Insurance Claims and Coverage
How to File an Auto Glass Insurance Claim Step by Step
Filing an auto glass insurance claim is one of the more straightforward insurance transactions most drivers will handle. The process is not complicated, but knowing the steps and what information to have ready makes it faster and prevents the most common delays. Here is the full sequence from damage discovery through completed service.
Step 1: Gather Your Information Before Calling
Before you contact your insurer, have the following ready:
- Your policy number. Found on your insurance card, your declarations page, or your insurer's app or website.
- Vehicle information. Year, make, model, and trim level. Your VIN is also helpful and can be found on the driver's side dashboard near the windshield or on the driver's door jamb.
- Description of the damage. What is damaged (windshield, driver's door glass, rear windshield), what caused it (stone chip, accident, break-in, unknown), and approximately when it occurred.
- Police report number if applicable. For break-ins or vandalism, a police report is typically required by the insurer. File the report before calling the insurer to have the number ready.
Step 2: Contact Your Insurer
You can file a glass claim through your insurer's claims phone line, their website, or their mobile app. All three methods work; the phone line is often fastest for first-time filers because a claims representative can answer questions in real time.
During the call, you will be asked for the information listed above. The representative will open the claim, assign a claim number, and explain your coverage including your deductible and any special glass provisions such as a waived deductible for repair.
Ask the representative directly:
- Is my deductible waived for a chip repair?
- What is my comprehensive deductible for a replacement?
- Is ADAS calibration covered under this claim if my vehicle requires it?
- Do I have the right to choose my own glass shop?
Pennsylvania law gives you the right to choose your own auto glass shop. If the insurer suggests a specific shop or network, you are not required to use it. See our article on your right to choose your own shop in Pennsylvania for more detail.
Step 3: Get a Claim Number
The claim number is your reference for all subsequent steps. Write it down. You will provide it to the auto glass shop so they can bill the insurer directly rather than billing you. Without the claim number, the billing process becomes more complicated.
Step 4: Contact Your Auto Glass Shop
Call the auto glass shop of your choice and tell them you have an insurance claim. Provide your claim number, your insurer's name, and your vehicle information. The shop will contact the insurer to confirm coverage and will handle the billing directly in most cases, meaning you pay only your applicable deductible at the time of service.
At Keystone Auto Glass, we work with all major insurance carriers and handle the insurer billing directly. You do not need to manage the paperwork between the insurer and the shop; we do that.
Step 5: Schedule Service
Once the claim is open and the shop has confirmed coverage, schedule the service appointment. For chip repair, same-day or next-day appointments are typically available. For replacement, the shop needs to confirm glass availability and may need a day or two to source the correct part.
If ADAS calibration is required, confirm that the shop includes calibration in the service and that the calibration is documented in the claim. Some insurers require prior authorization for calibration as a separate line item; the shop can typically handle this directly.
Step 6: Service Day
At the time of service, you pay your applicable deductible directly to the shop. The shop bills the insurer for the remainder. You receive documentation of the service including a receipt for your deductible payment.
If repair was performed with a waived deductible, you owe nothing at service. If replacement was performed with your deductible applied, you pay your deductible amount.
Common Issues to Watch For
A few situations can complicate an otherwise straightforward claim:
- Insurer steering toward a specific shop. You are not required to use the insurer's preferred shop. Politely decline and proceed with the shop of your choice.
- Calibration not initially included in the claim. If your vehicle requires calibration and the adjuster did not include it, ask the shop to contact the insurer to add it before service begins.
- Insurer requesting OEM glass but the claim only covers aftermarket. Most claims cover aftermarket-equivalent glass unless you have an OEM endorsement. If your vehicle requires OEM glass for ADAS performance, you may be able to request an upgrade approval or pay the difference yourself.
Let us help you through the claim process from start to finish. Call us: