Body Shop Claim Processing Guide

Launch Date: Vehicles received for repair on or after January 1, 2020
Paint Operations Time Allowance
Time allowances are based on the use of catalyzed air-dry color coats and or clear coats
applied in accordance with the paint manufacturer's instructions.
Time and parts allowance is included for removing, replacing, or reinstalling ornaments,
emblems, letters, or nameplates is included in the paint LOP. No additional LOPs for these
items should be added to the claim. Also included in paint LOPs is the application of under
coats, required number of top coats, blend into one (1) adjacent panel or within a panel, minor
buffing and polishing when required. If blending into a second adjacent panel is required, 50%
of the material and labor allowance based on the 23-60 LOP for the complete third panel
(second adjacent) is allowed to be added to the cost of the repair using the additional 23-60
panel LOP, as AT. Blending requests as described above will not require AT time punches.
Time requests above 50% the blend LOP allowance will require time punches.
For additional details on FCA recommendations for how to correctly blend panels, please refer
to Collision Bulletin 31-002-13, found in Service Library.
When A/T is found in the hour's field in the Labor Operations Detail table, use the ACTUAL
TIME required to perform the repair operation. Time punches are required to support an
Actual Time (A/T) request.
Material Allowance (MATL)
Allowances in the “Material Allowances” column are based on a dealer's average cost of
quality materials currently in effect, and are periodically adjusted to reflect changes in
material costs.
Material examples include but are not limited to:
o Masking paper
o Tape
o Sandpaper
o Cleaning solvent
0 Metal conditioners
o Thinners, reducers, primers and paint.
o A throwaway allowance of mixed paint is included in the paint allowance.
When A/C is found in the Material Allowance position, use the ACTUAL COST of paint
materials required to perform the repair operation.
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Claim Processing Requirements:

Parts provided to a sublet body shop are to be billed to FCA using the parts tab with applicable
markup applied to the claim.

Material allowance is to be billed on the parts tab using “MATL”. “MATL” is to be the failed
part when entering a claim for a paint repair.

Claim Processing Tip:

If the repair is a sublet repair with parts other than MATL, MATL is still used as the failed LOP,
with a cost of .01, with the remaining parts billed as outlined in this section.

See WIC KB0023460 for additional details specific to Fail Coding MATL.

Labor Operation Descriptions

Repair Clay, finesse sand, buff, polish, moisture removal (LOP Group 23-65).

Finesse Sand, Buff, and Polish-Repair

Minor imperfections in the color coat can be satisfactorily repaired by finesse sanding and
buffing, and polishing procedure. Sections or panels should not be repainted when the
condition can be corrected using this procedure. It is recommended for conditions such as
minor surface scratches, orange peel, foreign material and / or moisture in the clear coat, in
the outer surface, and overspray.

Repair Tip:

See Service Bulletin 23-25-00 for additional details related to moisture removal.

Time Punch Exemptions

(Dealer Policy Manual > Warranty Reimbursement)

Body shop technicians are exempted when flat rate repairs are performed using the following
labor operation numbers:

23-01-XX-XX 23-02-75-XX 23-6X-XX-XX

23-85-XX-XX 23-02-37-XX m23-7X-XX-XX

NOTE: Body shop technicians are required to document time on any other labor operation and
all actual time (“00”) repairs.

De-trim / Re-trim LOP (LOP Group 23-67)

Components such as exterior door handle(s), mirror(s), latches, and light assemblies are

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included in the De-trim / Re-trim LOP. Time to remove and reinstall these items is reimbursed
to a technician to ensure a quality repair is achieved. De-trim and Re-trim LOPs do not require
time punching or training above Level 0 as support.
Adhesive type moldings, surround moldings, and tape stripes supported with specific sales
codes are to be added to the claim, using the replacement LOP. Removal and replacement of
these items when related to a panel repainting repair do not require time punches or training
above Level 0.
De-trim / Re-trim LOP application:

¢ De-trim / Re-trim LOPs (23-67-XX-XX) are available for 23-60 and 23-70 level repairs.

