A representative of a major insurance company recently attended several third-party random audits of Auto Glass Safety Council™ (AGSC) Registered Member Companies. The audits observed were conducted by a representative of Orion Registrar, the firm that administers the audit program for the AGSC.
The third-party audit program (also known as the validation program) provides AGSC Registered Member companies the means to validate their compliance to the current ANSI/AGSC/AGRSS™ Standard through independent third-party assessment. AGSC Company Registration and use of third-party audits is the benchmark of competence for those rendering auto glass replacement services.
Jean Pero, chair of the AGSC’s accreditation committee, was in attendance during the recent audits as well and notes that the insurer learned a great deal about the audit process during his observations. All AGSC Registered Member Companies are required to undergo random onsite reviews on a regular basis. Companies are audited to ensure compliance with the AGRSS™ Standard.
“Having been involved with the development of the AGRSS™ Standard and with AGSC for so many years, I take for granted that all Registered Member Companies and insurance companies understand the audit process,” says Pero. “How wrong I was. The insurance company representative was under the impression that we would check paperwork in the office of the shop being audited, discuss the installation process and be on our way.
“However, he was very surprised and impressed with the depth and thoroughness of the entire process,” she continues, “and that it included actual audits of the technicians.”
Additionally, Pero says the representative was struck by “the competence of the shops audited.”
“An out-of-the-ordinary issue came up on the first audit, and the tech was textbook-perfect in his process,” she says. “Our guest was truly impressed.”
Pero also was able to spend a good deal of time discussing auto glass safety.
“It was very enlightening for me to spend several hours one-on-one and answer questions concerning safe windshield installations, the AGRSS™ Standard and its history,” says Pero, who adds that she hopes other insurance company representatives might follow this representative’s lead.
“It would be a tremendous value if additional insurance company representatives would attend an audit to witness the incredible process practiced by the shops,” she says.
Insurers interested in observing an AGSC audit may contact the AGSC at info@agsc.org for more information and to set up their visit to an upcoming audit. They take place all over North America, so even visiting one close by should not be a problem.