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The Art and Science of Estimator Interactions

Course format: Live instruction with posttest
I-CAR Credit Hours: 3 hours
Estimated Duration: 4 hours
Gold Class: $125.00
Platinum: $125.00
Standard: $150.00

This course is an Annual Training option for the following roles:
Auto Physical Damage Appraiser

Course Content

Module 1 – Communicate with the Customer
Good communication is essential in obtaining supplemental repair approval, providing updates on repair status, and letting the customer know if there are any changes to cost of the repair. In the first module, students will participate in four activities to help better develop their communication skills. Participants will learn the importance of building good relationships through customer service including:

  • Being empathetic
  • Listening actively
  • Acting professionally
  • Communicating effectively

In addition, students will learn a conflict resolution strategy and how the brain reacts to stress so they can better handle difficult situations.

Module 2 – Complete the Estimate
Module 2 will have the students sharing documentation best practices as they examine the estimating procedure step-by-step. Students will also learn to determine if photos of the repair tell the full story.


Module 3 – Communicate with the Insurance Company
Students will focus on interactions with insurance company partners in Module 3. Since documentation and communication are critical in securing estimate approval, students will participate in a standard operating procedure (SOP) activity. This will teach them how to make the documentation process more effective. This module will also offer a problem solving strategy. They will complete an activity that demonstrates the importance of accurately reading nonverbal communication.


Module 4 – Obtain Estimate Approval
In Module 4 students will discuss their important role in the repair process and review the remaining requirements in the estimating process – obtaining estimate approval. The final activity encourages the estimator to view the big picture and their essential role in the repair process.


After completing this course, you will be able to use the thorough documentation, photos, and effective communication to apply the art and science of estimating. :

  • Create the proper documentation to support an estimate
  • Properly document the damage with photos
  • Effectively communicate the damage, required repairs, and cost associated with those repairs to the vehicle owner, insurance company, and co-workers

Course outline containing topics and subtopics.