Why the Claim Workflow Is Where Panel Shops Win or Lose
Australian panel beating and smash repair is dominated by insurance work — typically 70-90% of revenue at independent shops. The major insurers (IAG with NRMA/CGU/SGIO, Suncorp with AAMI/GIO/Apia/Vero, Allianz, RACV, Youi, Budget Direct) all operate variations of the same workflow, and the shop's ability to run it efficiently is the single biggest determinant of profitability.
Two metrics matter:
- Cycle time — days from booking-in to vehicle delivered back to the customer.
- Supplementary recovery — percentage of strip-down hidden damage that ends up paid for vs absorbed as shop cost.
