.95 461.59 339.53 -37.42 -10%

11.56 11.28 12.29 12.37 14.13 11.32 -1.05 -8%

Date

% Est Supplements

% Supplements

Avg Combined Supp Variance

% Supplement $

Supplement %’s

AdjustmentsIn Q2-2010, the average times betterment was taken on estimates decreased by 5%—yet the dollar amount increased by 9%. The number of times appearance allowances were given decreased, with the average amount given increasing by 13%.

Q4/07 Q2/08 Q4/08 Q2/09 Q4/09 Q2/10 Pt/$Change % Change

3.65 3.29 3.03 3.15 3.2 2.94 -0.21 -7%

3.16 2.76 2.59 2.53 2.71 2.41 -0.12 -5%

0.49 0.52 0.45 0.58 0.45 0.49 -0.09 -16%

0.1 0.12 0.04 0.14 0.17 0.15 0.01 7%

152.25 174.89 160.08 181.71 192.03 197.85 16.14 9%

180.46 203.32 222.03 159.33 180.81 179.58 20.25 13%

Date

% Adjustments Est

% Betterment Est

% Appear Allow Est

% Prior Damage Est

Avg. Betterment $

Avg. Appear Allow $

Adjustment $ and %’s

W



Refinish (34.6%)

Remove/Replace (23.3%)

Repair (42.1%)

% Average Labor Dollars by Type

Labor AnalysisAll data reflect the percentage of labor-type dollars utilized in the construction of Mitchell appraisals by Canadian estimators. Labor rates rose in most Provinces and Territories, with British Columbia showing the biggest increase.

67.78 67.77 -0.01 0%

56.60 59.50 2.90 5%

56.41 57.72 1.31 2%

54.35 55.22 0.87 2%

78.09 78.26 0.17 0%

52.19 52.76 0.57 1%

44.73 45.73 1.00 2%

78.27 81.29 3.02 4%

ALBERTA

BRITISH COLUMBIA

NEWFOUNDLAND & LABRADOR

NOVA SCOTIA

NORTHWEST TERRITORIES

ONTARIO

QUEBEC

YUKON TERRITORY

Average Body Labor Rates and Changes by Province

Parts AnalysisAs a general observation, recent data show that parts make up 44.9% of the average value per repairable vehicle appraisal, about 0.63 points more than the average allocation of labor dollars. In addition, the overall trend now reflects a considerable decrease in OEM parts use, an increasing volume of Aftermarket parts dollars used by Mitchell-equipped estimators, relatively constant Remanufactured parts use, and rising LKQ (recycled) parts use.

Editor’s Note: While there isn’t a perfect correlation between the types of parts specified by estimators and those actually used during the course of repairs, we feel the following observations to be directionally accurate for both the insurance and auto body repair industries. This segment illuminates the percentage of dollars allocated to each unique part-type.

For Parts Types Definitions, see page 20.

W

Paint and MaterialsDuring Q2-2010, Paint and Materials made up nearly 9.2% of our average appraisal value, representing a .3-point relative increase from Q2-2009. Represented differently, the average paint and materials rate—achieved by dividing the average paint and materials allowance per estimate by the average estimate refinish hours—yielded a rate of CDN $32.41 per refinish hour in this period, compared to $31.49 Q2-2009.

Editor’s note: The chart shown now excludes comprehensive estimates in the calculations to avoid seasonal hail related swings in the data reported.

Q4 2007 Q2 2008 Q4 2008 Q2 2009 Q4 2009 Q2 2010

Paint and Materials, by Quarter

% of Appraisal $ Rate = Average P&M $/Average Refinish Hours/Estimate

8.4% $29.16

9.0%

$30.428.7%

$31.018.9% $31.49

8.7%

$32.07 9.2%$32.41

First Half First Half $ % 2009 2010 Change Change

Original Equipment Manufacturer (OEM) Parts Use in Dollars

In Q2-2010, Canadian OEM parts use decreased compared to Q2-2009 and has fallen to rates fairly similar to mid last year. Similar to trends in the U.S., Canadian estimators seem to be substituting more alternate parts for new OEM parts.

Aftermarket Parts Use in Dollars

Aftermarket parts use in Canada rose again in Q2-2010—topping 12%.

Remanufactured Parts Use in Dollars

Remanufactured parts use in Canada was 3.8% for Q2-2010 compared to 3.5% in Q2-2009.

Like Kind and Quality Parts Use in Dollars

LKQ parts use in Canada appears to be on the increase once again topping 11% in Canada, as OEM parts use continues to dwindle.



