I just went thru this same routine with my insurer(and I'm also their AGENT!)...
- called SAFECO to file a claim to replace windshield - $0 cost glass repair/replacement
- Safeco referred me to SAFELITE(similar name, but not affiliated with Safeco), their 'preferred' glass repair/replacement vendor(you've seen the commercials)
- several days later I received a call from a 'rv specialists' from Safelite who took my specific motorcoach information, windshield size/style, etc... and any of my own preference to 'where' I'd like to have the work performed
- after several more days, I was finally contacted again and told that because of the size of the windshield, and the few providers that could perform the work, there was only a few options - mostly to drive to a small town nearby to a small shop(?)[I did not have confidence that this small mom and pop business would be able to handle this]
- I responded via email that I did not approve of the glass shop that they 'approved' and would like to use a major RV DEALERSHIP who deals with large coaches and repairs all day long for this type of windshield, NIRVC of Atlanta(Newmar, Entegra, Thor) - it's 100+ miles, but they also have elec/water for overnight, and a dump station, and allow their customers to stay as long as needed during repairs.
- another several days went by before I was contacted again, and told that since the dealer I requested could do the work, but would not sign off on a 'lifetime guarantee' that Safelite requires, they would not be approved to do the work under my insurance. I responded quickly that I didn't care about a 'lifetime guarantee' and would WAIVE any requirement.
- the next day, FINALLY, I was told that NIRVC could do the work - Safelite would need to find the windshield and have it shipped to them. Several days later, again, I was told that the glass would arrive approximately the following Friday - what day would I like to try to schedule the appointment? The next Monday.
- several days later I received a call from NIRVC and was told the glass was on the way and it would be ready for Monday morning - I was given the gate code and told I was welcomed to arrive anytime during the weekend, just pick any spot and enjoy.
- Monday morning a 'valet' stopped by and drove the coach over to one of the service bays while I went into the dealership, grabbed some morning coffee, and worked for a while on the computer. Later, I went back into the indoor lot and took a look at many of the new coaches, and found the service bay where the Palazzo was being repaired.... and.....
- I found that
NIRVC was not actually performing the work themselves, they had hired it out to
ABRA Glass Repair! Two vans were on site, and two men worked hard for several hours to replace the windshield, which is not easy - size, weight, and height of the windshield area makes it a difficult proposition... they almost dropped it once!(video)
good job NIRVC and ABRA