Collision Coffee Talk

Kristen Felder

Hear the latest from Kristen about what's going in the collision industry. Collision Hub can help you make new connections, better follow industry events, and catch up on industry news and job opportunities.

  1. 2 DAYS AGO

    SHOCKING: MSO Insider Admits DRPs Don’t Do Proper OE Repairs? + Claim Committee on Total Loss Fees

    What if one of the biggest truths in collision repair was said out loud by someone on the inside? In this episode of Collision Coffee Talk, we break down a stunning admission from a regional manager at one of the nation’s largest MSOs: across 54 DRP locations, not one would be held out as an example of performing proper repairs to OE standards. Let that sink in. Why does that matter? Because insurers routinely lean on DRP networks as the “reasonable” standard when independent shops fight for OEM procedures, complete repairs, proper documentation, and full billable operations. But if even insiders know those shops are not the model for proper repair, then what exactly has the industry been calling “reasonable”? And that is only the beginning. We also dive into one of the most controversial claim handling questions in total loss today:Should shop total loss fees be deducted from the customer’s settlement? We take you inside the insurance-company mindset with a “claim committee” style discussion and ask the questions that should make every shop owner, adjuster, attorney, and consumer stop and think: What does the policy actually say in a first-party claim?What duty is owed in a third-party claim?When was the withholding of money explained — before possession or after?Was the money withheld based on fact, contract language, and disclosure… or based on opinion and internal claims culture?Has the customer actually been made whole?If the insurer sells the salvage, keeps the proceeds, and the customer still comes up short, what does that say about fairness?Could those facts raise questions about conversion or unjust enrichment? This episode goes straight at the uncomfortable gap between what the industry says, what consumers are told, and what is actually happening inside claims and collision repair. If you care about:DRPs, proper repair, OEM standards, total loss handling, claims ethics, consumer rights, insurer tactics, AI in claims, and the future of collision repair — this is an episode you do not want to miss. This is not theory.This is not consultant talk.This is the real collision between repair reality, claim economics, and the truth shops see every day. Topics include: DRP shops and proper OE repairsMSO insider perspectiveTotal loss fee deductionsClaim committee thinking inside insurersMade whole doctrine questionsConversion and unjust enrichment concernsState Farm and claims cultureAI and claim manipulation concernsMark-up fights and estimate qualityThe larger battle over who controls the repair Watch. Comment. Share.Because the industry cannot fix what it refuses to say out loud.

    1hr 39min

  2. 23 MAR

    Gerber Trouble, Tesla Lawsuits & Why AI Is Making Estimating Worse

    In this episode of Collision Coffee Talk, we’re diving straight into the issues everyone in collision repair, insurance, and claims should be talking about right now. We break down more Tesla lawsuits, why some industry messaging is really an insult, and how AI estimating subtraction is quietly reshaping repair conversations in ways shops cannot afford to ignore. We also look at why Gerber’s financials are not exactly great, expose the “culture” lie that gets used to dodge real operational problems, and discuss GM’s new position statements and what they could mean for repair planning and liability. We also tackle AI “term” mapping errors and how bad language, bad assumptions, and bad data can create very real downstream claim and repair problems. Then we get into a major workforce issue: only 56% of technicians reporting fair compensation. And finally, we discuss why workplace discrimination claims appear to be increasing and what that says about the broader business environment. This is the episode for shop owners, estimators, technicians, adjusters, appraisers, attorneys, and anyone trying to keep up with where this industry is headed. Topics covered: More Tesla lawsuitsIt’s really an insult…AI estimating subtractionGerber financials are not greatThe “culture” lieGM new position statementsAI “term” mapping errorsOnly 56% of techs say they receive fair compensationDiscrimination in the workplace increasing

