nsurance denials aren’t just an estimating problem. They are a safety problem and a consumer problem. And according to Peyton Bell (Bell Auto Body, Oklahoma), the only scalable fix is state legislation that stops carriers from denying payment for documented OEM repair procedures and parts.

In Episode 6, Peyton breaks down why the popular advice to “just bill the customer” collapses in real life. Most customers cannot float thousands of dollars up front while they fight for reimbursement, and many will choose a faster, cheaper path even when it risks unsafe repairs. That leaves the shop holding the liability, the customer holding the confusion, and the insurer holding the leverage.

Peyton then teaches a practical “master class” on getting laws changed: how to identify and contact your local senator, how to earn meetings, how to explain the issue in plain language, and how to build enough constituent pressure to get a bill sponsored. He also shares how to draft a framework for a bill, then let legislative counsel tighten it into formal language.

If you want to stop losing one claim at a time and start changing the rules in your state, this is your roadmap.

X Games athlete turned high production collision shop owner is not a normal career path, but that is exactly what Ted Culbertson did at Top Gun Auto Body in Helena, Montana. And he brought a leadership philosophy most shops are missing: trust built through transparency.

In this episode, Ted shares how he attracts younger employees, why he interviews people with little or no experience, and how he brings them in through blueprinting and hands-on exposure to the work. We also unpack the daily and weekly routines he uses to keep expectations clear, reduce drama, and build a culture where accountability feels normal, not forced.

If you are trying to grow your team, develop younger talent, and create a shop environment people want to stay in, this conversation will give you practical ideas you can put to work right away.

Coming off a lighter 2025, most shop owners are heading into 2026 thinking about one thing: car count.

In this episode of Operational Intelligence, I sit down with John Brown of Red Rock Collision in Cottonwood, Arizona—the only independent shop left in his market, surrounded by consolidators and DRP-fed competition. And here’s the hook: with the cards stacked against him, John isn’t just staying alive—he’s still growing and building a new, larger shop.

We break down the real playbook for how an independent wins when insurers try to steer customers away before the shop even gets a shot.

In this episode, you’ll learn:

• How John combats insurance steering with a simple “right to choose” message that actually works
• The front-office approach that wins the job before the insurance company can redirect it
• Why writing a quick estimate and “following up later” is where independents lose
• How John sells against big chains without going negative
• The contract and scheduling strategy he uses to lock in commitment and reduce lost jobs

If you’re trying to stand out, protect your volume, and grow in a market that’s been bought out around you—this episode is for you.