Completing an express hit and run claim

Express shops handle a possible hit-and-run claim.

Process

1. Express Desk reviewer
   1. Reviews the claim to determine if it is a hit and run.

      When ...	Then ...
      no	proceeds to step 1b.
      yes	end of procedure.

   2. Reviews the repair estimate with their manager.
   3. Speaks to the participant about the repair estimate.
   4. Makes a detailed Note in ClaimCenter.
   5. Makes a Journal Note in WorkCenter.
   6. Creates a General Request activity.
      • Adds Hit and Run Rollover to the Subject.
      • Copies the ClaimCenter note into Description field.
      • Assigns the activity to the appropriate queue.
   7. Rejects the repair estimate in WorkCenter.
2. claim owner
   1. Reviews the claim.
   2. Performs one of the following options:
      • Denies the claim
      • Speaks with the registered owner (RO), and if an responsible claim is agreed upon the claim owner will have the repair estimate changed and the repair facility can proceed, or
      • Accepts the claim as a hit-and-run claim.
      Important: If customer does not agree with ICBC's decision, the claim owner

      • Requests their manager to connect the customer to discuss the decision.
      • If the customer still wishes to dispute, the manager
        • refers them to the Civil Resolution Tribunal (CRT), and
        • requests a Material Damage Operations review.