Recent consumer research reveals a striking problem in the UK motor insurance market: misconceptions around windscreen damage are influencing driver behaviour and costing both customers and insurers money. In a survey of 500 UK drivers conducted by Autoglass® in July 2025, a significant proportion admitted to believing myths about windscreen repair and replacement, leading to unnecessary claims and avoidable long-term costs.

This insight provides a valuable opportunity for the motor insurance industry to better understand customer decision-making and improve overall customer experience.

The Myths Costing Time and Money

According to the research:

• 39% of drivers believe that claiming for a windscreen replacement through their insurance will reduce their no-claims bonus. While policies differ, most insurers do not penalise chip repairs under the no-claims bonus scheme
• 31% think the same is true for a chip repair
• 33% mistakenly believe replacing a windscreen is a simple swap requiring no ADAS recalibration
• 24% assume a chip outside their line of vision doesn’t need urgent repair

These misconceptions often lead to drivers delaying repairs or avoiding making a claim altogether, turning what could have been a simple, low-cost chip repair into a full glass replacement.

The Impact on Claims Costs and Seasonal Risks

Left untreated, small chips can grow or crack due to changes in temperature, road vibration, or even a minor bump. Seasonal extremes such as hot summers or freezing winders, can accelerate this damage making timely repair even more critical.

 Early intervention is not only the most cost-effective solution but also the fastest way to keep customers safely on the road. Prompt chip repairs:

• Prevent cost escalation: Simple repairs cost less than full replacements, helping insurers keep claim costs down.
• Reduce vehicle off-road time: Quick, same-day repairs minimise disruption for customers and ensure vehicles are back on the road sooner.
• Support sustainability goals: According to internal Autoglass® analysis, typically generate 80% less carbon emissions than replacements. The Belron Responsibility Report estimates that in 2024 alone, a repair vs replacement avoided emissions equivalent to 100,000 return flights between London and New York.

To further reassure customers, every Autoglass® chip repair comes with a lifetime warranty (for as long as they own the vehicle), giving policyholders confidence in the quality and durability of the fix.

ADAS Complexity: More Than Just Glass

A third of drivers wrongly believe that windscreen replacement is just a “simple swap.” With the rapid adoption of Advanced Driver Assistance Systems (ADAS) across the UK car parc, this misunderstanding creates risk.

Modern windscreens are integral to vehicle safety systems such as lane departure warnings, adaptive cruise control, and emergency braking. Any replacement typically requires precise and safe recalibration to ensure these systems function correctly. Failing to recalibrate after a replacement could compromise vehicle safety and potentially expose insurers to liability risk in the event of a subsequent incident.

An Opportunity for Insurers

The findings show there is a clear gap in consumer understanding. Insurers are in a strong position to help bridge this gap by providing clear, upfront guidance in policy documents, renewal notices and digital channels about:

• The difference between glass claims excess and standard vehicle repair excess for accidental damage
• Whether chip repairs affect their no-claims bonus (this may vary by insurer)
• The importance of early repair to avoid escalation, particularly ahead of hot or cold weather
• Partnering with trusted providers like Autoglass® to ensure customers receive expert advice,  high-quality service and lifetime warranty (for as long as they own the vehicle)

By engaging proactively, insurers can help customers make informed decisions that prevent claim escalation, reduce costs, and protect safety.

The Business Case for Early Intervention

Autoglass® data shows that a significant proportion of replacements could have been avoided if chips were repaired earlier. For insurers, the benefits of promoting early intervention are compelling. Reduced average claims costs are one of the clearest advantages, as chip repairs are considerably less expensive than full replacements, particularly in ADAS-equipped vehicles where calibration adds additional complexity and cost.

Early repairs also help improve customer retention. Fast, convenient solutions and a high-quality service from reputable professionals create positive experiences for policyholders, strengthening brand loyalty and reducing the risk of churn. Beyond cost and convenience, there are important safety implications. Properly maintained and recalibrated windscreens ensure that vehicle safety systems function as intended, reducing risk exposure for both customers and insurers.

In a competitive market, controlling claims costs while enhancing service quality is a key differentiator. Tackling windscreen myths and encouraging early intervention is an underutilised lever for achieving both outcomes, offering insurers a practical way to reduce expenses, improve customer relationships, and enhance road safety.

How Autoglass® Supports Insurers

As one of the UK’s leading vehicle glass repair, replacement and recalibration specialists, Autoglass® works closely with insurers to:

• Deliver nationwide coverage: Ensuring fast, convenient service for customers wherever they are.
• Provide expertise on ADAS calibration: Protecting driver safety and reducing liability risk.
• Educate customers: Offering clear, consistent advice on when and how to seek repair.
• Share data insights: Helping insurers understand emerging trends in driver behaviour and claims patterns.

The research highlights a widespread lack of understanding about windscreen claims that is driving up costs and introducing unnecessary safety risks. By working with expert partners to educate policyholders, proactively communicating their glass excess terms, and encouraging early intervention, insurers have a unique opportunity to improve customer experience, control claims expenditure, and enhance road safety.

For insurers seeking to deliver better outcomes for customers and their own bottom line, tackling these windscreen myths is an important step.

For more insights on how consumer perceptions are shaping claims costs and how proactive intervention can protect both customers and insurers, contact Autoglass®  today Autoglass® Business.

Survey of 500 UK drivers conducted by Autoglass®, July 2025. Sustainability impact based on internal Autoglass® analysis from the 2024 Belron Responsibility Report.

You can view the full report here: Belron Responsible Business Report 2024