Last updated 2025-05-08
Collision repair program Alternative Transportation Service management policy
Collision repair program participants must meet the customer's requirements set out for the Alternative Transportation Service (ATS). The participant is responsible for determining if alternative transportation satisfies the customer's needs for the duration of the repair process, prior to theATS responsibility date.
Participants must use ATS to satisfy the alternative transportation requirements of customers with an authorized ICBC claim number, including
- discussing the alternative transportation requirements with the customer
- determining a solution that satisfies the customers needs during the repair process, and
- meeting the requirements set out for ATS.
Alternative transportation may include
- a taxi to and from work or home
- a shuttle to and from work or home
- public transportation costs
- any other form of transportation satisfactory to the customer, or
- an ATS replacement vehicle.
Important: The participant can contact an ICBC representative before the ATS responsibility date to determine whether other transportation arrangements can be made when the customer is unable to rent a vehicle due to the lack of a credit card.
Cost management responsibility for ATS
The participant is responsible for ATS cost management
- when they receive the customer's vehicle for the purpose of repair with an authorized repair estimate or claim number, and
- subject to the
- applicable grace day calendar, in the case of non-drivable vehicles, and
- ATS exceptions
Note: When a non-drivable vehicle arrives after the program participant's normal business hours, the vehicle's arrival date is counted as the following day.
In the event that the participant determines that they cannot manage the ATS requirements of a customer with Loss of Use (LOU) coverage, the participant must
- complete and submit a Repair Facility Support Request form - Direct Rental Referral 24 hours prior to the customer's appointment time, excluding weekends and provincial statutory holidays, for booked drivable claims, andNote: Participants cannot bill ICBC for ATS compensation upon submission of the form. For more information, refer to Section 10 of the Collision Repair Program guide.
- submit the repair estimate no later than two business days after the ATS responsibility date.
Exception: If the participant is unable to provide 24 hours notice, they must
- complete and submit the Repair Facility Support Request form no later than the end of day that a rental is required, and
- make the rental arrangements with the preferred rental supplier, if applicable.