CLAIMS HANDLING NEWS: Insurer updates shop locator; will soon test parts system

The shop locator system that State Farm policyholders, agents or claims personnel use to locate a Select Service shop will soon rank those shops based on their current performance score from the insurer.
State Farm’s George Avery said that once the system is changed, when any user of the locator service enters an address or zip code, all Select Service shops within 15 miles (a distance the user can adjust) will be listed, but higher-scoring shops will be higher on the list. Currently the system lists shops in order based only on proximity to the address entered.
The scores themselves will not be shown on the shop locator, but Select Service shops always have access to their score and performance data. A shop’s score, on a scale of 1 to 1,000, is updated monthly and is established using a proprietary formula that takes into account the key performance indicators State Farm uses to track each shop’s performance.
Avery also said that “PartsTrader” will be the electronic parts ordering system the insurer expects it will eventually require its Select Service shops to use. He said testing of the system in several markets could begin in December. “It’s hard to tell for sure, but we would like to get some testing started before the end of the year,” Avery said.