Insurance Companies: Listen to Your Policyholders

The auto glass repair and replacement industry has evolved into an industry based on suspicions and ulterior motives. This is evident from the recent statistics offered to the industry on a dramatic rise in questionable claims by the National Insurance Crime Bureau (NICB) and the latest “Windshield Bullies” campaign. Just imagine what perspective you would have if you heard such a phrase like that from some other service industry. Is there any one of you among us that would be willing to label that professionalism?

Unfortunately, we should not behave as though we are players in a chess game trying to out-strategize one and other. But in reality, we are. We are serving the public and, due to the fact that we are service providers in a service industry, we must all do better. Naturally, every single one of us is in business to profit financially. But, professionalism on all fronts should be the guiding beacon. Can any one of us boast that we are satisfied about the situation to which we have transitioned to as an industry? To me, it is a professional embarrassment.

The other night, there was an article on glassBYTEs.com™ that reported that one insurer was evaluating its decision to continue its windshield inspection program performed by technicians of a major auto glass service provider. The article included that service provider’s reaction to accusations that it is using the inspection process to steer claims. Would any one of us expect that the response would be anything other than “we are the best?” Would any one of us expect that the spokesperson would admit to steering or that technicians show up to inspect a windshield with the proper replacement part already in the van?

I read the comments regarding the steering concerns and I question why the insurance company would not prefer to hear directly from their policyholders. It does not make any sense to me that the insurer would publicly acknowledge the response from the company performing the inspections. It does not occur to me that any party would take the word of an intermediary between themselves and their customers as gospel. From the calls that I take from the field, I know that the situation is not what these representatives say. However, as mentioned, we would expect no different. I don’t hear that all is rosy in the inspection process. To the contrary, I hear of delays and stolen claims. So whatever outcome the insurer expects the inspection program to achieve may not be consistent with providing their policyholders with the best customer service.

I have said it before and I will say it again. I cannot imagine any insurance company, if knowing how their customers are being treated at the hands of some third-party administrators who serve two masters would allow it to continue. Folks, common sense says that it cannot be done. Insurers, listen to your customers.

The challenge before each and every one of us, including insurers, third-party administrators, suppliers and service providers, is to clean up this mess and make customer service the priority while ensuring the proper and safe replacement of windshields in the process. After all, isn’t that what a service industry should be all about?

IGA Sets Sights on a Stevie Award for Promoting Customer Service

For the past few weeks, I have been writing on the woeful customer service in the auto glass repair and replacement industry—an industry that should be all about customer service. As an industry, we know that customer service is not anywhere near the level that it should be. Special interests with close ties to the insurance companies have an agenda to entice policyholders to use service providers that are “insurer-friendly.” However, we can all agree that not every service provider that is “insurer-friendly” is necessarily concerned with the interests of the consumer, especially their safety. Not only is the customer used as a rope in this tug of war, but some third-party administrator CSRs have no reservations about being confrontational with a shop while the customer is on the line.

To any of you that may know me or follow my rants, I have always said that it is the consumers who are being short-changed in this industry. I have always believed in the “customer-first” philosophy and that the rest will fall into place. The consumers are used as pawns in a process in which insurance companies are more concerned about trying to glorify their income statements than honoring the contract they executed with their policyholders. Insurance products sold as indemnification policies are treated more like HMO policies. I think the ongoing battle between shops and insurers is simply a by-product of shop operators fighting for their right to service customers without the presence of external interference. I remind you of the phrase that has become very popular in the auto glass industry: who is the customer?

The question of the century is: where will this all end? The Independent Glass Association’s (IGA) recent announcement pertaining to the development of technology standards is an initiative that should be embraced by the industry. The industry now has before it the best opportunity to unite and endorse the use of state-of-the-art technology in the insurance claims process, which has become fossilized and no longer promotes anyone’s objectives.

Recently, a major industry company won a Stevie Award for the best use of technology in customer service and was cited for the capability of its mobile technician technology. From what I have witnessed in the early stages of the IGA’s initiative, the technological capabilities available will reach far beyond e-mailing the customer an appointment confirmation and a technician’s picture and biography.

We have tremendous opportunity before us. The industry has the opportunity to place the Stevie Award in the hands of those who will truly restore customer service to the priority that it deserves. The question remains as to whether or not the industry will embrace it. The question remains as to whether or not the industry will embrace the technology that will put the Stevie Award for customer service where it rightfully belongs; in the possession of those who truly are concerned with servicing their customers.