Tips for Creating a Solid Inquiry through the DEG

The Database Enhancement Gateway (DEG) and the inquiry process are built on a format for the collision estimating system end user to constructively provide open communication and clear, concise feedback to the information providers. You are far more likely to have an exciting, easy and positive inquiry experience if your concerns and required procedural steps are clearly presented for review.

The more information you provide from your firsthand experience to substantiate your position, the easier it will be for the information providers to understand the issue and address it appropriately; there can never be too much detail to your inquiry.

"I need more time than what they gave me" is not an example of a good inquiry. However, documenting the individual steps taken to perform the repair, identifying the type of substrates involved, itemizing the number of spot welds, and explaining the repair process does make for what we consider a good inquiry and can often lead to positive results.

While it is often easy to compare the different estimating products labor with one another, the times represented in their systems are all individual times that have been developed by individual companies. Inquiries that use a comparison between products as the basis for requesting a review do not produce positive results and will require the DEG to request further substantiation from you to process the inquiry.

It is also important to remember the value in the statement, "a picture can say a thousand words." It is always easier to understand an issue and come to a reasonable conclusion when all parties involved start with the same general information to work from. Keep in mind that while the vehicle is in front of you to visually inspect, that may not be true for those reviewing your inquiry. A picture helps visualize why you are submitting the inquiry.

When you are uploading your pictures, it is best to upload any other pertinent information as well. Some of the information providers require a copy of the estimate to be included with the inquiry submission. The estimate copy may have codes or information included in them that help the information provider identify why your issue is occurring. If an estimate copy is available, the DEG recommends uploading it at the time of the initial inquiry submission to save yourself from having to e-mail or fax it at a later date if it becomes necessary in the review of the inquiry. Personal information of the vehicle owner should be removed from the estimate copy for privacy protection; however, if it is not, the DEG does remove that information prior to forwarding it on to the information provider.

Now that you know the basics, please take a moment to review the adjacent submission, which we feel represents a "good" inquiry. Notice the level of detail in the description and that all of the corresponding text boxes are filled out.

Aaron Schulenberg is the administrator of the Database Enhancement Gateway program. He can be reached at admin@degweb.org.