    1hr 25min

  3. 16 MAR

    Driven Brands 'Death Spiral" and The Claims Committee

    Just when you thought it could not get worse for Carstar Maaco, Fix Auto and ATI.... A new filing asking for time with creditors had AI calling it a 'Death Spiral' and sure failure for the company. We also throw in a good old fashioned Claims Committee discussing deducting shop total loss fees from customer ACV settlements. Lots more in this weeks episode of Collision Coffee Talk If you operate a collision repair shop, tow company, or storage facility, understanding how these claims work can mean the difference between getting paid and being left with thousands of dollars in unrecoverable costs. This episode provides real strategies shops can use to protect themselves and push back when insurers try to leave them holding the salvage. 🎙 Collision Coffee Talk is a podcast dedicated to the real conversations happening inside the collision repair and insurance claims industry.

    1hr 10min

  4. 9 MAR

    BlackRock Drops, State Farm Trade Secrets and GEICO vs Shakespeare

    In this episode of Collision Coffee Talk, we break down some of the biggest stories shaping the collision repair and auto insurance world right now. From legal battles and industry secrets to financial pressures affecting shops and consumers, this episode connects the dots between claims handling, repair economics, and insurer behavior. Here’s what we’re discussing this week: ☕ The Secret of the “State Farm Trade Secret”A deep dive into the controversy surrounding estimating practices and what the so-called “trade secret” could mean for body shops, adjusters, and policyholders dealing with State Farm claims. ☕ More Airbag Deaths and LawsuitsNew lawsuits tied to defective airbags raise serious questions about safety, liability, and the long-term consequences of improper repairs. ☕ Meet Your AdjusterWho is really making the decisions on your claim? We break down the 7 day  training schedule for Allstate  ☕ Falling Rocks of Credit Debt FinanceThe growing debt pressure across the economy and what it means for insurers, repair businesses, and vehicle owners navigating claims. ☕ Shakespeare and Bad FaithWhat classic storytelling can teach us about insurance litigation and how bad faith arguments unfold in cases involving insurers like GEICO. ☕ AI and Your Auto PolicyArtificial intelligence may be adding people to your policy that you've never met. It may be affecting your rates!  ☕ Driven Brands UpdateWhat’s happening with Driven Brands and why the company’s financial and regulatory developments could impact the collision repair industry. ☕ Consumer Guide SeriesWe also preview the upcoming Consumer Advocacy Guide series, designed to help vehicle owners understand their rights, repairs, and the claims process. Collision Coffee Talk is the weekly podcast where we discuss the real issues happening between insurers, collision repair shops, regulators, and consumers. If you work in collision repair, insurance claims, auto estimating, or vehicle safety, this is the conversation you need to hear.

    1hr 8min

  5. 2 MAR

    State Farm Buying A Good Defense and Adjuster Bad Faith On Display

    In this episode of Collision Coffee Talk, we unpack several major developments that could significantly impact insurers, adjusters, and collision repair shops right now. We start with State Farm’s $4.6 billion dividend refund to policyholders and why the timing matters. We connect the announcement to the long shadow of the Avery v. State Farm litigation and discuss how historical court findings, ongoing legal pressure, and multiple pending lawsuits in California, Oklahoma, and Illinois may be influencing insurer behavior today. Is this simply a customer goodwill payment — or a risk management strategy? Next, we dive into a topic many claims professionals don’t talk about enough: what happens when an adjuster approaches a claim assuming fraud from the start. We explain how confirmation bias can turn an investigation into a bad-faith exposure, why courts look at the reasonableness of the investigation, and how documentation and communication — not suspicion — determine whether a file holds up in litigation. For collision repair shops, we discuss the changing market reality:Claim frequency is down, total losses are rising, and vehicles are more complex than ever. That environment creates opportunity — but also risk. We talk about why shops should be cautious of companies promising to “send customers” or sell marketing programs built around insurance claims, and what questions to ask before signing anything. We also break down the Driven Brands SEC filing extension and stock issues, what an earnings delay and restatement can signal, and why it matters beyond investors — including potential effects on consolidation, MSO strategy, and the broader collision repair ecosystem. Topics covered:• State Farm dividend refund and litigation history• Avery v. State Farm and current lawsuits• Bad faith risk in fraud investigations• How adjuster mindset affects legal exposure• Shrinking claim counts and rising total losses• Marketing and customer acquisition risks for repair shops• Driven Brands financial reporting concerns and industry implications Whether you’re an adjuster, shop owner, appraiser, attorney, or simply follow the business side of insurance and collision repair, this episode explains what these developments actually mean — and how they may affect your daily work sooner than you think. Collision Coffee Talk breaks down the real issues shaping insurance claims and collision repair — without the corporate spin. Subscribe for weekly discussions on claims handling, estimating, legal trends, and the future of the industry.

