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?