HELLO I OWN AND OPERATE A HONEST, FULL SERVICE GLASS SHOP.. I STRONGLY URGE CUSTOMERS TO REPAIR INSTEAD OF REPLACE,WHEN POSSIBLE.. IT IS BETTER FOR THE CAR, ENVIRONMENT ETC.. IT IS BETTER TO FIX IT WETHER YOU PAY CASH OR GO THROUGH INSURANCE.. IT MAY NOT BE IN YOUR LINE OF SIGHT OR CAUSE A GLARE BIT IT WILL EVENTUALLY…. BETTER TO SPEND A LITTLE TO SAVE A FEW HUNDRED.. ALSO A UNREPAIRED WINDSHIELS IS WEAK IN STRUCTURAL STRENGTH.. WINDSHIELDS ARE DESIGNED TO GIVE STRENGTH AND HELP THE CAR FROM CRUSHING IN THE EVENT OF AN ACCIDENT OR ROLLOVER.. SO IF A WINDSHIELD NEEDS REPLACING I HIGHLY RECOMEND IT, IF IT NEEDS REPAIR AND IT CAN BE DONE FOLLOWING THR NGA-NATIONAL GLASS ASSOCIATION GUDLINES I REPAIR IT.. FOR SAFETY !!!!!
The following comments are the opinion of ‘Dan Fisher’ and do not necessarily reflect the views and/or opinions of this website or any of its affiliates or subscribers, the insurance industry or any other glass shop owner or employee.
I don’t particularly feel sorry for the insurance industry in relation to auto glass insurance fraud. I feel that the insurance industry fat cats, who are not in touch with what really constitutes being someone’s ‘agent’, are responsible for the tremendous rise in auto body and auto glass claims fraud. When I started in this business in 1976 there was no such thing as ‘networks’ or ‘TPA’s. Our company had a one on one relationship with nearly every insurance agent in 26 counties in southeastern North Carolina. These agents were allowed to care for their insured’s needs from within their own office without the restrictive handcuffing that today’s so called agents are forced to deal with. If an insured had a broken windshield, that person did what was expected. He called his insurance agent, and was able to trust his agent to send a qualified and reputable company to replace that windshield. The glass shop would send an invoice to the agent’s office, and the agent would remit payment to the glass shop. Now our world has evolved into the mess that it is today. The poor insured calls his agent, who in turn is forced to refer the agent to a TPA, who in turn sends whoever offers the cheapest price, regardless of that company’s installer’s experience. An insured is more often than not, likely to get an installer who has a year or less experience in replacing windshields. Certification certificates and merit badges do not a qualified installer make. Insurance agents of old were able to choose the services of a proven professional. A shop with whom he had a relationship and was able to trust. Not today. Agents, or should I say premium collectors, have little say in the care of these people who pay their premiums and believe that the agent can help them in time of need. Insurance fraud? Yes, but it is self inflicted. The insurance industry burries its head in the sand when it comes right down to it. They punish all the honest shops by browbeating us into profitless discounts, while ignoring the real problem, which is that insted of fighting the fraud where it exists, they want to fix it by insisting that we are all crooks and that they should be in charge of the pricing. Can you say “fox in the hen house”?
yes, by all means call the agent, so you can be given the Safelite “Network” number to process your claim. They will steer you to their replacement shops or will let you believe that the shop you requested will be sent your information and instead they show up to do the job. Again, I work at a glass shop and this does happen. We have shown up to do a job and Safelite is already there and the insured is unaware. We’ve had insureds call us and say what time will you be here on such and such day. When we have not received any dispatch. Or they are told that we are not a preferred shop and they may have to pay for any cost above what they feel is fair and reasonable.
As a shop, we don’t even install Safelite glass. One because they are a competitor all the way around. But mainly because their product is not good. It doesn’t always fit correctly. And our installers just cringe when they get to a job and it has been replaced by Safelite, because 99.9% of the time, it was installed improperly. Cash customers should also be aware. Cheaper is not always better!!
Once again, everyone, I would like to remind you that insurance is a for profit business. Insurance isn’t a charity like everyone wants to think it is. Just because we’re making a profit doesn’t mean we owe anyone anything. If you want, go to a non-profit insurance company, but don’t expect the same service.