3.2%

Q4/07 Q2/08 Q4/08 Q2/09 Q4/09 Q2/10

Canada—Non-New/Remanufactured

3.3% 3.0% 3.5% 3.3% 3.8%

10.6%

Q4/07 Q2/08 Q4/08 Q2/09 Q4/09 Q2/10

Canada—LKQ

10.3% 10.4% 11.1% 10.8% 11.9%

10.9%

Q4/07 Q2/08 Q4/08 Q2/09 Q4/09 Q2/10

Canada—Aftermarket

11.0% 10.9% 11.0% 11.8% 12.2%

75.3%

Q4/07 Q2/08 Q4/08 Q2/09 Q4/09 Q2/10

75.3% 75.7% 74.4% 74.2% 72.2%

Canada—OEM

W

Personal Injury Protection (PIP)During Q1-2010, the 12-month rolling average for countrywide Personal Injury Protection claims (as calculated from the percentage of such claims reported per 100 insured exposures) was 1.45—showing a rising trend, with the average claim severity topping $9,000.

Bodily InjuryAs of Q1-2010, the 12-month rolling average for countrywide bodily injury paid claim frequency was .90—identical to the previous two quarters—and below the averages from the first half of 2009.

Editors Note: All information depicted here is based on the most recent and available ISS (formerly PCIAA) Fast Track data, reported one quarter in arrears.

About Mitchell Auto Casualty Solutions…

Mitchell’s Auto Casualty Solutions division has 20+ years experience delivering successful technology, database, and service solutions for collision-injury claim handling that are accurate and efficient. Mitchell Auto Casualty Solutions is proud to serve many of the top P&C Insurers using both enterprise-wide and standalone implementations.

Mitchell Decision Point® facilitates 1st and 3rd party claim-handling by automating vital tasks—thus streamlining a carrier’s claims processing. Applying carrier-specific business procedures, claimant-specific treatment protocols, and Mitchell’s industry acumen, the majority of claims are handled without human intervention from first notice of loss through payment. Exceptions are handled via automated assignment to the appropriate subject matter expert (nurse reviewer, special investigator, experienced adjuster). Decision Point monitors compliance with federal and state regulations, and includes powerful analytic capabilities for predictive modeling and performance management.

Mitchell Auto Casualty Solution’s extensive customer service infrastructure provides clients with training, plus systems, content, regulatory, and litigation support, process consulting, and outsource service options.

To learn more about Mitchell Auto Casualty Solutions and its casualty solutions, visit www.mitchell.com, or contact:

Jeff Pirino Vice President of Casualty Sales Mitchell Auto Casualty Solutions [email protected] t: 858-368-8381


Casualty Statistics

$12,500$12,000$11,500$11,000$10,500$10,000$9,500$9,000$8,500$8,000$7,500$7,000

Countrywide BI Severity$11,933 $12,093 $12,147 $12,107 $12,211

Q1 2009 Q2 2009 Q3 2009 Q4 2009 Q1 2010

Q1 2009 Q2 2009 Q3 2009 Q4 2009 Q1 2010

0.96%0.95%0.94%0.93%0.92%0.91%0.90%0.89%

0%

Countrywide BI Frequency

0.920.91

0.90 0.90 0.90

Q1 2009 Q2 2009 Q3 2009 Q4 2009 Q1 2010

1.5%

1.4%

1.3%

1.2%

1.0%

Countrywide PIP Frequency

1.351.38

1.41 1.43 1.45

$9,000$8,500$8,000$7,500$7,000$6,500$6,000$5,500$5,000

Countrywide PIP Severity

$8,604 $8,697 $8,788 $8,913

Q1 2009 Q2 2009 Q3 2009 Q4 2009 Q1 2010

$9,038


About MitchellMitchell International, Inc.

9889 Willow Creek Rd. – San Diego, CA 92131 – 858.368.7000

Mitchell International, Inc., founded in 1946 and headquartered in San Diego, California, is a leading provider of information and workflow solutions to the Property & Casualty Claims and Automotive Collision Repair industries. The company’s comprehensive solution portfolio streamlines the entire auto physical damage, bodily injury and workers’ compensation claims processes. Mitchell enables millions of electronic transactions between more than 30,000 business partners each month to enhance partner productivity, profitability, and customer satisfaction.

From the moment policyholders notify their insurance companies of a vehicle claim, Mitchell’s robust solutions take action, transforming the entire claims and repair cycle into a streamlined, end-to-end process using intuitive tools, decision-driven software and shared workspaces that deliver a much improved and efficient experience. From initial damage appraisal to helping collision repairers safely and efficiently return vehicles to pre-accident condition, insurers and collision repair businesses depend on Mitchell to deliver cost savings to their organizations and pleasant and timely claims settlement to their customers.

Mitchell also has a 20-year track record of delivering solutions to help Auto Insurance Carriers and Workers’ Compensation Claims Payers evaluate and settle their medical claims faster and more accurately. With an unmatched breadth of medical data and decision support experience, Mitchell offers a variety of technology, database, and service solutions that enable its clients to control costs and improve consistency throughout the claims process.

Mitchell International is a privately-held company, owned primarily by the Aurora Capital Group. Aurora Capital is a Los Angeles-based investment firm formed in 1991 that acquires and builds companies in partnership with operating management. The firm currently manages approximately $2 billion in capital and is committed to investing in companies with unique, defensible market positions. Aurora is dedicated to generating long-term value principally through investing the time and resources necessary to enhance the fundamentals of each of its businesses.

