A Warning About Insurance Claims Steering

If you’ve ever experienced a broken windshield or window in your vehicle, you’ve probably reached out to your insurance provider to talk about coverage. It’s a logical first step when any unexpected damage happens to your car.

What if we told you, that insurance provider might have a hidden agenda when they recommend a glass repair shop? What if you did not receive the best product or service possible because your insurance company steered you toward a vendor that has their interest in mind, not yours..

Well, it happens all the time, even right here in the midwest.

It’s called “Insurance Claims Steering,” and unfortunately, it’s a common practice. In order to avoid Insurance Claims Steering and get the best repair on your vehicle, you need to know what red flags to look for, and have a grasp on the Consumer Choice Laws that protect you.

What is Insurance Claims Steering?

Insurance Claims Steering is a common tactic used by an insurance company or representative, to persuade you to use one service provider over another. It is legal for insurance providers to recommend glass repair or auto body shops. However, it is illegal for them to bully you into choosing one shop over another.

What are signs of Insurance Claims Steering?

If you ask your insurance company for a list of recommended repair shops, they will likely provide it. However, if your agent does any of the following, consider it a red flag:

• Heavily push you toward one shop
• Threaten to limit or change your coverage for using a different shop
• Scare you with negative reviews, especially those not supported online
• Falsely warn you that other shops are more expensive
• Spend a substantial amount of time trying to talk you out of using a shop

Why do insurance companies care where my car is repaired?

Many insurance companies have bulk agreements with specific glass repair or auto body shops that benefit the agency if you choose to do business with them.

It’s common for repair shops to sign bulk contracts to complete work at lower prices if an agency funnels consistent work to the business. However, these bulk agreements are NOT in the best interest of the customer.

Glass repair shops that participate in these types of agreements are notorious for using subpar parts, fast and unskilled labor, and cutting corners on your vehicle in order to save the greatest amount of cash.

The result is, you drive away in a car that was not cared for or repaired properly in the shop, leaving you more susceptible to needing further repairs down the road that your insurance company will NOT cover.

What are Consumer Rights Laws?

Consumer rights laws vary by state, but they exist to protect your right to choose who you do business with. This means, you can do your own research and vet your own glass repair shops, or go with the recommendation of a friend or online reviews, WITHOUT repercussions.

Your insurance company cannot and should not bully you out of making your own decision. If they do, you can likely count on the fact that they do NOT have your best interest in mind. 

Does it cost you more to choose your own shop?

No. In fact, many glass repair shops that participate in these poor practices are actually MORE expensive than their competitors. If you are warned that going elsewhere will cost you more, that is likely an outright lie and a violation of your Consumer Rights.

A national example of blatant consumer rights abuse.

One nationwide glass repair chain (with a catchy jingle) has recently been caught participating in these practices. In this case, an insurance agency instructs their customer to call a number for claims. When the customer calls, it connects them to the partnering repair shop and a repair shop employee answers the phone and falsely identifies themselves as an employee of the insurance company. Then, the employee proceeds to steer the customer to the catchy jingle repair chain.

If that’s not poor business practice, we don’t know what is.

Remember, you have a right to do business with the company you choose. Your insurance agency has a job to cover the repairs.

If you have a damaged or broken windshield or window, contact us today for a fast quote, to get back on the road safely and quickly!