Last updated 2023-08-24

Managing the customer's alternative transportation entitlements and needs

The collision repair program participant manages the customer's alternative transportation entitlement and needs.

When this applies

When attempting to meet a customer's alternative transportation needs, the participant must consider the customer's Loss of Use (LOU) coverage and responsibility for the loss.

Process

  1. Participant
    1. Determines how to proceed, based on responsibility and LOU coverage.
      When the customer is ... Then the participant ...
      responsible and has no LOU coverage provides Alternative Transportation Service (ATS) to satisfy the customer's needs, from the ATS Responsibility Date until repairs are completed, subject to ATS exceptions.
      Note: The process ends here.
      • responsible and has LOU coverage, or
      • not responsible

      determines whether they can provide ATS to satisfy the customer's needs.
    2. Proceeds according to the customer's alternative transportation needs.
      When ATS ... Then the participant ...
      satisfies the customer's needs provides ATS from the ATS Responsibility Date until repairs are completed, subject to ATS exceptions.
      does not satisfy the customer's needs, and the customer requires a rental vehicle advises their ICBC servicing claim centre by submitting a Repair Facility Support Request form - Direct Rental Referral at least 24 hours (excluding weekends and B.C. statutory holidays) before the ATS Responsibility Date.
  2. Claims support assistant (CSA)
    1. Manages the rental invoicing directly, subject to LOU coverage limits.
Parent topic: Responsibility for the customer’s transportation needs