For more information on Mitchell International, visit www.mitchell.com.

For more information on Aurora Capital, please visit its website: www.auroracap.com.

Mitchell News Releases Q2-2010Mitchell’s FastPhoto Manager Reduces Cycle Times by Speeding up Photo Documentation Process

Integrated module of RepairCenter™ automatically scans, organizes, and links photos to specific estimates and repair orders

San Diego, CA—June 21, 2010—Mitchell International, Inc., a leading provider of information, workflow and performance management solutions to the Property & Casualty claims and Collision Repair industries, today announced the release of RepairCenter FastPhoto Manager, an innovative image management system that automates the time-consuming process of capturing, sorting, and accessing collision-related photographs.FastPhoto Manager is a fully integrated module of the Mitchell RepairCenter™—a modular shop workspace that improves workflow by combining repair, customer experience, and business management into a streamlined user experience.

RepairCenter FastPhoto Manager is the collision industry’s first image management system to be integrated seamlessly with a shop workspace or business management system and automatically send, sort, size, load, and link photos to repair orders and estimates through advanced barcode technology. The system will work in any facility wishing to attach vehicle photos to the correct estimate or RO with the push of a button on the camera. To kick off this milestone product, Mitchell is offering, for a limited time, a free camera or 3-month free subscription with every new RepairCenter FastPhoto purchase.

Jesse Herrera, Senior Vice President, Product Management and Marketing for Mitchell International, said, “Having FastPhoto Manager built into RepairCenter, the market’s leading Shop Workspace, is an exciting innovation for our industry and gives collision repairers a powerful tool to help them save time and money on every repair order. With so many new features and enhanced functionality in the new platform, shops can substantially speed up the vehicle photo documentation process.”

Shops using RepairCenter FastPhoto Manager report significant time savings, some up to 30 minutes per repair order. The system also can help collision repairers increase their accuracy in writing estimates. Wireless technology makes it quick and easy to shoot and transfer photos of all existing and supplement damage to fully document estimate dollars associated with each claim. In addition, increased visual documentation of every vehicle helps shops reduce misplaced items and pre-existing damage claims. Insurers benefit as well through the ability to easily share photos with repair partners, subrogation, and SIU.

Steve Kick, owner of Avalon Collision Centers, has three locations in Southern California and uses the FastPhoto Manager system at all of his facilities. “It’s night and day,” he says. “Prior to FastPhoto, we had to organize photos manually and take the time to move them over one file at a time. Now we can take hundreds of photos of the car and instantly sort them into the correct repair order or estimate. And I can view photos from all my shops at one central location, which is much more efficient.”

RepairCenter FastPhoto Manager is a complete paperless workflow solution that enables shops to quickly and easily manage photos for instant proof of work and vehicle condition documentation, ready to share with insurance partners, customers, and parts suppliers. The ruggedized FastPhoto digital camera displays an on-screen menu of pre-programmed stages that will document and time-stamp photos throughout all stages of work, from intake to delivery. Those photos are then wirelessly sent to the system and automatically filed with the correct RO or estimate. RepairCenter FastPhoto Manager is easy to use—employees can be trained in minutes—and offers shops peace of mind by backing up all photos daily to Mitchell’s secure data center.

For more information about the special, limited time offer and to schedule a free online demonstration of FastPhoto Manager, contact Mitchell at (800) 238-9111 (option 2) or www.mitchellrepaircenter.com/fast.


Mitchell RepairCenter™

FastPhoto Manager


Mitchell News Releases Q2-2010 (con’t.)

Progressive Selects Mitchell as Key Provider of Physical Damage Claims Solutions

San Diego, CA—June 16, 2010—Mitchell International, Inc., a leading provider of information, workflow and performance management solutions to the Property & Casualty claims and Collision Repair industries, today announced that The Progressive Corporation (NYSE: PGR), one of the nation’s largest insurers, has selected Mitchell as its key provider of physical damage claims solutions. Under the terms of the agreement, Progressive will adopt Mitchell’s WorkCenter™ solution to power its physical damage claims processing needs including assignment, repairable estimating, total loss valuation, review/audit, repair management, and reporting. The first physical damage application Progressive will roll out is WorkCenter™ Total Loss, a vehicle valuation solution developed in conjunction with customer satisfaction and vehicle pricing expert J.D. Power and Associates.

“After an extensive evaluation, Progressive has selected Mitchell as our physical damage suite provider. Mitchell’s end-to-end physical damage claims solution will enable Progressive to continue to provide accurate and efficient service to our customers, while reducing our overall technology spend. We are excited to roll out WorkCenter Total Loss this summer. The solution’s straightforward methodology developed by J.D. Power and Associates will assist with our customer satisfaction efforts during the claims settlement process,” said Michael Sieger, Claims Process General Manager, The Progressive Group of Insurance Companies.

“This new agreement between Mitchell and Progressive is groundbreaking in the industry. We’re providing one of the nation’s largest insurers with a complete end-to-end integrated physical damage processing solution. We are honored that Progressive selected Mitchell and we are committed to the flawless implementation of the WorkCenter™ solution,” said Alex Sun, President and Chief Executive Officer, Mitchell International.

