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Discussion Starter · #1 · (Edited)
I found a 5" or so crack in the bottom of my windshield. It requires replacement as it extends to the bottom edge of the glass. The service tech at Safelite told me that their after-market windshield was not compatible with the Honda electronics mounted on the windshield. I confirmed this information with my Honda dealer.

My insurance company would not approve the OEM since my policy only covers after market (if available) and told me I would have to pay the $343 difference. Really? They expected me to accept an after market product that isn't compatible? I have challenged this with the insurance company, but as soon as it is resolved, I will add the OEM glass coverage to my policy. This has been a lot of hassle and frankly isn't worth the small amount added to my premium.

update: called the insurance agent and there is no way to add coverage for OEM replacement.
 

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Discussion Starter · #3 ·
Nationwide. The agent told me that they would intervene on my behalf if the adjustor continues to deny the OEM. Hopefully, this is a misunderstanding between Safelite and Nationwide -- there's no telling how well the problem was communicated to the claims dept.
 

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so your new technology car is not going to get 1st class service???

for years the OEm parts were be replaced by aftermarket years yep, nothing new.
 

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Nationwide is domiciled in OH. Contact the Ohio Department of Insurance and file a complaint. That's what they're there for. Highlight the fact that your vehicle's safety equipment is not compatible with an aftermarket windshield. Its worth a shot. Fine print or no fine print, you can't override safety equipment. That's like saying they're not going to repair the anti-lock braking system.
 

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Do you know if this crack is the result of a stone? There have been reports that twisting of the frame is causing this. If you can take a ballpoint pen and run it through the crack smoothly without it stopping then it wasn't a stone and Honda would be responsible.
 

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Nationwide is domiciled in OH. Contact the Ohio Department of Insurance and file a complaint. That's what they're there for. Highlight the fact that your vehicle's safety equipment is not compatible with an aftermarket windshield. Its worth a shot. Fine print or no fine print, you can't override safety equipment. That's like saying they're not going to repair the anti-lock braking system.
+1 here, and I live in Columbus Ohio and I don't have them. This and I worked in the car repair business in my younger days.
 

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You will need an official Honda document stating that only OEM windshields are compatible with the safety equipment. Without this it is only your word against the insurance company regarding need to the OEM windshield.
 

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Discussion Starter · #11 ·
time to look at other ins. cos.
I have no clue what the Safelite office communicated to Nationwide, so I've opened my own case with an adjustor. At this point, I can only be hopeful that Safelite didn't take the time to fully explain the problem.

Do you know if this crack is the result of a stone? There have been reports that twisting of the frame is causing this. If you can take a ballpoint pen and run it through the crack smoothly without it stopping then it wasn't a stone and Honda would be responsible.
I can definitely feel a small chip along the crack. No clue how long it's been there since the crack is concealed by the black area at the bottom of the windshield.
 

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Nationwide is domiciled in OH. Contact the Ohio Department of Insurance and file a complaint. That's what they're there for. Highlight the fact that your vehicle's safety equipment is not compatible with an aftermarket windshield. Its worth a shot. Fine print or no fine print, you can't override safety equipment. That's like saying they're not going to repair the anti-lock braking system.
For auto (and all other) insurance issues, you go to the regulator of your state of residence, not the state the company's HQ happens to be located in. This applies to auto, homeowners, travel, even extended warranties.
 

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We have a 2016 Pilot EL-L W/ sensing package.

Had to replace the windshield and had 'push-back' from our insurance co. relating to OEM glass.

On page 491 of the (Pilot) owners manual (OM) it CLEARLY states that OEM glass is mandatory for sensing equipped vehicles.

Of course the insurance co. would NOT give me an email/fax to forward a copy of the page...but after my due diligence we did receive OEM glass.

Please do not be afraid to ask for a manager/specialist @ your ins. company.

Find that page in the OM and you will have proper glass.

I did threaten my insurance company with small claims court if they FORCED me to install inferior glass which disabled the safety systems installed (at a premium price) on my Pilot.

Best of luck!
 

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In my manual (2018) it's on page 479 under the "Front Sensor Camera" heading, on the right side of the page.

Scratches, nicks, and other damage to the windshield within the camera’s field of vision can cause the system to operate abnormally. If this occurs, we recommend that you replace the windshield with a genuine Honda replacement windshield. Making even minor repairs within the camera’s field of vision or installing an aftermarket replacement windshield may also cause the system to operate abnormally. After replacing the windshield, have a dealer recalibrate the camera. Proper calibration of the camera is necessary for the system to operate properly.
Don't forget to get them to include sensor system recalibration in the estimate, probably isn't cheap.
 

