Windshield Claim Denial

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Windshield Claim Denial

June 14, 2013, 09:14:15 am

FT replaced my driver's side windshield at the end of April. Since the bill was $1200, I submitted a claim to Victoria Insurance. Their glass claims are handled by Safelite Solutions. I got a bill from FT yesterday for$568.85. They said Safelite had denied the claim because FT could not submit a Proof of Purchase for the glass. FT says that because they are the glass supplier and own the molds, there is no Proof of Purchase. FT did reduce the parts cost 30% and forgave the labor.

Has anyone else run into this issue? Because the glass is made by Guardian, I didn't think there would be a problem.

Re: Windshield Claim Denial

Reply #1 – June 14, 2013, 09:21:38 am

Had an issue a while ago so went to MOT and that fixed it. They did not want to pay the labor hours but Keith accepted it anyway.

Re: Windshield Claim Denial

Reply #2 – June 14, 2013, 10:10:41 am

I was in the insurance business.....and that is total "BS" on the part of Victoria. I would agressively pursue with Victoria, present your receipt for repair and replacement and that is it. If they deny again, give Victoria claims management one more chance then pursue with your State Dept of Ins......there should be no problem.

These are small comp claims that are paid with documented receipts with no questions asked. Commonally referred to as "fast track claims" and given to the lowest level adjusters for prompt payment. If you have a problem with this claim, wait till something major happens!

Re: Windshield Claim Denial

Reply #3 – June 14, 2013, 10:12:40 am

Insurance companies never pay the list price estimate to the glass company. Depending on what state you are in, the insurance commissioner's office can force the insurance company to pay you triple damages if they don't settle promptly and fairly. Would not take this one lying down. Squeaky wheel always gets the grease.

Pierce

Re: Windshield Claim Denial

Reply #4 – June 14, 2013, 10:25:34 am

The one time we had to have a windshield replaced in our '93, I had a lengthy "discussion" with the insurance lady in their Glass Division who tried to insist that their "suppliers in Elkhart could provide the same size needed for less money than Foretravel". I explained to her that the mold was proprietary and that we could do it her way, but they would be paying to have the same job done in about 3 months, when the not-quite-good-enough windshield cracked because it didn't fit ... OR ... she could call the number I provided for her and talk to the Factory and do it my way and only do it once. She listened, called FOT, shipped the glass I requested from FOT to Tennessee RV for installation and we paid our deductible. That is one of the reasons we stayed with the company for a very long time, but you can never just let them tell you how it is going to go down. Get on that phone, kiddo!! I will bet that you come out with a happy outcome.

Re: Windshield Claim Denial

Reply #5 – June 14, 2013, 11:15:39 am

I would hope that advise that Steve Mudd gave you is followed. Thinking that your Foretravel is registered and insured in Texas, therefore, the Texas Department of Insurance should be your friend. Start here: Helping You with Your Insurance Complaint .

If it is registered and insured under the laws of a different state, you have to go to their Department of Insurance or Insurance Commissioner.

And this should be a comp claim and not affect your insurance rates. If they jump your rate, then go back to the authorities who regulate your states insurance companies

Re: Windshield Claim Denial

Reply #6 – June 14, 2013, 11:42:45 am

If they think that you are going to give them more trouble than the claim is worth they will pay. Escalate up the management chain and do what others have advised. Remember, an educated customer is a pain in the posterior to these types.

Keith

Re: Windshield Claim Denial

Reply #7 – June 14, 2013, 12:07:52 pm

Maybe the result from cheap insurance ? When I needed insurance, emailed the repair estimate, they sent a check same day, never a question.
Wonder ?

Re: Windshield Claim Denial

Reply #8 – June 14, 2013, 12:37:00 pm

Brett,

This has me wondering...When FT replaced our DS windshield they called Progressive Insurance and got an approval within a few minutes.. Our cost was the deductable..

Something isn't right....

I don't do well with stress or any aggravation...I turn into a raving lunatic...Luckily, Carol is the good cop...AND, she always gets her way...trust me...

Re: Windshield Claim Denial

Reply #9 – June 14, 2013, 02:02:04 pm

Sounds like insurance company was not contacted before window was replaced and did not have a chance to negotiate with Foretravel. Without prior contact, insurance company has upper hand. I would not escalate this dollar level of problem to State level. It falls under my beware of unforeseen consequences

We consider glass replacement to be maintenance and have insurance for catastrophic problems.

All claims or even knowledge of accidents that are not submitted to insurance company is usually recorded in the CLUE database and it is no friend to us.
http://www.houselogic.com/home-advice/your-insurance-score/your-clue-insuran ce-report-matters/#

Also FOT may not want to let anyone know their purchase cost of windshields, so Proof of Purchase is considered classified.