Please go to www.mitchell.com to learn more about WorkCenter and Mitchell’s physical damage claims solutions.

About Progressive Insurance

The Progressive Group of Insurance Companies (www.progressive.com), in business since 1937, is one of the country’s largest auto insurance groups and largest seller of motorcycle and personal watercraft policies, and a market leader in commercial auto insurance based on premiums written. Progressive companies offer consumers choices in how to shop for, buy and manage their auto insurance policies. Progressive offers its products, including personal and commercial auto, motorcycle, boat and recreational vehicle insurance, through more than 30,000 independent insurance agencies throughout the U.S. and online and by phone directly from the Company.

True2Form Selects Mitchell’s RepairCenter

RepairCenter TechAdvisor makes technologically complex new vehicle repair data instantly available from a single integrated workspace

San Diego, CA—May 26, 2010—Mitchell International, Inc., a leading provider of information, workflow and performance management solutions to the Property & Casualty claims and Collision Repair industries, today announced that True2Form Collision Repair Centers, one of the largest collision repair companies in the eastern United States, has selected RepairCenter™ TechAdvisor for use across its entire network. Using TechAdvisor as a fully integrated component of the Mitchell RepairCenter now enables True2Form to efficiently access accurate new vehicle repair data from a single integrated solution, improving vehicle repair workflow and shop profitability.

“True2Form was looking for the best solution in the market for Original Equipment Manufacturer (OEM) repair reference data. We selected RepairCenter TechAdvisor because of its comprehensive coverage of model-specific structural repair procedures



needed to properly repair today’s complex vehicles,” said Mike Schaffer, True2Form’s Vice President of Operations.

Schaffer added, “True2Form especially values RepairCenter’s scalability and its ability to provide right-sized functionality to fit our future needs. The integration of TechAdvisor in RepairCenter saves time, helps ensure accuracy, and is more convenient than working with separate systems. With the help of RepairCenter TechAdvisor, we can further our commitment to best-practices when it comes to performing quality and safe repairs, and increase customer confidence by demonstrating strict compliance with OEM repair guidelines.”

With each model year, vehicle manufacturers offer more sophisticated electronic systems that improve vehicle safety, drivetrain, and infotainment systems, as well as enhanced vehicle designs that promise greater structural strength at reduced vehicle weight. These technological advancements are making the vehicles more complex and difficult to repair and put added pressure on repairers to keep up with OEM repair know-how.

“Mitchell shares True2Form’s commitment to utilize best practices to safely, effectively, and efficiently repair increasingly complex vehicles,” said Jason Bertellotti, Vice President of Repair Solutions for Mitchell International. “True2Form’s choice of RepairCenter validates Mitchell’s commitment to develop a single Workspace that helps shops manage the repair, the customer, and the business in a robust scalable solution able to grow with our shop partners while meeting the industry’s changing repair standards.”

RepairCenter TechAdvisor is the source of repair reference information for collision repair shops throughout the US and Canada. For more information, please go to: http://repaircenter.mitchell.com/.

About True2Form Collision Repair Centers.

Cleveland, Ohio-based True2Form (www.true2form.com) is one of the largest collision repair companies in the eastern United States, with over 40 locations in Maryland, North Carolina, Ohio, and Pennsylvania. True2Form was founded by collision repair industry veterans committed to bringing cutting edge operational and managerial practices to the auto body industry.

Mitchell’s Tom Fleming to Retire

Industry veteran Tom Fleming contributed greatly to Mitchell and the collision repair marketplace with forward-looking stance on important issues, approaches and technologies

San Diego, CA—May 24, 2010—Mitchell International, Inc., a leading provider of information, workflow and performance management solutions to the Property & Casualty claims and Collision Repair industries, today announced that Tom Fleming, Vice President of Database Development and 25-year veteran of the company, recently retired. Fleming will continue to work as a private consultant in the collision repair industry as part of his newly formed consultancy, Pelham Business Advisors, where he will continue his efforts to advance the marketplace.

Alex Sun, Mitchell’s President and CEO, said, “Tom exemplifies the Mitchell commitment to making the collision repair industry perform at as high a level as possible. His work on important industry initiatives, ranging from database development to leading important industry collaborations, has had a lasting positive impact on all who have had the opportunity to work with him. We look forward to his continued contributions to the industry as a whole and wish him well.”

Tom’s career at Mitchell started in the Labor Department in the mid-80s and by 2007, after several promotions, he assumed the responsibilities of Vice President of Industry Relations—proudly becoming the “face” of Mitchell at all key industry functions and gatherings.

Tom Fleming Vice President of Database Development and 25-year veteran of the company



Throughout his long and distinguished career Tom has been a catalyst for innovation and market leadership, benefiting Mitchell as well as the entire collision repair industry. Tom’s many accomplishments include creating the Mitchell Advisory Board, a landmark accomplishment that put in place a vehicle to gather input from a permanent group of body shop, insurance and independent industry representatives on the data, procedures and functionality of Mitchell’s products.

