Managing the customer's alternative transportation entitlements and needs

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

Process

1. Participant
   1. Determines how to proceed, based on responsibility and Loss of Use (LOU) coverage.

      When the customer ...	Then the participant ...
      is responsible and has no LOU coverage, or has exhausted their LOU prior to the Alternative Transportation Service (ATS)responsibility date	provides 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.
      is responsible and has LOU coverage, or is not responsible	determines whether they can provide ATS to satisfy the customer's needs.

   2. Proceeds according to the customer's alternative transportation requirements.

      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, who has LOU coverage, requires a rental vehicle	advises their ICBC servicing claim centre by submitting a Repair Facility Support Request form - Direct Rental Referral as per the topic, Collision repair program Alternative Transportation Service management policy

2. Claims support assistant (CSA)
   1. Manages the rental invoicing directly, subject to LOU coverage limits.