What Insurance Agents Need to Know About OEM Glass Denials

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Allstate Auto Glass Has Been family owned & operated in Massachusetts for two generations

Allstate Auto Glass, a sponsor of our weekly emails, wrote the following article to help our insurance agent readers better understand the issues involved in OEM Glass Denials

Every car maker partners with a specific glass factory to produce the original equipment manufactured (OEM) auto glass. This glass is made to the manufacturer’s exact specifications to ensure it fits the vehicle perfectly and that all accessories attached to the glass (Advance Driver Assistance System or ADAS cameras, rearview mirrors, heads-up display, rain sensors, etc.) work as designed.

That sounds good, right? However, getting insurance approval for an OEM windshield when aftermarket glass is available is becoming more difficult every year.

The main reason is cost. Let’s look at a typical windshield replacement cost billed through comprehensive insurance. This example is for replacing a windshield on a 2017-2022 Honda CR-V with ADAS.

• Aftermarket Windshield Part# FW4537GTY – $901.03
• OEM Windshield Part# 73111-TLA-A11 – $1,389.89

If an insurance carrier can reduce the cost of a claim by $488.86 (35%) by using aftermarket glass, they should – this helps keep costs and the agent’s loss ratios low. But that’s assuming the quality and safety of the aftermarket product is equal to OEM.

Lately, however, the conversation around OEM vs. aftermarket glass has grown louder and more complicated. At least one major national glass provider has distributed flyers to agents suggesting there’s no difference between aftermarket and OEM glass. This claim contradicts the real-world experience of many shops. At the same time, one of the nation’s largest insurers has announced it will no longer automatically approve OEM windshields, adding more friction to an already strained process.

Meanwhile, auto manufacturers continue to emphasize that OEM matters. Ford, for example, stated in an October 2022 position paper:

“It simply cannot be overstated how much the importance of using OEM glass in collision repairs has grown, due to the substantial and accelerated deployment of ADAS technology. OEM glass will only become more important, as ADAS features continue to become more prevalent, complex and more integrated into other vehicle systems.”

And in April 2020, Subaru issued this statement:

“…if windshield glass replacement is performed on a Subaru vehicle equipped with EyeSight, calibration is required after the windshield is replaced. Always perform the “Inspection” and “Adjustment and check” of the stereo camera after windshield glass replacement. If Subaru genuine windshield glass is not used, it may affect the ability of the EyeSight system to be properly calibrated.

Aftermarket or substitute structural, body, mechanical or electrical repair parts are not covered under any Subaru warranty or Subaru Added Security agreement. Subaru of America, Inc., is not responsible for any resultant damage caused by the use and/or installation of any aftermarket substitute part(s).”

These industry messages are directly at odds. One urges agents not to worry, while the others are a clear warning from the people who design the safety systems. That puts insurance agents in a difficult spot, especially when client trust is on the line.

How is Aftermarket Glass Different from OEM Glass?

Aftermarket glass is a copy of OEM glass, and some copies are better than others. Patents and Copyrights on OEM parts require aftermarket producers to vary the product in some way to avoid litigation. They may make the part slightly larger or smaller, or change another aspect entirely.

The differences don’t stop there. The brackets that secure safety systems are critical to ensure those systems function correctly. A camera bracket that is not in the correct spot or made of the wrong material will create issues after replacing the windshield. Most ADAS camera brackets are made of metal for OEM windshields. We have seen a trend where Aftermarket windshields come with plastic brackets. ADAS cameras can get hot, and in one instance, the ADAS camera melted the aftermarket camera bracket. In many other cases, the aftermarket camera bracket is bonded to the glass in the wrong spot, making it impossible to aim the camera correctly during calibration.

Glass shops know which aftermarket manufacturers and parts will not calibrate. When we receive a glass claim for a vehicle that uses these defective parts, we request OEM glass from the carrier’s glass network based on past ADAS issues with that part. We are utilizing our expertise to make the replacement process go as smoothly as possible for the policyholder. However, in many cases, regardless of past issues with an aftermarket part, the OEM request is denied if an aftermarket part is available locally.