¢ De-trim/ Re-trim LOPs are not available for 23-85 level repair, the time to transfer

related items is included in the sheet metal replacement LOP.

e Front and Rear fascia replacement LOPs include time to transfer related items
Full details on which components are included in the De-trim / Re-trim LOP can be found in the
tables located in Warranty Information Center Knowledgebase Article KB0028666.
Paintless Dent Repair (LOP Group 23-77)
The use of paintless dent repair is approved for warranty and transportation damage repair
and should be used whenever possible providing the repair restores the metal to a like new
condition without any damage to the painted surface.
Although most small to medium dents can be repaired using the paintless repair method, there
are some exceptions. For example, tight access (behind braces) as no drilling of access holes
is allowed. Also, the size or nature of the dent may stretch the metal beyond the point of being
able to repair using the paintless repair method.
Note: This cannot be used with refinish or sand, buff, polish operations.
Color-Coat (LOP Group 23-60)
These operations are to be used when the repair does not extend beyond the prime coat.
Color-coat operations are to be used for conditions such as excessive orange peel, sags, runs,
off color conditions, thin or no paint and paint discoloration. Preparation of the surface should
only require cleaning, scuff sanding and masking.
For repairs involving primer, see Paint-Refinish.
Paint decision tip:
23-60 repairs are similar to giving the walls in your house a fresh coat of paint because they
are starting to show wear.
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Paint-Refinish (LOP Group 23-70)
These operations are to be used only when the repair requires applying primer or primer
surfacer to base metal. Refinishing operations may be used when repairing conditions such as
deep scratches, minor peeling or blistering extended below prime coat into base metal, pitting
of seam joints, deep embedded dirt and exposed base metal.
These operations do not include repair time for stripping or metal finishing such as bumping or
filling, see partial LOP 23-75 or 23-70-02
Paint decision tip:
23-70 repairs are similar painting walls a new color and applying primer. This step may require
additional prep. The previous old paint or wallpaper must be removed (23-70-02) and holes
repaired (23-75).
Repair Metal finishing (LOP Group 23-75)
This LOP group is to be used for metal finishing repairs such as dings, dents, etc. This
operation is specifically for bumping, filling, and resurfacing, up to but not including prime
coat. A written description is required and actual time (A/T) will be specified. This operation
must always be used with the appropriate refinish labor operations.
An estimate of the labor time to repair the sheet metal is required to be compared to the cost
to replace the sheet metal. Apply the 70% rule for decision making when determining if the
sheet metal should be repaired or replaced.
Claim details:
Primary LOP
Requires time punches to support
Example of claim:
23-75-53-00

¢ hrs. supported with time punches

« Failed LOP
23-70-53-02

e Related LOP with time allowance
Additional reference: Warranty Bulletin D-18-15 Rev. A
Paint decision tip:
23-75 repairs are similar to fixing holes, nail pops, or repairing the damage from items hitting
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the walls in your home when you are preparing to paint. Remember, 23-70 is used to give the
walls a fresh coat of paint and is not included in LOP group 23-75.
How to prepare a 70% repair vs replace estimate:
1. Determine level of repair
a. Level 1—Blister (.1 per sq. inch)
b. Level 2— Bleeding Blister (.2 per sq. inch)
c. Level 3—Hole in sheet metal (replace)
d. Level 1 and Level 2 will add (.1 for cleaning the area to sand)
2. Determine size of affected area
a. Use aruler to show the affected area size, photo will need to include height
and width of affected area.
A recommendation is to use a gridded craft ruler to lay over the area, this will
allow the concern to be seen through the ruler.
3. Build the estimate to determine repair vs replacement and submit for Vehicle Digital
Imaging Pre-Authorization (if required)
a. SampleA
i. Repair allowance: Hood is $350.00; 70% is $245.00
ii. Proposed repair: 5 sq. inches of blister = 0.5 hrs
(supported with photo)
ii. Prep time for sanding = 0.1 hrs
iv. Total repair time = 0.6 hrs
v. Estimate = .6 hrs X $100.00 (labor rate) = $60.00
vi. Hood to be repaired, with the 0.6 supported with Time punches
b. Sample B
i. Repair allowance: Hood is $350.00; 70% is $245.00
ii. Proposed repair: 15 sq. inches of bleeding blister = 3.0 hrs
(supported with photo)
ii. Prep time for sanding = 0.1 hrs
iv. Total repair time = 3.1 hrs
v. Estimate = 3.1 X $100.00 (labor rate) = $310.00
vi. Hood to be replaced
Sheet Metal Replacement (LOP Group 23-85)
The 23-85 LOP group is for the replacement of sheet metal panels for rust perforation. The
replacement of sheet metal includes transfer of all related parts. (Door handles, mirrors,
ornaments, etc.)
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Paint decision tip:

23-85 repairs are similar replacing the drywall that was damaged from a water leak, then
prepping the walls for painting.

