Hail,Theft, Vandalism Textbook DamageAnalysis

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Hail, Theft, Vandalism Damage Analysis Textbook Version: 13.2 © 2011 - 2013 Inter-Industry Conference On Auto Collision Repair DAM09-STMAN1-E

Transcript of Hail,Theft, Vandalism Textbook DamageAnalysis

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Hail,�Theft,Vandalism

Damage�Analysis

Textbo

ok

Version:�13.2

©�2011�-�2013�Inter-Industry�Conference�On�Auto�Collision�Repair

DAM09-STMAN1-E

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Hail,�Theft,�Vandalism�Damage�AnalysisTextbook

Table�of�Contents 3

Contents

Introduction..............................................................................................................................7Obligations�To�The�Customer�And�Liability.......................................................................... 7

Module�1�-�Analyzing�Vandalism...........................................................................................11Fuel�Contamination............................................................................................................ 11Finish�Damage....................................................................................................................16Interior�And�Underhood�Damage....................................................................................... 19Slashed�Tires....................................................................................................................... 21Module�Wrap-Up............................................................................................................... 22

Module�2�-�Theft�Analysis......................................................................................................25Automotive�Theft................................................................................................................ 25Total�Vehicle�Theft..............................................................................................................30Theft�And�Fraud..................................................................................................................35Module�Wrap-Up............................................................................................................... 35

Module�3�-�Analyzing�Damage�From�Natural�Causes.............................................................39Hail�Damage...................................................................................................................... 39Wind�Damage.................................................................................................................... 51Lightning.............................................................................................................................52Infestation........................................................................................................................... 55Module�Wrap-Up............................................................................................................... 57

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Introduction

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IntroductionTextbook

Hail,�Theft,�Vandalism�Damage�Analysis 7

Obligations�To�The�Customer�And�Liability

The�Collision�Repair�Industry�hasan�obligation�to�correctly�repair�thecustomer’s�vehicle.�Collision�repairs�mustbe�performed�using:

• recommended�or�testedprocedures�from�vehicle�makers,I-CAR,�and�other�research�andtesting�organizations.

• quality�replacement�parts�andmaterials.

• repair�processes�and�parts�aswritten�and�agreed�upon�in�therepair�order.

• If�items�on�the�repair�agreementare�not�consistent�with�the�repairorder,�it�can�be�considered�fraud.

Performing�proper�collision�repairsrequires�using�parts�and�procedures�thatkeep�remaining�warranties�intact.Collision�repairs�must�restore:

• safety.• structural�integrity.• durability.• performance.• fit.

• finish.

Throughout�the�damage�analysis�andrepair�process�the�repairer�and�insurermust:�communicate�with�each�other.

• maintain�constant�communicationwith�the�customer.

• be�in�agreement�with�each�otherand�the�customer�on�how�repairswill�be�performed.

• inform�the�customer�of�anychanges�in�the�repair�plan�fromthe�original�repair�agreement,�andexplain�the�changes�and�why�theyhave�to�be�made.

To�reduce�liability:

• make�sure�that�all�repairs�areperformed�thoroughly,�correctlyand�as�listed�in�damage�report.

• follow�proper�procedures.• use�quality�replacement�parts�andmaterials.

• have�documentation�of�requiredrepairs�with�detailed�recordkeeping�available�for�customers.

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IntroductionTextbook

Hail,�Theft,�Vandalism�Damage�Analysis 8

Technicians�are�considered�theexperts�and�are�expected�to�beknowledgeable�on�how�to�performa�quality�repair.

Keeping�thorough�records�includes�morethan�recording�the�date,�mileage,�andpre-existing�damage.�Record�keepingalso�includes:�making�sure�all�notes�arelegible.

• verifying�the�repairs�that�weremade�or�not�made.

• having�the�customer�sign�awaiver�for�repairs�that�they�donot�want�performed.�Repairersmust�determine�their�liability�onnot�repairing�safety�systems�suchas�restraint�and�anti-lock�brakesystems.

• keeping�computer�printouts�orworksheets�on�file�showing�wheelalignment�readings�or�vehicledimensions�before�and�afterrepairs.

• keeping�scan�tool�printouts�andrecords�of�computer�codes�forairbag,�anti-lock�brake,�emission,and�powertrain�control�module(PCM)�systems.�attaching�the�OEMor�other�tested�procedure�printoutto�the�vehicle�repair�order.

• keeping�receipts�for�all�subletwork�performed.

Liability�insurance�that�covers�the�repairfacility�may�not�always�cover�all�damages.For�example:

• the�policy�may�not�coverfaulty�repairs,�leaving�liabilityresponsibility�completely�on�thefacility.

• a�shop�owner�may�find�that�repairfacility�liability�coverage�may�notcover�the�full�amount�awarded�ina�lawsuit.�The�shop�owner�wouldhave�to�pay�the�difference.

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Module�1�-�AnalyzingVandalism

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Hail,�Theft,�Vandalism�Damage�Analysis 11

Fuel�Contamination

Learning�objectives�for�this�moduleinclude:

• providing�an�overview�of�differenttypes�of�vandalism.

• identifying�vehicle�fluidcontamination�and�listing�repairoptions.

• identifying�vandalism�damage�to�afinish.

• identifying�vandalism�damageto�the�vehicle�interior�and�repairconsiderations.

• identifying�slashed�tires�anddetermining�repair�or�replaceoptions.

This�course�will�address�various�types�of�damage�thatcan�occur�from�theft�and�vandalism,�such�as�brokenwindows.

This�course�provides�information�on�howto�analyze�damage�that�occurs�from�avariety�of�circumstances�that�are�notcommonly�associated�with�a�typicalcollision.�These�include:

• vandalism.• common�theft�damage.

• weather-related�damage,�such�ashail,�wind,�and�lightning.

The�course�will�look�into�inspectionmethods�used�to�analyze�these�typesof�damage,�and�provide�possible�repairoptions.

This�windshield�was�broken�from�a�random�act�ofviolence.

Vandalism�commonly�occurs�in�two�ways.The�first�is�when�someone�is�intent�ondamaging�the�vehicle,�either�targeting�aspecific�owner�and�vehicle�through�anact�of�vengeance,�or�through�randomvandalism.

The�second�type�of�vandalism�occurs�fromsomeone�who�damages�the�exterior�whenlooking�to�gain�access�to�the�interior�forthe�purpose�of�theft.�This�type�of�damagegenerally�includes�broken�glass�anddamaged�door�lock�assemblies.�This�typeof�damage�can�also�include�damage�tothe�interior�of�the�vehicle�after�access�hasbeen�made.

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Sugar�does�not�dissolve�in�gasoline�and�will�sink�tothe�bottom�of�the�fuel�tank.

Contaminating�the�fuel�tank�has�been�apopular�form�of�vandalism�for�some�time.Contaminants�that�have�been�used�byvandals�include:

• sand.• sugar.• dirt.• water.• fire�extinguisher�residue.• soda�water.• varnish�and�paint.

Most�solid�contaminants:

• do�not�dissolve�in�gasoline�ordiesel�fuel.

• will�clog�the�fuel�filter�and�fuelinjectors.�Some�may�even�damagethe�fuel�pump.�However,�rarely�dolarger,�granular-type�contaminantsmake�it�to�the�engine.�However,some�contaminants,�such�as�sodawater,�can�make�it�to�the�engineand�disable�it.

Honda�Pilot

On�this�2007�Honda�Pilot,�the�fuel�sample�iscollected�from�the�engine�compartment�area.

To�determine�if�there�is�fuelcontamination,�take�a�fuel�sample�from�afuel�line�leading�out�of�the�fuel�tank�intothe�engine.�Because�most�contaminantssink�in�gasoline,�including�water,�thebottom�of�the�tank�is�the�best�source�for�afuel�sample,�which�is�where�fuel�pumpspull�from.�When�extracting�the�sample:

• fill�a�clean�glass�container�withfuel.

• use�the�fuel�from�the�supply�line�tothe�engine.

• operate�the�fuel�pump�to�gather0.5�L�(one�pint)�of�fluid.

• allow�the�sediment�to�gather,�if�itexists.

Personal�SafetyWhen�servicing�fuel�systems,�if�any�fuelspills�on�skin,�immediately�wash�theaffected�area�with�soap�and�water.�Ifclothing�becomes�saturated�with�fuel,remove�the�clothing�immediately.

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When�servicing�fuel�systems,�always�wearsafety�glasses�and�ventilate�the�area�tocontrol�fuel�vapor�buildup.�Plug�or�cap�allfuel�system�openings�when�removing�ordisconnecting�fuel�system�parts.

It�is�also�recommended�to�clean�up�spilledfuel�immediately,�avoid�sparks�and�othersources�of�ignition,�and�notify�others�inthe�work�area�that�fuel�system�work�is�inprocess.

Ford�F-150

The�fuel�filter�on�this�Ford�F-150�will�have�to�beinspected�and�likely�replaced�if�fuel�contamination�isfound.

When�determining�fuel�contamination:

• check�the�fuel�filter�for�largeamounts�of�solid�contaminants.Gasoline�is�a�preservative�anditems�like�sugar�will�not�dissolve.

• it�may�be�necessary�to�have�thefuel�analyzed�by�an�independentlaboratory.�There�are�generallythree�levels�of�testing�available.More�basic,�or�level�one�tests,simply�determine�that�the�fuel�iscontaminated.�More�extensivetesting,�or�a�level�three�test,�willindicate�the�type�of�contaminant.

The�extent�of�testing�variesdepending�on�the�desired�results.

If�doing�outside�testing,�it�is�recommendedto�use�the�container�provided�by�thetesting�facility�to�ensure�the�container�isfree�of�contaminants�that�may�taint�theresults.

Hazardous�MaterialsWhen�shipping�fuel�samples�to�a�testinglaboratory,�technicians�must�follow�theproper�shipping�regulations�regardingtransportation�of�hazardous�fluids.

