Issues Resolution
Accredited repair shops may appeal certain disputes with MPI in accordance with its accreditation agreement and this policy. The accreditation agreement identifies certain disputes which may not have to follow this policy.
The first step to resolve a dispute is to discuss it with the appropriate MPI representative. The following table identifies the representative, expected resolution timelines, and levels of escalation. Repair facilities are expected to contact the 1st level to understand or resolve the concern prior to contacting the additional levels. MPI internal process typically involves 2nd level review under certain circumstances to avoid additional efforts of future escalation.
Issue Type |
1st Level |
2nd Level |
3rd Level |
Estimate (inc. Supported Workflow) |
|
Estimating Supervisor
|
Manager, Estimating Operations
|
Shop Measures and Direct Repair Program |
|
|
Manager, Estimating Policy & Control
|
PD Claims Audit |
|
PD Claim Audit Coordinator
|
Manager, Estimating Policy & Control
|
Glass Claims |
|
Glass Supervisor/Audit Unit Coordinator
|
Manager, Physical Damage Programs
|
Proper Repair, Quality of Repair and Accreditation |
|
Coordinator, Accredited Repair
|
Manager, Accredited Repair
|
If you have any questions about the Issues Resolution process outlined above, please contact your Shop Relationship Advisor.