Artificial intelligence is actively reshaping collision repair operations, with applications already integrated across the claims process, according to a recent webinar hosted by the Collision Industry Electronic Commerce Association.
The March session featured Paul Barry, executive director at CIECA, Mark Fincher, vice-president of product management at CCC Intelligent Solutions and Bill Brower, senior vice-president of global industry relations and North America claims at Solera Holdings. In it, the trio detailed how AI tools are being used today by insurers and repairers.
Fincher explained the technological components behind AI, describing it as a combination of machine learning, computer vision, natural language processing, generative AI and agentic AI.
“When we talk about AI, we kind of use this catch-all term, when actually there’s a lot of different capabilities that make up artificial intelligence,” he said.
Brower outlined how those capabilities are already embedded throughout the vehicle claims journey, including first notice of loss intake, triage and total loss decisions, photo-based estimating and claims payments.
“The audience may not be aware of how many places AI is used, but it’s really more popular and more common than you might think,” Brower said.
Fincher linked AI adoption to the collision repair industry’s broader shift toward digitization. He noted that the number of shops using management systems has grown from fewer than 4,000 in 2010 to more than 15,000 today, providing the data foundation necessary for AI to operate effectively.
Both presenters emphasized that AI does not replace human expertise.
“Where humans still matter most is we need human judgment, we need context, accountability,” Fincher said.
“Every collision is unique.” Brower added, “You can’t have over-dependence.”
The discussion highlighted gains in efficiency and workflow speed for claims handling and repair operations. AI is streamlining administrative tasks, accelerating workflows and allowing estimators, technicians and adjusters to focus on more complex repairs.
The webinar also underscored AI’s role in customer experience. Tools powered by AI can speed up check-in, capture vehicle data instantly, retrieve policyholder information and provide faster preliminary repair assessments, improving satisfaction and retention.
To learn more and to watch the webinar, click here.
