HSG was formerly known as Harmon Auto Glass, first founded in 1949. In 2004 we divested our glass service centers (retail stores) and expanded our service footprint to include a much broader menu of claim services than just automobile glass repair and replacement. Today, HSG is one of the largest and most unique Third Party Administrators (TPAs) in the insurance industry - providing auto glass claim management solutions for insurance and fleet customers.

We offer significant reductions in overall claim severity and administrative costs by providing competitive pricing and excellent service to our customers, their policyholders and drivers.

At HSG, we operate 24/7/365 to provide the solutions our customers demand. We customize our solutions based upon our client's vision and mission to ensure we are an extension of their overall business operation.

Developing a New Market Model
Many years ago, auto glass claim solutions set a new standard for high-volume, lower-priced, “nuisance” claims. Solutions from providers like HSG delivered seamless service, with only one call required to both report the claim and set a same or next day service appointment. Formal provider networks ensured reputable service across the country. Proactive provider management to repair and billing standards helped reduce costs. And, insurers could track and manage their glass program via previously unavailable consolidated management reporting. But HSG was not content to rest on its laurels. We wanted to address areas where insurance carriers were seeking more from auto glass programs.

We have been able to create a new market model to address what clients told us they want:

• A more personal policyholder experience.
• The best service on every claim.
• The same great economic benefits, but without a high level of provider and agent pushback

The Complete Solution
We have made important enhancements to deliver a truly superior policyholder experience on every claim, with less effort and hassle for our clients. HSG’s “Complete Solution” provides:

• Customer Intimacy Program
  Our customer intimacy program supports this strategy by developing customer-specific training for everyone within our organization who has any involvement with our customers. We can handle any need our customers may have - from taking the First Notice of Loss, to scheduling the job and completing the billing process.
• Attractive, Predictable Economics
  We offer maximum economic predictability for our clients, and are completely flexible in creating a pricing model to meet your needs. We also deliver the highest repair rate by qualifying and completing more repairs than other third-party administrators, via our dedicated repair specialist network.
• Rapid Response and a Caring Call
  Our friendly, “small town” staff is dedicated to the kind of personal care that policyholders seek when they have just experienced a loss. As outlined in more detail below, our CSRs are trained on the client’s culture and approach. And as always, an appointment is set on the first contact.
• Performance-based Claim Assignments
  Claims without policyholder preference are assigned to the best provider via a patented algorithm, using performance metrics that are continuously updated. We manage a separate repair specialist network to deliver the highest repair rate in the industry. Of course, policyholder preference is always honored.
• A Superior Network with Less Hassle
  HSG’s affiliate network is run based on “free market” economics, whereby providers offer their price to HSG to compete for claim assignments based on service and value performance. Because we are independent of any store ownership position that competes with providers, they trust us to deliver the volume when they perform. As a result, we get stronger industry participation and are able to offer the brands preferred by agents and policyholders.
  
  HSG takes care of running the network. There is no need for clients to set program pricing or deal with the billing fraud associated with tier-based county pricing. This removes important sources of auto glass industry friction and helps reduce the associated push-back on current auto glass programs. It also means that agents can see their preferred providers get business – as long as the provider delivers great service and value. HSG is basically returning competition to the auto glass industry.
• More Comprehensive Invoice Auditing
  HSG audits to NAGS standards, but we all know that those standards can be inflated. So, HSG manages shops to realistic industry standards. We also factor billing compliance and integrity into the claim assignment algorithm

About Our Contact Centers
Our fully operational 24 l 7 l 365 contact center is strategically located in Eau Claire Wisconsin, to take advantage of the superior local workforce. We currently employ 250 full-time and part-time associates and have the capacity for a 425-seat call center. We can quickly add incremental staff as business needs dictate, due to several agreements with local staffing and training agencies.

Our call center team goes through extensive classroom and call floor training around insurance terms/industry and customer service, as well as Customer Intimacy training based on the client’s program, culture and needs. We utilize industry benchmark data to ensure we exceed customer expectations. Our standard uses the metric of answering 80% of all calls within 20 seconds, with a less than 5% abandonment rate.

We provide all call statistics to our clients via a real-time, web-based portal so that they can access our performance at any time. Clients are assigned a National Account Coordinator who acts as a liaison between HSG and the client’s operations to ensure optimal program execution. We also have frequent meetings with our clients to discuss call center performance and to review and enhance program results.

About Our Network
Unlike vertical retail and wholesale companies that offer claim solutions as a means to direct business to their own stores or wholesale customers, we operate an “open,” independent network. We are delighted to work with any qualified shop that meets our performance requirements. Since we are not compelled to send business to our own stores or wholesale customers first, we are typically able to provide more shops in a given area than our competitors.

We allow shops to compete for non-preference claims based on their service and value… that’s fair. And since we are independent, they trust us to deliver. As part of our “Complete Solution,” we are initiating a shop report card that will help providers understand how to improve in order to earn more claim assignments.

Our network members must comply with installation standards set forth by the Auto Glass Replacement Safety Standards (“AGRSS”) for windshield replacement, and in accordance with National Windshield Repair Association (“NWRA”) recommended practices for windshield repair. Further, each auto glass replacement must meet or exceed the performance standard set by the original equipment manufacturer.

Finally, we go the extra step in our network shop agreement to insist upon installation standards that satisfy the Department of Transportation FMVSS 212 and 216, as well as all applicable federal and state laws. With adhesives and installation safety impacted by cure times, we also insist that shops “provide vehicle drivers with appropriate cautions concerning the manufacturer’s adhesive cure times and drive-away times.”