1. Some repairers find the current terminology used in the Database difficult to identify parts. Can the Database be suited to our Malaysian repairs' industry? If not, does the industry have a way to adapt themselves to the current terminology introduced?

MRC understands and knows that the current parts terminology need to be localized and standardized. After much consultation with all the industry members of the automotive repair industry, MRC have now completed the parts localization cross reference manual. This manual will be released with our second quarter parts information update scheduled for April 29th. Our Database will carry generic terminology that will be easily understood and accepted by all users. This is a major step in the direction to provide standard parts terminology for the smooth utilization of parts information for electronic motor claims estimation and claims. These parts descriptions will be posted in our website for easy reference by all. To enhance its user-friendliness, MRC will attach basic parts graphic illustrations, its location, and its description for further easier access.

2. In one of the software system, the list of parts and parts' prices are not up to date and it takes quite some time for them to be updated. Is there a more efficient way of doing it?

When parts updates are released by MRC, the front end system software houses have a time frame of 3 days from the date of our release, to upload the information to all their users. MRC is working with all software houses to shortening their current time taken to upload this information, and MRC will monitor the time taken by them to ensure their compliance to our deadlines. The front end system’s software house must take full responsibility to upload the database immediately.

3. Parts of newer models of vehicle makes are sometimes not available in the database. For examples, Proton Waja, and Toyota Camry. How are repairers expected to submit their claims?

MRC continues to update our parts database with new models and its derivatives but it is close to impossible to have a 100% complete content of all models, including the new line of models at any one time. However, front end estimating systems should have the facility in their software to allow end-users to prepare estimates on vehicles which are not in MRC's database. These would only be about 16-18% of their estimates prepared. The estimator will only need to check the price of such parts, as they have done prior to the setting up of this central database, to incorporate the cost into their estimates together with all the other standard information that is available in the system e.g. repair times and miscellaneous costs.

4. If repairers are to source for parts prices outside of MRC’s database, it is unfair when they have to justify it to the insurance company. Will that deter repairers from repairing such model and make because the database does not provide such information?

Repairers have good working relationships with insurance companies and loss adjusters. They have been working together well in the past although there were instances where the prices of parts were subject to hard negotiations. MRC’s database now helps to reduce and avoid all these unnecessary conflict or misunderstanding. At the same time, you have also raised a good point that lack of parts information may cause sub-standard customer service to certain vehicle makes or models, and such a ‘handicap’ may make repairers refrain from working on certain makes or models. It is with this concern, that MRC continue to work with manufacturers and distributors to encourage them to provide their parts data as soon as practicable to MRC so that MRC can help ensure that their vehicle owners get the best after sales service.

5. Your database does not list components under the hood of the car, that is, water pump, cooling fan etc. In a major accident where components under the hood will most probably be damaged, repairers find it difficult to quote. How can you improve your database on this matter?

MRC’s database carry all components provided by the manufacturers and distributors. If users find certain components not available in the database we welcome their bringing it to our attention, so that we can investigate. We always welcome feedback on our database and users can either call us at 03-8026 8888 directly, or email us at mrcadmin@e-mrc.com.my. Our parts team will be more than happy to assist.

6. Repairers feel that a database that goes in alphabetical order is not user-friendly. They suggest that the parts list be by sections of the car for work efficiency. Can your database be revised to suit the repairers?

Currently the System list parts in alphabetical order, and it is also linked it to the repair times database. There are many ways to list the parts to suit different users. There may also be problems however that if the parts are listed by sections, and there are important parts in between these sections that may be needed to be used in creating the estimates. MRC and the software houses are working closely at present, to fine-tune the utilization of the parts database and to make it more user-friendly.

7. When using online systems, the main aim is to lessen the workload and cut down on the services of adjusters. However, it appears in most cases, insurance companies will still need to send an adjuster to evaluate the claim. Is the claims system not as effective as what the repairers thought?

MRC would like to emphasize again here that the introduction of electronic claims estimating is NOT intended to replace the services of a loss adjuster. Loss adjusters have a very unique and important role to play in loss adjusting. Insurance companies use the services of a loss adjuster for many reasons. MRC’s database helps to provide transparency, and acts as a reference point to reduce subjectivity and outdated practices. This electronic claims system network is a system tool for repairers, insurers and loss adjusters alike to enable them to process claims more efficiently - from first call, to assignment, to the creation of the estimate, the internal processing, and then to the final steps needed before claims settlement is reached. This whole system of
integration and processing still need the repairer to repair the cars, the loss adjusters to recommend and advise on liability, and the insurers to approved and settle the claims. The overall goal here is to have a seamless integration process whereby paperwork and time is lessened, consistency and accuracy of outcomes are increased, and claims turnaround time is improved for more efficient customer service.