The IGA has announced the first step in its legal campaign to change industry practices, focusing this move on the language used by some Third Party Administrators (TPAs) and/or insurers in telephone scripts for initial claims.

"The primary tactic of the TPA's to dissuade consumers from the shop of their choice is to tell the caller that they may have out of pocket expenses," said Sue Johnson, IGA co-director. "To combat this, the IGA is compiling a database of auto glass shops who are willing to put it in writing that they will not ask the customer to pay the difference if the insurance company doesn't pay in full."

The list, once compiled, will be sent to the TPAs, along with a letter from the IGA demanding that they change their script when dealing with any glass shops on the list. Once provided with the list, if a TPA were to continue saying that a customer might be responsible for our of pocket costs, it could face legal action.

To be part of the list, independent glass owners are asked to write a letter addressed to the IGA. The IGA will then negotiate with the TPA on behalf of its members on the list.