Last updated 2019-10-30

Resolution of unsatisfactory or unsafe repairs

ICBC may become involved in resolving unsatisfactory or unsafe repairs in a claim.

ICBC involvement

ICBC does not recommend or guarantee the work of any particular repair facility, and is not responsible for the quality of repairs performed by suppliers. When the customer or an estimator identifies unsatisfactory or unsafe repairs during a repaired vehicle inspection, ICBC may assist in resolving the issue.

Unsatisfactory and unsafe repair concerns may be brought to the Supplier Conduct Committee for further review.

ICBC estimators and the estimating services manager are involved in resolving problems related to unsatisfactory work in the following situations.

Type of issue	Details
Failure to comply with the instructions on the Estimate or Appraisal.	ICBC is involved in the resolution.
Repair-related items that do not affect the roadworthiness of the vehicle.	ICBC directs the customer back to the original repair facility, and gives the supplier an opportunity to correct repair deficiencies to resolve the problem directly with the customer. Note: If the issue is not resolved, then the estimating services manager takes all reasonable steps to assist the customer.
Unsafe repairs or repairs that affect the roadworthiness of the vehicle.	ICBC is involved in the resolution. Note: The estimating services manager must be notified of all unsafe repairs.