Most triage tools get it wrong more often than people realise (and in some cases, care!)
And the issue starts right at the beginning, with how many systems are built.
Some rely solely on simple image-based automation. They assess what’s visible, apply a model, and return a result. The problem is, vehicle damage is rarely just what you can see. Drop a rock on your shoe and you may see scuffs on the shoe, but not the broken foot!
Hidden and latent damage is where complexity, and cost, often sits. If that isn’t considered early, decisions are made on incomplete information.
Others take a basic structure approach, using a fixed matrix or simple rules-based logic. These are too one-size-fits-all, applying the same thresholds and assumptions to every case, regardless of context. In practice, that leads to consistent outputs, but not necessarily correct ones.
And crucially, many of these systems operate without any real estimating framework behind them.
Which means, in reality, they’re often doing little more than a guesstimate, just delivered faster.
Lost Repairs: The Opportunity That Disappears Early
One of the biggest consequences of this is the number of repairable vehicles written off too early.
This is most common in borderline cases, but also in matrix triage. Vehicles are often pushed into a write-off decision based on overly simplified logic. But with proper assessment, many of these could remain repairable, especially when considering the various manufacturer and other total-loss avoidance schemes.
Through better estimating, smarter repair strategies, and total loss avoidance schemes, vehicles can often be brought back within viable repair cost.
When triage gets this wrong, bodyshops lose legitimate repair work, capacity is underutilised, revenue disappears before it’s even considered. And once that decision is made, it’s rarely revisited.
Rising Costs: When “Repairable” Isn’t Fully Understood
The opposite scenario is just as costly.
When a vehicle is classified as repairable based only on visible damage, without considering what sits beneath the surface, problems emerge quickly.
Hidden damage is discovered. Costs escalate. Timelines extend. This leads to supplementary estimates, increased indemnity spend, delays and operational friction & even worse can end up as a write-off after work has been started, which could have been avoided with proper triage.
What looked like a fast, efficient decision becomes a more expensive one.
Why Accuracy at Triage Matters More Than Ever
Modern vehicles are more complex. Repair methods are evolving. Cost pressures are increasing.
That means triage can no longer be a quick classification exercise, a rules-based output or a purely automated decision
It needs to be informed, contextual, and, where necessary, challenged.
A Different Approach: Built for Accuracy, Not Assumption
At Laird, we’ve built our triage around a simple principle: don’t force a decision where one shouldn’t be made.
Our approach combines three layers: Visual AI to identify obvious damage quickly. Predictive modelling (LLMs) to assess likely hidden or latent damage. Qualified engineers in the loop for complex or borderline cases
Every case is classified as, repairable, total loss, engineer expertise required, and that third outcome is key, because recognising uncertainty early is what prevents costly mistakes later.
Getting It Right at the Start
Triage sets the direction for the entire claim. When it’s accurate repair opportunities are protected, costs are controlled earlier, outcomes are more predictable. When it’s not repairs are lost, costs increase, opportunities disappear.
A Simple Question
If your current triage solution is automated or a matrix but still leading to rework, missed repair opportunities, unnecessary total losses, then it’s worth asking: Is it actually accurate enough?
Talk to Laird
If accuracy, defensibility, and better outcomes matter, it may be time to rethink how triage is done.
At Laird, we combine advanced technology with real engineering expertise to ensure decisions are not just fast, but right first time.
Speak to us to see how more accurate triage can reduce cost, protect repair opportunities, keep policy-holders satisfied and improve outcomes across your claims process.