Paint Stripping (LOP Group 23-70-02)

This operation should be used only when the defect is such that the complete panel must be
stripped (care should be taken to avoid stripping surface to base metal). The paint stripping
operation should be used in addition to the appropriate 23-70 refinish operation for the panel
being repaired.

23-70-02 Stripping LOPs are Actual Time allowance LOPs and must be supported with time
punches if the time requested is more than 50% of the 23-70 paint LOP related to the

repair. 23-70-02 stripping LOPs that request 50% or less of the related 23-70 paint LOP do not
require time punching.

Paint decision tip:

23-70-02 repairs are similar to stripping off old wallpaper.

Basic Paint Preparation Time (LOP Group 23-60-01-01, 23-70-01-01, and 23-85-01-01 for
each corresponding repair)

Paint time allowances list the total time to complete a paint operation, less paint preparation
time allowance. Paint preparation time includes time to mix paint, spray two test panels and
clean paint equipment.

Claim Processing Tip

Paint preparation time must be added using labor operation numbers 23-60-01-01, 23-70-01-01,
and 23-85-01-01 BASIC PAINT PREPARATION for each respective group. The preparation
operation time and material is to be listed on the claim in addition to the total paint time and
material.

Test Panels (included in Paint prep)

Test panel preparation is included in the BASIC PAINT PREPARATION allowance. Accurate
information should be recorded on the back of each panel such as air pressure, type of
material, solvent, gun distance etc. These panels can then be used for future reference when
necessary. Color variance information is also available through your respective paint
manufacturers.

Monotone Paint

These operations provide time and material for spraying one color.

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Two Tone Paint

These operations provide time and material for spraying both the primary and secondary
colors for two tone paint applications.

Tri-coat Paint

These operations provide time and material for spraying both the primary and a secondary
pearlescent or metallic coat. Tri-coat finishes are identifiable by a unique tri-coat Sales Code.
Pre-Authorization Requests

A Pre-Authorization request, providing details of the quality issue and vehicle details, will be
required for paint repairs included in the Digital Imaging Pre-Authorization program. The
request will be submitted using the DealerCONNECT “Digital Imaging” Pre-Authorization Link
before proceeding with the repair.
When submitting a Vehicle Digital Imaging (VDI) Pre-Authorization request for paint repair,
enter the required data in all required fields, using $0.00 in the Actual Cost field. A Detailed
Repair Estimate for these select body and paint repairs is not a requirement to receive repair
pre-authorization as an authorization dollar amount will not be provided as part of the revised
process.
When the Digital Imaging request for a paint or body repair is approved by VDI, you can
proceed with the repair. The claim must then be entered in DealerCONNECT >Service> CLAIM
ADMINISTRATION> Claim Entry. When any dealer correctable items are corrected, submit
the claim with “RA” in the Authorization Number field in Claim Entry for claim processing by
the Warranty Contact Center with all required supporting documentation.

Please see the “How to prepare a 70% repair vs replace estimate:” section above for
specific instructions related to the 70% repair vs replace process.
Warranty Goodwill repairs pre-approved by an Area Manager/District Manager or Customer
Care Center are required to follow all appropriate Digital Imaging Pre-Authorization
Processes.

Technician ID

To ensure correct claim support select the body shop technician from the technician drop
down in Claim Entry. In-house technicians must complete level 0 training to be eligible for
warranty repairs.

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For dealer owned body shops that do not share technicians with the mechanical service
department, please use “None” as the Technician ID.

For sublet repairs, please select “Sublet” as the Technician ID.

Sublet Vendor Repairs

Sublet Vendor repair costs must not exceed the cost of the repair if the Dealer had
performed the same repair.

In multi-franchise dealerships that include a FCA US dealership, or where repairs are made at
a facility owned by an FCA US dealer, repairs are not considered sublets and will be treated as
vehicle repairs performed at the dealership. (In-house) When entering a claim, the dealership
will enter “None” as the Technician ID, then bill parts and labor on the claim as if completed at

the FCA US dealership. These repairs are not entitled to the sublet processing allowance.
Dealerships not having a body shop, as described above, may sublet all paint repairs to an
outside body shop. They must follow the ‘Sublet Vendor Repairs’ example in this section. For
clarification, if the outside body shop is a separate business, having no formal connection to

the servicing dealership, the repair may be considered a Sublet. In these instances, the
dealership is entitled to a 0.3 Sublet Processing Allowance reimbursement. (add LOP 85-33-33-
33).