Tom also contributed a tremendous amount of effort directly into developing the company’s products by overseeing and improving the production of its industry leading Mitchell Collision Estimating Parts & Labor Database and introducing the Mitchell “How To” series—the predecessor to the current on-line RepairCenter™ Tech Advisor. He is also responsible for creating the Materials Estimating Guide (MEG) from its evolution to the current electronic Refinishing Materials Calculator (RMC™) and extending Mitchell’s estimating offerings into specialty claims to cover items in the heavy and medium duty truck, motorcycle, RV and marine areas. Harnessing his extensive industry knowledge, Tom expanded critical research projects and deep dives on industry facing issues as well.

Tom has also donated his time generously as an I-CAR instructor, readily sharing his knowledge and expertise with many. Throughout the years Tom has represented the industry on countless subcommittees at CIC, with the I-CAR Education foundation and many other industry functions.

“Speaking on behalf of all Mitchell employees and many industry partners, we want to congratulate and show our appreciation to Tom for his longstanding service to the industry and to Mitchell International. We thank you for your 25 years of loyal and dedicated service, and we wish you the best and continued health and success in your next chapter of your life,” added Marc Brungger Executive Vice President, Auto Physical Damage, Mitchell International.

Mitchell International’s SmartAdvisor™ Implements Real Time Partner Bridge With Three Rivers Provider Network

Technology enables reduced turnaround time, more savings and improved claims outcomes

San Diego, CA—May 17, 2010—Mitchell International, Inc., a leading provider of information, workflow and performance management solutions to the Property & Casualty claims and Collision Repair industries, today announced that the SmartAdvisor™ Real Time Partner Bridge is now available throughout the Three Rivers Provider Network, delivering significant process improvements by reducing turnaround time, and ensuring accuracy by using only the most current Preferred Provider Organization (PPO) contracts and repricing data.

“SmartAdvisor is continually seeking to leverage the power of technology to save customers time and money,” said Nina Smith, Senior Vice President and General Manager of the Mitchell International SmartAdvisor Solutions Division. “By implementing the Real Time Partner Bridge with Three Rivers Provider Network, we are creating further opportunities for cost containment and improved claims settlement by reducing turnaround time.”

The SmartAdvisor Real Time Partner Bridge gives medical bill review organizations the power to conduct instant PPO repricing and enhanced savings audits. Bill review turnaround time is reduced by an average of three days compared to conventional Electronic Data Interchange (EDI), giving payers instantaneous visibility into performance and process benchmarks using only the most current, accurate PPO contracts and repricing data. Built on standard XML file formats, the Real Time Partner Bridge leverages Software-on-Demand technology, so that users can instantly obtain the latest repricing data from PPOs, negotiation partners, specialty reviewers, and other specialty networks. Mitchell can in most cases implement the standard Real Time Partner Bridge in under 30 days, compared to the 90-100 days needed for EDI installations.

“Three Rivers Provider Network is pleased to adopt one of the medical bill review community’s leading edge technologies. As the largest, fastest-growing directly contracted

Mitchell SmartAdvisor™



discount provider network in the country, we look forward to delivering the best in medical bill review savings instantly via the Mitchell SmartAdvisor Real Time Partner Bridge.” said Todd Breeden, C.O.O., Three Rivers Provider Network.

SmartAdvisor is a comprehensive bill review solution for workers’ compensation that leads the industry in its unique combination of performance software, client services, and best-in-class partnerships. SmartAdvisor’s unique capabilities include customizable workflow modeling, Capstone® business decision rules engine, SmartReports™ data analytics and reporting tools, Claims Examiner Portal for fast, secured, real-time access to bill data, and a proven technology platform that delivers on average 50-70% straight-through processing for improved efficiencies and lower costs. In addition to being a leading workers’ compensation solution, SmartAdvisor provides the same capabilities and benefits to the auto and general liability markets and is ideal for servicing all bodily injury lines in a single platform. Visit www.mitchell.com/smartadvisor for more information or contact Mitchell SmartAdvisor Solutions directly at 1-800-421-6705 to schedule a demo of the SmartAdvisor bill review system.

Mitchell International and UpdatePromise.com Announce Technology Partnership

New offering enhances management system functionality with proactive repair status updates

San Diego, CA—May 11, 2010—Mitchell International, Inc., a leading provider of information, workflow and performance management solutions to the Property & Casualty claims and Collision Repair industries, today announced that it has completed a technology partnership agreement with UpdatePromise.com, a Web-based service provider that delivers automated repair status updates to collision shop customers via text message and e-mail.

The agreement allows UpdatePromise.com to exchange data with Mitchell management systems in order to fully automate the UpdatePromise.com system and eliminate the need for data entry by shop personnel. This technology breakthrough will enable Mitchell management system users to update their customers automatically throughout the repair process.

“Our commitment to providing the most advanced technology for collision repair shops and insurers has led us to this agreement with Mitchell International,” said David Caulfield, President of UpdatePromise.com. We are very proud of this new partnership and we look forward to serving the needs of the thousands of Mitchell users across the country. This is a significant step forward for the collision industry.”

