Last updated 2020-02-03

Notifying about a non-driveable delay

ICBC and the collision repair program participant work together when repairs to customer non-driveable vehicles are delayed due to work volumes.

When this applies

When the participant experiences delays to starting vehicle repairs for non-driveable vehicles due to work volume, and cannot immediately provide Alternative Transportation Service (ATS), they can contact ICBC. In such cases, ICBC may notify the customer before towing their vehicle.

Procedure

ICBC

Contacts the customer before towing the vehicle, as required.

When the customer is...	Then ICBC...
at fault, and has not purchased Loss of Use (LOU) coverage	contacts the customer to advise that their chosen collision repair program facility is unable to provide ATS until the facility’s calculated Wait Time ATS Responsibility Date.
at fault, and has purchased LOU coverage	contacts the customer to advise that their chosen collision repair program facility is unable to provide ATS until the facility’s calculated Wait Time ATS Responsibility Date, and explains how this delay risks exhausting the customer’s purchased Loss of Use coverage.
not at fault	decides whether to contact the customer for a second choice of repair facility, and proceeds to step 3. Rationale: ICBC may try to mitigate costs paid under Third Party Liability coverage. Note: If the decision is not to contact the customer, then the program participant is not responsible for providing ATS until their calculated Wait Time ATS Responsibility Date. Additional grace days are not applicable.

When the customer is...

Then ICBC...

at fault, and has not purchased Loss of Use (LOU) coverage

contacts the customer to advise that their chosen collision repair program facility is unable to provide ATS until the facility’s calculated Wait Time ATS Responsibility Date.

at fault, and has purchased LOU coverage

contacts the customer to advise that their chosen collision repair program facility is unable to provide ATS until the facility’s calculated Wait Time ATS Responsibility Date, and
explains how this delay risks exhausting the customer’s purchased Loss of Use coverage.

not at fault

decides whether to contact the customer for a second choice of repair facility, and
proceeds to step 3.

Rationale: ICBC may try to mitigate costs paid under Third Party Liability coverage.

Note: If the decision is not to contact the customer, then the program participant is not responsible for providing ATS until their calculated Wait Time ATS Responsibility Date. Additional grace days are not applicable.

Customer
1. Decides whether to go to another repair facility.
  
  Note: When the customer chooses not to change their repair facility, then the program participant is not responsible for providing ATS until their calculated Wait Time ATS Responsibility Date. Additional grace days are not applicable.
Participant
1. Completes the pre-repair process by
  - providing estimate or supplement
  - performing the teardown, or
  - ordering parts as required
2. Contacts ICBC if the non-driveable vehicle is an obvious total loss.
3. Starts repairs to the vehicle.
  
  Note: The participant contacts ICBC if repairs to a non-driveable vehicle start before the Wait Time ATS Responsibility Date as calculated by the Wait Time Calendar Days formula.
ICBC
1. Updates the ATS Responsibility Date to the repair start date in the claim file, as necessary.