Last updated 2021-10-28

Collision repair program participants handling a system outage

Collision repair program participants follow specific steps when submitting estimates and supplements during a system outage.

When this applies

A system outage is preventing the repair facility from accessing Mitchell Connect or Mitchell Cloud Estimating (MCE).

Note: When a system outage occurs, the repair facility must
  • create estimates and supplements manually, and
  • then input the information when the system connection is restored.

Procedure

  1. Contact Mitchell Technical Assistance Center (TAC) to report the outage.
    Note: Contact Mitchell TAC at 1-800-448-4401.
  2. Contact ICBC estimating to confirm
    • the claim number
    • the vehicle registration, and
    • that the claim still qualifies for Express Repair.
  3. Complete a manual estimate or supplement, and fax the estimate or supplement to ICBC estimating.
    Result:

    ICBC estimating

    • approves the manual estimate or supplement and faxes an approved copy to the repair facility
    • requests changes, or
    • arranges a site visit to view the damage.
  4. Retain a copy of the approved estimate or supplement.
    Note: ICBC estimating also retains a copy of the approved estimate or supplement.
  5. Enter the claim information electronically once the connection with MCE is regained by
    • requesting the claim assignment information
    • entering the information from the approved estimate or supplement into MCE, and
    • submit it for approval through MCE.
    Result:

    ICBC estimating

    • approves the estimate or supplement on WorkCenter (WC) after comparing it to the manual copy, and
    • discusses any discrepancies with the repair facility.
Parent topic: Collision repair program