When you report an incident, one of the first questions is simple.

Who is actually looking at the repair?

That question matters. Repair decisions affect safety, cost, and whether the work being done matches the actual damage. Estimates must be reviewed, parts must be verified, and labor hours must match the work performed.

At GDC, these are handled by the Service Operations team.

Real People, Real Experience

The team managing the end-to-end repair process brings tenured experience from the insurance and collision repair industry.

The service team is led by David Clark, Vice President of Service Operations. He has more than 30 years of experience in auto physical damage claims arena. His background includes leadership roles at Selective Insurance, The Hartford, and Sentry. He has also served as Chair of the Auto Physical Damage Sub-Committee.

His primary responsibility is to oversee the entire repair process, redefine GDC's vehicle repair system and service standards, and deliver a faster, higher-quality, more hassle-free experience for Members.

Auto Damage Specialists

Members typically work directly with a dedicated Auto Damage Specialist. Specialists facilitate and monitor the repair process, including reviewing eligibility and documentation, answering questions, and explaining next steps as repairs progress.

Two members of the team include Javier and Jeff.

• Javier has more than 12 years of experience in the auto insurance industry and holds I-CAR Platinum II certification. He previously served as a logistics officer in the U.S. Army. His background focuses on detailed review and consistent application of plan rules.

• Jeff brings experience from both the insurance and collision repair sides of the industry. He spent seven years working with major auto insurance carriers and an estimating partner organization, followed by six years managing multiple repair centers for one of the largest collision repair companies in the United States.

This combination of experience helps the team review estimates, labor hours, and parts with a practical understanding of how repairs are performed in real shops.

How Experience Works for You

After an incident is reported, the service team begins the process.

The Auto Damage Specialist contacts the Member within one business day to confirm the information needed to move forward.

The Specialist reviews the incident details against the plan rules to determine eligibility for sharing, then coordinates with the appropriate partner shop based on location and repair needs.

Fairness and Clarity in Repair Process: While the shop starts the repair, the service team continues to verify the documentation connected to the work.

This includes confirming that the repair estimate, parts, and labor align with the documented damage and accepted repair procedures. Eligible events are then announced in the GDC app so Members can review the details.

Clear Guidance During the Repair: Vehicle repairs often change as work begins. Shops may find additional damage. When that happens, the Auto Damage Specialist explains what changed and how it affects the repair timeline.

Members receive updates through the GDC app, email, or text messages. They can also send messages to their Specialist directly through the app if questions arise. The goal of this communication is simple. Keep Members informed while the repair progresses.

Expert Oversight, Simple Process

Members do not need to understand collision repair procedures or estimate formats.

The Service Operation team understands not only the value and necessity of a quality repair, but the commitment to ensure that our Members are kept well informed and understand what is happening with their vehicle throughout the entire journey.