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Agreements in Automotive Glass
In the motor insurance sector in Portugal, an agreement is a commercial arrangement entered into between an insurance company and an automotive glass service provider network. These agreements regulate the relationship between the parties and define set prices, execution deadlines, quality standards and direct billing procedures.
In practice, when an agreement exists, the policyholder can go directly to the approved provider (such as Carglass, Glassdrive or ExpressGlass), present the policy number and have the glass repaired or replaced without needing to pay any amount upfront. The provider bills the insurer directly, and the customer only pays the deductible, if applicable.
Advantage for the policyholder: simplified process, no upfront payments, and access to a network of providers with quality standards controlled by the insurer. Learn more about QIV -- Isolated Glass Breakage coverage.
Agreements benefit both parties. For insurers, they guarantee competitive prices negotiated in volume, quality control, service traceability and fraud reduction. For providers, they ensure a steady flow of customers referred by the insurers and certainty of payment within the agreed deadlines.
The three major networks operating in Portugal -- Carglass (Belron), Glassdrive (Saint-Gobain) and ExpressGlass (Cary Group) -- hold agreements with almost all insurers operating in the national market. There are also agreements with independent retailers and local workshops, although on a smaller scale. For more details about the providers, see our service providers page.
Main Insurers in Portugal
The Portuguese motor insurance market is led by a group of national and international companies, all of which have active agreements for automotive glass. Meet the main players:
| Insurer | Group | Typical Agreements |
|---|---|---|
| Fidelidade | Fosun / CGD | Carglass, Glassdrive, ExpressGlass |
| Tranquilidade | Generali Group | Carglass, Glassdrive, ExpressGlass |
| Allianz | Allianz SE | Carglass, Glassdrive, ExpressGlass |
| Ageas Seguros | Ageas Group | Carglass, Glassdrive, ExpressGlass |
| OK! teleseguros | Ageas Group | Carglass, Glassdrive, ExpressGlass |
| Liberty Seguros | Liberty Mutual | Carglass, Glassdrive, ExpressGlass |
| Zurich | Zurich Insurance | Carglass, Glassdrive, ExpressGlass |
| Caravela | Grupo Caravela | Carglass, Glassdrive, ExpressGlass |
Note: agreements vary over time and may include specific conditions by policy type. Always confirm with your insurer or broker which approved providers are currently active for your policy.
Service Request Channels
There are several ways to initiate the process of replacing or repairing automotive glass under your insurance policy. Each channel has distinct advantages:
Telephone -- Insurer's direct line
Most insurers provide a dedicated claims telephone line, often freephone (800 numbers). When you call, the operator registers the claim, provides the case number and directs the policyholder to an approved provider. This remains the most widely used channel in Portugal.
Online -- Insurer apps and portals
Insurers such as Fidelidade, Tranquilidade, Allianz and OK! teleseguros allow glass claims to be filed directly through the app or customer area on their website. The process is entirely digital: the customer fills in the details, uploads photographs of the damage and receives instructions for scheduling the service.
Insurance broker or agent
The policyholder can contact their insurance broker or agent directly, who handles the entire claim on their behalf. This option is ideal for those who prefer to have a personal contact who knows the policy and can guide them in choosing the provider.
Directly to the provider
The approved networks -- Carglass, Glassdrive and ExpressGlass -- accept direct requests. The customer contacts the provider (by phone, online or in person) and provides the insurance details. The provider then takes responsibility for validating the coverage with the insurer and scheduling the repair or replacement service.
The Role of the Broker and the Insurance Agent
In Portugal, a significant percentage of motor insurance policies are sold through agents and brokers. These professionals play an important role in the automotive glass claims process:
- Qualified intermediary -- the agent knows the policy conditions and can quickly clarify whether the damage is covered, the deductible amount and which providers are approved.
- Claims filing -- can handle the entire administrative claims process, saving the policyholder time.
- Guidance to the best provider -- based on their experience and market knowledge, they can recommend the most suitable provider in terms of proximity, speed and quality.
- Follow-up -- in the event of difficulties or complaints, the agent acts as the customer's representative with the insurer.
Agent vs. Broker: what is the difference?
An insurance agent typically represents one or more insurers and sells their products. An insurance broker acts independently, representing the customer's interests and comparing offers from multiple insurers. Both are regulated by the ASF (Insurance and Pension Funds Supervisory Authority).