We all need to make a profit, that’s the only way to stay in business. But that doesn’t give anyone the right to bill for services not rendered. If you do a windshield repair, bill for a repair not a replacement. If you replace a windshield on a mercedes with a ppg or lof part, don’t bill for a dealer part. That’s the point of the caution.
The National Glass Association (NGA) is extremely disappointed with the misleading picture this article paints of thousands of responsible, ethical auto glass service providers in this country.
The NGA condemns any and all forms of fraud – insurance or otherwise. We feel confident our judicial system can and will render justice. However, justice is clearly lacking in Mr. Ashbridge’s article. By definition, auto glass service companies exist to perform auto glass service. They are not “subcontractors”. If there are problems with subcontractors or other third party claims administrators, call them what they are. They are not glass companies.
It is equally distressing to think consumers may be misled or confused into believing they could be implicated in a fraudulent ‘scam’ by consulting with reputable “glass companies” that really are “glass companies”. If, as he maintains, Mr. Ashbridge is most concerned “that driving with a cracked or broken windshield puts both driver and passengers at risk” than he needs to reassess his priorities. Even if “glass fraud…is probably present in as many as 10 percent of claims filed,” that definitely leaves over 90% of his readers wondering if their damaged windshield claim is legitimate.
The recommendation that policyholders consult with their agent before pursuing a claim for damaged auto glass is questionable at best. Twenty years ago local agents knew and referred their customers to several reputable, high quality and competitively priced auto glass service providers. Today, local agents are expected – even required – to send policyholders to a distant third party (subcontractor) for service. Ironic, isn’t it? There seems to be a double standard involving subcontractors.
That irony has not been wasted on state legislatures. Virtually every state has enacted laws to protect the consumer’s right to free choice when selecting their own auto service provider. The catalyst for these consumer protection measures is the pressure some insurance companies exert on policyholders to choose the least costly service provider. Cheap is not consistent with the quality of materials and craftsmanship required when installing automotive safety-related parts. Cheap is also not a justification to circumvent Federal law that prohibits ‘steering’ of customers to a particular service provider.
The last thing the NGA wishes to do is to trivialize Mr. Ashbridge’s concern for fraud. That is precisely why the NGA, its members and allied organizations have invested 20 years in developing training, certification, business accreditation, installation standards and practitioner licensure programs to help consumers identify the true professionals in the auto glass service industry.
The NGA calls upon its insurance customers to join with the NGA to educate all consumers on auto glass safety and to explain how responsible, ethical auto glass service providers can be identified.
I have studied my statement (“I would like to hear the NGA’s opinion on anti-steering legislation in states where law also allows insurance companies to require their insureds to call my direct competitor for the purpose of filing their claims.”) and will stand by it. To me it is clear. Allow, referring to what the law allows. Require, referring specifically to NW insurance and others who require their insureds to call Safelite Auto Glass in order to file an auto glass claim.
Mr. Cyr references ‘steering’ in his post. I would like to hear the NGA’s opinion on anti-steering legislation in states where law also allows insurance companies to require their insureds to call my direct competitor for the purpose of filing their claims. I defy anyone to justify this practice as not steering.
The National Glass Association abides by and respects the laws of the land. If a practice is illegal, it is illegal until and unless that law is changed. There is really nothing more that can be said.
I am, however, confused by the way Dan phrased his question. Using “to require” and “to allow” in the same sentence seems contradictory. Maybe I have misunderstood. If so, I’m sorry.
How can calling a third party administrator, one that owns glass shops, not be steering? As soon as the call is made, one of the first things the customer hears is, “Thank you for calling ________ Insurance, administered by Safelite Auto Glass”. The customer is hit right away with their name. It’s darn near subliminal. As far as scams, if a customer feels they are saving money, they don’t care. If the job looks good and doesn’t leak, they’re happy. We have two companies in the Raleigh area that are waving deds., and rest assured, neither would touch my vehicle. I’ve gone behind enough of their work to know better. Just like a bad intersection, nothing will probably be done until someone is either hurt or killed because of poor workmanship, cheap parts, and/or cheap adhesives.