Refer�to�Module�1,�"Video:�DeterminingFuel�Contamination"�for�a�video�on�howto�determine�if�a�vehicle�fuel�system�hasbeen�contaminated.

Ethanol�test�kits�are�available�to�determine�if�a�fuelsystem�is�contaminated�with�E85�fuel.

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In�some�instances,�fuel�contamination�isnot�deliberate.�People�may�inadvertentlymix�the�wrong�fuels�at�a�gas�station.�Forexample,�some�may�mix:

• E85�and�E10.�Unless�the�vehicle�isspecifically�equipped�for�E85�fuel,using�E85�can�cause�drivabilityconditions�and�deterioration�ofsome�fuel�system�parts.

• gasoline�and�diesel.• water�and�gasoline.�While�thevehicle�owner�generally�does�notadd�water�to�the�gas�tank,�someservice�stations�can�have�leakystorage�tanks�that�allow�water�toflow�into�the�supply.

Some�vehicle�makers�may�have�specific:

• test�kits�that�allow�techniciansto�check�for�the�presence�ofexcess�alcohol�or�water�in�the�fuelsystem.

• recommendations�and�tools�forpurging�the�fuel�system�of�E85�andother�contaminants.

Dropping�and�cleaning�the�fuel�tank�is�required�forremoving�contaminants�from�the�fuel�system.

To�clean�a�contaminated�system,�the:

• tank�must�be�drained�and�cleaned.• fuel�lines�and�filters�must�be�clear.• plugged�filters�are�replaced.• fuel�lines�may�need�to�bereplaced.

• fuel�injectors�must�be�cleaned.Depending�on�the�extent�ofdamage,�some�injectors�mayneed�to�be�replaced.�Moisturecan�corrode�and�pit�newer�fuelinjectors.

Engine�oil�contamination�may�be�indicated�by�dirt�orsand�around�the�oil�filler�cap.

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Another�type�of�vandalism�that�mayoccur�is�adding�contaminants�directlyinto�the�crankcase�to�lock�up�the�engine.This�requires�access�to�the�enginecompartment,�so�this�type�of�damage�isless�common.

Common�contaminants�added�tothe�crankcase�are�sand�or�dirt.�Someindications�that�there�may�have�beenfoul�play�may�be�residual�sand�or�dirtaround�the�oil�cap.�To�verify�whethercontamination�actually�occurred,�engineoil�may�be�analyzed�for�contaminants,similar�to�how�the�fuel�is�analyzed.

If�water�is�in�the�crankcase,�it�should�beverified�that�it�was�intentional.�This�canbe�done�by�checking�for�a�cracked�block,damaged�head�gasket,�or�other�areas�thatwould�allow�moisture�into�the�engine.

As�with�fuel,�not�all�contamination�isdeliberate.�Some�cases�are�accidental,for�example,�adding�the�wrong�fluid�to�areservoir�(power�steering�fluid�to�brakefluid�reservoir,�windshield�wiper�fluid�topower�steering�fluid�reservoir).�Improperfluid�can�cause�damage.�For�example,�thewrong�brake�fluid�can�disintegrate�sealson�some�systems.

A�loosened�transmission�fluid�plug�will�slowly�drainthe�fluid�and�lock�up�the�transmission.

Other�types�of�vandalism�include�fluidlevel�tampering.�This�includes�vandals:

• disconnecting�or�loosening�theoil�filter.�As�the�oil�drains�out,�theengine�locks�up�from�overheating.

• removing�the�transmissionfluid�plug.�This�will�cause�thetransmission�to�lock�up.

• removing�the�coolant�drain�plug.This�will�cause�the�engine�tooverheat.

Sometimes,�vandals�will�plug�the�fuel�fillerneck,�requiring�disconnecting�the�fuelfiller�neck,�cleaning�out�the�debris,�andreassembling�the�parts.

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Finish�Damage

Raw�eggs�can�etch�the�clearcoat�if�left�to�dry.

One�of�the�more�common�types�ofvandalism�damage�is�to�the�vehicle�finish.Depending�on�what�was�used,�damagemay�be:

• just�to�the�clearcoat.�In�thisinstance,�detailing�or�refinishingmay�be�required�depending�on�thedepth�of�damage.

• through�either�the�topcoats�or�allthe�finish�layers,�which�will�alwaysrequire�the�panel�to�be�refinished.

Refer�to�Module�1,�"Video:�Raw�EggDamage�And�Repair"�for�a�video�on�howraw�eggs�and�egg�shells�can�damage�a

vehicle�finish�and�repair�options�for�thistype�of�damage.

Egg�shells�can�crack�a�vehicle�finish�if�thrown�withenough�velocity.

Eggs�are�commonly�used�to�vandalizevehicles.�While�eggs�seem�fairlyharmless:

• they�can�etch�clearcoat�if�left�onthe�panel�for�an�extended�periodof�time�or�simply�allowed�to�dryonto�the�finish.�Eggs�are�slightlyalkaline,�with�a�7.6�–�7.8�onthe�pH�scale,�so�even�this�smallamount�of�alkalinity�will�damagethe�clearcoat.

• the�impact�of�egg�shells�may�chipor�crack�the�finish�depending�onhow�hard�they�are�thrown�at�thevehicle.

• damage�not�related�to�the�impactcan�generally�can�be�avoided�withimmediate�removal�of�the�eggyokes�and�egg�whites.

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Refer�to�Module�1,�"Video:�Key�ScratchRepair"�for�a�video�on�how�to�determineif�key�scratches�in�a�vehicle�finish�can�berepaired.

Deep�key�scratches�require�refinishing�a�panel.

Key�scratches�are�generally�deep�scratchesinto�the�vehicle�finish.�When�analyzingrepair�options�for�key�scratches:

• the�depth�of�the�scratchdetermines�repair�options.

• if�only�the�upper�layer�of�theclearcoat�is�scratched,�and�afingernail�does�not�catch�on�thescratch,�buffing�may�be�a�repairoption.

• deeper�scratches,�where�afingernail�catches�on�the�scratch,require�refinishing.�This�is

generally�the�more�common�typeof�key�scratch.

• note�that�vehicle�makers�mayprovide�a�recommendationregarding�the�amount�of�clearcoatthat�can�be�removed�from�a�panel.Limits�are�put�in�place�to�preventexcessive�amounts�of�clearcoatfrom�being�removed.�If�too�muchclearcoat�is�removed,�paint�failuremay�occur.�Most�vehicle�makersrecommend�not�removing�morethan�0.5�mil�of�clearcoat.�Thiswill�require�monitoring�the�finishthickness�during�the�buffingprocess.

Spray�paint�removal�products�are�available�toremove�graffiti�from�a�finish.

Spray�paint,�or�graffiti,�on�a�vehiclesurface�may�require�a�variety�of�repairtechniques�based�on�the�spray�paintchemistry.�Common�types�of�spray�paintare�made�from:

• acrylic.• epoxy.• latex.

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In�addition�to�vandalism,�other�typesof�damage�may�include�house�paint�orroad�paint�or�other�types�of�industrialoverspray.

 Graffiti�removal�may�require�using:

• special�cleaners,�solvent�or�water-based.

• detailing�clay.

Detailing�clay�used�with�a�water-basedlubricant�can�be�used�to�remove�someforms�of�overspray�and�paint�on�non-porous�(smooth)�surfaces�such�as�glassand�metal.�In�some�instances,�a�pressurewasher�may�be�used�to�remove�latex-based�paint.

Another�option�for�removing�graffiti�spraypaint,�permanent�marker,�or�other�stainingproducts�includes�specially�designedproducts�such�as�graffiti�remover.�Theseare�either�petroleum-based�or�water-based.�It�is�important�to�note�that�beforeusing�this�type�of�product,�it�shouldbe�verified�that�it�is�compatible�withautomotive�finishes.�When�using�chemicalcleaners,�always�test�the�effects�of�cleaneron�an�inconspicuous�area�to�determinethat�the�surface�will�not�become�damagedfrom�the�cleaner.

If�all�other�methods�fail,�sanding�andrefinishing�may�be�the�only�repairoption.

Battery�acid,�solvent,�and�brake�fluid�can�damage�avehicle�finish.

Other�types�of�fluid�that�may�be�used�tovandalize�a�vehicle�include:

• brake�fluid.• paint�thinner.• battery�acid.

These�should�be�removed�as�soon�aspossible�to�prevent�etching�the�clearcoator�even�deeper�into�the�finish.�Generally,materials�such�as�this�will�requireneutralizing�the�fluid,�followed�byrefinishing�the�panel.

Damage�to�a�custom�finish,�such�as�this,�requiresaccess�to�paint�records�on�how�the�finish�wascreated.�This�helps�determine�if�the�finish�isrepairable.

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If�the�clearcoat�scratches�cannot�berepaired�with�buffing,�repair�to�customfinishes�may�require:

• determining�the�refinishingprocess.

• finding�documentation�aboutthe�finish�from�the�company�thatpainted�the�vehicle.

• stripping�an�entire�panel.�Unlike�atraditional�finish,�custom�finishesare�difficult�to�blend.

Interior�And�Underhood�Damage

Slashed�airbags�require�replacement.�Repairs�shouldnever�be�made�to�airbag�covers.

Vandals�that�gain�access�to�the�vehicleinterior�can�do�considerable�damage.Common�types�of�damage�include: 

• slashed�seats�/�upholstery.• slashed�airbag�covers.�There�areno�repair�options�for�this�type�ofdamage.�The�slashed�airbag�coversrequire�replacement�of�the�airbagmodule.

• stains�on�seats.• intentional�water�damage.�Thismay�require�replacement�of

carpeting�as�often�times�it�isdifficult�to�completely�dry�thematting�that�is�attached�to�thecarpeting.�This�can�result�in�moldproblems.�Also,�the�floor�of�manyvehicles�now�contains�controlmodules�and�wiring�harnesses�thatcan�be�damaged�from�excessivemoisture.