Policyholder Rights
When filing an automotive glass insurance claim, policyholders in Portugal have a set of fundamental rights:
- Free choice of provider -- the policyholder may choose any workshop or specialist centre to carry out the service, even if it is not part of the insurer's approved network. In this case, they may need to pay upfront and request reimbursement afterwards.
- Right to equivalent quality glass -- the policyholder has the right to have glass installed that meets the same technical specifications as the original (OEM) glass. If the vehicle has features such as rain sensors, heating or an ADAS camera, the replacement glass must be compatible.
- Transparency of conditions -- the insurer must clearly inform about applicable deductibles, approved providers and procedures.
- Complaints -- if the service provided does not meet expectations, the policyholder may file a complaint with the insurer, the provider, the insurance company's customer ombudsman or the ASF.
- No impact on no-claims bonus -- filing a QIV claim does not affect the motor insurance no-claims bonus tier.
Important: even when opting for a non-approved provider, the insurer is obliged to reimburse the cost of the service within the limits set out in the policy. Check the general and specific conditions of your contract.
How to Request the Service Step by Step
The process of replacing or repairing automotive glass under insurance is simple and quick. Follow the steps below:
Contact the insurer or your broker
Call the insurer's claims line, use the app/online portal or contact your insurance broker. Have the policy number, vehicle registration and a description of the damage to hand.
Obtain the case number
The insurer assigns a case number (or claim number) that identifies the incident. This number is essential for the provider to validate coverage and bill the insurer directly.
Choose the provider
Select an approved provider (Carglass, Glassdrive, ExpressGlass) for a process without upfront payments, or freely choose another workshop of your preference. See the list of providers in Portugal.
Schedule the service
Contact your chosen provider and schedule the date and time. Many centres offer online scheduling and have mobile units that travel to the customer's location.
Service carried out
The technician carries out the glass repair or replacement. If the vehicle has ADAS systems, front camera calibration is performed as part of the same service. The average time for a replacement is 60 to 90 minutes.
Direct insurer-provider payment
If the provider is approved, billing is done directly between the provider and the insurer. The customer only pays the deductible (if applicable). If the provider is not approved, the customer pays the provider and requests reimbursement from the insurer.
Tips for Saving on Automotive Glass
Some strategies that can help minimise costs and make the most of your automotive glass coverage:
- Repair instead of replace -- when the chip on the windshield is small (smaller than a 2-euro coin) and is not in the driver's field of vision, repair is possible, faster and frequently exempt from any deductible. Learn more about the types of services available.
- Act quickly -- a small chip can spread due to vibrations and temperature changes, making repair impossible and requiring a full windshield replacement.
- Use approved providers -- the process is smoother, with no upfront payments, and some insurers waive the deductible when the customer uses the approved network.
- Check the policy deductible -- before filing a claim, confirm the deductible amount. In rare cases of damage to low-value side windows, it may be more cost-effective to pay directly.
- Negotiate conditions at renewal -- when renewing your policy, ask your broker to include QIV with a zero deductible or deductible exemption for chip repairs.
Extra tip: QIV coverage covers all vehicle glass -- windshield, side windows, rear window and, in many policies, also the wing mirrors and panoramic sunroof.
Frequently Asked Questions about Glass Insurance
Yes, provided the policy includes Isolated Glass Breakage (QIV) coverage. This coverage is included in most comprehensive insurance policies and can be added to third-party insurance upon payment of an additional premium. QIV covers the repair or replacement of all vehicle glass, including the windshield, side windows and rear window.
It depends on the policy conditions. In most QIV insurance policies in Portugal, small chip repairs carry no deductible. For a full replacement, there may be a deductible typically ranging from 0 to 150 euros, depending on the insurer and contractual conditions. Some insurers waive the deductible when the policyholder uses an approved provider.
Yes. The policyholder has the right to freely choose their service provider, even if the insurer has agreements with specific networks. However, by choosing an approved provider, the process is simpler: payment is made directly between the insurer and the provider, without the customer having to pay upfront. If you opt for a non-approved provider, you will need to pay for the service and request reimbursement from the insurer.
An agreement is a commercial arrangement between an insurer and an automotive glass service provider network (such as Carglass, Glassdrive or ExpressGlass). This arrangement defines set prices, deadlines, service levels and direct billing procedures, allowing the policyholder to have the glass repaired or replaced without needing to pay upfront.
No. In Portugal, filing an Isolated Glass Breakage (QIV) claim is not considered a claim for no-claims bonus purposes. This means your bonus tier is not affected and your insurance premium does not increase for having used this coverage. This is one of the great advantages of having active QIV coverage on your policy.