January 29, 2019

Lookback at 2018 Insurance Accomplishments

As CARSTAR accelerates its growth heading into 2019, the leading provider of premier collision repairs takes a moment to look back on some of its key accomplishments in 2018.


In-house collaboration

A major Canadian insurer has installed a first ever in-house Claims Assistance Advisor at the insurer’s office. Pioneering this new initiative is CARSTAR, championing the efforts to streamline insurance program management.

Some of the benefits seen by both the insurer and CARSTAR include:

  • Improved customer service scores
  • Reduced cycle time
  • Reduced customer complaints
  • Reduced number of inquiries for claim payments
  • Reduced in-bound calls to insurance call centres
  • Streamline communications with in-house adjusters
  • Quick response time for remote adjusters through internal messaging platform

Significant network growth

Celebrating monumental milestones in 2018, CARSTAR opened its 600th North American location in the summer at the launch of CARSTAR Sudbury, welcomed its new largest multi-store owner with 11 locations, Chilton Auto Body in California and continued to maintain an industry leading customer service record with an NPS score of 80%.

CARSTAR enters 2019 celebrating its 30th anniversary and forecasts adding 120 locations to its network. CARSTAR has an analytical approach to growth based on the Driven Brands proprietary model, allowing them to identify targeted opportunities based on real estate, economic and demographic trends.

Dedicated program manager to drive performance based learning events

To enhance existing training services, CARSTAR hired a National Program Manager to oversee training, program management and optimize process materials. Having experienced staff, solely dedicated to training, ensures the CARSTAR network stays ahead of industry advancements.

Proven a valuable addition to the already thriving CARSTAR University, the National Program Manager is working in tandem with the operations and insurance team. This approach drives performance enhancements at the store level through continued training and education.


Filled with incredible accomplishments, 2018 was an outstanding year for the CARSTAR network. The team is eager to accelerate its performance as it enters 2019 and plans to continue on this upward trajectory.