Trust, tension, and turning points: The importance of collaboration in collision repair

May 14, 2025

The collision repair industry is facing unprecedented change. Advanced driver-assistance systems (ADAS), evolving original equipment manufacturer (OEM) standards, and growing consumer expectations are reshaping the demands on shops, insurers, and industry stakeholders alike.

Many collision repair businesses have likely felt the strain of misaligned incentives and conflicting priorities. However, for those who want to thrive, there are opportunities for change, and it all comes down to collaboration.

When relationships get real

At CCIF Toronto 2025 during the Canadian Auto Care Industry Conference, Tom Bissonnette, executive director at the Saskatchewan Association of Automotive Repairers (SAAR), and Ryan Smith, vice president of claims at the Saskatchewan Government Insurance (SGI) dove into the importance of collaboration and open communication among collision repair shops and insurers.

So, what happens when the people on both sides of the repair cycle—insurers and body shops—stop pointing fingers and start talking? In Saskatchewan, it resulted in real change. The relationship between SGI and the SAAR was not always smooth; in fact, it was marked by some tough exchanges, disagreements, and moments that would make anyone uncomfortable.

However, those tough moments did not mean failure. These conversations opened the door to real, honest conversations; people stayed in the room, voiced frustrations, and called out challenges. As a result, a mutual understanding was built over time. And when you trust each other, problems can be solved much faster.

What collaboration makes possible

When people in this industry work together, they do not just fix what is broken. They build something better. In Saskatchewan, for example, open dialogue helped:

Raise repair standards through shared investment in training and equipment.

Uncover inefficiencies in both shop operations and insurance procedures.

Develop joint committees that focus on current challenges, like ADAS calibration, part utilization, and labour rate transparency.

Shift the mindset from compliance to quality, from policy enforcement to shared responsibility.

These are not just administrative wins; they directly impact the safety of repairs and the sustainability of the businesses doing the work.

From conflict to cooperation: Building trust

While conflict is uncomfortable, it is also productive when channeled correctly. Saskatchewan’s journey shows that tough conversations can build lasting trust. SGI began to see what shops were up against operationally, and SAAR realized the pressures insurers face in managing cost and consistency.

Through transparency and aligned goals, both sides identified inefficiencies that were frustrating, yet completely fixable. When the focus stayed on what mattered—safe, quality auto repairs—real progress followed.

Opportunities going forward

What is happening in Saskatchewan is not isolated. Across the country, there are calls for more consistency, clearer standards, and stronger support for safe repairs. National platforms like the Canadian Collision Industry Forum (CCIF) give shops a space to raise concerns and push for change.

However, there are additional steps to be taken, like a national approach to accreditation to enhance safety. A shared baseline for tools, training, and adherence to manufacturer repair procedures would reduce regional disparities and give both shops and insurers clearer expectations to work from.

Moving forward, together

The collision repair industry is full of smart, capable professionals. While expertise is certainly not lacking, perhaps connection is. When communication breaks down, so does progress. But when people listen, share openly, and commit to shared goals, the outcomes improve.

While collaboration does not necessarily guarantee agreement, it does make it possible to disagree productively, solve real problems, and adapt to change faster. Saskatchewan has shown that in a high-pressure, high-stakes industry, relationships matter, and safe, quality repairs do not happen in isolation but happen when we work together.

This blog was based on Tom Bissonnette, executive director, SAAR, and Ryan Smith’s, vice president of claims, SGI, presentation Strengthening collaboration in collision repair industry, from CCIF Toronto at the Canadian Auto Care Industry Conference 2025.