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Nationwide. The agent told me that they would intervene on my behalf if the adjustor continues to deny the OEM. Hopefully, this is a misunderstanding between Safelite and Nationwide -- there's no telling how well the problem was communicated to the claims dept.
I was an adjuster for Nationwide for over 31 years and per the policy, if there is no true replacement for a part, then OEM is required. If the aftermarket part functions identically to the OEM part, then the policy provides like kind and quality. Most newer adjusters know nothing about cars and just put the information in a computer and it does the estimate. If you don't get satisfaction, I found a call to the Nationwide President was the most effective. The word trickles down very rapidly and scares everyone to death. A call to the insurance commissioner's office works but it takes a little longer. The squeaking wheel is the one that gets the grease. OEM vs aftermarket has been an argument for years but the parts have to perform the same.

PS. I see you are from Virginia where I worked and to put it mildly, the claims department is not what it used to be.
 

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Discussion Starter · #16 ·
I was an adjuster for Nationwide for over 31 years and per the policy, if there is no true replacement for a part, then OEM is required. If the aftermarket part functions identically to the OEM part, then the policy provides like kind and quality. Most newer adjusters know nothing about cars and just put the information in a computer and it does the estimate. If you don't get satisfaction, I found a call to the Nationwide President was the most effective. The word trickles down very rapidly and scares everyone to death. A call to the insurance commissioner's office works but it takes a little longer. The squeaking wheel is the one that gets the grease. OEM vs aftermarket has been an argument for years but the parts have to perform the same.

PS. I see you are from Virginia where I worked and to put it mildly, the claims department is not what it used to be.
From the many phone calls I've made, I think Safelite is the weak link in this problem. Although the tech did tell me about the problem with aftermarket, he asked me if I wanted to proceed with it anyway. Outrageous! I have a suspicion that the Safelite Solutions office handed down the opinion that I wasn't covered for OEM.

The Nationwide adjuster did advise that there have been recent corporate memos sent out about handling this type of problem, so I am more hopeful for a good resolution.
 

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Do you know if this crack is the result of a stone? There have been reports that twisting of the frame is causing this. If you can take a ballpoint pen and run it through the crack smoothly without it stopping then it wasn't a stone and Honda would be responsible.
I don't know how true it is but over on the Ridgeline forums, people are reporting that the electric wiper deicer causes the windshield to crack at the bottom.
 

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I found a 5" or so crack in the bottom of my windshield. It requires replacement as it extends to the bottom edge of the glass. The service tech at Safelite told me that their after-market windshield was not compatible with the Honda electronics mounted on the windshield. I confirmed this information with my Honda dealer.

My insurance company would not approve the OEM since my policy only covers after market (if available) and told me I would have to pay the $343 difference. Really? They expected me to accept an after market product that isn't compatible? I have challenged this with the insurance company, but as soon as it is resolved, I will add the OEM glass coverage to my policy. This has been a lot of hassle and frankly isn't worth the small amount added to my premium.

update: called the insurance agent and there is no way to add coverage for OEM replacement.
I haven't had any windshield issues but i remember someone else saying here that the only thing after they replaced the glass was that they needed to have the electronics "calibrated" at the dealer.

Did you ask if that was the issue? I can't see aftermarket glass made for the truck not working but crazy if they dont honor it
 

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From the many phone calls I've made, I think Safelite is the weak link in this problem. Although the tech did tell me about the problem with aftermarket, he asked me if I wanted to proceed with it anyway. Outrageous! I have a suspicion that the Safelite Solutions office handed down the opinion that I wasn't covered for OEM.

The Nationwide adjuster did advise that there have been recent corporate memos sent out about handling this type of problem, so I am more hopeful for a good resolution.
When I said the claims department is not what it used to be was not because of the employees. Back in the "good old days" , the adjuster saw the cars, wrote the estimate and decided what parts were used within the rules of the company. Nationwide and most other larger companies have now gone to a direct repair system where the vendor (body shop, glass shop, restoration contractor, etc.) handles the claim by making the estimate, sending the photos to the company and what parts to use as determined by the computer estimating system authorized by the insurance company. The insurance company goes along with reinspections and reviews. It raises the cost of repairs but cuts the overhead costs (Loss ratio=% of each dollar of money that goes to customers against the overhead and profit). Insurance regulators determine rates and other rules based on loss ratio. The insurance companies have replaced experienced adjusters that knew a lot about cars with good younger and cheaper employees that know how to run a computer but little about cars.
 

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Some time back there were several people who had to have their windshields replaced on their new CR-V. I wonder if one did a search and read those old posts if they might learn more about how these were handled. Just a thought...
 
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