My Glass, a nationwide mobile auto glass fitment enterprise, has streamlined claims and fitment processes to slash the time brokers spend following up on claims, and dramatically improve customer experience.
My Glass founder and MD Gary Stieger explains that My Glass was established to eliminate the pain points associated with replacing smashed auto glass. “We’re a digitally-driven business, constantly innovating to make processes more efficient for all stakeholders – customers, brokers and mobile service teams. This efficiency reduces the cost of claims, and boosts customer satisfaction,” he says.
Working with all major insurers, My Glass has become the service provider of choice for many of them and has also been named an OUTsurance’s OUTperform award winner for 2024.
Stieger says My Glass’s close collaboration with insurers has given the group in-depth insights into the challenges facing brokers, and informed some of the efficiencies built into its systems.
“One issue brokers traditionally complained about when dealing with claims was a lack of communication. Non-mandated brokers in particular would not know what the status of their claim was. They wouldn’t know which branch it was at, had the client been contacted, whether the glass had been ordered, or if there were delays. To get that information, they had to go either through to a call center, or they would have to contact the client and get information from there. And they would very rarely have contact with the service provider itself,” he says.
“Through our systems, My Glass keeps the broker who registered the claim informed from start to finish.”
He says this significantly reduces the resources and time required to track processes. “In our very first pilot project, the system halved the number of people our client needed in their call centre because it reduced the number of touch points. “Our system now allows the broker, insurer and client to see exactly what’s going on, and communicate directly with us,” Stieger says.
Stieger says: “Brokers can track Customer Satisfaction Ratings and the NPS to ensure their clients are happy. For brokers who are mandated can view the quote and they can approve the fitment directly on the system to ensure that the process is as quickly and professionally as possible.”
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Clients are delighted with My Glass’s convenience and efficiency. With tens of thousands clients served last year at sites ranging from homes and offices to airports and golf courses across South Africa, My Glass has a Net Promoter Score in the early 90s and a Customer Satisfaction Rating to match.
Another pain point My Glass is helping insurers and brokers overcome is attempted fraud and spurious complaints from clients.
Stieger notes that some clients may claim to not have received the service they should have, or claim that their vehicle was damaged during the fitment process. To mitigate this risk, My Glass has full pre- and post-fitment inspections with photographs, and is also introducing bodycams for fitment technicians, providing a complete audit trail of the fitment process.
Stieger says: “We are setting new benchmarks in service and client experience and we’re not just talking about it, we are genuinely doing that, ask any of our clients about their experience.”