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The Independent Glass Association (IGA) is a community of people - independent glass shops, industry representatives, educators and technicians - committed to safety and proper repair or replacement. Through education, knowledge sharing, advocacy, community building and outreach, we strive to advance the automotive glass repair and replacement industry and, in the process, to demonstrate and celebrate the power of quality service to positively change people's lives.

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Don't Get Steered Incident Reports
Below are the Don't Get Steered Incident Reports as provided by Independent Glass Shops. If you would like any additional information on any incident report, please email info@iga.org and include the Incident Report ID.

Incident ID Date Reported Date Resolved Status Issue Amt Recovered Network Insurance Company Reported By IGA Member? Narrative
030525-EE2 3/4/2025 ---
3/5/2025 (IGA) - There is no legal or otherwise reasonable position for this shop to not be allowed to get claim approval. They are under no obligation to be part of an insurance or third-party administrator program. Please see to it that all shops regardless of their program affiliation be granted the ability to receive claim authorization without discrimination. Your company has an obligation to adhere to Massachusetts state law, to which we have attached for your reference.
Authorization/Steering   Driven Claims Arbella Insurance Santos Garage, Inc.
Since Arbella started to work with Driven Claims for glass claims we have been facing big issues with them. They asked for my shop information again, once I've been working with Arbella for years and they already had everything. We sent all they asked but they keep telling the customers that call them that my shop is not authorized to work with glass replacement and they ask my customers to call to other glass shop (Auto Glass Now). DrivenClaims is swaying customers to Auto Glass Now. Santos Garage has been into vehicles glass replacement over 20 years and DrivenClaims is the only company that we have been facing problems with. I hope this stops, we have the glass shop license and authorization to work with vehicles glass replacement, something needs to be done about this. I hope to hear back as soon as possible.
030525-IG5 3/4/2025 3/9/2025
3/5/2025 (IGA) - After reviewing the shop report, we request the short-payment amount be made immediately as the shop complied with the dispatch received.
Short Payment - $562.63 $562.63 SGC Network Farmers Insurance Noble Glass Inc.
Safelite / Farmers short pay on an agreed upon price. very slow to remedy
030525-F4R 3/4/2025 ---
3/5/2025 (IGA) - After reviewing the shop report, we request the short-payment amount be made immediately as the shop complied with the dispatch received.
Short Payment - $20.00   LYNX Services AMER NAT PROP & CAS Kirkwood Auto Glass Inc ✓
They short paid me a $30 fee, instead of the normal $10 fee. Therefore they owe me $20.
030525-D2Q 3/3/2025 ---
3/5/2025 (IGA) - The shop had a valid agreement with the insured to provide the necessary service. It has come to our attention that Safelite Solutions and/or their direct affiliates have interfered with this agreement, despite Michigan state law prohibiting such interference. The insured did not initiate any request to change service providers, and based on the facts available, Safelite has engaged in conduct that directly violates the agreement in place. As a result of this improper interference, we demand that 100% of the authorized claim amount be paid directly to the shop without further delay.

3/9/2025 (SGC) - We have requested the calls be pulled by our Quality Assurance Team. We'll let you know once we have the details.
Steering - $307.33   SGC Network Auto Club Group of MI WESTSIDER AUTO GLASS REPLACEMENT AND REPAIR
2012 Honda Pilot Windshield replacement scheduled today for replacement, appointment made on 2/27/25 customer, called this morning asked what the total price would of been gave her price and said the deductible would be the only thing she needed, being A $250 deductible she was fine with no longer and a hour and a half before scheduled job cancellation came across email and fax, customer stated that they found someone in network to do job which said agent mentioned that safelite offer incentives for your work

3/11/2025 (IGA) - We have been reviewing your report and have received communication from SGC Network that their quality assurance team is pulling all calls and will get back to me.
030525-G43 3/1/2025 3/9/2025
3/5/2025 (IGA) - After reviewing the shop report, we request the short-payment amount be made immediately as the shop complied with the dispatch received.

3/9/2025 (SGC) - This has been processed.
Short Payment - $75.00 $75.00 SGC Network Erie Insurance Appalachian Auto Glass ✓
This invoice had the pre approved calibration improperly adjusted during processing. Request supplemental payment in the amount of $75.00.
030525-B5E 2/28/2025 3/9/2025
3/5/2025 (IGA) - After reviewing the shop report, we request the short-payment amount be made immediately as the shop complied with the dispatch received.

3/9/2025 (SGC) - This has been processed.
Short Payment - $73.52 $73.52 SGC Network Progressive Budget Glass, Inc.
Received payment that was $73.52 short. SGC stated it was adjusted to agreed program pricing. Sent email with the original referral and invoice that matched that pricing. .
030525-TJ4 2/28/2025 ---
3/5/2025 (IGA) - Per the attached Honda OEM Position Statement, aftermarket glass and non-OEM components are not allowed for vehicles equipped with Advanced Driver Assistance Systems (ADAS). The manufacturer explicitly states that the use of non-OEM windshields, side glass, and grille components can result in system malfunctions, improper calibration, or complete failure of critical safety features, including: • Adaptive Cruise Control (ACC) • Collision Mitigation Braking System (CMBS) • Forward Collision Warning (FCW) • Lane Keeping Assist System (LKAS) • Road Departure Mitigation (RDM) • Head-Up Display (HUD) projection accuracy Since these systems must function as designed to ensure vehicle safety, only OEM glass and components are acceptable for repairs. Any deviation from manufacturer specifications can lead to liability concerns and potential safety risks. We request immediate authorization for OEM parts in accordance with the attached position statement. Please confirm approval at your earliest convenience. Let us know if you need further clarification.

