Regulatory and compliance topics
Service Level Agreements are only useful if they measure the right things at realistic targets. Here are the SLA benchmarks that matter most in glass claims administration and the targets that represent strong performance. Call answer time. Target: 80 percent of calls answered within 30 seconds. This ensures policyholders reach a live representative quickly, which…
The Carrier Service Agreement (CSA) is the foundation of every glass TPA relationship. A well-written CSA protects both parties, sets clear expectations, and provides the framework for measuring performance. Here are the essential elements every CSA should include. Scope of services. Define exactly what the TPA will handle — call center operations, coverage verification, shop…
When a carrier outsources glass claims to a TPA, sensitive data flows between organizations. Policyholder information, claim details, financial records, and vehicle data all pass through TPA systems. Carriers must ensure this data remains theirs — in practice, not just in principle. Data ownership should be explicit in the Carrier Service Agreement. The agreement should…
Auto glass fraud costs insurance carriers millions annually. The schemes range from simple billing inflation to organized operations involving staged claims and phantom repairs. Recognizing the red flags early is the first step to controlling losses. Clustered claims from a single shop. When one shop generates a disproportionate number of claims from a small geographic…
Auto glass coverage is governed by a patchwork of state laws that significantly affect how carriers design and manage their glass programs. Getting these wrong creates compliance risk, policyholder complaints, and potential regulatory action. Here is a comprehensive overview of the state-level landscape in 2026. Several states require or effectively mandate that carriers waive the…
Fraud prevention in glass claims requires more than good intentions — it requires a systematic program that combines technology, process design, data analytics, and human investigation. Carriers that take an ad hoc approach to fraud invariably pay more than those who build structured prevention programs. Here is how to build one that works. Before building…
Auto glass fraud costs the insurance industry hundreds of millions of dollars annually, and the schemes are becoming more sophisticated. While most glass shops operate ethically, the high volume and relatively low scrutiny of glass claims create opportunities that bad actors exploit. Understanding these schemes is the first step toward preventing them. One of the…
