Volume 15, Issue 3 - May/June 2013

Repair Round-Up
nwra reports

Audacious Inspections in the Industry
by Richard Campfield

Are there any humans working at these insurance companies? You have to wonder since these inspections of repairs started. How about if the other insurers all had to not only call State Farm to get permission to sell a policy but then take it a step further and were required to have State Farm interview the consumer and inspect the policy before they can sell them a policy? How would they like that? Why are they doing just that to auto glass businesses and whose idea was it to do it in the most audacious way that it could possibly be done?

Who are the “frauds?” Inspections are another steering tactic because the third-party administrators (TPAs) are only discriminating against consumers who choose non-participant shops. The ironic thing about all this is that it is insurers and their TPA who are unjustly enriched each and every day as they turn thousands of repairable windshields into replacements by their non-disclosing misleading scripts, criterion, phony warranty and ineffective windshield repair equipment. This, combined with repair policies and procedures, almost guarantees their repairs will not be filled with resin. But since the consumer, not the insurer, is the one who is being taken and paying, it is okay in.

Perhaps if these insurers are really concerned about fraud they might do an ounce of due diligence and inspect their own backyard first. All of us in the AGRR business know exactly what I am talking about here. What do I mean here? Well imagine what it would be like if you had Bernard Madoff inspecting your stock portfolio.

The thing about having preferred providers/ shops and non-preferred is the fact that auto policies are not HMOs or PPOs. Insurers mislead both consumers and auto glass businesses into believing that the policy is an HMO or PPO but it is not. The insurer, by their own choosing, is not the one contracting for windshield repair or replacement. They are not even a party to the contract between the consumer and the windshield repairer.

Long ago courts defined the vague policy option so as to prevent insurers from doing exactly what they are doing to consumers in the auto glass industry. If small businesses do not do it by following the insurer’s criterion and pricing in , they will be put out of business. Isn’t it ironic how the backbone of gets no protection from?

Oops, did I get off track here, sorry about that, I just had to put the bigger picture into perspective. The easiest, most convenient, unobtrusive way to adjust a windshield claim is to take a picture with a smart phone of the back of the vehicle, which identifies the vehicle, make and model and a picture of the break, and most importantly, take a picture of it after it has been repaired and email it. There you have it, in minutes and on-the-spot. Then insurers can also see what is really going on.

But speaking of quick and easy, I will make it easy for you. If you want pictures of repairs done to the windshields of your customers who called your phone number and got repairs by your inspector, I will email them to you upon your written request. You can then confirm this by randomly picking 10 of your inspector’s repairs and start inspecting repairs for yourself. n

Richard Campfield is the National Windshield Repair Association president, as well as the founder and president of Ultra Bond Inc. in Grand Junction, Colo.

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