Confirm repair facility for a Vendor Unit repair

Determine the customer’s choice of repair facility, and towing plans for a non-driveable vehicle, that meets the Vendor Unit criteria for repair authorization and towing arrangements.

When this applies

You have taken a customer’s claim and determined the vehicle:

  • is not drivable, and
  • meets the Vendor Unit criteria.
Important: If you are not sure that the Vendor Unit can handle this claim, contact the Vendor Unit directly.

Procedure

  1. Determine if the customer has confirmed a repair facility to take their vehicle too.
    If the customer ... Then ...
    has confirmed that the repair facility can take the vehicle today

    note the following on the claim:

    • name, address and phone number of the customer’s chosen repair facility or dealership
    • telephone number where the customer can best be reached
    • current location of the vehicle, and
    • accessibility of the vehicle.

    Note:

    If the customer lives in an apartment, is the vehicle accessible by a tow truck?
    • has not confirmed that the repair facility can take the car today, or
    • does not know the name of the repair facility

    advise the customer to contact the:

    • repair facility to confirm it can take the vehicle today, and
    • Vendor Unit at 604-587-7182.

    ICBC will not arrange to tow the vehicle until the customer provides Vendor Unit the repair facility details.

    Note:

    Vendor Unit hours of operation are

    • Monday to Friday 8:00 a.m. to 5:00 p.m., and
    • Saturday 8:00 a.m. to 2:00 p.m.
  2. Advise the customer of the process to use a non-supplier repair facility, if this is the customer’s decision.
    • Explain that these repair facilities do not invoice / bill ICBC directly, and
    • advise customer that they will need to:
      • pay the repair facility for their repairs
      • apply to ICBC for reimbursement, and
      • if the vehicle is non-drivable due to damaged tires, the customer needs to book an ICBC estimate appointment to bring in the damaged tires and receipts, so the estimator can determine any depreciation. Vendor Unit would not handle this type of claim.
    Note: Examples of non-suppliers include Canadian Tire, Sears, and Costco.
  3. Advise the customer to have their keys available for towing.
    Note: If the customer is not available for the towing of their vehicle, the customer should give their keys to the repair facility.
  4. Answer any customer questions.
    Note: If the customer wants to know when their vehicle will be towed, advise them to contact the Vendor Department, which tracks towing.
Parent topic: Repair facility