• stained�or�cut�carpeting.• contamination�from�variousmaterials.

Slashed�seat�fabric�may�require�replacement�of�theseat�cover�if�not�the�entire�seat,�while�mud�stains�onseats�require�proper�cleaning.

Seats�that�are�slashed�may�requirereplacement�of�the:

• fabric,�if�it�is�sold�separately�fromthe�seat.

• seat�cushion.• seat�cushion�and�fabric,�if�soldtogether.

• seat�cushion�heaters.• side�impact�airbag�module,�ifintegrated�into�the�seat�back.

Many�passenger�seats�are�equippedwith�an�occupant�detection�systemthat�includes�a�bladder�that�can�be

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damaged�if�punctured.�This�would�requirereplacement�of�the�occupant�detectionparts�and�recalibration�of�the�system.Which�parts�are�replaced�is�dependenton�the�vehicle�maker.�Reference�thevehicle�service�information�for�a�specificlist.�Even�if�the�detection�system�is�notdamaged,�some�vehicle�makers,�such�asGM,�recommend�replacing�the�sensor�ifreplacing�the�cushion.

When�replacing�the�fabric�or�seat�cushion,some�vehicle�makers�recommenddisabling�the�passive�restraint�system�if�theside�airbag�is�integrated�in�with�the�seat.

Stains�may�also�require�removal.�Themethod�used�depends�on�the�material�thatcaused�the�stain.�More�information�on�thistype�of�repair�can�be�found�in�the�I-CARlive�"Detailing�(REF04)"�training�course.

A�cut�radiator�hose�requires�replacement.

Common�items�that�may�be�damagedunderhood�include:

• wire�harnesses,�which�can�be�cut.• radiator�hoses,�which�can�be�cut.

It�is�rare�to�find�underhood�items�arevandalized�in�this�manner,�as�morevehicle�designs�enclose�the�enginecompartment.�This�generally�requiresaccess�to�the�vehicle�interior�so�the�hoodlatch�can�be�disengaged.

With�any�vandalism�damage,�it�isimportant�to�perform�a�completeinspection�inside�the�vehicle,�outsidethe�vehicle,�underhood,�and�underbody.Covering�all�areas�ensures�that�any�hiddendamage�is�found�and�analyzed.

A�slashed�convertible�top�may�require�replacementof�the�fabric�if�the�slash�is�not�along�a�seam.

Damage�to�a�fabric�convertible�top�mayinclude:

• cuts�to�the�top.• stains�to�the�fabric.

Damage�to�a�fabric�convertible�tophas�few�repair�recommendations.�Forexample,�a:

• cut�or�slashed�top�generallyrequires�fabric�replacement.Sewing�the�fabric�may�not�be

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practical�as�it�would�leave�avisible�mark.

• stained�top�can�be�cleaned�withsoap�and�water�if�it�is�a�fairlymild�stain.�For�more�aggressivestains,�one�vehicle�maker,�GM,recommends�Armor�All�OxiMagicCarpet�and�Upholstery�Cleaner.However,�some�stains,�suchas�paint,�may�not�be�cleaned,requiring�replacement�of�thefabric.

Slashed�Tires

Tires�that�are�punctured�on�the�sidewall�are�notrepairable.

Slashed�tires�are�tires�that�have�beenintentionally�punctured�through�variousmethods�such�as:

• knives�and�ice�picks.• cut�valve�stems.

Whether�or�not�the�tire�can�be�repaireddepends�on�the�cut�location.�Forexample:

• sidewalls�are�not�repairable�due�tosafety�concerns.

• the�tread�area�may�be�repairabledepending�on�the�size�of�thepuncture.

All�four�tires�should�be�checked.�If�oneis�damaged,�there�may�be�damage�toothers.

Also,�for�vehicles�equipped�with�tirepressure�monitoring�systems,�the�systemsensor�on�the�wheel�should�be�checkedto�make�sure�it�was�not�damaged.�Sensorscan�be�damaged�if�the�valve�stem�is�cut,or�damaged�from�the�flat�if�the�sensor�iscrushed�by�the�weight�of�the�vehicle.

To�verify�that�the�tire�pressure�monitoringsystem�is�still�functioning,�turn�the�vehicleon�and�make�sure�the�tire�pressuremonitoring�system�warning�light�is�off.Tire�pressure�warning�systems�weremandated�on�vehicles�sold�in�NorthAmerica�as�of�model�year�2009.

Do�not�use�a�tire�plug�when�repairing�tires.

Tire�repairs�are�limited�to:

• a�two-piece�plug�and�repairmethod�or�a�one-piece�/�plug

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combination�repair�method.�Tireplugs�should�not�be�used�alonebecause�they�do�not�seal�theinner�liner�and�will�void�the�tirewarranty.�Also,�do�not�use�a�patchonly�to�repair�a�puncture.

• punctures�that�are�¼"�or�smaller.

When�repairing�punctured�tires,�alwaysremove�the�tire�and�inspect�the�inner�tireliner.�Never�use�an�inner�tube�for�a�tirerepair.

Plug-patches:

• keep�the�inner�tire�liner�sealed.If�the�inner�liner�does�not�staysealed,�the�tire�can�separate�fromthe�inside.

• maintain�the�speed�rating�of�a�tire.This�can�be�done�using�a�specialspeed�rated�plug–patch.

All�four�tires�that�have�been�slashed�withvery�little�tread�on�them�may�raise�a�redflag�for�potential�fraud.

Module�Wrap-Up

Topics�discussed�in�this�moduleincluded:

• an�overview�of�different�types�ofvandalism.

• vehicle�fluid�contamination�andrepair�options.

• finish�issues�as�a�result�ofvandalism.

• vandalism�damage�to�the�vehicleinterior�and�repair�considerations.

• tire�damage�repair�and�replaceoptions.

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Automotive�Theft

Learning�objectives�for�this�moduleinclude:

• identify�commonly�stolen�vehiclesand�parts

• determining�the�differencebetween�theft�and�prior�damage.

• identifying�potential�fraudindicators.

• identifying�items�typicallydamaged�on�stolen�vehicles.

• identifying�damage�to�electronics,both�factory�installed�andaftermarket.

Shows�the�top�10�insurance�theft�losses�for2007-2009�and�the�U.S.�cities�with�the�most�stolenvehicles�per�capita.

The�top�10�US�insurance�theft�lossesfor�2007�–�2009�include�the�followingvehicles:

1. Cadillac�Escalade2. Ford�F-250�Crew�4WD�(08/09)3. Infiniti�G37�2-door�(08/09)4. Dodge�Charger�HEMI5. Chevrolet�Corvette�Z066. Hummer�H2�4WD

7. Nissan�Pathfinder�Armada8. Chevrolet�Avalanche�15009. Chevrolet�Silverado�1500�Crew10. GMC�Yukon

This�list�is�provided�by�the�InsuranceInstitute�for�Highway�Safety.

It�is�important�to�note�that�these�vehiclesare�not�the�most�common�vehicles�stolen.This�figure�is�in�relation�to�claims�filed,and�what�the�industry�is�most�likely�to�seerepaired�in�the�even�of�a�theft�recovery.The�most�popular�vehicles�stolen�in�theUS�include�the�following:

1. 1994�Honda�Accord2. 1995�Toyota�Camry3. 1989�Toyota�Camry4. 1997�Ford�F-150�Pickup5. 2004�Dodge�Ram�Pickup

U.S.�cities�with�the�most�stolen�vehiclesper�capita�include:

1. Laredo,�TX2. Modesto,�CA3. Bakersfield,�CA4. Stockton,�CA5. Fresno,�CA6. Yakima,�WA7. San�Francisco/Oakland,�CA8. Visalia/Porterville,�CA9. Las�Vegas,�NV10. Albuquerque,�NM

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Catalytic�converters�are�often�stolen�for�their�highscrap�value.

Common�stolen�vehicle�items�include:

• catalytic�converters,�which�areoften�sold�to�scrap�yards�forthe�precious�metals.�High-ridevehicles,�such�as�trucks�and�SUVs,are�often�targeted,�as�it�is�easyto�get�underneath�the�vehicle�forremoval.

• airbags.�There�are�over�75,000airbags�stolen�every�year,�whichcost�the�industry�approximately$50�million.�Several�initiatives�arecurrently�underway�to�curtail�theinstallation�of�stolen�airbags�forcollision�repairs.

• vehicle�maker�emblems.• wheels.�Even�wheels�with�lockinglugs�can�be�stolen.�Tools�areeasily�available�to�those�with�theknowledge�of�how�to�removethem�and�the�proper�contacts�foraccessing�the�tools.

• hubcaps.• high-intensity�dischargeheadlamps.

Thieves�can�be�aware�of�market�demands.For�this�reason,�some�vehicles�may

be�stolen�for�specific�parts,�taken�to�alocation�where�the�parts�are�removed,and�then�towed�or�driven�to�a�remote�areawhere�the�vehicle�is�abandoned.

Thieves�often�break�the�side�glass�when�looking�togain�access�to�the�vehicle�interior.

One�of�the�more�common�types�of�theft�isthe�smash�and�grab,�where�windows�arebroken�to�quickly�retrieve�items�inside,such�as:

• iPods�/�MP3�players.• computers.• portable�navigation�systems.• DVD�players.• phones.• purses.• radar�detectors.

Generally,�items�that�are�stolen�are�easyto�remove�and�/�or�have�a�high�dollarvalue.

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Factory�stereos�are�often�integrated�with�othercontrols�and�coded�so�that�contact�with�the�vehiclemaker�must�be�done�to�re-activate�the�stereo.

In-dash�items,�such�as�factory-madestereos,�are�not�as�popular�to�steal�as�theyonce�were�and�are�rarely�stolen.�Factory-made�stereos:

• often�require�specific�codes�fromthe�vehicle�maker�to�re-activateonce�removed.

• are�difficult�to�remove�from�thedash.

