Insurance companies are ripping you off

The claims process works like this in simplified steps:

1. Customer informs insurance company about their windscreen damage
2. Insurance decides the best option based on their analysis and insurance coverage
3. Insurance connects with their preferred autoglass workshop for a repair or replacement.
4. Workshop orders glass if applicable, OEM or aftermarket based on insurer's decision.
5. Workshop books customer in once part is stock and ready to install.

When I worked for big corp, I saw lots of confusion and disappointment in my customers. Customers would come in for their booking, and we'd do a quick inspection and verify any items before commencing the work. Occasionally we'd run into a snag. Without informing their client, the insurance provider more often than not would request aftermarket replacement. Some customers were ok, but others, having paid a handsome premium for their beloved car, are surprised and disillusioned.

Big deal, aftermarket is just as good right? Sometimes, but not when it comes to glass. See, glass is heavy and requires a large and complex global system from mass production to transportation. If they can shave a few grams on one, imagine how much they can save on materials and logistics? I know first-hand the aftermarket equivalent can be a couple mm thinner than the OEM. Softer glass, distortions and the rare non-working electronics are possible too.

There was a time when insurance would predominantly replace with OEM glass and those days are fast becoming history. But to finish the story, the customer would either have to consult with their insurance regarding OEM applicability and in many cases pay the difference and re-book, or accept the AE glass. Technicians are on a schedule so if it takes too long to decide, we re-book. Wasted time on both sides.

This is but a symptom, happening across all automotive industries and beyond. In the majority of cases, the AE part will fit. But my point is that cost cutting procedures have led to where we are today.

Moral of the story - read the fine print or find another insurer if you want OEM replacement.

AE - Aftermarket equipment
OEM - Original equipment manufacturer