Are Carriers Pivoting to Non-Network Inspections?

Auto insurers have long relied on direct repair programs (DRPs) to control the claims process—adjusters are trained and expected to direct policyholders and claimants to a network of pre-approved body shops that offer predictable costs, timelines, and oversight. But with ongoing parts shortages and record-long repair backlogs, that model is showing cracks. Increasingly, carriers seem to be pulling back from these tightly managed networks and leaning into photo-based inspections and non-network shop options—not necessarily to serve policyholders better, but to shift the growing service burden elsewhere.

In the past, network shops were essential to keeping repair cycle times in check. But today, even the best DRP shops are struggling. A shortage of parts, technicians, and available repair slots has driven average repair times past 23 days (Read more about parts delays in our previous blog post), more than double what they were just a few years ago. Many shops are booked out for weeks, and one delayed part can halt a job completely. Insurers, faced with rising rental costs, customer dissatisfaction, and growing claims volume, are quietly adapting—by removing themselves from the bottleneck.

The pivot to virtual estimates—where customers take photos of the damage and receive an AI-assisted estimate—lets carriers avoid delays tied to in-person inspections. But it’s more than just tech-enabled convenience. It’s a way to offload responsibility. Once an estimate is issued and the customer is told to “go wherever you’d like,” the friction of dealing with parts delays, supplemental estimates, and frustrated drivers is now the repair shop’s problem—not the carrier’s.

Non-network shops, once discouraged, are suddenly a convenient release valve. They’re left managing customer expectations, chasing parts, and negotiating supplements—all while the insurer distances itself. Meanwhile, the customer may lose access to guarantees or direct billing, but insurers avoid accountability for the sluggish repair process. It’s a hands-off approach wrapped in the language of flexibility and innovation.

To be clear, this isn’t about offering customers more choice—it’s about carriers managing risk and optics. By scaling back their push toward network shops and increasing use of photo estimates, they reduce pressure on their systems, avoid scrutiny over delays, and place more of the problem downstream. For repairers and policyholders, that means navigating more of the claim on their own, with less direct support than ever.

As parts delays and repair timelines continue to strain the system, the industry is evolving—but not necessarily in ways that benefit the people stuck waiting. The shift away from DRP enforcement may look like progress, but it also marks a quiet retreat from service accountability. In today’s claims environment, convenience often comes at a cost—and someone else is left holding the wrench.