Steps to determine the identification of the tow type, destination, and company.
When this applies
Vehicle tow management is a multi-step procedure that involves the identification of the tow type, destination, and company.
Non-driveable vehicles require tows to various destinations throughout the claims process, in order to
- complete the Estimate or Appraisal
- be repaired, or
- sent to the salvage facility.
Procedure
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Identify current vehicle location.
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Identify the tow destination.
Determine whether the vehicle is to be towed to
- an ICBC facility
- a repair facility
- a customer’s residence, or
- a salvage facility.
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Identify the tow company.
If the tow type is non-captive, then select a tow company from the claims office tow rotation list.
-
Provide tow instructions to the tow company.
If the vehicle tow involves
- complex recovery
- handling a gas or fire damaged vehicle, or
- moving a vehicle
- more than 160 kilometers, or
- over water
then manage the tow handling exception.
-
Advise the repair facility of the vehicle arrival, if the vehicle destination is a collision repair facility.
The Claims Support Assistant may contact the collision repair facility or separately email them a copy of the External Tow Dispatch web form after it has been saved to the claim.