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BODY SHOP TRAINING SERIES
TOTAL LOSS CLAIM HANDLING
File Process & Standard Operating Procedures
FOR COLLISION REPAIR SHOPS
The complete, step-by-step training manual every collision repair shop needs to confidently navigate total loss claims - from first notice of loss to final settlement and proper documentation.
A COMPLETE TRAINING MANUAL FOR COLLISIONREPAIR SHOPS - COLLISIONHUB.COM
ABOUT THE BOOK
THE PLAYBOOK YOUR SHOP HAS BEEN MISSING
Total Loss Claim Handling gives collision repair shops a clear, practical system for handling one of the most disruptive parts of the business. As total loss frequency rises, shops are losing valuable time, space, and revenue to delayed inspections, insurer communication breakdowns, release disputes, salvage issues, and unpaid administrative work
This is more than a general overview. It is a working guide built for real-world shop operations. Learn how to create stronger file processes, improve documentation, support legitimate charges, manage insurer pushback, and train staff to handle total loss files with greater consistency and confidence.
Whether you're dealing with your first total loss or your thousandth, this manual brings the repair side and the insurance side together into one practical framework so your business can protect revenue, strengthen workflow, and manage total loss claims the right way.
IDEAL READER
WHO IS THIS MANUAL WRITTEN FOR
If you work in or around the collision repair industry and total losses land on your desk, this manual was built for you
Shop Owners & Managers
Establish clear SOPs, train your staff and stop leaving money & customers behind when a vehicle is totaled on your lot
Insurance Adjusters
Align your process with shop expectations, reduce friction in total loss negotiations and close files faster with proper documentation.
Vehicle Owners
Understand your rights, know what to expect and navigate the total loss settlement process with the confidence of a professional
Estimators & Advisors
Understand the full total loss file process, guide customers confidently and document everything correctly from day one.
New Industry Professionals
Get the foundational training you need on total loss from someone who has lived it on both sides of the desk - insurance and repair.
Training Departments
Use this as a complete onboarding and ongoing training resource for new estimators, advisors and customer service staff.
INSIDE THE MANUAL
WHAT'S COVERED - STEP BY STEP
Every chapter is built around a real scenario your shop will face. No theory. No filler. Just the process, the documentation, and the decision that matter
THE PROBLEM
WHAT HAPPENS WITHOUT A PROCESS
Without a defined total loss SOP, shops face the same costly mistakes over and over - all of which are entirely preventable.
Without a clear process, total loss vehicles accumulate storage while your lot fills up and your team loses time chasing paperwork and insurance calls.
Shops that don’t understand ACV valuation can’t advocate for their customers – leaving them to accept unfair settlements and lose trust in your shop.
Incomplete files leave your shop exposed. Missing photos, unsigned forms or poor records can unravel a claim and put your business at risk.
Without training, your team fumbles customer conversations about total losses – eroding confidence and sending customers straight to competitors.
Lienholders, gap insurance and salvage title issues trip up shops every day. Without the right knowledge, small details become expensive problems.
Shops invoke RTA at the wrong time, for the wrong reasons – or miss the window entirely. The result: customers lose settlements they deserved to win.
SKILLS YOU WILL BUILD
WHAT YOU'LL BE ABLE TO DO
Immediately actionable knowledge your shop can put to work on the next total loss file that comes through your door.
