Beginning in January, the Independent Glass Association (IGA) says it will select what it considers the worst steering incident from the incident reports being tabulated in its anti-steering database introduced earlier this year. An incident report form is currently being used by IGA members to catalog any issues of customer intimidation, misinformation and steering. All data being compiled will be made available to members for their use.
The reporting individual selected each month will win a “Don’t Get Steered!!” T-shirt and will be in the running for the “Steer of the Year” award to be presented at the 2010 Independents’ Days Conference in May. Each month, IGA says the most egregious steer will be chosen.
IGA’s winning steer this month came from an independent glass shop that reported a steering incident in October. The shop’s employee attempted to file the claim via phone inside the shop with the insured present, and the claims representative asked to speak with the insured, according to the report submitted to IGA. Upon completion of the claims process, the customer hung up the phone and began walking out of the shop, looking quite frustrated, the report said. The employee asked if the claims administrator was able to help him file his claim and the customer stated, “Yeah, but they just took the business away from you guys. They are making me call this number now.” The shop reported that the claims representative told the customer to hang up and call its phone number to schedule an appointment with the glass company it owned.
IGA accepts glass repair steering reports through its Web site.
More information:
• Report a glass shop steering incident to IGA. All reports remain entirely confidential and will never be connected with your name.
