Independent Glass Association - Don't Get Steered

IGA INDUSTRY PARTNERS 2025

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	Network	Insurance Company	Reported By	IGA Member?	Narrative
041725-ER3	4/17/2025	---	4/17/2025 (IGA) - After reviewing the shop report, we request the short-payment amount be made immediately .	Short Payment - $43.50	SGC Network	Farmers Insurance	COX GLASS LLC	✓	SHORT PAY OF 43.50 WAS PRE APPROVED TWO MAN SET
04172025-ED3	4/17/2025	---		Steering	SGC Network	USAA	The Windshield Guys	✓	When contacting Safelite the customer was selected for a pre approval process to submit photos before his claim was approved. The customer has a lifted truck and this made it extremely difficult to submit the photos. He told me that next time it might’ve been easier to just use Safelite so he doesn’t have to submit the photos. This is why this is another form of Steering by Safelite because they are making it difficult for the customer to file a claim and make them aware that when they chose Safelite they are the preferred provider so they don’t have to follow the same guidelines.
041725-OU1	4/17/2025	---	4/17/2025 (IGA) - After reviewing the shop report, we request the late-payment amount be made immediately that is approaching 90 days past due .	Late Payment - $806.63	SGC Network		Robbs Glass	✓	late payment. invoice was accepted on safelite's site on 2/10/25. emailed and received the following response on 4/14/25. We appreciate your patience and apologize for the delay. We are working to get the invoice processed for the shop. Please allow more time for this to be received. Regards, Micah Brown\|ShopCare CSR 7400 Safelite Way\|Columbus, OH 43235 Shopcare@sgcnetwork.com
041725-HW2	4/17/2025	---	04/17/2025 (IGA) - After reviewing the shop report, we request the short-payment amount be made immediately .	Short Payment - $423.67	SGC Network	Westfield	The Windshield Guys	✓	The work order came across with a $0 off discount. I invoiced the work order correctly and Safelite changed the pricing on the invoice after the job was completed and invoiced. The price of the windshield was changed from $833.55 to $409.88 for a discount of $423.67. I sent them multiple emails in regards to the discount and wasn’t able to get them to change it, so I had to call Westfield directly to help resolve the issue. Once I got Westfield involved Safelite changed there tune and said they were experiencing a system issue that they were resolving. I did eventually get the short payment from Safelite but had to spend all this extra time to recover the funds that were owed to me and did not get any compensation for my extra time. I feel like this is just another game that Safelite plays with the independent glass shops in hopes that they don’t try to recoup the money and to also make it more difficult to stay in business.
041725-TV6	4/17/2025	---		Steering	SGC Network	AMERICAN FAMILY INSURANCE	The Windshield Guys	✓	The customer filed a claim online and was directed to safelite for an appointment. They did not require the customer to provide damage of the windshield. The customer called me because of my great reviews and that he did not want to use Safelite. It was after 8pm, so we called American Family this morning at 8:32 am. The CSR “CJ” switched over the claim and made sure to tell the customer The Windshield Guys was not a network shop and would not stand behind there warranty. He then proceeded to inform the customer that his claim had been preselected for a pre approval process and he would have to send in pictures before it was approved. I asked CJ why he didn’t have to do that when the claim was originally assigned to Safelite and told him that was Steering. CJ became upset and told us we would have to take this up with American Family because Safelite is there preferred vendor so they don’t have to follow the same process. The customer was already upset that they steered him to Safelite originally and now was even more upset that they were making him do this. CJ became what seemed like upset and was extremely rude to myself and the Customer. The customer had requested to speak to his supervisor, so he put us on hold for an extended period of time and we eventually just hung up. The customer has requested to file a grievance in regards to steering and poor treatment. The customer forwarded me the original claim from Safelite and also the text message showing he was selected for the pre approval process.
041725-WSQ	4/17/2025	---	4/17/2025 (IGA) - After reviewing the shop report, we request the late-payment amount be made immediately .	Late Payment - $2,214.23	QUEST	Auto Owners Insurance	Appalachian Auto Glass	✓	Failed to properly process claim resulting in late payment. Supposedly it was fixed but wanted to report for data collection. I see where the original invoice and supporting documents were received in March. The invoice has two pages, and the data entry team missed the second page. This means the invoice never got entered. I'm so sorry about that. I've entered the invoice now and will make sure it's included in tomorrow's audit to Auto-Owners for release of funds. Please note we cannot control how long it takes Auto-Owners to release the funds, but it is generally within 10-14 days.
