Windshield Repair Forum

Hi Everyone,

I just wanted to pass on some information that might help others in Oklahoma.

Here in Oklahoma it is illegal for insurance companies or their representatives to tell a claimant where to take their vehicle for repairs. This doesn't mean it don't happen.

If you've been a victim of steering you should be able to file a complaint with the Oklahoma Insurance Commissioner, Carroll Fisher at (405) 521-2828.

The law involved is on line at:
http://www.oscn.net/applications/oscn/d ... eID=437234

I have linked this to our website discussing "Free Windshield Repair"
it can be viewed at http://www.glassaidokc.com/pages12/index.htm

ARG

Yea, in most states it is illigal for networks to steer business, however the way that they get around this is by telling the customer you are not on the approved list of companies and that they do not garentee your work. Granted we both know they don't garantee work from approved companies. It's all a play on words.
David
Coitster

We have conference calling on our phone system.

I NEVER leave it up to the prospect to call the agent. NEVER.

I ALWAYS call the agent first to check coverage and argue with them privately. (We direct bill.)

When necessary, I bring the insured on-line to clear the job and as proof that we were given the go-ahead. By that time, the agent knows better than to attempt to steer.

Many of the agents today haven't been around long enough to remember direct-billing. I educate them to the fact that we are not required to slide our invoices through our competition and don't intend to do so.

They don't like it but, that's tough.

I'm a bit confused though.

An agent CAN suggest a place to take the vehicle for repair and usually the insured will follow that advice.

An agent isn't SUPPOSED to tell the insured they can't take it someplace else.

If you are using a network, your problem is allowing the insured to call the agent.

If you are direct-billing, your problem is allowing the insured to call the agent.

If I missed the mark here, ARG, let me know.

David and Desertstars:

I was just passing this information on. I've heard people complaining about how some of the networks treat us repair people and about how something should be done. As one person I spoke to put it the problem is not going to get better unless action is taken about the games the networks play.

My understanding is that 27 states have laws against steering. Yet people I talk with and comments on all the forums talk about how much problems the networks are.

We use ACT for our insurance claims to eliminate steering, which they have done. While they may be expensive, I know that they can stop the games, I rarely have a payment over 30 days. But this is a separate issue.

When we locate work we do take charge and handle everything in terms of filing the claim. One thing I do is let the customer know what the customer can expect if they are required to speak with the insurance or the network. Their claims of no guarantee, etc. and that they can choose who does the work by state law.

On ocassion I run into someone who just refuses the repair due to time or what ever. At that time I follow the same procedure of explaining the situation and set the appointment for the next day. Before doing this we lost alot of work.

My favorite story on this was a gentleman with a chipped windshield wanted us to do the work the next day. He had no cash, no charge cards and didn't wish to file it with his insurance. Before I left the area I warned him of the network games in case he change his mind. The next day early morning I received a call from the network about his windshield work, he had filed it himself. When I went to repair his windshield he thanked me for the warning and told me they had told him, by using us he would have no guarantee. His response to them "I don't care, I have a zero deductible so if it fails it on you".

ARG

Well put, ARG.

Steering has ALWAYS existed. It existed when agents suggested to the insured to use the company that wined and dined them. It existed before networks existed.

During the transition to the present generation of incestuous networks, a well-known w/s repair equipment supplier had a network of their own. We received a LOT of business from that supplier. A LOT!

Since we were allied with them at the time, that steering was accceptable to us but certainly not to those allied with some other equipment supplier.

Frankly, that type of network wasn't fair either.

But, steering combined with the type of networks that exist today is totally unacceptable. We're talking about steering to conversion without even considering steering to a chain.

The only way to combat steering is to remain in the loop as much as possible with the prospect we uncovered through our own efforts.

The only way to deal with the present networks is not to deal with them at all. If the insurance companies start handling thousands of daily invoices from irate ex-network direct-billers, they will finally wise up.

That's when we will see a network put into place with no connection whatsover to the glass business.

A network that handles the paperwork and truly rotates the jobs.

A network that won't steer.

I forgot to ask you something, ARG.

If I have my ACT together, why do you use them?

Is this the same ACT that charges @ $15 per invoice or am I mistaken?

Desertstar:

They have a new program that's about $8 an invoice. Networks charge $7.50 an invoice. By using their full service they have many times stepped in and stopped an atempt by the network to steer. Being strictly mobile we have no way to listen in when the network or insurance needs to talk to the customer. Further once completed payment seems to be faster and is directly deposited into our account. Fast payment is important to me as much as serving the customer. Most of my work is fleet yet and my policy is late payments are unacceptable. Terms are net 30 and repeated late payments mean either price increases, payment becomes COD or I find other work. I carry zero bad debt and would rather fix windshields, rather than chasing payments which takes time and I dislike.

ARG

Thanks for the reply, ARG.

Evidentally the networks are still involved with your insurance business.

I was looking for an easier way to circumvent networks than arguing with individual agents from individual insurance companies.

We haven't YET cut our ties with LYNX but have with &$#@*&%.

Desertstars:

What I would like to see with the windshield repair business is a change similar to the way accident body repair is handled here.

That being you have had an accident in which an insurance company is paying. You take your vehicle to who you choose period. If you ask your insurance company or agent who they recommend and they will tell you they can't even recommend anyone as under state law its your choice. This is the way it should be, its your vehicle and when its time for you to sell it you are the one getting paid for what its worth.

This system seems more fair to everyone and would level the playing field for all.

My hope is that the Diamond Triumph vs. Safelite case, is the beginning of a change that's needed for all but a very few.

ARG