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The Independent Glass Association (IGA) is a community of people - independent glass shops, industry representatives, educators and technicians - committed to safety and proper repair or replacement. Through education, knowledge sharing, advocacy, community building and outreach, we strive to advance the automotive glass repair and replacement industry and, in the process, to demonstrate and celebrate the power of quality service to positively change people's lives.

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Don't Get Steered Incident Reports
Below are the Don't Get Steered Incident Reports as provided by Independent Glass Shops. If you would like any additional information on any incident report, please email info@iga.org and include the Incident Report ID.

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Incident ID Date Reported Date Resolved Status Issue Amt Recovered Network Insurance Company Reported By IGA Member? Narrative
080525-H4R 8/5/2026 ---
8/6/2025 (IGA) - We must respectfully remind you that your policyholders have the legal right to choose their repair facility, free from undue influence or questioning. The customer had already made her choice prior to contacting State Farm. Further inserting yourself into that decision, especially by requiring the customer to explain why she’s not using your network vendor—creates unnecessary friction and gives the appearance of steering, a practice which may violate consumer protection statutes in several jurisdictions. The IGA has previously raised concerns regarding the limitations of the State Farm portal and app—specifically, that they display only a narrow segment of shops, excluding many reputable independent providers. This restricts fair access to loss notification and undermines competition in the marketplace. While we understand that it is currently the position of State Farm to decline any further open dialogue with the IGA on these matters, we continue to feel it is our duty to bring forward reports like this one. Our goal is not to dispute but to advocate for improvements to your systems and procedures in a way that protects policyholder rights and ensures fair treatment for all repair facilities. We appreciate your prompt attention to this matter and look forward to a resolution that respects consumer rights and promotes fair business practices going forward.
Steering Issue   Safelite Solutions State Farm Insurance Swift Windshield Repair
Customer tried to locate our shop on the State Farm app and we didn’t come up, only corporate companies such as Belle Tire and Safelite. When we called State Farm to switch the shop to ours, they wanted to know from the customer why she was switching from Safelite.
082025-E7T 8/20/2025 ---
8/20/2025 (IGA) - Steering of insurance claims is illegal in many states and undermines consumer rights and fair business practices. The incident reported here is not an isolated case—it reflects a pattern seen by other shops who have come forward with similar concerns. In this case, the reporting shop, the insured policyholder, and the Independent Glass Association (IGA) are formally requesting a review of the call in question. We believe it will further validate the concern that policyholders are being misled or pressured to use preferred vendors, denying them their legal right to choose.
Steering Issue   Safelite Solutions Nationwide Insurance B&B AUTOGLASS LLC ✓
CUSTOMER SAID THEY WOULD NOT COVER WINDSHIELD REPLACEMENT UNLESS SHE USED WHO THEY RECOMMENDED.SHE IS ELDERLY AND THEY MADE HER NERVOUS AND DID NOT WANT TO TRAVEL OUT OF TOWN.
081825-WF3 8/18/2025 ---
Steering Issue   Safelite Solutions Progressive Seminole Auto Glass ✓
Greetings , I Am a Csr , here at Seminole Auto Glass . I have a customer call in our shop for an out of pocket chip repair. He later called back and stated he wanted to go through insurance . He stated he will do his claim online if he did not see us on the network he will call back for the conference call . well when he called back he immediatley stated his insurance provider which is progressive stated we are a non affiliate shop and may not agree to pricing etc .The customer was steered and stolen from Seminole Auto Glass so the customer canceld his appointment . the customer is William Johnson with an 2022 Ford Maverick
081725-ET1 8/17/2025 ---
8/20/2025 (IGA) - The shop has raised a valid concern regarding the discrepancies between dispatch formats. Specifically, their complaint is that the “legacy” dispatch does not contain the VIN, while the “electronic assignment” version transmitted from Safelite Solutions to EDI trading partners does include the VIN. This inconsistency raises a critical question: if the VIN is clearly available in the system for one version, why is it excluded from the legacy dispatch? This omission has created unnecessary confusion and operational delays. Additionally, the shop continues to encounter cases where the wrong policy VIN number is being provided, further complicating the claims and repair process. Given the importance of accurate VIN information for proper part matching, calibration, and insurance compliance, this issue needs urgent attention and clarification.
Authorization/Payment Issue   Safelite Solutions State Farm Insurance Clearshield Auto Glass
Safelite Solutions keeps telling us the vin is wrong when we have a picture of the vin off the vehicle and have contacted the State Farm agent and they have told us the vin on their side matches the vin on the vehicle. We contacted State Farms Safelite number and the rep that answered gave us the vin that Safelite has in Safelites system and it is different but it does pull up the same year make and model of the vehicle we are doing work for, in this case a 05 nissan armada. This is the fourth referral since 7/1/2025 where we have been told by Safelite that we have a wrong vin on a vehicle when we are certain that we have the right one. In each situation, safelite has a vin that pulls up the same year make and model of the vehicle being done but it is not the vin for the customers vehicle. They are intentionally putting wrong vins in their system and there is no way for us to get the right vin unless a rep at Safelite Solutions provides us it because it is not the same as the vin on the customers car. Safelite does not provide the vin number to the shops on the initial work order so there is no way to know if we are doing the right vehicle until after we bill.
