Independent Glass Association - Don't Get Steered

IGA INDUSTRY PARTNERS 2024

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	Status	Issue	Network	Insurance Company	Reported By	Narrative
101324-FD3	10/13/2024	10/14/2024 (SGC) - I appreciate you bringing this to our attention and Appalachian is correct, our system approved the $350 in error. So, we will honor the submitted invoice and I will make sure a supplemental invoice in the amount of $50 is processed. I have also responded to their email to inform them as well. 10/14/2024 (IGA) - The shop is requestion immediate payment of the missing difference which is $50.00.	Short Payment - $50.00	SGC Network	USAA	Appalachian Auto Glass	This invoice had the pre-approved calibration amount of $350 adjusted to $300 during processing.
101324-E6T	10/13/2024	10/14/2024 (SGC) - We will get this one taken care of as well and paid with the previous one. 10/14/2024 (IGA) - The shop is requestion immediate payment of the missing difference plus tax.	Short Payment - $11.70	SGC Network	Kentucky Farm Bureau Insurance	Appalachian Auto Glass	Short pay in the amount of $11.70. Fast Cure kit reduced by $10 during processing. Tax incorrectly adjusted to $78.00 should be 79.70
100924-U7T	10/9/2024	10/10/2024 (SGC) - We have been informed that there are not exceptions for anyone “in network”, including Safelite. Liberty Mutual is under a different Account Manager than GEICO, so let us confirm this with him. We'll let you know what we find out. 10/9/2024 (IGA) - MinneGlass has reached out to the IGA regarding an issue with a dispatch that has retriggered another inspection. The shop is requesting an explanation of why things are back to an inspection process and why a 3rd party call with the inspection company is not allowed. Also, this shop has some belief that if they are “in network”, there is no need for the “pre-approval” process, which I am guessing they are referring to pre-inspection? Based on the email exchange we have with regards to the inspection process by certain carriers, I did not see an exception for “in network” shops or did I miss something?	Other/Inspection	SGC Network	SAFECO Insurance	MinneGlass	Called SafeCo/ Safelite solutions to file a claim with insured. Insured said replacement. Once customer said MinneGlass would be the service provider they automatically say it has been selected for pre-approval process and photos will need to be submitted. I also know for a fact that the pre-approval process is only selected if you are not "in-network" with that insurance provider (Liberty Mutual, SafeCo, Geico and USAA). Customer submits photos in the link the 3rd party company sends. They then send me the approval. Windshield is replaced next morning. SafeCo/ Safelite Solutions switch the claim to a repair after windshield has been replaced. Call SafeCo/ Safelite Solutions and they switch it back to a replacement and somehow it gets selected for pre-approval process again, weird. I then call the 3rd party preapproval company to explain that pictures cannot be submitted as it has already been replaced. They say they have to talk with insured so I bring him on and they say they will not talk to the customer with me on the line. Extreme steering. Insurance agent is contacting 3rd party approval.
100824-H5R	10/8/2024	10/9/2024 - (SGC) - We do not see that Safelite has been paid by Allstate, but also do not have any information as to why. I’ll escalate this to my contact there and see what we can do to get this pushed through and paid. 10/8/2024 (IGA) - The shop is requesting for the late payment of $993.86 to be paid immediately, see the attached invoice.	Late Payment - $993.86	SGC Network	Allstate Insurance	Windshields Direct LLC	sent and accepted on 5/3/24 SENT EMAIL TO SHOPCARE ON 6/5 BECAUSE CLAIM SAYS BILLED AND ACCEPTED NO RESPONSE. FAXED 614-210-9504 ON 7/2 SAID BILLED STILL NO RESPONSE OR PAYMENT-DE. ”
100824-J97	10/8/2024	10/8/2024 (IGA) - Received dispatch from shop. Shop used the incorrect NAGS list price. There is no pricing issue and this was a shop error. 10/8/2024 (IGA) - Awaiting additional information from shop. - When did you receive the job assignment and can you provide a copy oi that please.	Pricing	LYNX Services	TENNESSEE FARM BUREAU	Rainbow Auto Glass	Received job assignment with 40% off NAGS. NAGS price is $273.04 - 40% = $163.82. Received a price discrepancy email stating the amount per ins co is $161.36 with a difference of $2.46