Aftermarket�stereos�are�stolen�more�often�since�theydo�not�require�a�factory�code�to�enable�them.

Aftermarket�stereos�are�much�easierto�steal�compared�to�factory�parts�anddo�not�always�require�special�codes�to

reactivate.�They�are�also�easier�to�removefrom�the�dash,�as�they�are�not�secured�aswell�as�factory�equipment.�Most�can�beremoved�by�releasing�clips�inside�the�dashhousing.

Other�aftermarket�electronics�commonlystolen�include:

• speakers.• custom�TVs.

During�damage�analysis,�to�verify�that�thevehicle�was�indeed�equipped�with�certainelectronics,�there�are�steps�that�can�betaken�for�validation.�This�includes:

• checking�for�a�wiring�harness�thatwould�match�the�description�ofpart�that�was�stolen.

• asking�the�vehicle�owner�forreceipts,�an�owner’s�manual,�ororiginal�packaging�for�proof�ofownership.

• if�it�is�dealer-installed�equipment,verifying�with�the�dealershiprecords.

A�common�indication�that�a�navigationsystem�was�in�the�vehicle�is�the�presenceof�a�suction�cup�ring�on�the�windshield.The�downside�of�this�marking�is�thatit�also�is�a�clue�for�thieves�looking�todetermine�if�there�is�a�navigation�systeminside�the�vehicle.

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Wiring�may�provide�an�indication�that�a�vehicle�isequipped�with�an�aftermarket�stereo.

Other�items�that�can�be�used�to�verifythat�a�vehicle�was�equipped�withspecific�electronics�include�checking�forpermanent�installation�items�such�as:

• an�inline�fusible�link.• a�permanent�fixture�that�holds�thestereo.

• wiring�to�an�amplifier.• larger�gauge�speaker�wire.• part�specific�mounting�brackets,such�as�those�used�for�asubwoofer.

• aftermarket�brackets�attached�tothe�interior�of�the�car�or�holes�leftfrom�self-tapping�screws.

• evidence�of�an�adapter�platein�the�radio�opening.�It�is�alsorecommended�to�check�thevehicle�build�sheet,�if�it�isavailable,�to�see�what�optionswere�included�from�the�factory.

It�is�also�recommended�to�check�thevehicle�build�sheet,�if�it�is�available,�tosee�what�options�were�included�from�thefactory.

Refer�to�Module�2,�"Video:�Break-In�TheftDamage�Analysis"�in�the�presentation.Thisvideo�on�analyzing�vehicle�damage,missing�parts,�and�personal�propertyfollowing�a�break-in.

This�I-CAR�training�course�has�beendesign�to�identify�potential�indicators�offraud�and�the�issues�related�to�damageanalysis�that�may�warrant�additionalinvestigation.�I-CAR�is�not�in�the�positionto�recommend�how�situations�that�mightinvolve�an�element�of�fraud�should�behandled.�The�investigation�and�handlingof�these�situations�is�a�highly�sensitivematter,�and�one�which�must�respectthe�relationship,�rights,�and�obligationsthat�exist�between�an�insurer�and�itscustomers.�All�situations�that�involvepotential�indicators�of�fraud�and�relateddamages�should�be�handled�according�tothe�policies,�practices,�and�procedures�ofthe�insurance�company�involved.

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Vehicles�can�be�vandalized�by�the�owner�to�total�thevehicle.

Fraud�is�an�unfortunate�reality�ofthe�claims�industry.�There�is�a�smallpercentage�of�vehicle�owners�thatintentionally�vandalize�their�vehicle�inorder�to�receive�insurance�compensation.Industry�statistics�show�that�10%�of�allinsurance�industry�losses�are�related�tofraud.

Common�reasons�fraud�may�occurinclude�the�customer�is�looking�to:

• total�the�vehicle.• increase�repair�amounts.• receive�cash�to�cover�deductibles.

While�it�is�not�recommended�to�go�intoevery�claim�suspecting�fraud,�it�is�importto�be�able�to�identify�the�common�signs�offraud.�Some�of�these�signs�include:

• vague�or�inconsistent�detailsregarding�the�claim.

• physical�indications�not�consistentwith�the�claim.

Electronic�items�that�are�unplugged�may�be�anindication�of�fraud.

Inspection�items�that�may�raise�red�flagswith�regard�to�fraud�include:

• a�clean�vehicle.�Thieves�aretypically�not�worried�aboutcleanliness.

• items�that�are�unscrewed�fromtheir�mounting�with�the�screws�orbolts�on�the�floor.�Most�theft�itemsare�torn�out�with�little�regard�forappropriate�removal�methods�ormaking�sure�there�is�no�damage�toadjacent�parts.

• wires�that�are�unplugged.�In�mostsituations,�a�thief�will�cut�the�wiresas�it�takes�considerably�less�time.

It�is�important�to�note�that�these�aresimply�items�to�consider.�Fraud�is�adelicate�issue�that�must�be�handledfollowing�specific�company�policy.

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Total�Vehicle�Theft

This�vehicle�was�brought�to�an�area�where�it�wasdisassembled�for�parts,�then�dragged�to�a�remotespot�and�abandoned.

Instead�of�breaking�in�and�stealing�partsof�the�vehicle,�some�vehicles�are�stolenand:

• driven�somewhere�anddisassembled�for�parts.

• taken�for�joy�rides,�where�thievestake�the�vehicle�for�short�periodsof�time�and�than�abandon�it.These�types�of�theft�are�typicallyrecovered�within�30�days.

• often�driven�very�hard,�whichcan�cause�damage�to�the�brakes,motor,�or�transmission.

• stolen�for�personal�use.

Initial�inspection�requires�looking�over�the�entirevehicle,�not�just�obvious�areas�of�damage.

When�doing�an�initial�inspectionfollowing�a�theft�recovery,�it�is�importantto:

• look�for�vehicle�damage�beyondthe�obvious�areas�of�damage.

• determine�how�the�vehicle�wasentered�and�started.�If�equippedwith�an�alarm�system,�determinehow�the�system�was�bypassed.Check�for�cut�battery�cables,�asthis�could�be�an�indication�of�howthe�alarm�was�bypassed.�This�isalso�recommended�for�break-inthefts.

• look�for�missing�items�from�theinterior.

• verify�that�the�license�plates�arestill�on�the�vehicle.�License�platescan�be�stolen�and�reattached�toanother�vehicle�for�the�purpose�ofcommitting�crimes.

• make�sure�the�vehicle�registrationstickers�are�still�on�the�licenseplates.�These�can�be�taken�off�andreattached�to�another�plate.

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Fluid�levels�should�be�checked�during�damageanalysis�to�ensure�proper�levels�or�that�the�fluid�colorlooks�normal.

The�entire�vehicle�should�be�inspected�fordamage�including�checking�the:

• fluid�levels�such�as�coolant,�brakefluid,�power�steering�fluid,�etc.

• underbody,�looking�for�damagethat�may�have�occurred�fromriding�over�rough�terrain,�potholes,curbs,�etc.

• exhaust,�making�sure�there�is�nodamage�to�the�muffler,�catalyticconverter,�or�exhaust�pipes.

• suspension,�which�can�bedamaged�from�hard�driving�ordriving�on�rough�road�surfaces�athigh�speeds.

Damaged�door�handles�or�ignition�cylinders�areindications�that�the�vehicle�was�forcefully�accessedand�driven.

Gaining�vehicle�access�is�one�of�the�firststeps�in�stealing�a�vehicle.�The�commonmethods�include�accessing�lock�cylinderon�doors,�or�working�windows�downor�pushing�them�to�the�side�to�accessthe�vehicle�lock�mechanism.�Therefore,items�commonly�damaged�during�vehicleaccess�include:

• door�handles�and�areas�aroundthe�door�handles�that�can�becomescratched�from�pry�tools�such�asice�picks�and�screwdrivers.

• door�lock�cylinders.• broken�ignition�cylinders.• weatherstripping�and�beltmoldings.

• door�frames,�which�can�be�bentfrom�being�pulled�out�to�accessthe�door�locks.

• broken�window�regulator.Sometimes�thieves�will�push�thewindow�down�hard�and�snap�theretainer�clips�to�the�glass.

In�some�instances,�the�vehicle�may�bestolen�by�towing�the�vehicle�away.�Inthis�instance,�its�necessary�to�check�fordamage�at�jack�points�or�towing�points.Thieves�rarely�take�the�time�to�ensurethe�vehicle�is�properly�attached�beforehauling�it�away.

When�stealing�vehicles,�generally,�thethieves�prefer�to�keep�the�window�intactso�they�do�not�have�to�sit�on�the�glasswhile�driving.�Some�may�punch�out�thevent�window,�as�that�would�tend�to�fall�onthe�floor,�however,�this�missing�piece�ofglass�may�be�an�indication�to�police�thatthe�vehicle�was�stolen.

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During�joy�rides,�thieves�will�often�leave�a�lot�of�trashin�the�interior,�which�can�damage�the�upholstery�andcarpeting.

When�analyzing�a�theft�recovery,�commoninterior�damage�includes:

• cigarette�damage�such�as�burns�inthe�seat�or�carpeting,�and�cigarettesmoke�damage.

• cut�up�interior�parts�such�as�seats,trim,�and�the�headliner.

• human�waste.• garbage.• stains.• broken�arm�rests.

Rust�always�provides�the�best�indication�of�previousdamage.

As�with�traditional�collision�damage,�it�isimportant�to�differentiate�between�pre-existing�damage�and�damage�related�tothe�claim.�This�requires�looking�for�cluesto�previous�damage,�such�as:

• signs�of�age�(corrosion).• consistency�to�the�damage.�Forexample,�minor�damage�to�a�panelthat�is�not�adjacent�to�where�themajority�of�damage,�it�is�possiblethat�it�is�not�related�to�the�claim.However,�it�is�difficult�in�mostcases�to�say�for�sure.�Asking�theclaimant�is�generally�the�only�wayto�verify.

