Safelite Imposes New Documentation Requirements

Safelite Solutions, a leading third-party administrator to the auto glass industry, has issued new policies and procedures for auto glass services companies to submit documentation for reimbursement for recalibration services.

Safelite’s new rules, to become effective as of April 23, 2021, will require glass shops to document pre- and post-scans and function results for all recalibration services performed and invoiced, according to a document sent to auto glass companies and obtained by glassBYTEs. This is in effect if the shop is performing the recalibration service or if a third-party recalibration company is performing the work on behalf of the auto glass shop. Copies of any sublet bill must be provided unless the sublet is a dealership.

“The issue is that Safelite is requiring time consuming documentation but not reimbursing for it,” said Peter Brown, president, Tiny & Sons Glass Co., Pembroke, Mass. “It used to be one call to the administrator that could take 24 hours. Now it is 3-5 phone calls and 48-72 hours to complete the process,” said Brown.

The increasing volume of vehicles that require exacting recalibration during the windshield replacement process and its relationship to Advanced Driver Assistance Systems (ADAS) and safety not only requires additional sophisticated training and expertise but a paper trail to ward off potential legal liability from automobile crash incidents. “I respect the need to require the documentation and prove that the vehicle camera was recalibrated correctly, but the administrators need to pay for the extra time it takes and respect dealership pricing,” added Brown.

The Safelite directive requires the pre-scan (DTC scan-analysis before recalibration) must be completed prior to recalibration and include:

  1. The VIN Number;
  2. The customer’s name;
  3. Year, make, and model of the vehicle;
  4. Technician first and last name;
  5. Manufacturer of the scan tool;
  6. Serial Number of the scan tool;
  7. Scan tool software version; and
  8. Date/time stamp of the pre-scan.

Then, the recalibration must be completed and include:

  1. Identify ADAS feature(s) for recalibration;
  2. The function result should display a system generated confirmation that the recalibration was successfully completed;
  3. Date/time stamp of the recalibration.

Finally, the post-scan (DTC scan-analysis after recalibration) to be completed after the successful recalibration procedure needs to include:

  1. Customer signature (suspended due to COVID-19);
  2. Date/time stamp of the post scan.

Auto glass shops will need to maintain the recalibration documentation for three years.

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5 Responses to Safelite Imposes New Documentation Requirements

  1. Scott Harkey says:

    Since when does that foreign-owned third party administrator / competitor make the rules?

  2. Robert Zantow says:

    When you agree to be in THIER network. You get the benefits of membership. They are subletting the work to you. THEY set the rules to cover thier @@@. Other wise they are just a billing office and have no say on how I do my work .

  3. George Weller says:

    Very few, if any, auto dealers will provide pre and post scans free of charge. Also, to the best of my knowledge, at least one large TPA does not authorize reimbursement to auto glass shops for shuttling the car to the dealer and back in sublet situations. This means that in some cases, the vehicle owner will need to schedule an appointment for the calibration at the dealer (which will likely be at least a day or two later) and will be operating the vehicle before it has been returned to its pre-loss condition. This could be considered a breach of the insurance contract. A third party claims administrator, nor the insurer that they process claims for, should be able to dictate the level of safety that providers offer policyholders.

    • Kris Griffin says:

      I know one of my calibration customers is having them hassle over the calibration report being signed there is no way to sign on the tool and as per Safelite them self the signature requirement has been waived due to Covid protocol. Don’t know who is worse them or DMV at making their own rules as they go and they can change from one minute to the next.Them as a TPA is a huge conflict of interest we can all agree if I had a crew answering the phones on one every job sent to my glass shop and I will get upset if I didn’t get the job so how is it OK for. Them to pose as the insurance company

  4. Larry says:

    Just another way of trying to rip off installation shops and steer more work to themselves saying other shops are not compliant.

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