Direct Repair Program (DRP) relationships are one of the most reliable revenue channels for any auto body shop. Insurance companies steer policyholders to their preferred network of shops, and being in that network means a steady stream of repair jobs — without spending a dollar on advertising.
But getting into a DRP — and staying in good standing — requires more than just quality work. Insurance companies track metrics like turnaround time, customer satisfaction, estimate accuracy, and how quickly you respond to assignments. Shops that consistently perform well get more referrals. Shops that drop the ball lose their spot.
Here are the key strategies to attract and retain DRP referrals:
1. Respond to assignments within minutes, not hours. Insurance adjusters favor shops that acknowledge assignments quickly. If your team is busy on the phone or in the shop, an AI voice receptionist can answer instantly, log the assignment details, and notify your team — even after hours.
2. Submit accurate, photo-backed estimates fast. Speed and accuracy on estimates is a top metric insurers track. Automated follow-up systems can remind your estimators to complete and submit estimates before the deadline, keeping your DRP scores high.
3. Keep customers informed throughout the repair. Insurers measure CSAT scores from their policyholders. Automated SMS and email updates keep customers in the loop — boosting satisfaction scores and keeping you in the insurer's good graces.
4. Close the loop with reviews. After a repair is complete, automatically request a Google review. More 5-star reviews improve your local visibility and signal to insurers that you're a shop worth referring to.
The shops winning the most DRP work aren't necessarily the biggest — they're the ones that respond fastest, communicate best, and never let a lead slip through the cracks. AI automation makes that possible without adding headcount.