081725-H3A 8/17/2025 ---
8/20/2025 (IGA) - As you are aware, calibration requirements for vehicles are well known and if there is a claim where the OEM procedures warrant a calibration, then there is no need to deny a calibration authorization in the manner the shop is describing.
Authorization Issue   Safelite Solutions Progressive Central Kentucky Auto Glass ✓
I’ve got NUMEROUS referrals/Invoices that are sitting idle because SGC/Progressive/Geico Etc require us to get a approval to perform the calibration, but they want us to do the work submit the scans along with an approval request before they will give us an approval? So what happens if I do the work and they deny the request and the tell the customer they have to take it to the dealership it’s happened before? Plus I use AirPro, so it cost me money to do these calibrations. I’ve never had to do the work and then ask for an approval. In one of the emails they told me that if I submit the invoice with the same Price that’s on the referral I don’t have to ask for an Approval.
081425-GG2 8/14/2025 ---
8/14/2025 (IGA) - On behalf of the shop, the insured policyholder, and the Independent Glass Association (IGA), we are formally requesting that this matter receive immediate attention and full payment. The work was completed in accordance with the terms of the claim and to the full satisfaction of the insured. There is no justification for partial payment when services have been rendered in good faith and within the scope of covered repairs.
Short Payment $2.61   Safelite Solutions Progressive Clearity Auto Glass ✓
invoice short paid by $2.61. Company invoice and SS Network online invoice numbers match (materials, labor, subtotal and tax but not the Total amount. I sent an email to Shopcare informing them they short paid the invoice on 8/7/25. I received a response today, 8/13/25 telling me that the invoice was sent with the labor taxed and that labor is not taxed in South Carolina. This invoice was submiitted with tax on the materials only. The tax amount was not 2.61 less, it was the total amount that was less 2.61. So their rationale doesn't make sense.
081425-77Q 8/14/2025 ---
8/14/2025 (IGA) - On behalf of the shop, the insured policyholder, and the Independent Glass Association (IGA), we are formally requesting that this matter receive immediate attention and full payment. The work was completed in accordance with the terms of the claim and to the full satisfaction of the insured. There is no justification for partial payment when services have been rendered in good faith and within the scope of covered repairs.
Short Payment - $2.38   Safelite Solutions Progressive Clearity Auto Glass ✓
Invoice short paid by $2.38. On the company's SS Network online account all numbers (materials, labor, sales tax on materials only) on SS invoice matches the submitted invoice except for the Total. Total is a $2.38 difference. I sent an email to Shopcare informing that the invoice was short paid on 8/7/25. Today, 8/23/25 I recieved their response, I submitted an invoice with tax on the labor, and labor is not taxed in South Carolina. Materials were taxed at 7% on this invoice.
081425-TTY 8/14/2025 ---
8/14/2025 (IGA) - On behalf of the shop, we are requesting that this matter be escalated and that payment be remitted without further delay. If there are any issues that require clarification, we urge you to communicate directly with the shop or notify us immediately so it can be addressed.
Late Payment - $1,130.46   Safelite Solutions USAA Sierra Mobile Glass
Over 30 days past due. I have contacted Safelite and not heard back.
081425-EE1 8/14/2025 ---
8/14/2025 (IGA) - The shop has acted in good faith throughout this claim, adhering to industry standards and OEM guidelines. The refusal to authorize this labor, under the explanation that the third-party administrator (TPA) must approve it, is causing unnecessary delays and compromising compliance with safety-critical repair procedures. Please understand: • This R&I labor is not "additional" by discretion—it is required per OEM service documentation. • Any deviation from these OEM-prescribed procedures may expose the insurer and TPA to liability risks, especially if the installation results in failure or injury due to an incomplete repair process. We respectfully urge your immediate intervention to approve this labor item without further delay. The policyholder deserves a proper repair consistent with the standards set forth by the vehicle manufacturer.
Authorization Issue   Safelite Solutions USAA MURPHYS AUTO GLASS ✓
We requested additional labor to R & I rear interior to gain access to the regulator and motor but we were denied per Safelite saying it was not covered under there policy. We contacted USAA which said we needed to deal with shop care. I have submitted previous documentation of approvals to Safelite to see if we can get it approved.
081425-FE8 8/14/2025 ---
8/14/2025 (IGA) - On behalf of the shop, we are requesting that this matter be escalated and that payment be remitted without further delay. If there are any issues that require clarification, we urge you to communicate directly with the shop or notify us immediately so it can be addressed.
