How do I get my windscreen replaced through insurance?
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The first thing you should do is organise a repairer of your choice in order to have the damage assessed and receive professional advice. Otherwise, the insurance company will steer you towards using a preferred repairer of their choice. This will not be for your own convenience or benefit; it will be for the benefit of the insurance company.
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Have the necessary details ready for the claim.
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The name of your insurance company or broker.
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The full name insured under the insurance policy
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Your policy number (this will likely be with your introductory email or invoice/statement near the top of the page.)
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The date of loss (when did the damage to your windscreen occur or the first time you noticed it)
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Engage your chosen repairer to guide you through the claim process. The process will differ depending on who you're insured with and whether your insurance is through a broker or directly with the insurance company. See examples below.
How is your insurance claim handled?
Insurance company deals with you directly
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The repairer will need to lodge a claim with the insured customer present to answer security questions. This can be done in-store or on-site with mobile repair service.
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A quote must be provided by the repairer and a claim number issued for the claim.
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Quotes are either accepted over the phone or in some cases compared with quotes from other repairers and accompanied by a follow up approval email and request for final invoice.
Insurance broker handles your insurance needs
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The repairer can deal directly with your broker.
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Invoices for repairs are submitted to a third-party company called Auto Glass Claims for approval and payment. Pricing within the capped structure will be accepted.
What the insurance company doesn't want you to know.
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There are 40+ auto glass repair companies in Auckland alone. The insurance company wants to narrow your choice down to 2 or 3 of them. The largest ones specifically. This is because they have a nation-wide deal which is beneficial to them.
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Auto glass replacements can usually be carried out within 24 hours due to an abundance of repair shops. Insurance companies will delay your repair so they can control costs with their preferred repair shop.
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Insurance companies advertise you may use a "repairer of your choice" in their policy documents. Recommending a preferred repair shop is fine, but misleading the customer into believing they must use a preferred repairer despite their own policy stating otherwise, is a breach of the NZ Fair Trading Act. (IAG fined $127,000 over State Insurance windscreen repairs | Commerce Commission)
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The preferred repair shops are not the highest rated by the NZ consumer. Competition is in the best long-term interest of the NZ consumer and plays a significant part in keeping standards high. This is why anti-competitive conduct is illegal and should be reported to the NZ Commerce Commission.
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Nationwide warranty is not exclusive to "preferred repair shops". Any reputable repair shop will still honour its own warranty regardless of location. Many independent repairers are members of nationwide networks such as Kiwi Windscreens Group and New Zealand Auto Glass which cooperate with one another enabling nationwide assistance.
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Any company unwilling to stand by their own workmanship guarantee is in breach of the NZ Consumer Guarantees Act 1993 and the NZ Fair Trading Act 1986. The purpose of customer review platforms is to collect, verify and display consumer feedback/ratings to build trust and guide purchasing decisions. Insurance companies will guide you toward what's best for them.
Phone 0800 24 2000 for expert advice on cracked windscreen repair and replacement.