Jason Bertellotti, Vice President of Repair Solutions for Mitchell International, added, “We’re pleased to welcome UpdatePromise.com as a Mitchell technology partner and are excited to offer this added benefit to our management system users. This agreement demonstrates our combined commitment to innovation and technology leadership, and is an excellent example of Mitchell’s dedication to working with best-in-class third party solutions to deliver enhanced value to our collision repair customers. We are committed to helping shops improve the repair experience for their customers to build loyalty and grow their business.”

About UpdatePromise.com

UpdatePromise.com is a leading communication and information technology provider to insurers, collision repair facilities and auto-service related operations throughout North America. UpdatePromise.com has developed a totally unique approach to product development and deployment strategies in an effort to ensure the greatest possible value for its customers. UpdatePromise.com has created leading-edge products that simply outperform the competition at every level.



Mitchell SmartAdvisor™ Announces Next Generation Automated Solution Integrating Medical Bill Review and Utilization Review

SmartAdvisor Utilization Review Decision Manager helps stem medical claims leakage and establish a new best practice in medical bill review

San Diego, CA—April 26, 2010—Mitchell International, Inc., a leading provider of information, workflow and performance management solutions to the Property & Casualty claims and Collision Repair industries, today announced the launch of the SmartAdvisor™ Utilization Review Decision Manager, its next generation medical bill review application that seamlessly integrates medical bill review and utilization review (UR) to deliver more accurate workers’ compensation medical bill pricing adjustments. The solution provides clients the flexibility to apply a variety of state-mandated and nationally-accepted guidelines as well as acting as a tool to implement their own custom UR guidelines and treatment plans.

The Mitchell SmartAdvisor UR Decision Manager addresses a major source of financial leakage in the medical claims environment which occurs when there is inconsistent application of utilization review or treatment plan decisions within the bill review process. The flexibility, control, and accuracy that the SmartAdvisor UR Decision Manager offers will result in a vastly more efficient claims process that produces greater straight-through utilization review decisions, reduced staffing requirements, and ensuring that only approved treatment is allowed in the bill review process. The solution is powered by the Capstone®

Business Decision Engine, a fully configurable business rules engine from SmartAdvisor that automates bill review and repricing decisions. The next generation SmartAdvisor UR Decision Manager will be available in July 2010.

Most methodologies employed by payers to apply utilization review to their workers’ compensation medical bill review are inefficient, manual processes that fail to leverage the power of technology to apply those decisions automatically within the bill review workflow. Traditional approaches to this challenge use static, one-size fits all approaches to UR decisions that are hard-coded to one standard. The UR Decision Manager allows each client to tailor the criteria to meet state regulations, national standards or even custom developed criteria sets. The UR Decision Manager allows those decisions to be automatically applied to each bill processed in SmartAdvisor using a technique that aligns procedure codes into common treatment groups. Even Claims Examiner decisions can be incorporated into the process for automated application.

“With SmartAdvisor UR Decision Manager, we are adding to our suite of flexible, highly configurable medical bill review tools in order to respond to a clear and compelling business need for automating and seamlessly integrating the application of utilization review within the bill review process. It’s common knowledge in the industry that unenforced medical utilization determinations create significant financial leakage in the claims operations,” said Nina Smith, Senior Vice President and General Manager of the Mitchell International SmartAdvisor Solutions Division.

She added, “Traditional bill review applies negotiated rates along with legal and compliance requirements in each state to a provider’s bill, but leaves too much on the table compared to the lower costs that can be obtained by integrating bill review with utilization review data. The UR Decision Manager will help plug expensive process and financial leakages in claims operations and ultimately deliver improved efficiency and lower costs.”

SmartAdvisor is a comprehensive bill review solution for workers’ compensation that leads the industry in its unique combination of performance software, client services, and best-in-class partnerships. SmartAdvisor’s unique capabilities include customizable workflow modeling, Capstone business decision rules engine, SmartReports™ data analytics and reporting tools, Claims Examiner Portal for fast, secured, real-time access to bill data, and a proven technology platform that delivers on average 50-70% straight-through processing for improved efficiencies and lower costs. In addition to being a leading workers’ compensation


UR Decision Manager



solution, SmartAdvisor provides the same capabilities and benefits to the auto and general liability markets and is ideal for servicing all bodily injury lines in a single platform. Visit www.mitchell.com/smartadvisor for more information or contact Mitchell SmartAdvisor Solutions directly at 1-800-421-6705 to schedule a demo of the SmartAdvisor bill review system.

