Steps on handling a billing discrepancy.
When this applies
When a request for payment contains:
- a discrepancy between the Estimate or Appraisal and the work done or parts supplied, and
- a discrepancy that may be intentional.
Procedure
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ICBC representative
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Refers the case to the Manager Estimating Services.
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Manager Estimating Services
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Reviews the case.
| When ... |
Then the Manager Estimating Services ... |
| repairs have been completed satisfactorily and there appears to be no intent to mislead ICBC or the customer |
- discusses the issue with the customer and the supplier, and
- agrees to a revised repair invoice.
Note: The process ends here.
|
| repairs are not acceptable |
instructs the supplier to complete all repairs, as contained on theEstimate or Appraisal. |
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Supplier
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Completes repairs according to the Estimate or Appraisal.
Note: The supplier will not be paid until the vehicle has been properly repaired. The supplier will also be responsible for any alternate transportation required by the customer.
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Manager Estimating Services
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Places the supplier on notice (both verbally and in writing).
The notice states that if there is failure to abide by the terms and conditions of the Estimate or Appraisal in the future, it may result in:
- immediate termination of their supplier number, or
- such other sanction deemed appropriate by the Supplier Conduct Committee.