Manage a tow request for a vehicle determined to be a total loss at a collision repair program facility

Tow requests for vehicles determined to be a total loss are managed by ICBC estimators and claims support assistants.

Process

1. ICBC estimator
   1. Rejects the estimate assignment in Mitchell WorkCenter.
   2. Advises the collision repair facility of the status of the vehicle.
   3. Completes the
      • Total Loss Worksheet (CL30) form, and
      • Total Loss valuation.

      Note: Refer to Complete and upload a Total Loss Worksheet for more information.
   4. Contacts the customer to inform them that the vehicle is a total loss and advise them of next steps, such as
      • arranging the removal of personal belongings and license plates, and
      • towing of the vehicle to ICBC salvage.
   5. Confirms the total loss by updating the Total Loss Tracking tab in the Vehicle Incident screen in ClaimCenter, selecting
      • Yes, and
      • 060 - Central Estimating Facility location for the Total Loss Assignment Location and Lien Search Assignment Location.

      Note: For rolling total losses, the Total Loss Assignment Location is 045 - Kelowna is selected.
   6. Updates the total loss action items for the claim in ClaimCenter, including
      • advising the customer of the total loss
      • updating the estimated salvage amount, and
      • indication of Total Loss Valuation received.
   7. Adds the vehicle items and non-vehicle items in the Location Tracking tab.
2. Collision repair facility
   1. Determines if the vehicle is ready to be towed.

      If the vehicle is ...	Then the collision repair program participant ...
      ready to be towed	completes and submits the Repair Facility Support Request form - Towing request.
      not ready to be towed	contacts the customer to arrange collection of personal belongings prepares vehicle for tow from facility as discussed with ICBC estimator, and completes the Repair Facility Support Request form - Towing request, entering all pertinent details required to facilitate the tow. Note: The participant is required to submit the Repair Facility Support Request form to ICBC prior to moving a vehicle to a tow holding yard or ICBC salvage, if applicable. If the participant is also an off-site salvage yard, storage cannot be billed to ICBC if the Repair Facility Support Request form has not been sent.

3. Claims support assistant
   1. Retrieves the Repair Facility - Tow to Salvage activity.
   2. Sends tow request to tow company.
   3. Updates the Salvage tab to Add salvage action details to Release Vehicle for Sale, if a completed Vehicle Ownership Transfer Agreement (CL96) is received.