View this article online: https://www.claimsjournal.com/news/national/2012/10/19/215802.htm

HSG Adopts Code of Conduct in Response to Unscrupulous Auto Glass Retailers

Recent headlines about auto glass retailers involved in arrests, insurance fraud and other unethical activities may cause concern among insurance carriers, but HSG’s ProGlass Alliance has proactively adopted a “Code of Conduct” that requires independent auto glass retailers in its network to meet the industry’s highest standards for operations, customer service and business practices when performing windshield repairs and replacements.

“The auto glass industry has a wide spectrum of providers, but the best in the industry are committed to a strong code of ethics – as demonstrated by this elite group of providers’ willingness to commit to stringent standards,” said Paul Gross, CEO of HSG.

ProGlass Alliance members agree to the Code of Conduct, which includes:

Operations:

• Adhere to the Auto Glass Safety Council’s standards for the replacement of auto glass.

• Maintain a high quality workforce by requiring drug testing, background checks and past employment record reviews.

• Provide continuing education on auto glass installation and auto glass sealant use to stay abreast of current trends, issues and innovations.

Customer Service:

• Provide each customer a receipt and warranty for work performed.

• Assure customer confidentiality in the course of providing their services.

• Equip managers with the needed services and information to provide high-value solutions for problems and complaints.

• Actively seek customer satisfaction feedback.

Business Practices:

• Uphold highest standards of integrity by dealing openly and honestly with customers, third party administrators and insurance carriers.

• Offer unbiased, fair services that are free from conflicts of interest to or from suppliers, third party administrators or insurers.

HSG is an auto glass TPA that focuses on value creation for insurance companies by delivering proven expertise that only an unbiased advocate can provide. The company started ProGlass Alliance last year to help independent glass retailers come together around their common challenges and strengthen their value offering to the insurance industry.

Source: HSG