What Is Insurance Steering?
Steering happens when a customer is pushed toward a specific repair shop instead of being allowed to make their own choice. It can be subtle. Common examples include:
- Being told your local shop does not work with insurance — when that may not be true
- An app or website that makes it difficult or impossible to enter your preferred shop
- A phone representative who keeps redirecting you to a different provider
- Confusing or misleading information about price, warranty, or calibration designed to make you switch shops
You should be able to choose your preferred repair shop and make an informed decision without pressure or misleading information.
Scripts You Can Use
Feel free to copy and use these when speaking with your insurance company or writing a complaint.
What to Say to the Insurance Representative
"I would like to use my preferred repair shop. Please note my file accordingly and continue my claim using that shop."
If You Feel Pressured or Redirected
"I understand your recommendation, but I am choosing my own repair shop. Please do not change my selection."
What to Write in a Complaint
"I filed an auto glass claim and tried to use my preferred local repair shop. During the process, I was redirected, given conflicting information, or pushed toward another provider. I believe I should be able to choose my repair shop without pressure or misleading information."
How to File a Complaint
Gather any screenshots, claim numbers, and notes you have available
Write down the date, time, and a summary of what was said
File a complaint with the State of Illinois using the link below
Contact Glassworks if you need help understanding what happened
If you experienced pressure, redirection, or misleading information during your claim, filing a complaint can help document the issue.