Late Payment - $2897.79   Safelite Solutions AAA (CSAA) Sierra Mobile Glass
The invoice has been sitting in received since 7/24/25 and has not budged. The invoice is for $2897.79 for a Jaguar F-Pace.
081425-D9E 8/14/2025 ---
8/14/2025 (IGA) - On behalf of the shop, we are requesting that this matter be escalated and that payment be remitted without further delay. If there are any issues that require clarification, we urge you to communicate directly with the shop or notify us immediately so it can be addressed.
Late Payment - $583.25   Safelite Solutions United Financial Sierra Mobile Glass
I have reported to Safelite twice that we have not been paid. Today is day 49 since the insurance company was billed.
081425-GGP 8/14/2025 ---
8/14/2025 (IGA) - On behalf of the shop, we are requesting that this matter be escalated and that payment be remitted without further delay. If there are any issues that require clarification, we urge you to communicate directly with the shop or notify us immediately so it can be addressed.
Late Payment - $1,043.27   Safelite Solutions Mutual of Enumclaw Crack Attack Auto Glass
Submitted to SGC 7/12, just checked status and no payment has been sent yet according to their website. Payment was due 8/10
081225-FQ8 8/12/2025 ---
8/14/2025 (IGA) - On behalf of the shop, we are requesting that this matter be escalated and that payment be remitted without further delay. If there are any issues that require clarification, we urge you to communicate directly with the shop or notify us immediately so it can be addressed.
Authorization Issue - $1,161.10   Safelite Solutions GEICO Prolite Auto Glass
Job was reported went through the proper inspection process, our office received the dispatch and obtained approval for calibration. We completed the job and invoice was sent . Initially we received a Error message stating that the program ID was wrong. We were told by Safelite that Geico adjuster determined that it was wear and tear since the beginning they spoke with the customer about it several times and they advise her of the issue, the customer was aware that the cost will be out of pocket. Geico is not taking responsibility for this since there is no documentation showing any approval on their end and they are tossing this to SGC . The supervisor at Geico says that this was a anomaly, she don't see why or how SGC sent an approval when clearly they didn't approved it and that they are sorry but they will not pay for it, customer is responsible.

8/14/2025 (IGA) - Just wanted to give you a heads-up that it is unlikely anything will come from this. The statute of limitation for unpaid debt in this case has expired since this is from 2022. The general rule of thumb is that anything older than 2 years that isn’t regularly pursued for collections is no longer collectable. While we have opened a case, we do not believe this will be paid and would recommend that you write it off as bad debt.
081125-DDA 8/11/2025 ---
8/14/2025 (IGA) - On behalf of the shop, the insured policyholder, and the Independent Glass Association (IGA), we are formally requesting that this matter receive immediate attention and full payment. The work was completed in accordance with the terms of the claim and to the full satisfaction of the insured. There is no justification for partial payment when services have been rendered in good faith and within the scope of covered repairs.
Short Payment - $564.82   Safelite Solutions Erie Insurance Kirkwood Auto Glass Inc ✓
Finally got my approval for the glass at list, billed the job and then they short paid it. REASON: PAID TO AGREED PROGRAM PRICE/Insured: BLANC, CHRISTOPH/MATERIAL(PART+KIT) SUB1288.95 REVISED 760.48/TAX SUBMITTED 106.05 REVISED 67.74/DEDUCTIBLE AMT 500.00
080925-FG4 8/9/2025 ---
8/14/2025 (IGA)- I am writing on behalf of C&D Auto Glass to address ongoing delays in obtaining repair authorizations for GEICO-insured customers due to inspection notices. These delays are directly impacting their ability to serve policyholders promptly and in accordance with their chosen repair facility. By not including C&D Auto Glass in the inspection process, the risk significantly increases that the insured may be manipulated or coerced into selecting Safelite AutoGlass. We have received reports from shops that their customer, after their First Notice of Loss (FNOL), Safelite Solutions CSR’s and/or automated communications informed them that the inspection requirement could be “waived” — but only if they elected to proceed with Safelite AutoGlass. This practice undermines consumer choice, disrupts the claims process, and causes avoidable delays for customers who have already chosen our shop. C&D Auto Glass respectfully requests an immediate update on the status of all pending inspections — whether approved or denied — so that we may proceed with the necessary repairs without further inconvenience to their customers. Timely and transparent communication in these matters is essential to prevent service disruptions and maintain policyholder satisfaction. We appreciate your prompt attention to this matter and look forward to your response.
Assignment/Steering Issue   Safelite Solutions GEICO C&D Auto Glass
Recieved an email stating inspection required. Theres no contact info for insured. Jon never gets dispatched to our shop. Note, there are 2 inspections that were never dispatched .
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