Insurers

The purpose of the ROLAGS™ Standard was to give all the related industries a set of rules so that the benefits of windshield repair would reach the consumer. The industry spoke and developed a repair standard. The third party insurance administrators (TPAs), windshield manufacturers, windshield repair manufacturers, the industry associations (NWRA, NGA and IGA), retail repair and replacement technicians comprised this balanced committee that developed this standard. The standard is for the benefit of the American consumer.

Many segments of the industries involved in auto glass do not disclose the facts or benefits of windshield repair to the consumer.

Windshield repair saves money, saves time, saves the factory seal (a safety issue) and saves the OEM windshield (a quality issue). Consumers should be told the facts, the truth and given their options when they call their insurance company with a windshield claim. Please review the standard and direct your customer service representatives (CSRs) and TPAs to not make statements that are contrary to the standard.

Please see the consumer section that shows examples of improper repairs. All of these consumers called their insurance company for a repair, and look what they got. These so-called repairs are not repaired. We recommend you state in your participant agreement and TPA agreement that all repairs meet the ROLAGS™ Standard criteria for a proper repair.

Your Repair Ratio – a repair ratio of chips versus replacement cannot accurately reflect your savings, because the percentage of chips that crack out varies by climate. Stone-breaks crack out from temperature change and temperature extremes. For example, 1 out of 20 may crack out in Los Angeles, California, but 1 out of 10 cracks out in Denver, Colorado and 1 out of 2 in Alaska. We recommend you check the statistics with your actuary to see if your repair program is reducing replacements, which is the purpose of windshield repair.

Your Repair Versus Replacement Ratio – When the windshield has cracked, the situation is now Repair versus Replacement. This is not to be confused with the repair ratio above that you get from your TPA that includes chip repairs. A crack necessitates a choice between repair and replacement. You should keep track of this ratio separately. Windshield shops that repair cracks per the ROLAGS™ Standard (up to 14inches) have repair versus replacement ratios of more than 50%. When given the facts and their options, consumers with a crack repairable per ROLAGS will choose the crack repair over the replacement almost 100% of the time. Indeed, consumer satisfaction with long crack repair, done properly per the ROLAGS™, is and has been over 99% for decades.

Your length–of-a-dollar-bill (six inches) adjusting criterion excludes 90% of the repairable crack market and is denying the benefits of windshield repair to the consumer when it is needed most. This costs consumers money, time, safety and quality when they have to replace because they were told incorrect information about what is repairable. There is absolutely no evidence whatsoever supporting this six-inch limitation. Your Repair versus Replacement ratio is probably less than 1%, as is almost all of your participants’, because of the six-inch criterion you are using with your TPA. We do not care whether you cover or pay for cracks or not, because the economics and benefits of crack repair sell themselves, but we do care that the consumer is not being told the truth when they call Your Phone Number.

Note: There are two types of cracks.– Nine out of 10 repaired cracks are edge cracks. An edge crack is caused by two defects: (1) the Weak Spot, which is residual stress in the glass around the two inch perimeter that causes this area to fracture twice as easily as the rest of the windshield; and (2) Induced/Installation Stress, which causes the fracture in this area to crack immediately to relieve the installation stress and usually results in a 8-12 inch crack. This is why 95% of edge cracks are over 6 inches long. The edge crack is no fault of the consumer’s. The edge crack is the easier crack to repair. A floater crack is a chip that the consumer neglected to repair and the consumer is at fault for lack of maintenance. The floater crack is more difficult to repair than the edge crack. One with the skills and tools to repair a 6inch floater crack can easily repair a 14-inch edge crack. One who can repair a 6 inch edge crack can easily repair a 14 inch edge crack. Your six-inch criterion eliminates the more prevalent and easier of the two types of cracks.

A crack repair requires more skill, tools, time and resin. For those reasons those that also replace are not going to repair any length of crack, whether less than 6 inches or longer than 6 inches, for the price of a chip; they will replace it instead which costs the consumer the benefits of repair.