Offer & Acceptance Language Regarding Insignia/Logo Glass Took
Two Years to Develop, Says LYNX Representative
May 15, 2009
The recent addition to the State Farm Offer and Acceptance Agreement
(O&A) language took two years for the Bloomington, Ill.-based
insurer to develop in conjunction with LYNX Services, according
to Paul McFarland, director, programs administration, for the glass
|McFarland (right) participated in the IGA's
town hall meeting yesterday on a panel with members of the IGA
Board, including Bryan Yarborough (left).
"It's a big change and State Farm recognizes that it's a
big change," he told attendees at the Independents' Days Conference.
McFarland noted that the actual change to the State Farm policy
was implemented at the same time as the company stopped waiving
deductibles for windshield repair, but only recently announced the
change to program participants and began enforcing it.
McFarland compared the program to many health insurance programs
that only pay for "generic" prescriptions-and policyholders
may upgrade to insignia/logo glass, as long as they're willing to
pay the difference. McFarland also clarified the policy a bit.
"State Farm will pay for NAGS published list price parts according
to your program agreement," he said. "What State Farm
won't pay for is the Ford part number [when there isn't an associated
He also noted exceptions include cases in which there is no NAGS
part, or cases in which the company has records of a mechanical
issue with a particular NAGS part. LYNX keeps a database of these
issues, which McFarland said he would look into making open to O&A
"If you have a situation where there's a mechanical issue,
those are the kinds of things we need to trace back to a NAGS part
and place in our database," McFarland said. Bob Beranek of
Automotive Glass Consultants pointed out that one particular issue
he's found is that rain sensors in luxury cars don't always work
properly with generic replacement glass. McFarland said that he
believe this issue is included in the database in some form, though
he said that there are no fit or quality issues listed in the database
of which he's aware.
"That's always a challenge you [glass shop owners] have-buying
good, quality parts from reputable manufacturers," he said.
After several attendees noted particular repeated fit issues they've
had, McFarland said they should let LYNX Services know about these
as they encounter them.
"If you run into the same situation multiple times, we'd love
to know about it," he said. "We're as starved for information
as you are."
Ultimately, though, McFarland said that despite all the questions
and confusion regarding the recent implementation of the logo glass
change, the consumer does have the option of paying the additional
costs involved in having logo/insignia glass installed.
"Remember, the vehicle owner is the ultimate consumer who decides
what glass they want in their vehicle," he said.
Many still say, though, it comes back to the glass shop to relay
this change to the customer, who isn't always going to be happy
about this policy.
"We just try to be the customer's advocate and just let State
Farm and LYNX take the heat for a policy that's not very popular,"
said IGA board member Bryan Yarborough of Glass Doctor of Tampa.
Several attendees expressed frustration with the change.
One suggested that an OE riderso that the consumer could make
an "add-on" to his insurance policy so that State Farm
would pay in full for insignia logo glass-might be an answer.
"They added no room for flexibility," said Raymond Jones
of Absolute Glass Inc. in Columbia, S.C. "It's like they just
threw the gauntlet down and said 'there it is.'"
Another issue brought forth was what happens when the part with
a NAGS number isn't availableand how that might be proved
"Field support does have the ability to check Pittsburgh Glass
Works' inventory," McFarland responded. "It's a pretty
good representation of availability."
One attendee questioned whether State Farm might pay for shipping
on a NAGS part that has to be shipped, when logo glass is available
"Historically, it probably wouldn't have been authorized, but
that's something I'll talk to State Farm about," McFarland
McFarland's discussion was a last-minute addition to the conference.
State Farm representatives originally were supposed to provide a
session on the new policy, but cancelled their plans to attend based
on the outbreak of the H1N1 (swine) flu and a company-wide restriction
on travel. In addition, the scheduled tour of LYNX Services also
was cancelled due to the swine flu and concerns that attendees coming
from all over the nation might have been in contact with the illness
and might transmit it to LYNX employees.
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