Glass and collision repair program updates
Change alert
Staff impacted
- All material damage (MD) staff
- Claims specialists
- Customer claims specialists
- Claims adjusters
Effective date
March 2, 2020
Summary of change
ICBC has redesigned its collision repair program and glass repair program to better serve their customers as part of the Rate Affordability Action Plan (RAAP). These changes will focus on increasing efficiencies to reduce costs and improve governance controls for ICBC, by holding participants in the program accountable to higher performance standards. With the new glass repair program taking effect, new topics have been created and existing topics have been updated in the Claims Procedures (CP), to address the redesign of the program.
New and updated procedures
Glass
- Sunroof and T-roof claims
- Policy on failed windshield repair
- Documentation required for customer reimbursement on a glass claim
- Glass only claim documents
- Glass Web Express
- Customer options for reporting a glass claim
- Policy on glass only claims at First Notice of Loss
- Manage a vehicle trade-in glass replacement at a non-participating glass repair facility
- Policy on initiating glass claim on trade-in vehicle
- Create glass only claim at claims office
- Glass claim qualification rules
- Process or retrieve a glass claim at a glass repair program facility
- Glass pricing and billing
- Types of associations
- Claims invoice types
- List of collision repair program and glass repair program facilities
Collision
- Review express repair disqualification criteria
- Confirm the loss type when prompted by ICBC
- Estimate identification protocol
- Sublet conversion to Alternative Transportation Service hourly compensation
- Override Express Repair failed rules for customers with no Own damage coverage
- Calculate total loss using repair costs versus actual cash value
- Apply alternative estimating
- Policy on collision repair program Alternative Transportation Service management
- Alternative Transportation Service Responsibility date
- Alternative transportation service
- Alternative transportation service compensation hourly calculation
- Manage an unsafe vehicle driven to a collision repair program participant
- Late return of alternative transportation service courtesy vehicle
- Excessive waits times at a collision repair program participant
- Apply Alternative Transportation Service courtesy vehicle allowance