USAA Joins Ranks of Insurers That May Require Windshield
USAA announced early this year that it may now require inspections
of windshields involved in glass claims prior to authorizing work on the
The inspections are conducted by representatives of Safelite Solutions,
which administers the company’s glass claims program, according to USAA
spokesperson Rebecca Hirsch.
“We’ve already heard from a couple members that they did not have to submit
a claim after the inspection process because there was no damage,” says
USAA is not the first company to enact such a program. GEICO made a similar
announcement last January and American Family also has been reported to
require inspections prior to work authorization. Rich Campfield, owner
of Ultra Bond in Grand Junction, Colo., says he also has encountered requests
for inspections a few times with claims involving The Hartford in recent
months. Some have suggested that the inspections could be opening the
door for a new method of steering.
Campfield has encountered requests for inspections several times in his
shop when calling insurers to set up claims with customers. One auto glass
shop owner who requested to remain unidentified says that portion of the
claim is key when it comes to inspections.
“If another glass shop calls for the insured it gets flagged for inspection,”
“There is no direction or approval for repair given to these inspectors,”
says Hirsch. “Once [the] inspection is completed, the member then has
a conversation with a representative at Safelite Solutions to actually
schedule the work and have it completed. If there is damage, the member
chooses who does the repair.”
However, one Arizona auto glass shop owner who requested to remain unidentified
says he’s lost jobs to inspections.
“A Safelite installer went out to do the ‘random inspection’ and conveniently
had the glass for that vehicle on his truck,” he says. “The customer said
the installer told him this, ‘the insurance company sent me out to inspect
the vehicle’s damage and I have your windshield on my truck if you would
like me to install it right now.’ Unfortunately it was a new customer
to us and she had it done right then due to her busy schedule.”
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