In those rare instances when actual time is required to complete a paint repair, it must be time
punched separately by the technician. Refer to DealerCONNECT >Labor Operation for full
detail.

Sublet/Estimate Tip: When compared to IRF body shop rates, FCA rate per a panel will be less

than the Collision industry pays, however when comparing hourly rates, FCA typically pays
double the Collision industry rate. For example: Insurance pays 4.0 hours at $50/hour to paint a
hood, or $200. FCA pays 2.0 hours at $100/hour to paint a hood, or $200. The difference in
billing and hourly rates work out to the same total, just different approaches to get to the total.
Claim Processing Tip:

To help achieve a quality repair, dealers that do not have in-house body shops are encouraged

to use IRF Body Shops enrolled in the FCA Certified Body Shop program or I-CAR.

Claim Processing Tip:

When working with an IRF Body Shop, always talk cost of repair, not billable hours. Typically,
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IRFs charge more hours at a lower hourly rate. The only true comparison between an IRF
estimate and FCA repair allowance is total cost.
Claim Processing Tip:
If three (3) or more panels require paint, review the complete vehicle side or complete vehicle
LOP rather than using each panel. This reduces the overlapping caused by painting side-by-
side panels, for example; If a dealer charged for all panels on the side of the vehicle (fender,
front door, rear door, and quarter panel) the total is 5.3 hours, there is a LOP for the complete
side which pays 4.3. The reduced time is because each individual panel has time to blend into
the next panel. Asking for each means, you are requesting to be paid to paint the front door
and blend into the rear, then be paid to paint the rear door and blend into the front, which
causes complete overlap. (Each panel being blended into is also being painted)
Failure Codes Description (FC)
When repair of a panel is required, care should be taken in classifying the defect. An extra
moment at this point can be very beneficial in eliminating the defect in future vehicles being
manufactured.
[erie
23-65 23-60 | 23-70 Failure Meaning of code
Finesse | Color | Refinish code
sand, coat
buff,
and
polish
Xx 29 Used when the defect was created by a
Die marks, | stamping malfunction. Metal wrinkled, has a
wrinkles, fold, overlapped itself or had double character
dimples lines. Dimples and pimples, which are caused
by dirt or minute foreign material particles in
die during press operations appear as a pin-
point surface defects. Usually eliminated by
metal finish in care building processes
x Xx 41 Foreign | Airborne particles of dust, lint or dirt that
material on | adhere in the surface, and cannot be removed
surface by finesse sand, buff and polish procedure.
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x 47 Circular scratches in the sheet metal from
Grin marks | grinding. Usually found at metal finish joints.

x 5x A smooth inward and outward transition of the
Wavy sheet metal that usually covers the entire
surface panel, having a washboard effect when

sighted. When the weld causes metal
distortion of the outer skin. Usually found
around wheel openings
Xx Xx 69 Discolored results from a slight change in
Discolored | finish appearance usually due to chemicals
that adhere to paint finish above undercoat
after manufacture.
x 75 Paint mist on adjacent panels. Finish may be
Overspray | slightly hazy or rough to the touch. The result
of incomplete masking of adjacent panels
related to in-factory repairs. It could be a
different color overspray from separate in-
factory operations (blackout or underbody).
x x 76 Paint film surface is not smooth and resembles
Orange Peel | the skin of an orange.

Xx 78 Split in Metal is torn, split and requires solder or weld
metal or pin | for correction. Usually occurs in corners and
hole radii from road vibration at a weakened point.

