CONSUMER ALERT: What you should know about cracked windshield replacements & auto insurance
Recently, I noticed about a two-foot-long crack in my 2021 Toyota RAV4 Prime XSE’s windshield. That is when I discovered what a hassle it can be to get that windshield replaced in such a way that it would be as good as what was originally on my vehicle.
My auto insurance policy includes zero deductible windshield replacement. I expected the process — from making a claim to getting my windshield replaced — at no out-of-pocket cost to me — to be a relatively straightforward process.
The first thing that I did was phone my (large, well known, national) insurance company to start the process to get my cracked windshield replaced.
New cars have various driving safety systems that utilize a camera that is mounted directly behind the windshield. As my insurance company correctly told me: “Your vehicle camera may not operate properly until it has been recalibrated … so you should not rely on the operation of camera-linked systems until the camera system has been properly recalibrated.” They said my zero deductible windshield replacement would include that recalibration. So far, so good.
They also told me that: “We are prohibited by law from requiring that repairs be done at a specific automotive repair dealer. You are entitled to select the autobody shop to repair damage covered by us.”
However, they went on to say this: “We have recommended an automotive repair dealer that will repair your damaged vehicle. We recommend you contact any other automotive repair dealer you are considering to clarify any questions you may have regarding services and benefits. If you agree to use our recommended automotive repair dealer, we will cause the damaged vehicle to be restored to its condition prior to the loss at no additional cost to you other than as stated in the insurance policy or as otherwise allowed by law.”
They recommended a large, national, heavily advertised windshield repair and replacement company that they have some sort of direct working relationship with.
That recommended repair would include an aftermarket windshield — not the Original Equipment Manufacturer’s (Toyota’s) windshield. In response to my stated preference for a Toyota windshield, my insurance company told me that if I wanted a Toyota windshield, that could cost me over $500 beyond what they would pay.
Furthermore if, as I wanted, to have my Toyota dealer’s award-winning autobody shop do the work, according to Toyota’s rigorous standards and procedures (17 pages for the windshield installation and another 17 pages for the recalibration), I would have to pay for the entire repair out-of-pocket, and then submit a request for reimbursement afterwards. That shop was the Toyota Carlsbad Collision Center, Toyota’s “2024 Certified Collision Center of the Year.”
At first, I decided to take the easy route and accept my insurance company’s recommended shop, complete with the use of an aftermarket windshield. That shop sent me this:
“It’s time to fix your glass! Your appointment details: Time: 2:00 PM. Please arrive at least 10 minutes prior to check in. Location: … Service: Windshield Replacement and Recalibration. Expected appointment duration: 2 to 3 hours. Balance due: $0.00”
This information, and what I learned independently, caused me to have serious second thoughts and to cancel that appointment. For example, I learned that some aftermarket windshields are not of the same high quality as an Original Equipment Manufacturer’s windshield. Imperfections causing distortion can impair the ability of the camera to send accurate information to the safety systems.
Furthermore, my Toyota dealer told me that their repair would require that my vehicle remain there overnight because Toyota specifies that the vehicle may not be driven for several hours (depending upon the temperature) after the windshield is adhered to the vehicle (for example, five hours cure time at 68-degrees Fahrenheit), so that the windshield (adhesive) would properly cure. The calibration process also can take several hours.
How could the insurance company’s recommended shop do everything — to Toyota’s standards — in only their stated two to three hours and using an aftermarket windshield?
My insurance company made it difficult for me to get this repair done to Toyota’s standards, and I will have to wait up to 7-10 business days to see if they will fully reimburse me for what I paid.
If you have windshield replacement coverage included in your auto insurance policy, consider my experience.
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Copyright © 2025 by Jan Wagner – AutoMatters & More #879r3
Jan, what an interesting story and good advice, all rolled into one. I’m happy, as I’m sure you are, that you didn’t use the drive through repair shop with the non-OEM windshield. But you probably missed the free cheeseburger and fries they offered while you were waiting.
I believe I told you the story of the windshield repair years ago on my 2006 Jeep SRT8. While I was in the waiting room of the famous national chain, I could see the technician dabbing the epoxy on the rock impact spot with his finger. That all he did!
Years later, the cracks started to spread, so I Googled the best windshield repair shops in my part of PA. I found one highly recommended and who would use authentic Jeep parts. He came to my house with his mobile workshop and did a wonderful job. He followed all the requirements that you describe. I didn’t drive it for 24 or so hours, and every worked perfectly.
Great photos. I love your red Toyota! David.
Thanks David,
I was way too close to getting my windshield replaced in the 2-3 hours quoted by that national chain. I’m sure glad that I avoided that.
Jan