The Beacon Mutual Insurance Company Selects Mitchell SmartAdvisor™ for Medical Bill Review Platform

Smooth, speedy implementation leverages the latest in technology for significant cost containment and improved claims outcomes

San Diego, CA—April 19, 2010—Mitchell International, Inc., a leading provider of information, workflow and performance management solutions to the Property & Casualty claims and Collision Repair industries, today announced that The Beacon Mutual Insurance Company, the largest workers’ compensation underwriter in the state of Rhode Island, has selected SmartAdvisor™ as the company’s medical bill review platform. Under the terms of the relationship, The Beacon Mutual Insurance Company will utilize Mitchell’s SmartAdvisor Service Center for medical bill review services as well as Mitchell’s Claims Examiner Portal, SmartBill, SmartPay and integrated utilization management technology.

Clifford Parent, Chief Operating Officer of the The Beacon Mutual Insurance Company, said, “Mitchell SmartAdvisor is a proven, robust and flexible platform that The Beacon Mutual Insurance Company can rely on to be a center of excellence for medical bill review. In addition, the ability to migrate without interruption to SmartAdvisor’s comprehensive medical bill review technology platform was an important consideration in our decision.”

The Beacon Mutual Insurance Company chose SmartAdvisor for its market presence, stability and expertise. The Mitchell SmartAdvisor proposal proved a compelling choice: a comprehensive, flexible medical bill review platform that leverages the power of technology to automate previously manual processes combined with a proven ability to carry through a medical claims implementation that ensures data integrity and accuracy during an often lengthy and challenging migration process.

Senior Vice President and General Manager of the Mitchell International SmartAdvisor Solutions Division, Nina Smith, added, “We welcome The Beacon Mutual Insurance Company to the Mitchell SmartAdvisor family. This latest customer win adds Rhode Island to SmartAdvisor’s growing list of state fund clients. By leveraging the entire SmartAdvisor platform, The Beacon Mutual Insurance Company will be able to better manage medical claims costs to ultimately reduce workers’ compensation costs for its policyholders.”

SmartAdvisor is a comprehensive bill review solution for workers’ compensation that leads the industry in its unique combination of performance software, client services, and best-in-class partnerships. SmartAdvisor’s unique capabilities include customizable workflow modeling, Capstone® business decision rules engine, SmartReports™ data analytics and reporting tools, Claims Examiner Portal for fast, secured, real-time access to bill data, and a proven technology platform that delivers on average 50-70% straight-through processing for improved efficiencies and lower costs. In addition to being a leading workers’ compensation solution, SmartAdvisor provides the same capabilities and benefits to the auto and general liability markets and is ideal for servicing all bodily injury lines in a single platform. Visit www.mitchell.com/smartadvisor for more information or contact Mitchell SmartAdvisor Solutions directly at 1-800-421-6705 to schedule a demo of the SmartAdvisor bill review system.

About The Beacon Mutual Insurance Company

Beacon Mutual Insurance Company (www.beaconmutual.com) is a non-assessable mutual insurance company chartered by the State of Rhode Island and the largest writer of workers’ compensation insurance in Rhode Island.




Mitchell SmartAdvisor™ SmartBill Helps Prepare Payers For Electronic Future

Meeting California eBilling compliance mandate offers more efficient claims handling and opportunity to prepare for an all-electronic American healthcare future

San Diego, CA—April 15, 2010—Mitchell International, Inc., a leading provider of information, workflow and performance management solutions to the Property & Casualty claims and Collision Repair industries, today urged the workers’ compensation insurance payer community to prepare for an all-electronic American healthcare future by adopting the SmartAdvisor™ SmartBill solution to help comply with the California Division of Workers’ Compensation’s (DWC’s) recently issued electronic billing standards.

SmartBill helps payers comply with emerging electronic bill processing requirements by putting into place a customized payment and compliance solution that provides speed, accuracy and lower per-bill costs of electronic transactions. In addition to California, the SmartBill solution helps payers to comply with electronic billing standards in Minnesota and Texas.

The SmartBill electronic payment platform is an automated ebilling solution that includes attachment of receipts and payment processing services. SmartBill is fully featured, allowing provider bills to be reviewed and processed electronically; payers can return ERAs to medical providers in the required ANSI 835 format. The solution is visible, trackable and offers speedier claims resolution and better fraud protection than paper-based alternatives.

California is the largest workers’ compensation market in the US, and the state is encouraging ebilling compliance with timely payment requirements (15 days for ebills, 45 for paper bills) to jump-start participation.

“Historical changes underway today in the American healthcare marketplace will make the electronic exchange of medical bill transactions between health care providers and workers’ compensation payers seem prescient and prudent in hindsight,” said Nina Smith, Senior Vice President and General Manager of the Mitchell International SmartAdvisor Solutions Division. “eBilling is the future of workers’ compensation, and of American healthcare as well. The workers’ compensation marketplace is a perfect candidate for the efficiencies and productivity gains available when a fully-featured, non-intrusive electronic payment platform is put into place.”

She noted, “The recent Health Care Reform Bill contains $20 billion for expanding health information technologies (HITs), with the emphasis on electronic medical records and payment systems as being key to successful healthcare reform. Payers will benefit by establishing ebilling best practices now when there are few penalties associated with non-compliance; on the flip side, the cost of relinquishing the opportunity to test electronic payment platforms and explore enabling technologies could be substantial.”