• checking�for�prior�claims.

Thieves�may�remove�VIN�labels�and�re-attach�themto�stolen�parts�or�simply�remove�them�so�the�part�isnot�traceable.

For�recovered�theft,�it�is�important�tocheck�the�VIN�plates�to�make�sure�thatthey�were�not:

• altered.• removed.

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To�verify�the�vehicle�has�the�properVIN:

• check�the�multiple�VIN�locationson�the�vehicle,�such�as�the�doorjamb�or�trunk�floor.

• make�sure�all�VIN�labels�have�thesame�number.

To�help�with�VIN�tracking,�thegovernment�developed�the�Motor�VehicleTheft�Law�Enforcement�Act.�This�act:

• requires�manufacturers�ofdesignated�high-theft�passengervehicle�lines�to�put�the�VIN�on�theengine,�the�transmission,�and�12major�body�parts�such�as�fenders,doors,�hoods,�etc.

• has�a�national�database�created�totrace�parts.

The�National�Insurance�Crime�Bureau(NICB)�is�a�source�that�can�be�used�toverify�VIN�number�authenticity.

When�writing�an�estimate,�check�the�dash�lamps�thatmay�indicate�problems�with�the�vehicle,�such�as�thisoil�pressure�lamp.

When�analyzing�the�drivetrain�followinga�theft�recovery,�check�for�signs�of�anabused�engine�(overheating).�This�mayinclude:

• a�low�engine�oil�level.• having�an�engine�oil�analysisperformed�to�make�sure�there�areno�metals�or�additives�present�inthe�oil.�Harsh�metals�can�lead�toengine�wear�problems.

• engine�knock.

The�clutch�or�transmission�should�bechecked�for�damage�that�can�occur�fromdropping�the�vehicle�into�reverse�at�higherspeeds.

For�a�thorough�damage�analysis,�theunderside�of�the�vehicle�should�bechecked�for�damage.�If�damage�issuspected,�a�lift�may�be�required�for�acloser�inspection.

If�brake�problems�are�suspected,�brake�rotors�maybe�checked�by�a�technician�for�possible�warpage.

Brake�abuse�is�also�very�common�withtheft�recovery.�Hard�driving,�brake�stands,fast�starts�and�quick�stops�can�lead�to:

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• worn�pads�and�warped�rotors�notconsistent�with�normal�use.

• pads�that�are�worn�to�the�rivets.

It�is�also�important�to�look�for�signs�ofexcessive�heat�on�the�pads�and�rotors.This�may�be�indicated�by�discolorationand�/�or�warping�of�the�rotor.

Driving�with�the�parking�brake�partiallyon�will�cause�rear�brake�overheating,but�no�indicators�of�damage�to�the�frontbrakes.�For�this�reason,�be�sure�to�inspectboth�front�and�rear�brake�systems.

Starting�the�vehicle�without�a�key�often�requiresbreaking�the�ignition�housing.

Steering�column�damage�occurs�fromthieves�trying�to�remove�the�lock�cylinder.Lock�cylinders�are�removed�from�thehousing�by:

• chiseling�out�the�cylinder.• using�a�special�tool�to�pull�out�thelock�cylinder.

A�screwdriver,�pliers,�or�other�custom�toolcan�then�be�used�to�turn�the�ignition�overand�start�the�vehicle.�This�damages�the

ignition�and�requires�the�steering�columnto�be�replaced�or�rebuilt.

Instrument�panels�may�be�stolen�on�vehicles�thatwere�stripped�for�parts.

When�analyzing�theft�recovery,�checkfor�damage�to�the�instrument�panel.�Thisincludes:

• damage�from�aftermarket�radioremoval.

• damage�from�vandalism,�such�ascuts,�tears,�stains,�etc.

• broken�plastic�on�the�instrumentcluster.

• fingerprint�powder�residue,�whichwill�need�to�be�removed.�This�maybe�located�throughout�the�vehicle.

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Check�the�wheels�for�signs�of�damage.�This�type�ofdamage�is�often�consistent�with�hard�driving.

When�analyzing�theft�recovery,�check�thetires�and�wheels�for:

• excessive�tire�wear.• tire�wear�spots.• gouges�or�wear�in�the�tiresidewall.

• scuffed,�dented,�or�gouged�wheels.• damaged�or�missing�hubcaps.

Also,�check�the�spare�tire�to�make�sure�itis�still�in�place.

Theft�And�Fraud

It�may�be�helpful�to�check�previous�claims�on�avehicle�when�estimating�damage.

Indications�of�possible�fraud�regardingvehicle�theft�include:

• multiple�accidents�with�norepair,�or�the�owner�has�multipledeductibles.

• signs�of�previous�damage.

One�method�that�may�be�used�todetermine�possible�fraud�is�to�look�atdigital�images�captured�from�a�previousestimate�and�compare�those�images�withthe�current�claim.

This�vehicle�had�the�door�lock�punched�out.�This�is�asign�that�the�vehicle�was�broken�into.

Other�indications�of�possible�fraudregarding�vehicle�theft�include�no�signs�offorced�entry.�Typically�there�is�a�brokenignition,�broken�lock�cylinder,�anddamaged�door�handle,�door�frame,�ordoor�glass.

However,�vehicle�jacking�always�remainsa�possibility,�and�with�that�type�of�crime,there�are�no�signs�of�forced�entry.�For�thisreason,�it�is�important�to�verify�the�vehiclecondition�with�the�claimant�testimony�andpolice�report.

Module�Wrap-Up

Topics�discussed�in�this�moduleincluded:

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• commonly�stolen�vehicles�andparts.

• the�difference�between�theft�andprior�damage.

• potential�fraud�indicators.• items�typically�damaged�on�stolenvehicles.

• identifying�damage�to�electronics,both�factory�installed�andaftermarket.

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Hail�Damage

Learning�objectives�for�this�moduleinclude:

• identifying�hail�damage.• determining�repair�options�for�haildamage.

• identifying�wind�damage.• determining�lightning�damageindicators�and�repair�issues.

• identifying�infestation�andanalyzing�potential�damage.

Weather-related�damage�that�can�damage�vehiclesinclude�lightning,�hail,�and�wind-blown�objects.

Types�of�weather-related�vehicle�damageinclude:

• hail.• wind.• lightning.

Floods�are�also�a�very�common�type�ofweather�related�damage.�However,�flooddamage�is�covered�in�a�separate�I-CARcourse.

Hail�often�damages�horizontal�panels�the�most.

When�identifying�hail�damage�comparedto�other�types�of�damage:

• hail�damage�looks�similar�to�doordings,�but�is�more�often�foundhigher�on�the�panel.

• hail�dents�generally�do�notdamage�below�the�crown�of�thepanel.�However,�this�is�not�a�hardrule.�Extreme�wind�can�drive�hailinto�all�areas�of�a�panel.�If�thisis�the�case,�the�hail�damage�isgenerally�only�on�one�side�of�thevehicle.�Also,�damage�may�beon�both�sides�of�the�vehicle�if�thedriver�makes�turns�into�the�windor�away�from�the�wind.

• hail�generally�does�not�chip�paint.It�will�be�a�smooth�dent�with�nobreaks�in�the�finish.

• if�hail�falls�on�the�panel�edges,such�as�the�front�of�the�roof�thatmeets�the�windshield,�the�paintfilm�may�crack.

If�panels�have�been�refinished,�it�ispossible�that�the�refinish�will�not�handlethe�hail�as�well�as�the�original�finish.This�depends�on�the�thickness�of�thecoatings.�A�high�film�thickness�may�result

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in�possible�chipping�of�the�paint�in�a�hailstorm.�For�this�reason,�it�may�be�necessaryto�measure�the�film�thickness�with�a�filmthickness�gauge�to�determine�if�the�panelwas�previously�repainted.

When�analyzing�hail�damage,�note�thatpanels�may�delay�the�appearance�of�haildamage�until�they�are�heated�by�the�sun.As�the�metal�expands,�hail�damage�maybecome�more�pronounced.

Some�hail-damaged�parts,�such�as�this�doorcladding,�are�often�replaced�rather�than�repaired.

The�determination�to�repair�or�replace�ahail-damaged�panel�is�based�on:

• the�percentage�of�damage�topanel.�If�a�panel�has�hundredsof�hail�dents,�panel�repair�maysimply�not�be�feasible�as�thedamage�is�too�extensive.�Theremay�also�be�a�concern�about�thedurability�of�the�repair.

• cost�of�repair�versus�replacing�thepanel.�Depending�on�the�vehiclemake�and�model,�even�a�panelwith�considerable�damage�may�bemore�cost�effective�to�repair�ratherthan�replace.

• ease�of�obtaining�the�part.�If�apanel�is�back�ordered�or�rare,repair�may�be�the�better�option.Since�parts�are�ordered�followingthe�estimate,�this�may�not�beimmediately�evident,�requiringa�change�to�be�made�to�theestimate.

• repairability�of�the�part.�Someparts,�such�as�trim�pieces,�aredifficult�to�repair,�or�repair�costeffectively.

• ease�of�panel�replacement.For�example,�replacing�a�hoodor�deck�lid,�which�are�bolt-on�parts,�is�much�easier�thanreplacing�a�welded�or�bondedroof�panel.�Replacing�a�roofgenerally�requires�replacing�andinstalling�the�windshield�andbackglass.�Depending�on�theflange�configuration,�it�may�alsorequire�drilling�out�the�top�portionof�the�B-pillar�or�sail�panel.�It�isrecommended�to�be�least�invasiveas�possible�during�the�repairprocess.

Glass�that�is�damaged�from�very�large�hail�maybe�replaced�before�body�repair�to�prevent�interiordamage�from�moisture.

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In�some�cases,�especially�where�therewas�a�large�hailstorm�that�damagedmany�vehicles,�repair�time�may�be�at�apremium,�requiring�the�customer�to�waitseveral�weeks�before�their�vehicle�canbe�repaired.�In�these�cases,�temporaryrepairs�may�be�made�to�make�the�vehicledriveable�while�waiting�for�scheduledrepairs.

