Last updated 2020-03-02

Failed windshield repair

The glass repair program participant works with Provincial Glass Operations (PGO) when handling a failed windshield repair. A windshield repair failure occurs when a previously repaired chip or crack has spread beyond its original repaired state.

Policy

When a windshield repair failure occurs,
  • ICBC advises the customer to return to the glass repair program facility that completed the original windshield repair as identified on the previously paid Windshield Repair Invoice (CL14BXR)
  • the participant must contact PGO to confirm the failed windshield repair, and
  • PGO must associate the current windshield claim with the previous paid windshield repair claim.
Note: The windshield repair allowance will be deducted from the cost of the replacement when the failed repair is replaced at the same facility that performed the original repair.

The windshield repair allowance is deducted from the gross total of the windshield replacement costs upon PGO confirmation of a failed windshield repair.

Customer action and damage determination PGO action
  • Attends the facility that completed the original windshield repair, and
  • damage is confirmed as related to the previous windshield repair claim.

Creates a Failed Windshield Repair association activity in ClaimCenter.

Note: The previously paid invoiced amount for the repair is automatically deducted from the new invoice by the Glass Web Express (GWE) system.
  • Attends a different facility from the facility that completed the original windshield repair, and
  • damage is confirmed as related to the previous windshield repair claim.

Creates a Failed Windshield Repair association activity in ClaimCenter.

Note: The previously paid invoiced amount for the repair is not automatically deducted from the new invoice by the GWE system.
  • Attends the facility that completed the original windshield repair, and
  • damage
    • is confirmed as not related to the previous failed windshield repair claim, or
    • cannot be confirmed as related to a previous failed windshield repair claim.

Does not create a Failed Windshield Repair association activity in ClaimCenter.

Note: The previously paid invoiced amount for the repair is not automatically deducted from the new invoice by the GWE system.
Important: A participant must not submit a windshield repair estimate for payment in the GWE system if the windshield repair fails during the repair process.

Rationale

This ensure that
  • failed windshield repairs are identified and managed effectively in glass repair program, and
  • windshield repairs are performed in accordance with the windshield repair criteria as stated in the program guide.
Parent topic: Windshield repair policy