Insurance glass replacement step by step

A crack spreading across the windscreen or a broken side window is both a safety and a budget problem for most drivers. If your comprehensive policy includes glass cover, the process can be much easier than you think. In this guide we explain insurance-covered glass replacement step by step and answer the most common questions.

Important: the scope of cover, the excess, the effect on your no-claims discount and the choice between original and equivalent glass depend on your policy. Always rely on your policy and your insurer for definitive information; we also check your policy with you at the start of the process.

1. Does your policy include glass cover?

Most comprehensive policies include glass breakage cover, but the scope varies. Some policies cover only the windscreen, others cover all glass. Some apply an excess for glass damage, others don’t. Some add-on packages or standalone glass insurance products may also cover glass damage.

What to check:

• Is there glass cover, and which windows does it include?
• Is there an excess or contribution?
• Does a glass claim affect the no-claims discount?
• Is there an approved-repairer requirement?

2. Photograph the damage and contact us

Take a few clear photos of the damage: the whole windscreen, a close-up of the crack or break, and one where the chassis number on the registration document is readable. Then call us or fill in the get a quote form. Sharing your car’s make, model and year helps us identify the right glass faster.

3. Documents you need

The process usually requires:

• Vehicle registration document (a photo may be enough)
• Driving licence
• Policy number or policy document
• ID details and phone number of the registered owner

In some cases the insurer may ask for more information or an assessment. We tell you in advance which documents are required.

4. Opening the claim

Once your documents are complete, the claim is opened in the way your policy allows. With the insurers we work with, we can open and follow the claim on your behalf. After the insurer’s approval, the installation appointment is scheduled. For the list of partner insurers and the general process, see our insurance glass replacement page.

5. Choosing the glass: original or equivalent?

Depending on the policy terms, insurers may approve original (car-maker branded) or OEM-equivalent glass. Equivalent glass is made to the same standards by glass manufacturers who also supply car makers. If your car has a rain sensor, heated windscreen, acoustic glass or camera bracket, the chosen glass must support these features. We check this before ordering.

6. Installation and ADAS calibration

After approval, installation can be done at our service centre or on site in suitable areas. A windscreen replacement takes 45–60 minutes on average, and the car is handed back after the adhesive’s safe drive-away time. If your car has a lane-keeping or emergency braking camera, ADAS calibration follows the replacement. Whether calibration is covered also depends on your policy; we clarify this when the claim is opened.

7. Handover and warranty

After installation you receive a coded warranty certificate for workmanship and sealing. You can verify it on the warranty check page with your code and the last 4 digits of your phone number. We have collected what to watch out for in the first days in our article After a windscreen replacement: what should you watch out for?.

Frequently asked questions

Does a glass replacement create a claims record?

Glass damage is usually assessed under a separate cover. Its effect on your claims history and no-claims discount depends on your policy and your insurer’s practice. We recommend asking your insurer about this before the claim is opened.

Can insurance be used for a stone chip as well?

Many policies also cover the repair of small chips. Chip repair is both faster and more economical than replacement, and early action increases the chance of saving the glass. For details read When does a windscreen chip spread?.

How long does the process take?

If the documents are complete and the insurer’s approval comes quickly, installation can be done the same day or the next. Approval times vary by insurer and the type of claim. If the glass is not in stock, we tell you the order time in advance.

What if I don’t have insurance?

If you have no comprehensive or glass cover, we carry out the replacement as a paid service and send you the glass options for your car with their prices.

For other questions see our FAQ page or simply call us. Let’s check your policy together and follow the process for you.