Types�of�repairs�may�include�replacing:

• damaged�headlamps�or�tail�lampsfor�driveability.

• the�windshield�or�backglass�toprotect�the�interior�from�furtherwater�damage.

A�hammer�and�dolly�are�common�tools�used�tomake�conventional�repairs�to�damaged�metal.

Hail�dents�can�be�removed�throughconventional�dent�removal�techniquesusing:

• a�hammer�and�dolly.�Techniciansshould�be�careful�to�avoidstretching�the�metal�when�using�ahammer�and�dolly.

• heat�shrinking,�which�requiresheating�the�panel�and�quickcooling�to�contract�the�metal�andreduce�the�size�of�the�dent.

• stud�welding,�which�requireswelding�small�pins,�or�studs,�to�thepanel�and�gently�pulling�on�thepins�systematically�to�remove�thedent.

• body�filler�following�initialstraightening.�Technicians�shouldlimit�the�use�of�filler�as�it�mayshow�through�the�finish�followingvarious�heating�and�coolingperiods.

There�should�be�no�damage�to�the�vehicle�finish�fordents�to�be�a�candidate�for�PDR.

Another�method�of�panel�repair�for�haildamage�is�a�process�called�paintlessdent�repair�or�PDR.�PDR,�as�the�nameimplies,�does�not�require�panel�refinishingfollowing�the�repair.�This�process�removesthe�dent�leaving�the�finish�completelyintact.

Not�all�hail�damage�is�a�good�candidatefor�PDR.�Hail�on�panel�edges�that�crackedthe�finish�will�require�refinishing.�Doordings�or�other�types�of�damage�that�have

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resulted�in�a�chipped�finish�also�may�notqualify.�Additionally,�some�dents�mighthave�microcracking�in�the�finish.�Thiscondition�may�happen�on�finishes�thathave:

• a�thick�finish.�This�is�generallycommon�on�custom�finishes�orprevious�refinishes.

• been�exposed�to�exceedingly�largehail.

• an�aged�finish.

To�check�for�microcracks,�dye�penetrantmay�be�used.�Dye�penetrant�is�designedto�seep�into�small�cracks�to�highlight�thecrack.�Magnification�may�be�required�tobetter�see�any�cracks�in�the�finish.

Even�if�a�dent�has�marks,�PDR�techniquesstill�may�be�used�to�remove�the�dent,�eventhough�refinishing�is�required.�Using�PDRin�combination�with�conventional�repairsmay�allow�for�a�faster�and�less�invasiverepair�to�the�vehicle�in�addition�to�usingless�filler�and�less�primer.

The�upper�quarter�panel�on�this�SUV�has�a�dent�thatmay�not�be�a�good�candidate�for�PDR�since�it�is�tooclose�to�the�panel�edge.

When�determining�whether�or�not�a�dentmay�be�repaired�using�PDR,�it�is�importantto�consider�the:

• location�of�the�dent.�If�the�dent�isat�or�near�a�panel�edge,�it�may�notbe�repairable�due�to�access.

• shape�and�/�or�size�of�the�dent.Larger�dents�may�be�impractical.Some�PDR�specialists�state�thatrepairing�anything�larger�than�acredit�card�is�not�practical.

• access�to�the�panel�backside.�Thisis�required�for�the�paintless�dentrepair�process.

• reinforcements.�Reinforcementscan�block�access�to�the�backsideof�exterior�body�panels,�makingPDR�impractical.

Some�dent�removal�companies�publishcharts�that�show�where�PDR�can�andcannot�be�performed.

This�is�an�example�of�a�combination�repair�optionthat�uses�both�PDR�and�conventional�repair.�Thistype�of�repair�allows�blending�to�stay�within�thepanel.

Some�types�of�damage�may�allow�acombination�repair,�which�is�where�PDR

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is�used�along�with�conventional�repairmethods.�For�example,�on�one�panel:

• bigger�dents�may�be�repairedconventionally.

• smaller�dents�may�be�repairedwith�PDR.

This�type�of�repair�may�allow�blendingto�stay�within�a�panel�depending�on�theblend�location.

The�scratching�in�the�center�of�this�dent�makes�it�nota�good�candidate�for�PDR.

Pre-existing�panel�condition�is�also�takeninto�consideration�when�determiningpossible�PDR�options.�These�include:

• a�finish�that�is�scratched,�chalked,or�dull.�PDR�is�not�really�anadvantage�when�the�finish�isin�poor�condition.�However,it�may�be�useful�in�that�somefinishes�may�be�difficult�to�colormatch.�PDR�would�eliminate�thatproblem.

• previous�repairs.�If�there�is�bodyfiller�beneath�the�finish,�the�partcannot�be�repaired�using�PDR.Body�filler�will�crack�from�the

PDR�process.�Check�the�filmthickness�to�determine�previousrepair�or�additional�paint�coatings.Aside�from�thicker�coatings�froma�repair,�additional�coatings�maybe�added�for�custom�finishes.These�coatings�may�be�more�brittleand�tend�to�crack�from�the�PDRprocess.

• a�refinish�that�is�poor�quality.For�example,�if�the�vehicle�wasrestored�and�older�materials�wereused,�it�is�possible�the�finish�willcrack�during�the�dent�removalprocess.�Also,�if�there�are�factorydefects�in�the�finish,�such�aspoor�application,�PDR�would�notrestore�an�acceptable�appearanceto�the�hail-damaged�panel.

Tools�may�be�used�to�help�gauge�the�size�of�dentswhen�writing�estimates.

When�viewing�hail�damage�during�thedamage�analysis�inspection:

• indoor�inspection�provides�betterlight�for�identifying�dents.�Directsunlight�can�often�hide�smallerdents,�so�shade�is�necessary�to�getan�accurate�dent�count.

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• dark�colors�show�dents�betterthan�light�colors.�This�emphasizesthe�importance�of�using�theproper�lighting�during�the�analysisprocess.

• a�clean�vehicle�is�helpful�in�seeingall�the�dents.�A�light�layer�of�dustand�dirt�can�hide�smaller�dents,and�cause�an�inaccurate�count.

• look�for�the�smallest�dents�first,do�not�let�the�obvious�size�dentsdirect�your�perception.�This�maylead�to�missing�a�large�percentageof�damage.

A�water-soluble�marker�may�be�used�to�help�identifythe�quantity�and�location�of�hail�dents.

When�hail�damage�is�being�inspected:

• follow�a�systematic�order�to�ensureall�panels�are�inspected�and�anaccurate�dent�count�has�beenmade.

• use�water-soluble�markers�tohighlight�hail�dents�on�the�vehicle.Do�not�use�grease�pencils,�as�theymay�not�be�washed�off�adequately.It�is�also�possible�that�greasepencils�may�bake�onto�the�finish,damaging�the�clearcoat.

• it�is�helpful�to�view�each�panelfrom�multiple�directions.�Differentviewing�angles�provide�differentlighting�that�may�better�identifyhail�damage.

• using�a�squeegee�over�awetted�panel�can�help�identifydepressions�in�the�panel,�as�theywill�remain�filled�with�water.

A�flashlight�held�parallel�and�close�to�the�panel�canhelp�identify�hail�dent�locations.

When�hail�damage�is�being�inspected:

• reflection�is�key,�especially�fortaking�digital�images.�Using�astriped�or�checked�board�can�helphighlight�depressions�in�the�panelsurface.�This�only�works�on�a�glossfinish.

• lighting�can�help�highlight�dents.Lighting�angles�can�cast�shadowsinto�panel�depressions.�Sometechnicians�carry�a�small�LED�lightto�assist�during�inspection,�usingvarious�angles�to�see�the�dents.

• reference�tools�may�be�used�toidentify�dent�size.

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A�reference�tool�may�be�used�that�isspecially�designed�to�determine�hail�dentsize�for�damage�analysis�purposes.�Thistool�includes�various�sized�discs�thatare�designed�to�cover�the�entire�area�ofdamage.�The�disc�size�may�be�used�todetermine�repair�costs�when�compared�toa�specific�reference�chart�or�cost�matrix.These�discs�are�commonly�the�size�ofa�dime,�nickel,�quarter,�and�half�dollar.While�not�used�every�time�to�estimatedamage,�these�discs�may�be�used�whenstarting�out�to�identify�damage�size.

A�PDR�matrix�is�used�to�help�write�estimates�forpaintless�dent�repairs.

A�chart�has�been�created�by�severalinsurance�companies�and�PDRprofessionals�to�help�assist�in�determiningthe�cost�of�PDR�relative�to:

• damage�location.• dent�quantity.• dent�size.

The�chart�is�broken�into�seven�differentcategories,�from�“very�light”�to�the�“limit”which�is�the�maximum�amount�of�dentsthat�are�addressed.�The�chart�is�alsocategorized�by�damage�location.

Refer�to�"Demonstration:�PDR�Matrix"for�an�example�of�a�PDR�matrix�that�iscommonly�used�in�the�field�to�estimatehail�damage.

If�a�hood�is�being�repaired,�hood�insulation�removalmay�be�added�to�a�PDR�estimate.

Items�that�may�be�added�to�the�PDRestimate�include:

• part�removal.�To�access�thebackside�of�the�dents,�parts�mayrequire�removal.

• airbag�deactivation.�Some�sideairbags�are�located�along�the�roofrail,�which�may�limit�access�to�theroof�panel�or�roof�rail.

• sheet�metal�design.�Some�designsmake�it�more�difficult�to�accessthe�backside�of�hail�dents�and

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can�increase�the�amount�of�timerequired�for�the�repair.

• corrosion�protection�for�the�panelbackside.

• damage�that�exceeds�the�halfdollar�size.

• roof�repairs�for�certain�vehicles,such�as�minivans,�SUVs,�andextended�cab�pickup�trucks.