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HELLO I OWN AND OPERATE A HONEST, FULL SERVICE GLASS SHOP.. I STRONGLY URGE CUSTOMERS TO REPAIR INSTEAD OF REPLACE,WHEN POSSIBLE.. IT IS BETTER FOR THE CAR, ENVIRONMENT ETC.. IT IS BETTER TO FIX IT WETHER YOU PAY CASH OR GO THROUGH INSURANCE.. IT MAY NOT BE IN YOUR LINE OF SIGHT OR CAUSE A GLARE BIT IT WILL EVENTUALLY…. BETTER TO SPEND A LITTLE TO SAVE A FEW HUNDRED.. ALSO A UNREPAIRED WINDSHIELS IS WEAK IN STRUCTURAL STRENGTH.. WINDSHIELDS ARE DESIGNED TO GIVE STRENGTH AND HELP THE CAR FROM CRUSHING IN THE EVENT OF AN ACCIDENT OR ROLLOVER.. SO IF A WINDSHIELD NEEDS REPLACING I HIGHLY RECOMEND IT, IF IT NEEDS REPAIR AND IT CAN BE DONE FOLLOWING THR NGA-NATIONAL GLASS ASSOCIATION GUDLINES I REPAIR IT.. FOR SAFETY !!!!!
The following comments are the opinion of ‘Dan Fisher’ and do not necessarily reflect the views and/or opinions of this website or any of its affiliates or subscribers, the insurance industry or any other glass shop owner or employee.
I don’t particularly feel sorry for the insurance industry in relation to auto glass insurance fraud. I feel that the insurance industry fat cats, who are not in touch with what really constitutes being someone’s ‘agent’, are responsible for the tremendous rise in auto body and auto glass claims fraud. When I started in this business in 1976 there was no such thing as ‘networks’ or ‘TPA’s. Our company had a one on one relationship with nearly every insurance agent in 26 counties in southeastern North Carolina. These agents were allowed to care for their insured’s needs from within their own office without the restrictive handcuffing that today’s so called agents are forced to deal with. If an insured had a broken windshield, that person did what was expected. He called his insurance agent, and was able to trust his agent to send a qualified and reputable company to replace that windshield. The glass shop would send an invoice to the agent’s office, and the agent would remit payment to the glass shop. Now our world has evolved into the mess that it is today. The poor insured calls his agent, who in turn is forced to refer the agent to a TPA, who in turn sends whoever offers the cheapest price, regardless of that company’s installer’s experience. An insured is more often than not, likely to get an installer who has a year or less experience in replacing windshields. Certification certificates and merit badges do not a qualified installer make. Insurance agents of old were able to choose the services of a proven professional. A shop with whom he had a relationship and was able to trust. Not today. Agents, or should I say premium collectors, have little say in the care of these people who pay their premiums and believe that the agent can help them in time of need. Insurance fraud? Yes, but it is self inflicted. The insurance industry burries its head in the sand when it comes right down to it. They punish all the honest shops by browbeating us into profitless discounts, while ignoring the real problem, which is that insted of fighting the fraud where it exists, they want to fix it by insisting that we are all crooks and that they should be in charge of the pricing. Can you say “fox in the hen house”?
yes, by all means call the agent, so you can be given the Safelite “Network” number to process your claim. They will steer you to their replacement shops or will let you believe that the shop you requested will be sent your information and instead they show up to do the job. Again, I work at a glass shop and this does happen. We have shown up to do a job and Safelite is already there and the insured is unaware. We’ve had insureds call us and say what time will you be here on such and such day. When we have not received any dispatch. Or they are told that we are not a preferred shop and they may have to pay for any cost above what they feel is fair and reasonable.
As a shop, we don’t even install Safelite glass. One because they are a competitor all the way around. But mainly because their product is not good. It doesn’t always fit correctly. And our installers just cringe when they get to a job and it has been replaced by Safelite, because 99.9% of the time, it was installed improperly. Cash customers should also be aware. Cheaper is not always better!!
Once again, everyone, I would like to remind you that insurance is a for profit business. Insurance isn’t a charity like everyone wants to think it is. Just because we’re making a profit doesn’t mean we owe anyone anything. If you want, go to a non-profit insurance company, but don’t expect the same service.
