Last updated 2024-02-22

Take an enquiry for child car seat reimbursement or replacement

Steps to take an enquiry for reimbursement and/or replacement of a child car seat, and to advise the customer how to apply to ICBC.

Prerequisites

A customer has reported a claim that had a child car seat damaged.

When this applies

A customer is enquiring about reimbursement and/or replacement of a child car seat.

Note: If a customer is enquiring about child car seat passenger safety, redirect the customer to contact the British Columbia Automobile Association (BCAA) Child Passenger Safety Program Information Hotline by phone at 1-877-247-5551.

Procedure

  1. Advise the customer that the details for ICBC's a child car seat reimbursement request process are available online at Get reimbursed for your car seat or booster seat (icbc.com).
    If the customer ... Then ...
    requires additional guidance
    advise the customer that by completing the reimbursement request through the online claims service (Claims Portal) or the PDF request form available on icbc.com they will either
    • receive a reimbursement for either the damaged child car seat or replacement child car seat with a receipt, or
    • receive a reimbursement of a pre-set amount based on declaration of child car seat type.
      Note: The PDF request form should only be used if a customer is unable to use the Claims Portal.
    does not require additional guidance
    • end the call with the customer, and
    • proceed to step 4.
  2. Provide additional details to the customer, using the procedure, Child car seat reimbursement types and eligibility policy.
  3. Provide the customer with details to set up direct deposit to receive reimbursement by electronic funds transfer (EFT).
    Note: Refer to Set up direct deposit to receive your payments on icbc.com for EFT information.
  4. Create a note to record a summary of the details exchanged during the call.
Parent topic: Child car seats