For 23-85 LOP Group Only | 87 Perforation through exterior surface. This
Rusted failure code is not to be used for cosmetic rust
conditions. For imperfections in painted
surface to bare metal causing rust, whenever
possible, actual causal failure should be used.
x x 88 Excessive thickness or downward flow of
Sags,runs | clearcoat applied in a small area creating a
wavy appearance. Usually found on vertical
surface.
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Xx 89 Scratches found mainly around molding areas
Scored or due to damage during molding installation or
scratched other small scratches that are not considered
transportation damage.
Xx 99 Used when metal is poorly jointed or finished
Solder joint, | and has appearance of wavy, rough, pitted
poorseam | wrinkle in area or joint. (rocker panels, roof to
quarter, deck lid upper / lower).
x Al The finish is grainy and lacks gloss.
Dry spray
x Xx Xx AR Damage caused to retail vehicles by airborne
Acid rain contaminants. The defect may also take the
form of discolored spots, rings, or blotches of
areas with lower gloss.
Xx c2 Paint surface damage caused by the
Panel mechanical interference of vehicle panels
interference | such as door -to - pillar, hood -to-fender, or
deck lid -to-quarter panel
Xx CJ Variations of color coat appearance due to
Off color mottling / blotchiness
Xx P2 A wet mar is a result of touching the paint
Wet mar surface while wet or before fully cured
Xx P3 Checking | Fractures in paint surface caused by
orcracking | excessive film build
Xx P4 Sealer Body sealer / filler present under paint
under paint
Xx P5 Peeling is a result of color coat not adhering to
Peeling undercoat or undercoat not adhering to base
surface and peeling away.
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x PL Fine, circular scratches on the surface of paint
Polish marks | film.

Xx X7 Insufficient color coat applied, undercoat
Thin, no visible.
paint

Xx CJ Variation of color coat appearance due to
Off color mottling/blotchiness.

x Xx P7 In transit damage to the paint surface caused
Atmospheric | by industrial fallout, acid rain, rail dust, or
fallout other airborne contaminants. The defect may

also take the form of discolored spots, rings, or
blotches of areas with lower gloss
X7
Thin, no Insufficient color coat applied, undercoat
paint visible.
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23-67-37-03 2019 | 2030 | Tailgate Trim Left
Panel, 0004 De- | Multi-function 60/40-

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Panel,Rear | 0004 De-

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Panel, Dual | 0004 De-

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0007
Remove
23-67-21-50 2015 | 2030 | Panel,Hood | and Install
0007
Panel, Remove
23-67-37-50 2015 | 2030 | Tailgate and Install | Tailgate
0007
Panel, Remove
23-67-37-51 2020 | 2030 | Tailgate and Install | Tailgate (JT Only)
0007
Panel, Remove
23-67-51-50 2015 | 2030 | Fender and Install | Fender
0007
Panel, Remove Fender - JK Hard Top
23-67-51-51 2015 | 2030 | Fender and Install | Only
0007
Panel, Remove Fender - JK Soft Top
23-67-51-52 2015 | 2030 | Fender and Install | Only
0007
Panel, Front | Remove
23-67-53-50 2015 | 2030 | Side Door and Install | Front Door
0007
Panel,Rear | Remove
23-67-54-50 2015 | 2030 | Side Door and Install | Rear Door
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0007
Remove
23-67-21-61 2015 | 2030 | Panel, Hood | and Install | Rubicon Equipped
0007 Power Dome Hood
Remove Equipped (Sales code
23-67-21-62 2015 | 2030 | Panel,Hood | and Install | MMV)
0007
Remove
23-67-21-63 2015 | 2030 | Panel, Hood | and Install | Rebel Equipped
0007
Remove
23-67-21-64 2015 | 2030 | Panel, Hood | and Install | Sport Hood Equipped
0007
Remove SRT Single port hood
23-67-21-65 2015 | 2030 | Panel, Hood | and Install | equipped
0007
Remove SRT Multi port hood
23-67-21-66 2018 | 2030 | Panel, Hood | and Install | equipped
0007
Panel, Remove
23-67-51-60 2015 | 2030 | Fender and Install | Flare
0007
Panel, Front | Remove Molding/Cladding,
23-67-53-60 | F 2015 | 2030 | Side Door and Install | Body side
0007
Panel, Rear | Remove Molding/Cladding,
23-67-54-60 | F 2015 | 2030 | Side Door and Install | Body side

| ADDITIONAL INFORMATION:
Warranty Goodwill repairs pre-approved by an Area Manager/District Manager or Customer
TN Care Center are required to follow all applicable Digital Imaging Pre-Authorization Processes.
MOPAR: Please refer to the Digital Imaging Help Guide for additional information
Please ensure all affected dealership personnel are aware of this bulletin.
WARRANTY OPERATIONS
FCAUS LLC reserves the right to change any or all of the rules set forth in the Dealer Policy Manual and the Warranty Administration Manual by means of Warranty Bulletins and also by
making the amended manual available to you on DealerCONNECT.
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