We all need to make a profit, that’s the only way to stay in business. But that doesn’t give anyone the right to bill for services not rendered. If you do a windshield repair, bill for a repair not a replacement. If you replace a windshield on a mercedes with a ppg or lof part, don’t bill for a dealer part. That’s the point of the caution.
The National Glass Association (NGA) is extremely disappointed with the misleading picture this article paints of thousands of responsible, ethical auto glass service providers in this country.
The NGA condemns any and all forms of fraud – insurance or otherwise. We feel confident our judicial system can and will render justice. However, justice is clearly lacking in Mr. Ashbridge’s article. By definition, auto glass service companies exist to perform auto glass service. They are not “subcontractors”. If there are problems with subcontractors or other third party claims administrators, call them what they are. They are not glass companies.
It is equally distressing to think consumers may be misled or confused into believing they could be implicated in a fraudulent ‘scam’ by consulting with reputable “glass companies” that really are “glass companies”. If, as he maintains, Mr. Ashbridge is most concerned “that driving with a cracked or broken windshield puts both driver and passengers at risk” than he needs to reassess his priorities. Even if “glass fraud…is probably present in as many as 10 percent of claims filed,” that definitely leaves over 90% of his readers wondering if their damaged windshield claim is legitimate.
The recommendation that policyholders consult with their agent before pursuing a claim for damaged auto glass is questionable at best. Twenty years ago local agents knew and referred their customers to several reputable, high quality and competitively priced auto glass service providers. Today, local agents are expected – even required – to send policyholders to a distant third party (subcontractor) for service. Ironic, isn’t it? There seems to be a double standard involving subcontractors.
That irony has not been wasted on state legislatures. Virtually every state has enacted laws to protect the consumer’s right to free choice when selecting their own auto service provider. The catalyst for these consumer protection measures is the pressure some insurance companies exert on policyholders to choose the least costly service provider. Cheap is not consistent with the quality of materials and craftsmanship required when installing automotive safety-related parts. Cheap is also not a justification to circumvent Federal law that prohibits ‘steering’ of customers to a particular service provider.
The last thing the NGA wishes to do is to trivialize Mr. Ashbridge’s concern for fraud. That is precisely why the NGA, its members and allied organizations have invested 20 years in developing training, certification, business accreditation, installation standards and practitioner licensure programs to help consumers identify the true professionals in the auto glass service industry.
The NGA calls upon its insurance customers to join with the NGA to educate all consumers on auto glass safety and to explain how responsible, ethical auto glass service providers can be identified.
I have studied my statement (“I would like to hear the NGA’s opinion on anti-steering legislation in states where law also allows insurance companies to require their insureds to call my direct competitor for the purpose of filing their claims.”) and will stand by it. To me it is clear. Allow, referring to what the law allows. Require, referring specifically to NW insurance and others who require their insureds to call Safelite Auto Glass in order to file an auto glass claim.
Mr. Cyr references ‘steering’ in his post. I would like to hear the NGA’s opinion on anti-steering legislation in states where law also allows insurance companies to require their insureds to call my direct competitor for the purpose of filing their claims. I defy anyone to justify this practice as not steering.
The National Glass Association abides by and respects the laws of the land. If a practice is illegal, it is illegal until and unless that law is changed. There is really nothing more that can be said.
I am, however, confused by the way Dan phrased his question. Using “to require” and “to allow” in the same sentence seems contradictory. Maybe I have misunderstood. If so, I’m sorry.
How can calling a third party administrator, one that owns glass shops, not be steering? As soon as the call is made, one of the first things the customer hears is, “Thank you for calling ________ Insurance, administered by Safelite Auto Glass”. The customer is hit right away with their name. It’s darn near subliminal. As far as scams, if a customer feels they are saving money, they don’t care. If the job looks good and doesn’t leak, they’re happy. We have two companies in the Raleigh area that are waving deds., and rest assured, neither would touch my vehicle. I’ve gone behind enough of their work to know better. Just like a bad intersection, nothing will probably be done until someone is either hurt or killed because of poor workmanship, cheap parts, and/or cheap adhesives.