100824-LBK	10/8/2024	10/10/2024 (SGC) - That’s a great question, let me follow up with our Account Manager to see if he has more information and/or would direct you to speak with Shane. 10/9/2024 (IGA) - Thank you for looking into this. While I understand how the program works, what doesn’t make sense is that two (2) inspections for the same job/loss would occur or am I missing something here. In this case, the original dispatch for the Safelite location to replace the door glass would have been subject the “thresholds and criteria”; therefore, dispatching another inspection makes no sense at all. Does the GEICO and/or other insurance company inspections programs not have a mechanism for this? I appreciate the continued dialogue on this and I am wondering if I should be working with Shane over at GEICO to get his attention to modifying the inspection program for these instances? 10/9/2024 (SGC) - According to our VP Account Manager for GEICO and here is his response: “Safelite Solutions processes claims at the instruction of the insurance carriers. GEICO has implemented an inspection program administered by GEICO that Safelite Solutions executes on behalf of their Glass program. All shops are subject to the same thresholds and criteria that is outlined by GEICO for the purpose of their Inspection program. This also applies to Liberty Mutual/Safeco and USAA as well.” So, unfortunately there is no way anyone can be exempt from this, including Safelite AutoGlass. The best/only way to expedite getting the referrals is to make the Policyholder aware and have them promptly follow the instructions provided by the Insurance Carrier. 10/8/2024 (IGA) - The shop is requesting an explanation of why jobs that were previously schedule for Safelite, and obviously had no inspection requirement to perform the job, trigger an inspection for their shop. Since the insured has already been inconvenienced and delayed in the repair of their vehicle, it does not make sense for the inspection to occur under these circumstances. We look forward to your reply on the subject.	Other/Inspection	SGC Network	GEICO	Glass Express, Inc.	Customer came to us after Safelite showed up with the wrong part for her shattered door glass. She came into our shop for us to assist her with switching her shop of choice. The call was placed 10/8/22 at 1:47pm for a duration of 8 min and 49sec. SGC confirmed she had a $0 deductible then she was selected for a random inspection and the insured confirmed on the call there was no inspection with safelite. They also, after confirming her coverage, told the customer that she ran the risk of not being covered if she had the work done before the inspection was completed.
100724-88U	10/7/2024	10/7/2024 (SGC) -We will reach out to the Insurance Client and request a funds release. 10/7/2024 (IGA) - The shop is requesting for the late payment to be paid immediately.	Late Payment - $508.17	SGC Network	International Insurance Br	Dearco Glass & Paint	This is a semi that has a split windshield and we replaced both windshields. We have not received payment and on our Safelite Solutions account it has not been rejected but also was not accepted for payment. I attached a copy of the document that is shown online with the referral. I have inquired with pricingapproval@safelite.com but never heard anything back..
100724-WT4	10/7/2024	10/14/2024 (IGA) - In order to seek authorization for services and pricing, this must be done prior to servicing the vehicle. With that being said, Progressive Insurance has policy mandates with regards to what they will reimburse an insure for automotive glass repair, replacement, and calibration services. Any amount or difference is up to the insured to pay out of pocket. Since their written policy states these limits, Progressive is legally not obligated to pay the difference above their published approved policy rates. While the Independent Glass Association does not agree with or understand how Progressive Insurance can arrive at a “one size fits all” fair market rate, the insurance company is within their right to establish rates in their policy that is binded with the insured. We urge you to contact your department of insurance commissioner using the contact information 10/7/2024 (IGA) - Awaiting addition information from shop: did you receive prior authorization for the calibration service as a sublet? Have they already paid you the program rate of $300?	Short Payment - $340.00	SGC Network	Progressive	Santos Garage Inc	10/10/2024 - (SHOP) Good afternoon :) Yes, they paid U$300 already Is not usual to ask for authorization for the recalibration once we already receive at the Invoice from Safelite the information that the car requires calibration, so it is supposed to be a paid service Is there anything we could do in this case? 10/7/2024 (SHOP) I'm having some issues to receive the full price of a recalibration service that I made for a 2019 Toyota Highlander This service cost me U$491,1 and Safelite through Progressive says that they can only pay to my shop U$300 Is there anything that your support could do for my shop?
100424-JG6	10/4/2024	10/7/2024 (IGA) - The shop is requesting for the short payment plus any applicable tax to be paid immediately.	Short Pay - $150.00	SGC Network	Not Reported	Goin Glass, LLC	Safelite paid short paid in the amount of $150 for sublet recalibration. POP was provided multiple times and had pre-approval.
100424-RR3	10/4/2024	10/7/2027 (IGA) - The shop is requesting for the short payment plus any applicable tax to be paid immediately.	Short Pay - $245.00	SGC Network	Progressive	Goin Glass, LLC	Safelite short paid in the amount of $245 for sublet recalibration. POP was provided multiple times and had pre-approval.

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