Re: Windshield Claim Denial

Reply #10 – June 14, 2013, 02:19:49 pm

Barry your link was mangled. Here is the full link...

Clue Insurance Report | Importance Of Clue Insurance Report

I would have thought that would have been illegal. Obviously not.

Thanks for the heads up.

see ya
ken

Re: Windshield Claim Denial

Reply #11 – June 14, 2013, 02:48:21 pm

"We consider glass replacement to be maintenance and have insurance for catastrophic problems."

Barry & Cindy,

Do you not have glass coverage?? I never knew you could take that off of Collision or Comprehensive? (whichever)

Re: Windshield Claim Denial

Reply #12 – June 14, 2013, 03:07:45 pm

Thanks Ken,

Actually the opposite of illegal is true. I Read about a new home buyer that got an insurance binder and when they went to get permanent insurance, CLUE reports showed previous owner made many claims and all insurance underwriters would now not cover the new home for the new buyers. They had to buy expensive insurance from the State's High Risk Pool.

CLUE knows all and remembers all, even small glass repairs and all those calls that asked about hypothetical claims that were never followed through with. CLUE database history is often the cause of premium increase or non-renewal.

Re: Windshield Claim Denial

Reply #13 – June 14, 2013, 03:50:41 pm

We buy our vehicle insurance with full comp & collision and highest deductible available. Comp covers many things other than glass, like fire. We don't think there is specific insurance for glass replacement, but glass is covered under our comp coverage. Yes, Jeff, glass is covered by our comprehensive.

Re: Windshield Claim Denial

Reply #14 – June 14, 2013, 03:53:16 pm

Some states require glass coverage and make it cheap too. I was at FOT and we both were getting our windshields replaced and the FL insurance from the same company was much better. NO arguing or discussion and a 50 dollar deductible per state law.

Re: Windshield Claim Denial

Reply #15 – June 14, 2013, 03:56:01 pm

@Berry so you're saying you have comp insurance that would cover windshield repair but choose not to use it to save on premiums down the road?

see ya
ken

Re: Windshield Claim Denial

Reply #16 – June 14, 2013, 04:51:18 pm

We carry insurance to cover claims that we can't afford to pay out of our pocket, not for things we can pay for. A good friend just put in a claim for fiberglass repair from an accident and his insurance premium when up for about the same amount. Insurance is not a bank account to be drawn to cover small repairs. Small is just a matter of one's opinion. These are the way we do insurance. Not recommending it for anyone else.

Yes we have comp coverage and have paid out of our pocket for glass replacement and repair. We would never use free repair and then have them blindly make a claim to our insurance without knowing the amount they are claiming.

Re: Windshield Claim Denial

Reply #17 – June 14, 2013, 05:44:38 pm

Barry I agree with you but if you get glass coverage with your insurance it is not charged to you and has never affected my rates. I have replaced about 6 windows over the years and have always claimed them and always get glass coverage as one window covers it for a long time. Also the new one piece ones are 3K or so. I also try and fix them with the resin injection so it lasts longer too.

Re: Windshield Claim Denial

Reply #18 – June 14, 2013, 07:07:56 pm

Let me take this a little further. As President of a major Texas Insurance Company, I would have come unglued if I found out an adjuster denied a claim based on the inforamation you provided.....naturally, there you may not have told the full story, but if you did, your claim should have been paid promptly, that's it, not further discussion necessary. Ins Cos do have contracts with glass companies but these are generally for the common type windshields, standard in nature. RV's as we all know are not standard and require specific applications, etc. THe question is "is this reasonable and prudent" which is the basic guideline used by adjusters and claims depts. to evaluate.

Glass is covered under Comprehensive coverage and each indiviudal has their own level of tolerance when it comes to what claims to submit or pay themselves, certainly glass is a covered claim and has no effect on premiums charged. However, companies may take some actions based on number and frequency of comp claims submitted suchas raising deductibles all the way up to eliminating the coverage....but I seriously doubt if this would happen for one small windshield claim unless you have had a claim every year for the last 5 years!

Re: Windshield Claim Denial

Reply #19 – June 15, 2013, 06:40:16 pm

All,
I just had my drivers side windshield replaced by Tenn. RV.. They, Tenn. RV, had to submit an estimate to Safelight /Duncan Systems, the insurance representatives, when they received the okay to proceed told me to bring in the coach. After the work was completed Tenn. RV submitted a signed work completion directly for payment, I did not have to pay for the repair of the windshield.

Tony

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