    1hr 31min

  6. 23 FEB

    Bad Faith, Certified Repairs & Wire Harness Repairs — This Week in Collision Claims

    This week we’re covering some of the biggest conversations happening right now between body shops, insurers, and regulators — and why they actually matter to YOU!We break down a developing bad-faith discussion involving a major insurer, what “certified collision” really means from a legal liability standpoint, and why OEM repair procedures are becoming one of the most important — and most misunderstood — issues in modern vehicle repairs.We also talk about:• A fraud warning coming out of Washington and what shops and adjusters should learn from it• The growing ADAS confusion after recent industry missteps• Whether insurers can require “kit” repairs on damaged wire harnesses• A real dispute between a repairer and an insurer — and how each side builds their argument• Why vehicle contamination, dirt, and filtration issues are starting to affect repair quality• And a few industry moments you honestly couldn’t make upIf you’ve ever wondered why estimates change, why repairs take longer than expected, or why shops and insurance companies seem to constantly disagree — this episode explains what’s happening behind the scenes of an auto claim.Whether you’re a vehicle owner, a collision repair professional, or an insurance adjuster, this episode will help you understand how claims decisions are actually made and where the conflict really comes from.Grab a coffee — and let’s talk collision with Kristen.If you work in the industry — this will make you better at your job.If you just wrecked your car — this will make the process make sense.No corporate scripts.No shop marketing.No insurer PR.Just real claim situations explained in plain English so you understand the system instead of fighting it blindly.New episodes weekly.auto insurance claim, collision repair, body shop repair, insurance adjuster, total loss, ADAS calibration, OEM procedures, bad faith insurance, State Farm, GEICO, certified collision repair, DRP, auto accident help, insurance estimate supplement, vehicle repair dispute

    1hr 25min

  7. 16 FEB

    Safelite Fraud? From STP to STFU In Claims and Industry Standard Explained

    It actually was a busy week of making people angry and starting fights online. We'll break down how the MN Department Of Insurance is handing out fines moving STP to STFU. State Farm has a few days left on the discovery mandate in Oklahoma. While we wait to see what new delay tactic they will use, let's talk about how they denied their own employees claim who was dying of Cancer. Pour a cup..... here we go!

    1hr 27min

  8. 9 FEB

    Judge Is ANGRY with State Farm and IA is Arrested for Right to Appraisal File

    Stop me if you've heard this one. A judge is really angry at State Farm and IA was arrested and booked over his email in a Right To Appraisal Umpire decision.  This is a really good episode! The REAL National Association , ASA and why it has to be our focus in 2026Bodyshop ICE Judge Orders State Farm To Produce Paint Sales Are DOWNIA’s Arrested! LKQ Is On the BlockThe Wage Crash of 2025 What Job Is Next? asTech Keeps Talking…. DOJAI and Attorneys   The REAL Fraud In Claims

    1hr 31min
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About

Hear the latest from Kristen about what's going in the collision industry. Collision Hub can help you make new connections, better follow industry events, and catch up on industry news and job opportunities.

Information

  • Creator
    Kristen Felder
  • Years Active
    2025 - 2026
  • Episodes
    68
  • Rating
    Explicit
  • Copyright
    © 2025 Collision Hub
  • Show Website
    Collision Coffee Talk

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