The�tail�lamp�mounting�area�is�a�common�locationused�to�access�the�backside�of�the�quarter�panel.

To�access�the�backside�of�panels,�there�area�number�of�access�holes�in�the�vehiclestructure�that�can�be�used.�Some�of�theseinclude:

• headlamp�(fender)�and�tail�lamp(quarter�panel)�assembly�mountingareas.

• A-pillar,�at�the�leading�edge�of�thefront�door�(fender�area).

• under�the�hood�with�the�insulationremoved.

• factory�plug�holes.

Other�parts�that�may�require�removalinclude:

• interior�trim.• window�regulators.

Note�that�there�are�airbag�sensorscontained�in�some�doors.�This�mayrequire�airbag�deactivation�beforeperforming�PDR�work.

Headliner�sound�insulation�may�require�removal�ifthe�roof�is�being�repaired�using�PDR.

The�roof�panel�also�requires�adjacentparts�to�be�removed�to�access�the�panelbackside.�This�may�require�removal�ofthe:

• hatch,�luggage�rack,�and�sunroof.• headliner.

Personal�SafetyIf�doing�PDR�on�a�roof�rail,�note�that�somevehicle�designs�have�side�curtain�airbagsin�this�area.�For�this�reason,�some�vehiclemakers�may�require�disabling�the�airbagsystem�before�removing�the�headlinerassembly.

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Access�holes�should�NOT�be�drilled�for�PDR.

Some�limitations�or�considerations�forPDR�repair�include:

• do�not�drill�access�holes.�Ifholes�must�be�cut�to�access�thepanel�backside,�PDR�is�not�anacceptable�option.�Adding�holesto�a�structural�part�can�alter�thestructural�integrity�of�the�vehicle,creating�collapse�zones�wherenone�were�intended.

• no�foams�should�be�removed.It�would�be�difficult�to�reinstallfoams�in�many�situations.

• other�parts�should�not�be�damagedduring�the�dent�removal�process.An�example�of�this�may�includeelongating�an�access�hole�byplacing�pressure�on�it�during�thedent�removal�process.

• the�finish�may�be�damaged�duringdent�removal.

Aluminum�hail�dents�are�generally�shallower�thanthe�same�dents�in�steel.

Aluminum�PDR�is�slightly�differentwhen�compared�to�steel.�Some�notabledifferences�include�aluminum:

• dents�are�shallower�than�steeldents,�as�they�resist�impacts�betterthan�steel.

• panels�may�have�less�damagecompared�to�steel�because�of�thehigher�impact�resistance.�So�it�ispossible�that�on�the�same�vehicle,an�aluminum�hood�will�have�lessdamage�compared�to�the�steelroof.

• has�less�metal�memory�than�steel.

Heat�may�be�used�to�soften�aluminum�panels�beforePDR�is�performed.

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When�working�with�aluminum�panels:

• PDR�requires�different�repairtechniques.

• some�PDR�technicians�mayheat�the�panel�to�make�metalmore�malleable.�The�commontemperature�range�includes�66-�93°C�(150�–�200°F).�Heatingequipment�includes�an�ultravioletlight�or�propane�torch.�If�heatinga�panel,�consider�what�is�behindthe�panel�so�as�not�to�damage�anyadhesive�or�foam.�Overheatingcan�damage�paint,�eliminating�thebenefit�of�PDR�and�requiring�amore�conventional�repair.

• aluminum�work�hardens�quickerthan�steel.�This�can�causeproblems�during�the�removalprocess.�The�more�a�dent�isworked�with�the�dent�removaltools,�the�less�likely�the�dent�willbe�completely�removed.

• more�time�may�be�requiredto�PDR�aluminum�if�the�spotbecomes�work�hardened.

Anti-corrosion�compound�is�applied�to�the�PDRlocation�to�repair�any�scratches�that�may�have�beencreated.

During�the�PDR�process,�it�is�possiblethat�the�corrosion�protection�materialson�the�backside�of�the�panel�may�beremoved�from�the�repeated�scratching�ofthe�dent�tool�tips,�even�though�the�tipsmay�be�protected�with�plastic.�Therefore,corrosion�protection�must�be�restored�toensure�the�durability�of�the�repair.

This�is�recommended�for�most�PDRrepairs,�as�it�is�difficult�to�see�if�thecorrosion�protection�was�removed.�It�issafer�to�assume�that�the�finish�has�beenscratched�and�apply�corrosion�protectionto�the�panel�backside.

Corrosion�protection�to�the�backside�istypically�done�by�applying�anti-corrosioncompound.

Following�PDR�repairs,�it�may�benecessary�to�check�for�microcrackingafter�the�dent�removal.�Any�damage�tothe�coating�will�require�the�area�to�berefinished. 

General�Motors�has�a�published�position�on�the�useof�paintless�dent�repair.

Many�vehicle�makers�approve�of�the�useof�PDR�to�repair.�Others�do�not�have�a

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specific�statement�about�PDR.�Those�thatdo�include:��

• General�Motors.�GM’s�position�onpaintless�dent�repair�is�explainedin�TSB�number�99-08-51-001A.

• Toyota.�Toyota�has�publisheda�Collision�Repair�InformationBulletin�(CRIB)�#146,�that�providesToyota’s�position�on�PDR�andrecommendations�for�its�use.

• Chrysler.

Most�vehicle�makers�allow�PDR,�but�donot�have�a�formalized�position�statementon�when�and�how�PDR�should�beperformed.

Refer�to�Module�3,�"Video:�Paintless�DentRepair"�in�the�presentation.�This�videodiscusses�tools�and�techniques�used�toperform�paintless�dent�repair.

Glass�that�is�damaged�from�hail�is�not�repairable.The�damage�pulverizes�the�glass�at�the�point�ofimpact,�making�repair�impossible.

When�analyzing�glass�damage:

• hail�size�is�directly�related�todamage.�Hail�storm�damage,unless�severe,�generally�does�notdamage�laminated�glass.

• hail�does�not�create�repairabledamage�such�as�a�bull’s�eye,starbreak,�or�crack.�Large�hailtypically�results�in�a�smash-typedamage�that�is�not�repairable.

• pit�marks�are�often�caused�byevery�day�driving,�not�hail.

Convertible�tops�that�are�older�or�damaged�byultraviolet�rays�are�more�susceptible�to�hail�damage.

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Convertible�tops�are�also�susceptible�tohail�damage.�Depending�on�the�size�of�thehail�stones,�damage�may�include:

• rips.• tears.• puncture.

Possible�convertible�top�repair�optionsinclude:

• sewing�seams.• replacing�fabric.• repair�or�replacing�the�frame.• replacing�the�back�window.

The�older�the�top,�the�more�damage�thatmay�occur.�This�is�due�to�degradation�ofthe�fabric�that�can�occur�over�time�fromweather�and�UV�exposure.

Hail�fraud�is�often�made�using�a�golf�ball�and�a�sock,however,�this�combination�leaves�a�residue�and�animprint�behind.

With�regard�to�hail,�common�fraudindicators�include:

• rounder�dents�common�with�a�golfball�or�ball�peen�hammer.

• residue�from�material�such�as�asock�embedded�into�the�finish.

Compared�to�these,�natural�hail:

• has�a�slightly�steeper�dent�with�nocreases.

• dents�do�not�have�paint�transferor�scratches,�usually�a�consistentsize,�but�that�can�vary.

It�is�also�recommended�to�verify�that�ahail�storm�actually�occurred.

Look�for�inconsistency�with�hail�damage.�Generally,there�is�not�a�pattern�to�hail�damage.

Other�fraud�indicators�include:

• damage�on�all�panels�and�sides.Often,�hail�damage�is�directional,meaning�that�it�is�typically�onupper�panels�(hood,�roof,�decklids)�and�side�panels�on�one�sideof�the�vehicle.

• dents�to�metal�panels�but�not�onchrome�or�belt�moldings.

• an�even�dent�pattern.�Hail�fallson�random�points�of�the�vehicle.There�is�no�specific�pattern�to�haildamage.�Specific�patterns�may�bean�indication�that�the�damage�isnot�hail�related.

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The�Insurance�Service�Office�(ISO)�providesbackground�information�for�specific�vehicles.

Fraud�may�be�difficult�to�prove,�evenwhen�suspected.�One�tool�used�to�helpdetermine�if�there�have�been�previousclaims�on�a�vehicle�includes�checkingInsurance�Service�Office�(ISO)�reports.Prior�damage�is�not�covered�under�newpolicies.

The�ISO:

• is�a�data�collector.• services�the�insurance�industryspecifically.

• has�a�portion�of�the�businessdevoted�to�auto�claimsinformation.

• needs�information�about�the�claimand�zip�code�and�/�or�VIN�toretrieve�the�required�data.

• can�find�the�size,�cause,�andamount�of�a�previous�loss.

Wind�Damage

Falling�trees�are�common�sources�of�wind-relateddamage.

High�winds�can�cause�vehicle�damage.While�the�wind�does�not�cause�thedamage�itself,�it�commonly�occurs�fromfalling�objects,�such�as:

• tree�limbs.• home�roofing�materials.• miscellaneous�flying�debris,essentially�anything�that�can�fallor�become�a�projectile�from�highwinds.

Wind�damage�is�often�directional,�similarto�hail�damage.

The�roof�panel�on�this�vehicle�was�crushed�due�tofalling�storm�debris.

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Common�methods�of�repair�from�wind-related�damage�include:

• structural�repairs,�dependingon�the�extent�of�damage.�Forexample,�a�tree�falling�ona�vehicle�can�damage�theupperbody�structure�where�theA-pillar,�B-pillar,�or�upper�railmay�require�straightening�orreplacement.

• dents�and�dings�in�the�panels,which�may�allow�PDR�orconventional�dent�removaltechniques.��

• refinishing.• suspension�repair�that�may�occurfrom�heavy�objects�falling�on�avehicle.

