21 hours ago3 min read

InsurTech Ohio Spotlight with Kathleen Long

Kathleen Long is the Chief Revenue Officer at RepairPal, a network of high-quality independent auto repair shops, connecting consumers to these shops. Kathleen was interviewed by Andrew Daniels, Co-Founder and President at CrashBay and Founder and Managing Director at InsurTech Ohio.

Kathleen, how do partnerships help future-proof your business, especially on the insurance side?

“Partnerships are incredibly important for RepairPal and have been crucial at every company I’ve worked with. Partnerships bring diverse perspectives, which is especially valuable in insurance, where it's easy to get insulated by focusing solely on claims or specific segments like roadside, home or auto insurance.

For instance, partnerships can provide early insights into trends. During the pandemic, the auto repair industry was among the first to notice supply chain issues, which later impacted insurance companies. Catalytic converter theft surged, and sourcing them became difficult. Having partnerships with companies that offer catalytic converter locks could have helped insurers address these challenges proactively, leading to faster claims resolutions or even prevention.”

Why is it important for the insurance industry to keep tabs on the repair and maintenance segment?

“There are several reasons. One is understanding the changing nature of modern cars. For example, mechanical repair costs are skyrocketing, often leading to vehicles being totaled after a collision event. Electric vehicles are heavier and cause faster tire wear, potentially leading to roadside incidents or accidents.

Insurance companies benefit from keeping track of repair and maintenance trends to better assess risks, support better maintenance behaviors and reduce claims. A growing trend is people delaying car maintenance or ignoring warning signs. This leads to less reliable, less safe vehicles on the road. Keeping tabs on these trends opens opportunities for insurers to understand and influence customer behavior positively.”

How can carriers continue to differentiate themselves?

“There’s a huge opportunity for insurers to engage more deeply with customers regarding the assets they insure. For instance, after moving to Denver from Northern California, I noticed the weather here is much harsher, with frequent hailstorms. My insurer could have reached out with tips or resources to prepare for these conditions, like hail protection for cars or driving tips for icy roads.

Being proactive and addressing the total ownership experience—whether for cars, homes or other insured assets—creates value for both customers and insurers. It not only prevents claims but also builds trust and loyalty by addressing customers as individuals, not just policyholders.”

What is the insurance industry still missing?

“The industry often lacks a human connection. Insurers are seen as entities you call when something goes wrong, not as trusted advisors. Yet, they have access to vast amounts of data that could help customers live better and safer lives.

Partnerships could enable insurers to offer advisory services, safety tips and preventive measures without bearing the burden alone. For instance, millions of vehicles on the road have open recalls, some of which pose serious safety risks. Insurers, equipped with customer VINs, could notify customers of these recalls and even incentivize them to address them, potentially reducing claims and improving safety.

Incorporating such efforts into policies—like offering discounts for fixing recalls or charging more for vehicles with unresolved safety issues—creates a win-win situation. It fosters safer driving behaviors, enhances customer trust and reduces claims in the long term.”