Santam has appointed My Glass to its national auto glass panel following an extensive Request for Proposal (RFP) review process, a formal review conducted as part of Santam’s regular procurement and governance cycle. Although My Glass has been servicing Santam clients for the past four years, this appointment formalises the relationship and confirms My Glass as an approved motor glass repair and replacement supplier.
This decision supports Santam’s ongoing commitment to delivering consistent service quality, sustainable claims costs, national service coverage, improved turnaround times and cost effective customer solutions.
The RFP assessment considered several factors, including service performance, national footprint, turnaround times, customer experience, commercial sustainability, operational capability, quality assurance, strategic alignment and regulatory compliance.
In an increasingly competitive market, My Glass’s appointment reflects the growing importance of these criteria to insurers as they continue to focus on delivering quality, cost effective claims solutions while maintaining rigorous safety and service standards.
My Glass meets these requirements as a nationwide mobile auto glass fitment enterprise that has streamlined the claims and fitment processes, significantly reducing the time brokers spend following up on claims and improving the customer experience.
Gary Stieger, founder and MD of My Glass, explains that the business was established to eliminate the pain points associated with replacing smashed auto glass.
“Replacing automotive glass is an event usually associated with a traumatic experience – like an accident or a smash and grab. The most crucial aspect for the customer is for the job to be done quickly and done right, and for the service provider to make the process as swift and painless as possible,” he says.
“What sets us apart is our mobile first model. Our mobile fitment units deliver the same level of service and quality as a fixed fitment centre. Mobile fitment should be the first choice, not an add on, because it allows the fitment to take place at a time and place of the customer’s choosing.”
Total transparency
He adds that mobile fitment has robust processes in place to ensure that every job is properly recorded, signed off and auditable in the event of a dispute.
“Thanks to our integrated technology platform, Including WhatsApp, the entire process is quick and easy. Our fitment units travel to where the customer is, the parking lot at the mall, the office, the gym minimising disruption to their day.”
“The positive effect of this convenience should not be underestimated. Customers can continue with their day while our technicians meet them at the place most convenient for them. It eliminates the headache of travelling to a fitment centre and avoids the need to take time off work or leisure activities,” continues Stieger.
He notes that My Glass’s technology platform is ultimately what makes everything work, enabling head office to monitor every step of the process and keep a close eye on the key metric: turnaround times.
The My Glass system integrates directly into the insurer’s backend IT services, creating total transparency across the entire claims process – including for brokers and customers.
“Furthermore, we have developed an app that enables My Glass fitment centres to allocate work and track progress in a manner that is transparent to head office. Through this system, we keep the broker who registered the claim informed from start to finish.”
This significantly reduces the resources and time required to track processes, as the technology allows the broker, insurer and client to see exactly what’s happening and communicate directly with My Glass.
“As an approved Santam panel provider, following a rigorous RFP process, My Glass has demonstrated that it has the necessary skills, technology and, most importantly, the willingness to undertake the job at the customer’s convenience. We deliver a mobile solution that is transparent, technologically advanced, and will come to you, wherever you are,” concludes Stieger.