How a Glass TPA Processes a Claim from Start to Finish
Understanding the full lifecycle of a glass claim helps carriers evaluate whether their current process is efficient — or whether a TPA could do it better. Here is how a well-run glass TPA handles a claim from first call to final payment.
Step 1: First Notice of Loss. The policyholder calls a branded claims line. A trained representative collects the loss details, vehicle information, and preferred scheduling.
Step 2: Coverage and VIN Verification. Before any work is dispatched, the TPA verifies active coverage and confirms the vehicle identification number through the carrier API. This prevents unauthorized claims and ensures accurate documentation.
Step 3: Shop Assignment. Based on location, availability, and policyholder preference, the TPA assigns a qualified shop from its vetted network.
Step 4: Dispatch. The assigned shop receives the claim details, approved pricing, and policyholder contact information via email or the billing portal.
Step 5: Repair or Replacement. The shop contacts the policyholder, schedules the work, and completes the repair or replacement per AGRSS standards.
Step 6: Invoice Submission. The shop submits the invoice, supporting photos, and documentation through the billing portal.
Step 7: Invoice Review and Payment. The TPA reviews the invoice against the approved pricing schedule, verifies documentation, and processes EFT payment to the shop.
Throughout this process, the carrier has full visibility through reporting dashboards and maintains complete ownership of all claim data.