Glass claim details gathered on the first call
A claim that starts with a missing policy number waits two days. The agent takes everything the claim needs on the first call, so your coordinator files it and orders glass the same morning.
A driver calls about a crack or a broken window that insurance is paying for.
Takes the insurer, policy or claim number, date and cause of damage, and the vehicle down to the options.
A claim ready to file, a booked replacement and a warm transfer when an insurer calls to authorize.
How it works
- Hears the story
Where it happened, when, and what hit the glass. A stone on the highway, a branch in a storm, a break-in at the mall lot.
- Takes the claim details
Insurer, policy holder, policy or claim number and the date of the damage, read back so a digit isn't lost.
- Gets the exact vehicle
Year, make, model and trim, the VIN from the dash or the ownership if they have it, and options like a rain sensor, heated wiper area or heads-up display.
- Opens the claim on file
Everything lands in the job as one claim, so your coordinator files it with the insurer instead of calling the customer back.
- Books the replacement
A tentative time once glass is likely in stock, with a note that it confirms when the claim is approved.
- Passes insurers through
When an adjuster or a claims line calls to authorize a job, they go straight to your claims coordinator with the customer's name first.
Example call
- CustomerHi, a crack just ran right across my windshield. I have glass coverage with my insurance.
- AI agentLet's get the claim started for you. Who's your insurer, and do you have your policy number handy?
- CustomerIt's with Prairie Mutual. Hang on ... 4471-0923.
- AI agent4471-0923, got it. When did the damage happen, and what caused it?
- CustomerYesterday on Highway 16, a stone from a truck.
- AI agentThanks. What's the vehicle? And if you can read me the VIN from the bottom corner of the windshield, that helps us order the right glass.
- Customer2020 Ford Escape. VIN's 1FMCU9H6... I'll text it to you instead.
- AI agentThat works, I'll send you a text to reply to. Does it have the camera up by the mirror for lane keeping? ... Okay. I've booked you for Thursday at 9 at the shop, and our coordinator Nadia will confirm once Prairie Mutual approves it.
After the call: Nadia has the claim with the insurer, policy number, date and cause of damage, and the 2020 Escape with its lane camera. The VIN arrives by text and attaches to the job, and Thursday 9:00 sits on the schedule as pending approval.
What your team gets
- A complete claim on file: insurer, policy or claim number, date and cause of damage
- The vehicle with VIN and glass options, so the right part is ordered once
- Replacements booked as pending until the insurer approves
- Adjusters and claims lines warm-transferred to your coordinator
- A daily list of claims waiting on a missing detail
Questions
Will it tell a customer their deductible?
No. It takes the claim details and books the job. Coverage and deductibles come from the insurer and your coordinator.
What if they don't have the policy number?
It books the job, notes what's missing and texts the customer a short request for it, so the claim isn't stuck waiting on a callback.
Can customers send a photo?
Yes. It texts a link and the photo of the damage or the VIN lands on the job for your coordinator.
What about side and back glass?
Same intake. For a break-in it also asks whether the window is open to the weather, so the shop can see it first.
Hear it on your phone
Request a demo call and the agent phones you, set up for auto glass like yours.