IGA and MGA Hold Successful Automotive Glass Seminar

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Industry experts discuss Surviving and Succeeding in a Third-party/First-party Administrator Controlled Business Environment

Independent Glass Association
The response and comments from the attendees clearly indicated the need for education and tools

The Independent Glass Association (IGA) in cooperation with the Minnesota Glass Association (MGA) held a one-day informational seminar on April 23rd that covered issues automotive glass retailers face when dealing with third/first-party administrators during the automotive glass repair and replacement (AGRR) claims process.

The seminar focused on the basic methods, tools, and legal issues retailers must be aware of when communicating with third/first-party administrators and/or insurance companies directly.

The attendees, some who traveled hundreds of miles, included automotive glass shop owners, managers, customer service representatives, and technicians.

“We are extremely pleased with the turn out and interest in learning more about how to prepare and handle dealing with the automotive glass insurance claims process,” said IGA Executive Director Gary Hart. “The response and comments from the attendees clearly indicated the need for education and tools to deal with the daunting situations shops face on a daily basis.”

The seminar participants were treated to three very informative presentations by Rick Rosar, Owner of Rapid Glass, a Minneapolis Auto Glass Repair company, Gary Hart, and Chuck Lloyd, principal at Livgard & Lloyd, during the four hour seminar.

Rick Rosar provided a detailed approach to dealing with the processing of insurance jobs from the initial phone call with the insured, all the way through the collection of the receivables. Rick discussed the methods for handling three-way calls with networks, dealing with insurance companies directly, and establishing best practices to capture the customer. Rick also stressed that glass shop owners and their managers should regularly share ideas with one another in the effort to create stronger local markets for all participants.

Gary Hart presented the benefits of being an IGA member in addition to providing a high-level demonstration of the included member benefit Total Shop Management (TSM). Through the course of the TSM demonstration, Gary pointed out the importance of using technology to capture the customers' signature electronically, connecting to supplier pricing and availability in real-time, and measuring customer satisfaction just to name a few. Overall, Gary stressed the importance of independent glass shops joining together, so they may be unified in their plans to combat the unnecessary encroachment by the third/first-party administrators and their partners.

Chuck Lloyd gave a very compelling presentation reminding automotive glass retailers that they are in the “safety” business. Chuck outlined all of the processes and procedures a glass shop must do for every job they perform regardless of the situation. Highlights of the presentation included the necessity of documenting all aspects of every job. This includes any issues found while replacing the glass such as finding old adhesive or rust on the pinchweld. Chuck reminded glass shops that they have a duty to return the vehicle to pre-loss conditions with the utmost focus on the safety for the occupants. Other important topics presented included information regarding network programs, arbitration, litigation, and establishing market pricing.

The IGA will continue to deliver engaging seminars and meetings throughout the year including two Mygrant Glass showcases in San Jose on May 17th and in Sacramento on May 18th. Additional information on these shows can be found on the IGA website or by contacting Mygrant Glass.

For more information about the Independent Glass Association or to join, please visit http://www.iga.org.

About the Independent Glass Association (IGA):
Through its direct members, affiliate state chapters, and associate members, the IGA is comprised of automotive glass repair and replacement businesses and professionals in the USA and ten countries who work with consumers and insurance companies to provide high-quality automotive glass repair and replacement services.

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