failure rate in the same series of tests. In
addition, Belron Technical tested more
than 150 windshields in cold weather
conditions over 18 months, reporting
that 80 percent of chips cracked while
those that had been repaired had a zero
Why is this? A chip is different in today’s thinner glass. Years ago, a “
bull’s-eye” or “half-moon” chip was very common and rarely cracked out. However,
with today’s thinner glass, a “starburst”
chip is the most common, containing
hundreds of tiny cracks that can spread
under stress. During a repair, resin fills
those micro-cracks, creating a new bond
and a structurally sound windshield.
There are many different types of resin
on the market—some better than others.
Some will shrink, making the risk for further cracking higher. Some will discolor,
affecting the visibility of the driver. For
this reason, it is unwise to opt for do-it-yourself kits or companies that do not use
top quality resins.
In addition to preventing further
breakage and being a cheaper alterna-
tive to replacement, windshield repair
is more environmentally friendly than
windshield replacement. In terms of CO2
emissions, repair is nearly 10 times green-
er and also substantially reduces waste. It
handled with excellence.
Technological advances will require the vehicle glass
repair and replacement industry to stay ahead of the
game and will require more specialized technicians.
is estimated that windshield repair saves
18,000 tons of glass from being sent to the
Driving Customer Loyalty
Finally, a positive repair service has the
potential to create policyholder loyalty.
In 2010, J.D. Power and Associates released a study finding that the most satisfied auto insurance customer is not one
who has never made a claim, but rather
one who has made a small claim that was
gate more severe damage while providing
a positive policyholder experience.
After all, claims handling really is a
“moment of truth” in the P&C insurance
Pete Pearson is senior vice president
of client sales and support at Safelite
Solutions. Pearson may be reached at
801-209-3477 or Pete.Pearson@Safelite.
com. Visit GlassClaim.com for more