"It's been over a month — why isn't my car ready yet? And no one even contacted me."

We understand how frustrating it can be to feel out of the loop when your vehicle is being repaired. We've heard feedback like this recently, and we want to shed some light on the auto repair process and how we communicate.

As a team, we take every concern seriously. We recently reviewed a full case history that highlighted some common misunderstandings about repair timelines and communication among repair shops, Mutuality Advisors (MA) and our members. By sharing what we found, we hope to help everyone better navigate the mutuality repair process.

"No One Reached Out"? Let's Look at the Journey

We often find that while our team is actively providing updates, sometimes those messages might be missed. Let's walk through a real repair case to illustrate:

In early July, a member reached out to us via the GDM app, frustrated about a long repair timeline and what they perceived as a lack of updates.

Here's a detailed look at what actually happened:

June 2–4: After receiving the member's mutuality service request, our Mutuality Advisor (MA) called them for more details as scheduled. The member then uploaded documents via email, establishing email as a preferred communication method. → The incident was confirmed eligible for mutuality service → Member selected a repair shop under Innovation Group.

June 5–10: The shop conducted an inspection → Issued a damage report → MA reviewed and confirmed it → coordinated the repair start date.

June 16: The member's vehicle entered the shop for repair.

June 18–July 2: During repairs, hidden damage was discovered (e.g., a headlamp replacement was needed). Some parts were unavailable locally and had to be ordered, causing delays. Our MA continuously updated the Estimated Completion Date (ECD), sharing updates via bilingual text, email, and phone.

July 8: Repair completed; the member picked up the car the same day.

July 10: A follow-up call was made by the MA to gather feedback on the experience.

Throughout this repair, our MA reached out numerous times, including 6 calls (with language lines), 7 text messages, and 6 emails, providing key process updates. While our team was consistently communicating, some of these updates unfortunately went unread, leading to the impression of "no follow-up."

Why Does the ECD (Estimated Completion Date) Change?

It's a fair question, and it's a very common part of the auto repair industry. Here's what typically causes those changes:

Hidden Damage

Initial inspections often only uncover surface damage. Once a vehicle is disassembled, deeper structural or electronic issues — like broken brackets, wiring problems, or internal bumper damage — may be found. To address these, repair plans and parts orders need to be updated, which can extend the ECD.

Parts Availability Varies by Type and Location

As in the member's case, we often prioritize high-quality alternative (LKQ) parts. If these aren't locally available, we may switch to original manufacturer (OEM) parts, which can sometimes take 2–3 weeks to source, depending on the specific part and its origin.

How Fast is "Fast Enough"?

Auto repair takes time, and there are industry averages to consider. 

According to CCC Intelligent Solutions Q1 2025 report:

• The U.S. average for "damage confirmed" to "vehicle returned" is 28.7 days. → Our example case took 28 days (June 10–July 8) — no delays.

• The U.S. average for "damage confirmed" to "vehicle in shop" is 14.8 days. → Our example case took 6 days (June 10–June 16) — significantly faster.

So, a 30-day repair cycle (for damage confirmed to vehicle returned) is standard in the U.S. While we strive to get your car back to you as quickly as possible, factors like parts logistics and shop schedules are industry-wide realities. Having realistic expectations for these timelines can help manage the waiting period.

Every Message Counts: Tips for Staying Informed

In another case, a member reported an incident at around 10 PM. By 10:12 AM the next morning, the MA had already followed up with both a text message and an email.

However, by 11:03 AM, the member contacted customer support, frustrated, saying, "No one got back to me."

The reality? The messages were sent — they just weren't seen.

In the U.S., it's typical for repair shops and service teams to provide stage-based updates via email and SMS, rather than daily phone calls. This difference in communication style can sometimes cause confusion.

We understand the stress and anxiety an accident can cause. To help you stay on top of your repair status and avoid missed updates, we have a few tips:

• Check SMS and email regularly, and ensure your GDM app notifications are turned on.

• Our updated [Repair Progress Tracker] feature is launching soon, which will give you real-time updates on your repair process and ECD directly in the app.

We document every communication, track every update, and treat every member with care and respect. Sometimes, misunderstandings can open the door to better service, and we are committed to continuously improving our processes, enhancing our alerts, and staying transparent.

Because mutual aid is more than a system — it's built on trust, shared responsibility, and human connection.