The National Windshield Repair Association (NWRA) has launched an educational program about unnecessary repairs (i.e., repairs that are not necessary under the Repair of Laminated Auto Glass Standard™).

“NWRA members and our certified technicians are committed to doing proper repairs,” said NWRA president Rich Campfield.
“There may be a problem with a few bad apples that are not NWRA members out there that we want to take a stand on. It is alleged that direct marketers mostly in zero-deductible states are telling consumers that surface pits are breaks that need to be repaired and billing insurance for the repair. However, no one has been sued by any insurance company or prosecuted for insurance fraud for this.”

He continued, “Surface pits are not breaks. They do not crack out, therefore the NWRA does not condone charging for surface pits.”

Campfield cited the recent adaptation of the NWRA Code of Conduct as a step toward helping the industry and consumers become more educated about unnecessary repairs.

Campfield also stated that in 2011 and 2012 he personally did direct marketing of repairs with his employees at a car wash and quick lube. He personally does not believe that very many consumers “would be that gullible to believe that a surface pit needs to be repaired.”

He added, “All of us in the trenches, meaning those of us who actually do repairs and replacements in the field know that almost all of the fraudulent windshield repairs and insurance fraud are not being done by direct marketers but is happening when consumers call their insurance company’s phone number for a repair.”

Click here to see pictures of repairs completed on consumers’ vehicles who called their insurance companies for repairs.

“We strongly recommend insurers take a good look in their own backyards first if they are truly concerned about insurance fraud,” Campfield said. “We recommend insurers use current technology and require photographs of the (1) break; (2) insurance card (3) the vehicle; and (4) the finished repair. These should be taken and emailed on the spot to effectively end any and all problems.”