Wind-blown�sand�has�scarred�the�headlamp�lens�onthis�vehicle.

Another�type�of�damage�that�is�morecommon�in�the�desert�regions�is�wind-blown�sand.�Blowing�sand�can�create�asandblasted-type�damage�on�a�vehiclethat�can�affect�the:

• finish,�which�can�etch�/�scratch�theclearcoat�if�not�deeper.

• trim.• chrome.• headlamps• wheels.

Some�storms�have�been�known�to�damagethe�windshield.�Sand�storm�damage�cancause�sand�to�blow�through�the�crankcasebreather�tube�into�the�oil�crank�case.Generally,�damage�cannot�simply�berepaired�by�applying�clearcoat.�Mosttimes,�the�finish�must�be�sanded�andreapplied.

Lightning

Lightning�strikes�on�a�vehicle,�though�uncommon,can�occur.

Lightning�is�essentially�a�large�sparkof�electricity�that�can�reach�over�eightkilometers�(five�miles)�in�length,�raisethe�temperature�of�the�air�by�as�muchas�27,700°C�(50,000°F),�and�contains�ahundred�million�electrical�volts.�Thesestrikes,�many�of�which�go�cloud�toground,�occur�about�22�million�times�peryear�in�the�United�States.

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There�are�also�approximately�246�millionregistered�vehicles�in�the�United�States.The�odds�of�a�lightning�bolt�striking�avehicle�or�striking�near�a�vehicle�aregood,�but�a�rarity�to�witness.

 Lightning�causes�damage�in�one�of�twomethods,�including:

• a�direct�strike.• electromagnetic�induction�(EMI).

A�direct�lightning�strike�to�a�vehicle�isdifficult�to�determine.�Generally,�there�areno�large�areas�of�damage�that�occur�tothe�vehicle�structure.�Often�the�damageshows�up�as�a�small�puncture�in�themetal.

A�lightning�strike�near�a�vehiclemay�cause�damage�in�the�form�ofelectromagnetic�induction�or�EMI.�EMIcan�travel�hundreds�of�feet�and�causedamage�to�automotive�electronics.

Lightning�generally�strikes�the�higher�points�of�avehicle.

For�direct�strikes�to�the�vehicle,�note�thatlightning:

• strikes�the�highest�points�on�avehicle.�This�is�generally�the�roofor�antenna.

• may�cause�the�antenna�to�burn,melt,�and�/�or�bend.

• may�cause�the�antenna�mountinglocation�to�show�signs�of�burningor�melting.

A�direct�lightning�strike�can�blow�a�hole�into�theouter�sheet�metal�of�a�vehicle.

Other�signs�of�direct�damage�include:

• pitting�or�burning�on�the�metal.• shattering�of�tempered�glass.

In�some�cases,�the�lightning�may�pass�orblast�through�the�exterior�plastic�panel�toreach�the�metal�beneath.

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Checking�vehicle�malfunctioning�indicator�lamps�isrecommended�to�determine�if�there�is�damage�to�thevehicle�electronics.

Lightning�strikes�may�also�occur�nearby�avehicle.�In�these�cases:

• there�is�no�apparent�physicaldamage�to�the�vehicle.

• damage�occurs�to�the�vehicleelectronics.

• low�voltage�systems�are�mostprone�to�damage.

Lightning�can�cause�damage�to�internal�electronics,such�as�this�burned�control�module.

When�analyzing�damage�to�a�vehiclewith�possible�lightning�damage,�it�isrecommended�to:

• verify�a�thunderstorm�occurred.This�can�be�done�by�checkingrecent�local�weather�reports.�Thisis�done�to�ensure�it�was�a�potentiallighting�strike�damage,�and�notsome�other�type�of�damage�thatmay�have�affected�the�vehiclesystems.

• verify�damage�to�electrical�ormechanical�parts�by�turningthe�vehicle�on�and�checking�formalfunction�indicator�lights.�Insome�cases,�the�vehicle�may�notrun�due�to�extensive�damage�tothe�electronic�systems.

• determine�if�there�is�damage�tomore�than�one�system.�This�willmost�likely�be�the�case.�Lightningusually�affects�more�than�onesystem.�It�is�rare�for�only�onesystem�to�be�affected�by�EMI.

• check�for�evidence�of�burning,carbonization,�or�charring�oncircuit�boards,�wire�connectors,�orfuse�box.

If�lightning�strike�damage�is�suspected,�check�thefuse�box�for�open�fuses.

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Other�items�to�check�during�a�lightningstrike�damage�analysis�includedetermining�if:

• several�fuses�opened�at�once.• multiple�claims�were�made�forvehicles�parked�nearby.

Repair�options�may�require�starting�with�replacingthe�main�control�modules�and�working�down�tosmaller�sub-systems.

During�the�repair�process,�techniciansmay:

• have�to�start�by�replacing�themain�control�modules,�such�asthe�powertrain�control�module�/engine�control�module�(PCM�/ECM).�This�may�be�necessary�tojust�get�the�vehicle�running.

• have�to�work�down�to�smaller�sub-systems,�essentially�working�fromthe�top�down.

• call�a�factory�representativeto�determine�what�should�berepaired�first�after�a�lightningstrike.

Damage�cannot�be�determined�throughvisual�inspection�alone,�which�makesdamage�analysis�very�difficult.�It�could�bejust�a�few�systems�that�were�affected�bythe�strike,�or�multiple�systems�requiringreplacement�of�multiple�control�modules.Vehicles�are�equipped�with�dozensof�computers�that�control�even�moreelectronic�systems.�Until�the�techniciangets�into�full�diagnostics,�it�is�impossibleto�know�the�extent�of�damage.�Justbecause�a�vehicle�has�been�repaired�andoperating�properly�does�not�ensure�along-lasting�repair.�Parts�can�be�partiallydamaged�from�a�lightning�strike,�andfail�at�a�later�time,�even�after�repairshave�been�made�and�delivered�to�thecustomer.

Infestation

Underhood�areas�are�a�common�place�forinfestation.

Infestation�can�cause�serious�damage�to�avehicle.

Common�intruders�include:

• mice.• squirrels.• rabbits.

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Common�infestation�problems�include:

• electrical�issues�with�varioussystems,�commonly�caused�bychewing�through�wiring�harnessinsulation,�and�nesting�in�fuseboxes.

• nesting�in�heating,�ventilation,�andair�conditioning�ducts.�This�canblock�ducts,�leading�to�heatingand�cooling�problems.

• nesting�in�the�enginecompartment.

Infestation�is�more�common�in�vehiclesthat�have�not�been�used�for�a�periodof�time.�Common�types�include�RVs,or�collector�vehicles�that�have�been�instorage.�It�is�also�more�common�in�ruralareas�compared�to�more�urban�areas.

Check�hole�plugs�to�ensure�rodents�have�not�createdentryways�into�the�passenger�compartment.

Underhood�may�be�indication�of�furtherinfestation.�Items�damaged�may�includechewed:

• hoses.• underhood�insulation.

Also,�the�interior�should�be�inspected�todetermine�if�there�is�infestation�damageto�the�seats,�carpeting,�headliner,�etc.Also,�insulator�areas,�or�hole�plugs�shouldbe�checked.�Essentially,�rodents�arelooking�to�gain�access.�Anywhere�thereis�a�possible�access�point�covered�by�arubber�grommet�or�plug�could�potentiallybe�eaten�away�so�the�rodent�has�access�tothe�interior.

When�inspecting�a�vehicle�for�infestation,all�accessible�cavities�should�be�checked,including�the�trunk.�If�necessary,�aborescope�may�be�used�to�see�insidepanels�or�inside�HVAC�ducts�withoutdisassembly.�If�nests�or�remnants�arefound,�the�parts�can�be�disassembled�forproper�cleaning.

Cleaning�up�underhood�infestation�generally�requiresremoving�the�nest�and�using�an�all-purpose�cleaningsolution�to�disinfect�the�area.

Cleaning�up�infestation�debris�can�be�assimple�as�removing�a�nest�from�an�enginecompartment�to�calling�in�a�specialistwho�deals�specifically�with�cleaningbiohazardous�materials.�It�is�important�todetermine�when�specialists�are�required.Often�if�the�infestation�includes�theinterior�or�ductwork�of�the�vehicle,

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professional�cleaners�are�recommended.They�will�be�properly�equipped�to�dealwith�potential�biohazards�that�accompanyinfestation.

With�mice,�one�of�the�larger�risksincludes�exposure�to�the�“hantavirus.”The�hantavirus�is�a�deadly�disease�thatis�carried�by�small�rodents�such�asdeer�mice,�cotton�rat,�and�the�white-footed�mouse.�While�not�particularlycommon,�this�is�a�health�risk�that�must�beconsidered�when�treating�infestation.

Common�removal�techniques�include:

• removing�the�nest.• vacuuming�up�the�residue.�Donot�blow�the�material�out�of�theaffected�area.

• using�a�recommended�cleaningsolution�(allpurpose�cleaner,bleach�solution,�etc.)�to�wipedown�the�area.

Other�infestation�health�hazards�includeexposure�to�disease�prone�parasites,�suchas�fleas�and�ticks,�which�often�accompanyrodents�such�as�mice�and�rabbits.

For�more�information�on�infestationhealth�concerns,�reference�the�Centerfor�Infectious�Diseases�(CDC)�web�site�atthe�following�web�link: www.cdc.gov.Some�repair�facilities�may�create�a�listof�standard�operating�procedures�(SOPs)for�working�with�this�type�of�hazardousmaterial.�The�SOP�should�outline�howthe�facility�cleans�the�infected�areas�and

personal�protection�equipment�that�isused�by�the�cleaning�personnel.

Module�Wrap-Up

Topics�discussed�in�this�moduleincluded:

• hail�damage.• repair�options�for�hail�damage.• wind�damage.• lightning�damage�indicators�andrepair�issues.

• infestation�and�potential�damage.

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