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Repair or replace?
Help your policyholders understand what to do about windshield damage

When repair is an option, everyone wins.


Between the sophistication of windshield glass and all the advancements in repair technology, auto glass repair is a safe, fast and economical way for drivers to get back on the road.

Fortunately, your policyholders don’t have to deal with vehicle glass damage very often. But when they have to, they may need your help to understand the process. By adopting a repair-first mindset, you can help them and help control loss ratios.

Of the approximately 5 million vehicle glass claims made every year, insurance companies spend $600 million in replacements that could have been repairs. Additionally, with the modern — and costly — technology of new windshields, replacement costs increase, which also means that repair savings could grow.

First, check to see if the damage is minor enough that the glass can be fixed. You can guide your policyholder through easy questions to find out. Typically, to qualify for a repair, the damage must fit the following criteria:

  • The crack or chip is 6 inches or smaller
  • The windshield has three chips or fewer
  • The glass damage is not near the windshield’s edge or a camera connected to the windshield

If their glass can be repaired, encourage them to get it taken care of quickly because small chips can turn into large cracks. You can also let them know that:

  • Chip repairs are affordable and may be completely covered by insurance
  • Repairs are fast — often taking less than 30 minutes, compared to a replacement with recalibration, which takes 2–3 hours
  • The windshield can account for up to 30% of a vehicle’s structural integrity, and repairing is about maintaining that safety
  • Repairs are guaranteed for as long as they own or lease the vehicle