Why is Safelite so slow?

[Steve]

Has anyone else noticed how much slower Safelite is than Lynx. It seems like they ask an endless number of stupid questions to the point that the customers get frustrated. This past weekend I did a job for a Progressive (Safelite ) customer who had recently been married. Some how they got the new wife on the phone who was not a Progressive customer and tried to sell her insurance while running up my cell phone minutes. Sometimes I have to tell them my name or the name of my shop 3 times. Whats wrong with these people? I would like some input on this from people with more experience than me.

[glasssgod]

I think they are basically so slow because thay can't keep anybody working there long enough to know what's going on. We get paid from Safelite for American Family within two weeks, but that's only because of the past fiasco with Amer. Family and the fact that the General Office in Madison puts pressure on them to handle claims expeditiously, or they hear it from vendors and agents as well. Other Safelite claims usually take 4-6 weeks, if it's not rejected for some ridiculous reason they can come up with. Everybody hates Safelite, but I think all you can do is be patient and nice to them on the phone and stay on top of what they owe you, and hopefully they go out of business for real sometime.

[GlassStarz]

Could be worse I called one of the little comanys for a customer the guy answered the phone thank you for calling &%$ company this is convict jackson may I help you? they must hire convicts to data entry claims?

[cure4glass]

I will usually preview the questions with my customers before they talk to the safelite rep,especially when there are more than one repair.Otherwise they'll be strainiing their brain to remember when and where the chip happened, etc.A few days ago I did 5 repairs on three vehicles for one policyholder and it was like they forgot the personal info from one to the other.It seems safelite goes through the same spill for a windshield repair as they would for a head on collision with fatalities...Seems like they'd just keep it simple , but..It pays well.

[johnnyone]

Yes I have had slow imput claims with safelite and I usally figure out they are new and dont know the script and have to ask how to spell your name, if I can figure this out in the early stages its better to hang up and call back so you can talk to a experience person which will be faster in some cases. On the other hand they know you are not a safelite network service provider so they do there best to make the claim go slow or steer it or unable to get a ref number,so you have to call back!!