3/9/2025 (SGC) - Safelite Solutions is providing direction based on GEICO’s established guidelines. We will reach out to our contact there to see if they will approve. We'll let you know when we hear back from them.
OEM/Calibration Issue   SGC Network GEICO Regal Glass Services LLC
Because of the year of this vehicle, we know, because of experience, that the aftermarket windshield won't calibrate and we are going to use an OE glass. This is what we submitted to the insurance: Hello, Because of the age of this vehicle, it has been our experience that aftermarket windshields always cause the recalibration to fail. Per the manufacturer, it requires, for this year model, for an OE glass. We are requesting, which our client's policy covers, an OE glass for the proper replacement and recalibration to get this back to factory standard. We also need to ensure that the labor reflects this is a 2 man job, because of the type of recalibration that is required. This job is time sensitive and is being performed on Thursday, 2/27/25. Please respond quickly. This was the response that we received today: Hello, Per our guidelines, without a known defect on the NAGS part, your shop will need to attempt a NAGS install to confirm the recalibration failed. If there are issues with the NAGS install, please notify us and we will review claim for possible approval on OEM glass and a supplemental payment for the difference between the NAGS and OEM Glass. Thank you Please help us
030525-9FT 2/28/2025 3/9/2025
3/5/2025 (IGA) - After reviewing the shop report, we request the short-payment amount be made immediately as the shop complied with the dispatch received.

3/9/2025 (SGC) - This has been processed.
Short Payment - $102.17 $102.17 SGC Network SAFECO INSURANCE Budget Glass, Inc.
Received payment short $102.17, stating that it was paid to agreed program pricing. Emailed SGC with copy of original referral and invoice that matched that pricing. Was told that it had been sent to Research department.
030525-KL2 2/28/2025 ---
3/5/2025 (IGA) - As stated in the attached Honda OEM Position Statement, aftermarket glass and non-OEM components are not allowed for vehicles equipped with Advanced Driver Assistance Systems (ADAS). The manufacturer explicitly warns that non-OEM windshields, side glass, and grille components will result in improper calibration, malfunction, or complete failure of critical safety features, including but not limited to: • Adaptive Cruise Control (ACC) • Collision Mitigation Braking System (CMBS) • Forward Collision Warning (FCW) • Lane Keeping Assist System (LKAS) • Road Departure Mitigation (RDM) • Head-Up Display (HUD) projection accuracy Because the insurance company initially denied approval for OEM parts, the shop was forced to install an aftermarket component at the carrier’s direction. This part has now been removed, and an OEM replacement is required per the manufacturer’s position statement. Immediate Actions Required: 1. Approval and payment for the OEM part installation as required by Honda’s specifications. 2. Full reimbursement to the shop for the prior installation of the aftermarket part, as the insurer refused to abide by OEM guidelines upon initial request. Failure to follow OEM repair procedures not only jeopardizes vehicle safety but also introduces liability concerns. We expect prompt resolution to this matter to avoid further delays or complications. Please confirm the OEM part approval and reimbursement authorization immediately.
OEM/Calibration Issue   LYNX Services State Farm Insurance Kirkwood Auto Glass Inc. ✓
Replaced with Aftermarket because they had been denying our requests for OEM on newer Hondas. Recalibration failed. Called 2/26/25originally spoke with Shenietta and she said I needed the DOT# from the glass in order to get approval from the letter they sent us. I didn't have the letter on hand so hung up with her found the letter and called back & Rhonda Johnson gave me preliminary approval for the OEM glass. Per their letter dated 2/21/25, "The recalibration failure report will serve as the (POP)" which I uploaded to the POP site. They rejected because of insufficient documentation. At that time I only had a quote for the glass because I was waiting on approval from them, so hadn't ordered it and didn't upload it. This is ridiculous the hoops we have to jump through to do our job well for the customer.
030525-JHW 2/25/2025 ---
3/5/2025 (IGA) - The shop is requesting immediate authorization for OEM windshield glass replacement as required by Subaru’s official guidelines for vehicles equipped with the EyeSight Driver Assist Technology. Per Subaru’s official position statement (attached), aftermarket windshields are not permitted for vehicles with EyeSight due to the following critical issues: • Distortion of aftermarket glass may prevent the correct measurement of objects, leading to improper or incorrect EyeSight operation. • Aftermarket glass may block the stereo camera’s visibility, rendering EyeSight ineffective. • Calibration of the EyeSight system requires Subaru genuine windshield glass to ensure proper function. • Subaru does not cover damages resulting from aftermarket parts under its warranty or Subaru Added Security (SAS) agreements. Subaru explicitly states that only Subaru genuine windshield glass must be used, and failure to follow these guidelines could compromise the vehicle’s safety and structural integrity. To maintain compliance with manufacturer standards and liability protections, the shop cannot proceed with an aftermarket installation. Please confirm immediate authorization for OEM glass replacement to avoid delays in repair and ensure the vehicle's ADAS features function correctly. If you require further information, feel free to reach out.
OEOEM/Calibration Issue   LYNX Services State Farm Insurance Superior Windshield Repair
We requested OEM for this customer as they requested since they had an issue with a previous aftermarket glass. It was approved. We realized that the wrong part number was requested during the EDI process after job was complete. We requested a change to the part number. This approval was denied. Owner called Lynx to resolve on 2/25/25 at 9:25am. Lynx stated that they will only approve NAGS price now, and the customer must pay difference. Again, this is after the original was approved at full price. Lynx wants us to call the customer and tell them they must pay $1000.00 after the job has been completed and originally approved. Owner asked to speak to someone like a supervisor or manager. The lynx rep said thanks for calling lynx and hung up the phone. These calls are supposedly recorded so they will have a record. How is this treatment OK? We have screen shots of all approvals as well if needed.
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