041625-NF3	4/16/2025	---		Steering Issue	SGC Network	Allstate Insurance	Glass Express Inc	✓	Customer came to us because he originally went to safelite and they told him they could not perform the install due to preexisting codes in his system. When we offered to assist him with having his claim switched to our shop he informed us that his agent told him that he had to just go to safelite and pay a deductible and they would take care of the insurance. We let him know that we had to do a conference call with his provider to have it switched. We started the call roughly between 11:45am on 4/16/25. On the call the customer service representative informed the customer that his adas system wouldn't function properly without recalibration and that they would be sending him a link to schedule to appointment for a recalibration with a qualified specialist. We received the referral at 12:02pm and then ended the call with Safelite solutions. We informed the customer after the call that the link provided is not from our shop and that we will be performing the install as it looks like his codes are just history codes. Customer was very frustrated with his experience.
041625-D21	4/16/2025	---	4/17/2025 (IGA) - After reviewing the shop report, we request the short-payment amount be made immediately .	Short Payment - $447.33	SGC Netword	AAA Glass Claims (ACE)	Nor shore Auto Glass	✓	We have a bill for $994.45, but were only paid $547.12. We are still owed $447.33.
041525-H7W	4/15/2025	---	4/17/2025 (IGA) - As this is a direct bill issue and it is over 1 year old, we do not have access to the insurance claim systems of Liberty Mutual Insurance. At best, we can file a complaint with the VP Claims and see what they have to say. There is no guarantee we can obtain any assistance; however, we will do our best. PLEASE NOTE: The IGA generally does not accept incidents that are over 1 year old.	Short Payment - $308.54	Direct Bill	Liberty Mutual Insurance	BEST GLASS, INC	✓	This was being billed direct to liberty mutual and when we spoke to adjuster, she authorized a dealer w/s as this was a loaner vehicle. Invoice was shorted by $308.54. They stated that they were paying NAGS and not dealer. Per dealer loaner agreement it has to be a dealer item and the vehicle was a 2023.
041125-RP9	4/11/2025	---		Steering Issue	SGC Network	AMERICAN FAMILY INSURANCE	Abra Auto Glass		Issue is with the setup process thru the Am Fam app. The very first page suggests you pick safelite as the top option when filing a claim based on verbiage meant to deter a person from choosing another shop. Image is from setting up a chip repair for a customer directly from their site.
041025-VQ2	4/10/2025	---	4/17/2025 (IGA) - After reviewing the shop report, we request the late-payment amount be made immediately .	Late Payment - $1552.61	SGC Network	SAFECO INSURANCE	5 Star Auto Glass	✓	i did a kia optima that was first set up for a chip repair. The chip was too large to be repaired. I have sent pictures to both safelite and safeco insurance. Got permission from Safeco to replace the windshield did the job the very next morning. after everything was finshed safeco wouldnt pay the bill for the work that has already been done. Talked to Safelite solutions and a supervisor and they both stated that i would have ti get my money from the homeowner. Myself and the homeowner have sent several pictures to get this resolved. Any help would greatly be appricated
041025-ZZ7	4/10/2025	---	4/17/2025 (IGA) - After reviewing the shop report, we request the short-payment amount be made as this request is reasonable and there is a history of GEICO approving 3rd party calibration charges.	Pricing/Labor Issue - $149.85	SGC Network	GEICO	Rogue AutoGlass Recalibration		Good afternoon. I'll try to keep me message short and sweet, please reach out if any additional information is requested. Aftermarket calibration systems failed as this vehicle was lifted beyond what they could handle. I had to have the dealer recalibrate the vehicle, and the best rate I could negotiate was 424.85. I submitted this to SGC for straight reimbursement, with zero profit to me, and they denied the request, and only paid $275. I pleaded with them via email and they continued to deny my request. I have the dealer invoice available for you as a pdf if you would like to see it, I am happy to send it your way.
040925-AQ9	4/9/2025	---	4/17/2025 (IGA) - After reviewing the shop report, we request the short-payment amount be made immediately as it is approaching 90 days past due.	Late Payment - $1,278.45	SGC Network	USAA	Murphys Auto Glass	✓	Late payment. Per the SGC Network my invoice was accepted on 01/31/2025 yet no payment has been received.
040925-5YE	4/9/2025	---	4/17/2025 (IGA) - After reviewing the shop report, we request the investigation of the EFT payment and issue a new payment ASAP if needed.	Late Payment - $75.00	SGC Network	Farmers Insurance	Murphys Auto Glass	✓	No payment received. Per SGC Networks website this invoice shows paid but there is no reference to an EFT. The invoice was accepted on 02/24/2025
040925-DJ7	4/9/2025	---	4/17/2025 (IGA) - The shop is requesting immediate payment of the short-payment that is approaching 60 days past due.	Short Payment - $260.36	SGC Network	Integrity Insurance	The Windshield Guys	✓	The invoice was billed for $0 off and $30 per hour plus $40 flat like the referral states. The total billed for the complete Job with tax was $1093.47. Safelite paid a total of $833.11 on 3-5-25 for a short pay of $260.36. I have sent multiple emails chasing down the difference and they continue to state that short pays are handled in the order they are received. it is now 4-9-25 and payment has yet to be received. They clearly must have a lot of short pays they are dealing with. I'd be happy to share the email exchange.

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