Press | December 11, 2017

Mitchell Issues Fourth Quarter 2017 Industry Trends Report

The latest report examines how video chat is enabling new types of interactions in the claims process, the impact new technologies have on the cost of collision repairs and the implications the California Senate Bill 1160 will have on injured workers

The latest report examines how video chat is enabling new types of interactions in the claims process, the impact new technologies have on the cost of collision repairs and the implications the California Senate Bill 1160 will have on injured workers

SAN DIEGO—Business Wire—December 12, 2017—Mitchell, a leading provider of technology, connectivity and information solutions to the Property & Casualty (P&C) claims and Collision Repair industries, today released its Industry Trends Report (ITR) for the fourth quarter of 2017. In this edition, Mitchell executives share insights on how video chat is changing the claims process, the increase in cost of collision repairs due to new technologies and the impact the California Senate Bill 1160 may have on injured workers.

Video Chat Is Enabling New Types of Interactions in the Claims Process

At a time when artificial intelligence-powered chatbots are making significant inroads in the insurance industry, another more familiar technology is also gaining popularity – video chat. While video chat is considered an “older” technology, it’s enabling new types of personalized experiences, particularly in healthcare, and making its way into the claims process in new, innovative ways.

The Auto Physical Damage Edition

Vehicle manufacturers have always been innovators, constantly experimenting with new technologies and new ways to keep us safe in the event of an accident. Recent advances, such as using sophisticated collision avoidances, have become quite popular in new vehicles to help drivers avoid accidents. While these systems are using advanced technologies to make driving safer, they also have an impact on collision repair costs and underwriting.

In this ITR article, Hans Littooy, vice president, Mitchell Auto Physical Damage, discusses the impact new technologies have on collision repair costs. In reviewing the average cost of damaged parts, there is no such thing as an inexpensive replacement. Unfortunately, these parts are most commonly found in areas most prone to collision impacts. Specifically, this article will discuss how collision avoidance, park assist and adaptive cruise control systems affect the cost of repair for vehicles outfitted with these systems – virtually all new vehicles.

The Casualty Edition

The California Senate Bill (SB) 1160 is set to go into effect on January 1, 2018. Industry experts are continuing to analyze the impact the bill may have for injured workers receiving quicker access to medical treatment, utilization review (UR), and controlled costs. Primarily, the California Senate Bill 1160 focuses on provisions related to workers’ compensation UR and liens. One of the most interesting provisions states that medical treatment for injured workers will not be subject to prospective review in the first 30 days following the date of injury. The intent behind this is to streamline the UR process and guarantee that injured workers receive timely and appropriate medical treatment.

In this ITR article, Jackie Payne, vice president, Medical Management Services, Mitchell Casualty Solutions and Suzette Price Doherty, director, Utilization Review, Mitchell Casualty Solutions take a deeper look at the positive impacts the California Senate Bill 1160 may have, including faster access to care and reducing liens. As Mitchell International moves forward with implementing SB 1160, we’ll continue to monitor how we can best combat challenges while continuing to deliver improved outcomes.

About the Industry Trends Report

First published in April 2001, Mitchell's ITR now reaches more than 30,000 collision and casualty industry professionals and provides meaningful visibility into data-driven trends in the P&C and collision repair markets. The complete report is available at

For further collision repair and property casualty industry updates and perspectives, follow Mitchell on Twitter @Mitchell_Intl, @MitchellClaims, @MitchellRepair, @MitchellPBM and LinkedIn.

About Mitchell International

Headquartered in San Diego, California, Mitchell International, Inc. delivers smart technology solutions that simplify and accelerate claims handling, repair processes and pharmacy transactions, driving more accurate, consistent and cost-effective resolutions. Mitchell integrates deep industry expertise into its workflow solutions, providing unparalleled access to data, advanced analytics and decision support tools. Mitchell's comprehensive solution portfolio and robust SaaS infrastructure connect more than its customers in ways that enable tens of millions of electronic transactions to be processed each month for more than 300 insurance providers, over 65,000 pharmacies and 30,000 collision repair facilities, as well as countless other Property & Casualty industry supply partners across the Americas and Europe. For more information, please visit


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