Written by Steve Wolfe
Following the transition of Family Insurance claims handling to UniBan, automotive glass businesses across British Columbia began sharing concerns with the ARA regarding payment delays, pricing practices, labour rates, and claims administration processes. As similar concerns emerged from businesses throughout the province, the ARA consolidated that feedback and brought it forward through ongoing discussions with UniBan, Family Insurance, and Definity Insurance.
Those discussions led to a deeper examination of the issues. The concerns raised by industry prompted internal reviews and audits focusing on pricing anomalies, payment delays, and communication processes. During discussions with the ARA, Phil D’Alimonte, Vendor Management at Definity Insurance, acknowledged the importance of industry engagement, noting:
“If not for industry being vocal, we would not have known about the issues and made changes.”
That recognition underscores an important principle: constructive change depends on engaged businesses willing to share their experiences and organizations willing to listen and act.
The resulting collaboration between industry, the ARA, and Family Insurance produced significant improvements. The $1,000 approval threshold that had generated many complaints was removed, average payment timelines were reduced from approximately 20-30 days to an average of eight days, and pricing practices were standardized using a NAGS-based pricing model.
In July 2026, those improvements were further reflected in an updated service level agreement that included:
- NAGS pricing less 19% discount.
- Labour reimbursement of $150 (flat rate).
- Urethane kit allowance of $76.
- Calibration allowances of $240 for static calibrations, $240 for dynamic calibrations, and $480 for dual calibrations.
- Chip repair reimbursement of $139.
A formal escalation process for claims where the standard labour allowance is insufficient is now in place.
- Escalation Process – Where $150 Flat Rate is insufficient
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- Email escalations@uniban.ca , cc: stephanie.longair@definity.com
Request review (provide evidence of time needed)
This request is then forwarded to Family who writes an estimate to confirm, authorization then provide to Uniban who then authorize the extension
Note: to date, there have been no reported refusals.
Additional improvements are still underway, including the development of a new claim’s portal intended to simplify and accelerate the claims initiation process.
This outcome is a strong example of what can be accomplished when industry participants engage in the process. Members identified issues affecting their businesses, the ARA provided a forum through which those concerns could be organized and advanced, and Family Insurance responded by reviewing the issues and implementing meaningful changes.
Advocacy is most effective when it is supported by active industry participation and constructive collaboration. By bringing together the experiences of members and the willingness of industry partners to engage, the ARA helps create opportunities for practical solutions that strengthen the automotive glass industry for everyone