Cheap but poor Customer Service from First Alternative

missile · 25 February at 10:54AM

I have a cracked windscreen and need to get it replaced ASAP.

My car is less than 3 years old and I understand I can insist on OEM replacement screen

I contacted Autoglass Monday 23.02.2026 and they told me that this would need to be authorised by First Alternative

I contacted "customer service" Wednesday 25.02.2026. She took all my details and told me to contact Autoglass. I told her I had already done that. She told me she would pass me on to the correct department.

Next agent once again took all my details and again told me to contact Autoglass. I told her I had already done that. I tried in vain to get an answer to my question, i.e. am I entitled to a OEM windscreen. She told me that I must deal with Autoglass. Once more I told her Autoglass said they need authorisation from First Alternative. She kept repeating contact Autoglass.

I would add that both agents were not very polite and had difficulty understanding my British accent despite me spelling the registration phonetically. Back ground noise was an issue, perhaps they work from home?

Rodders53 · 25 February at 11:21AM

Read your Insurance Policy… It should be in there.

Policy Booklets | First Alternative

Most vehicle insurers require you to accept a pattern part to the same as OEM spec by their tame companies… sometimes only OEM parts are available for specific vehicles anyway.

OR pay a much larger Windscreen Excess to get it replaced at your choice of Vehicle Dealer or another windscreen replacement company with whatever you want. A quick read suggests their cover is a max of £100 towards the new screen if you opt for that way. How much is an OEM screen installed and cameras etc,, recalibrated?

missile · 25 February at 12:10PM

Thanks for your comment

I understand all that from reading my policy document and other posts on social media. However several said "if car is less than 3 years old one can insist on OEM replacement screen at no extra cost". Hence my question to First Alternative after Autoglass said they would need approval from them.

My complaint is with their customer service. This is a simple question which First Alternative could/would not answer and gave me the run around.

My post reflects similar complaints from other users: "

First Alternative generally receives mixed reviews, with many customers praising competitive pricing and ease of use, while others report issues with customer service and claims handling.