In vehicles without ADAS, aftermarket glass generally works with some tradeoffs in color or fit. However, ADAS-equipped vehicles are much more sensitive to defects in manufacturing, and even minor differences can cause all ADAS functions to shut down.

What the Law Says and Doesn’t Say

There’s a common misconception that state laws require OEM glass for newer vehicles. While some states have laws protecting the use of OEM parts, those protections usually apply to crash parts, not glass.

In Massachusetts, Chapter 90, Section 34R of the General Laws requires insurers and repairers to disclose when using non-OEM crash parts. However, the law narrowly defines “crash parts” as exterior sheet metal or plastic panels, not glass, which leaves auto glass replacement, including OEM windshields, outside the scope of the law’s protection. That leaves glass in a legal gray zone, where cost-cutting policies drive decisions more than consumer safety standards.

The Industry’s Cry for Help

The Independent Glass Association (IGA) recently issued an open letter calling on insurers to rethink their denial of OEM parts. In it, Executive Director Gary Hart writes:

“The use of OEM glass often follows explicit OEM requirements/recommendations to ensure the safety and functionality of vehicles post-repair. However, it has been observed that claims involving required recalibration frequently only authorize aftermarket glass which fails to meet these recalibration standards, leading to additional repairs and increased costs. We respectfully urge your organizations to prioritize safety and efficiency by authorizing OEM glass when OEM guidelines dictate its necessity for proper recalibration.”

The Agent’s Dilemma

Insurance agents pride themselves on delivering seamless claim experiences and building client trust. But when policies deny OEM parts, especially in cases where they’re warranted, it puts everyone (customers, shops, and agents) at a disadvantage.

Agents don’t write policy language, but they do write recommendations. Most agents would never knowingly direct their customers toward a repair path that leads to delays, failed calibrations, or unexpected out-of-pocket costs. Many agents are unaware until they get an angry phone call from an insured stuck in this situation.

Knowing which vehicles require special handling and which shops do the job right allows agents to advocate for better outcomes early in the process. That level of insight not only protects the customer but also protects the agent’s reputation.

Real-World Scenarios For Your Clients

Some insureds are informed about the importance of OEM and ADAS and will insist that their carrier approve it. Others may pay the difference out of pocket if they can afford it. Many are frustrated, expecting the insurer to approve the right part, not force them into a cheaper alternative to save money.

This issue is becoming increasingly common. While some carriers understand the safety value of OEM and approve it without issue, others (especially national or regional carriers) deny it unless the vehicle is under 2 years old or has fewer than 20,000 miles.

This situation gets even messier with leases: If a vehicle lease requires OEM parts and the shop installs aftermarket glass, the leasing company will replace the glass and charge the customer when the customer returns the vehicle.

What Insurance Agents Can Do

OEM glass denials aren’t just a repair issue. They’re a customer experience issue. Agents can play a significant role in preventing headaches before they start.

• Ask questions: When referring clients to auto glass providers, make sure they handle ADAS calibrations properly and understand when OEM parts are necessary.
• Educate clients: Let customers know that not all auto glass is the same and that not all insurance policies automatically approve OEM parts.
• Advocate early: If a vehicle is newer or has no aftermarket match, help your client make the case for OEM approval upfront.
• Know your laws: Understand the limits of what state regulations cover and where glass may fall outside those protections.

The Bottom Line

Drivers expect that when their insurance covers a glass replacement, it will be done right, the first time, without compromise. OEM glass denials undermine that trust, especially when they lead to failed calibrations or safety system malfunctions. With many carriers focused on reducing claims costs, a simple glass loss can become a real mess for the consumer and auto glass providers. Some carriers dictate a process that ultimately costs them more in terms of time spent resolving the many issues that arise from denying OEM glass up front.

Agents who stay informed, build relationships with reputable glass shops, and advocate for safe, OEM-compliant repairs will reduce claim friction and build stronger, longer-lasting relationships with their clients.

And that’s worth more than saving a few bucks on a piece of glass.