SmartAdvisor is a comprehensive bill review solution for workers’ compensation that leads the industry in its unique combination of performance software, client services, and best-in-class partnerships. SmartAdvisor’s unique capabilities include customizable workflow modeling, Capstone business decision rules engine, SmartReports™ data analytics and reporting tools, Claims Examiner Portal for fast, secured, real-time access to bill data, and a proven technology platform that delivers on average 50-70% straight-through processing for improved efficiencies and lower costs. In addition to being a leading workers’ compensation solution, SmartAdvisor provides the same capabilities and benefits to the auto and general liability markets and is ideal for servicing all bodily injury lines in a single platform. Visit www.mitchell.com/smartadvisor for more information or contact Mitchell SmartAdvisor Solutions directly at 1-800-421-6705 to schedule a demo of the SmartAdvisor bill review system.


SmartBill



Mitchell Releases Industry’s Most Comprehensive Total Loss Vehicle Configuration Solution

WorkCenter™ Total Loss 4.0 includes enhanced vehicle equipment descriptions in readily accepted manufacturer’s terminology

San Diego, CA—April 13, 2010—Mitchell International, Inc., a leading provider of information, workflow and performance management solutions to the Property & Casualty claims and Collision Repair industries, today announced the release of WorkCenter™ Total Loss 4.0, the latest version of the industry’s most accurate, trusted and verifiable total loss vehicle valuation solution developed in conjunction with customer satisfaction and vehicle pricing expert J.D. Power and Associates.

As a part of its advanced feature set, WorkCenter Total Loss 4.0 presents detailed vehicle equipment data much like that contained in a build sheet and in the same “window sticker” terminology used by the manufacturers themselves. Sourced through R. L. Polk & Co., the premier provider of automotive information and marketing solutions, the detailed descriptions of options and packages are displayed on the Mitchell comparable vehicle and N.A.D.A.®

vehicle valuation reports. Supplying an easily understood, readily accepted description of vehicle equipment allows carriers to assure policyholders that all the equipment on their total loss vehicle was taken into account for the valuation. This results in increased customer satisfaction along with improved first call settlement rates for insurance carriers.

Jesse Herrera, Senior Vice President, Product Management and Marketing for Mitchell International, said, “With the addition of vehicle equipment option package data, we believe WorkCenter Total Loss 4.0 is now the industry’s most comprehensive vehicle configuration offering, underscoring Mitchell’s commitment to vastly improving often hotly contested and opaque claims settlements involving vehicle equipment and option packages. This advancement also further streamlines the total loss valuation process by making the most up to date, accurate and trusted vehicle valuation data instantly available to consumers, estimators and insurers.”

In addition, WorkCenter Total Loss 4.0 will ease the job of the estimator because all of the manufacturer standard equipment will display automatically via Vehicle Identification Number (VIN) decode. The estimator will only need to review and select vehicle packages and optional equipment, improving accuracy and reducing cycle time.

WorkCenter Total Loss is a statistically-driven, fully automated single solution that can optimize the total loss claims settlement process and fully support the highest customer satisfaction initiatives. The solution combines Mitchell’s superior claims processing solutions with J.D. Power and Associates’ data analysis and superior pricing capabilities, resulting in an intuitive and powerful methodology for insurance carriers. It is available via the web or as a stand-alone, desktop application. For more information, please visit www.mitchell.com.

Mitchell WorkCenter™

Total Loss 4.0


Mitchell Brand Advertising at WorkThis advertisement, appearing in BodyShop Business, showcases the Mitchell RepairCenter™ workspace solution for body shops. With “just about everything” available with RepairCenter, body shops can choose the functionality—or modules—they want with their RepairCenter workspace, which saves money and produces indiviual and specialized solutions for body shops of all sizes. All it takes is one easy click to download RepairCenter.

©2010 Mitchell International, Inc. All rights reserved.

The Industry Trends Report is a quarterly snapshot of the auto physical damage collision and casualty industries. Just inside—the economy, industry highlights, plus illuminating statistics and measures, and more. Stay informed on ongoing and emerging trends impacting the industry, and you, with the Industry Trends Report!

Questions or comments about the Industry Trends Report may be directed to:

Greg Horn Editor in Chief, Vice President of Industry Relations [email protected]

For distribution and circulation questions, or requests for back issues, please contact:

Regina Merkey Managing Editor, Sr. Marketing Communications Specialist Distribution and Circulation (858) 368-7790 e-mail: [email protected]

For data analytics, please contact:

Gail Sloan Vice President of Licensing and Corporate Accounts (858) 368-7869 e-mail: [email protected]

The Industry Trends Report is published by Mitchell International, Inc.

The information contained in this publication was obtained from sources deemed reliable. However, Mitchell International, Inc. cannot guarantee the accuracy or completeness of the information provided.

Original Cover PhotographyJennifer Therieau, Senior Graphic Designer, Mitchell International

Layout and DesignLarry Barnett, Creative Director, Mitchell International

Industry Trends

ReportVolume Ten Number Three

Q3 2010Published by Mitchell International, Inc.



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