Demystifying the Glass Repair Process: How Integrity Auto Glass Ensures a Smooth Experience for Your Clients
We've been chatting with a few of our agent friends and discovered that there seems to be a bit of a mystery surrounding the glass repair process once a claim is handed over to us. Our top priority at Integrity Auto Glass is to make this process as smooth and seamless as possible for your clients. Let’s break down our approach, so you can feel confident sending your clients our way.
Step-by-Step Breakdown of the Glass Repair Process
Step 1: Information Entry and Glass Tracking
First, we enter necessary information into our system from the form we receive. This allows us to track down the appropriate glass so we can schedule the repair work efficiently.
Step 2: Explaining Insurance Requirements
We reach out to the client to schedule the repairs at their convenience and then we explain that Minnesota Law requires the insured to file the claim with their insurance company, which is different from doing so with their agent. This involves a quick, mostly painless three-way call with a third-party administrator (TPA) that manages their glass claims.
Navigating the Unpredictable TPA Call
Prepping for the Call
When you send your clients to us, we take great care in prepping them for that sometimes unpredictable call with the TPA. The person on the other end might take their job very seriously, or they may just be filling in boxes on their end. We walk your clients through the potential questions and the best ways to respond, ensuring the call runs as smoothly and efficiently as possible.
Key Questions and Responses
Date of Loss: We explain that the TPA will ask for a date of loss. As long as there haven't been recent changes in coverage, a close guess is okay. The TPA will ask for an exact month, day, and year.
Damage Description: The TPA will want to know how the damage occurred. If the client is unsure, we almost always find that it was due to a rock from the road.
Damage Size: Clients may be asked about the size of the damage. Even if the damage is smaller than a dollar bill but the client prefers a replacement, we instruct them on how to communicate this. If needed, we interject and clarify on their behalf.
Email Address: The TPA will request an email address, but we inform the client that it's not mandatory. Many clients opt out of providing it once assured that any necessary information will be handled through us, and that we'll manage any claim issues going forward.
Additional Information: We reassure clients that we have their policy number, so they should only need basic information such as their name, address, phone number, and vehicle details like year, make, and model.
Addressing Common Concerns
Program Participation and Warranties
Sometimes the TPA might mention we're not “on their program” or bring up our warranty. We assure clients that they will be taken care of should any issues arise.
Advanced Safety Systems (ADAS)
For clients with advanced safety systems in their vehicles, the TPA may mention the need for calibration by a qualified specialist. We reassure them that we are equipped to recalibrate their systems back to OEM specs after their windshield replacement.
Above and Beyond: The Integrity Auto Glass Promise
At Integrity Auto Glass, our commitment is to go above and beyond to ensure that your clients are cared for and taken care of throughout the glass repair process. From the initial contact to navigating the TPA call, we aim to make this journey as smooth and stress-free as possible for everyone involved.
Let us handle the complexity of glass repair claims, so you and your clients can experience peace of mind knowing they are in good hands.
