Insurance companies often have a special name and phone number for their auto glass claims programs, but seldom do they mention that the claim is actually being handled by an Auto Glass Network. Most of the networks are telephone call centers owned and operated by large retail auto glass replacement companies.

When you call the 800 number for your claim, the glass network's computer brings up a screen with the name of the glass claims program for your specific insurance company. They know before they answer the phone which insurance company covers the caller.

When they answer the phone, they identify themselves with the name of the insurance company even though the person answering the phone is an employee of the glass shop's network. The network employee determines who they want to do the job. If your claim is large, or more expensive with good profit potential, they will try to "steer" the job to one of their own company stores. If it is a smaller claim with lower profit potential, they will send the job to one of the low price glass shops in the area. The temptation to steer jobs is so widespread that there are presently lawsuits throughout the country seeking to bar this kind of coercion.