Process inconsistent vehicle damage for hit and run

The process of handling inconsistent vehicle damage for a hit and run claim.

Process

1. Collision repair facility
   1. Selects the Require Review box in the Send for approval section in Mitchell Connect prior to submitting the estimate to ICBC
   2. Creates a note stating 'ICBC to determine if damage is consistent with hit and run' in the Estimate remarks section of the estimate
2. ICBC Estimator
   1. Reviews the estimate, photographs, and repair facility remarks to determine if the damage is consistent with the type of loss.

      If the ICBC estimator determines the damages are …	Then the collision repair facility …
      consistent with a hit and run claim	proceeds with the claim.
      inconsistent with a hit and run claim	advises the customer to contact ICBC.

   2. Advises the vehicle damageexposure owner of their findings.
3. Hit and Run claims support assistant
   1. Contacts the customer and explains the conclusion.

      When the customer …	Then …
      accepts the conclusion	their claim is updated to either: single vehicle collision, or appropriate comprehensive cause of loss.
      does not accept the conclusion	file assignment is created at a claim office of the customer’s choice.

4. exposure owner
   1. Receives the claim assignment.
   2. Reviews the estimator's notes as well as available estimates and vehicle damage images.
   3. Consults with an estimator to determine if an appointment is required with the customer.
   4. Consults with the Special Investigation unit (SIU), if applicable.
   5. Contacts the customer and provides the options to process the claim.

      When the customer …	Then …
      accepts the damage is inconsistent with a hit and run	updates their claim to be: a single vehicle collision, or appropriate comprehensive cause of loss, and the process is complete.
      does not accept the damage is inconsistent with a hit and run	books an appointment with the customer and estimator to review the damages, and proceeds to step 5.

5. exposure owner and estimator
   1. Review the damage with the customer, and explains the inconsistencies of the damage.

      When the customer …	Then the …
      accepts the conclusion	exposure owner updates their claim to the appropriate cause of loss.
      disputes the evidence	Estimator takes samples, if available Note: No sample is required when it is evident the damage was caused by a pole or the wheels were in motion. exposure owner provides the customer with an Application for Payment under the Insurance (Vehicle) Section 24 – Hit and Run (CL45) form to: complete notarize, and return. Important: The customer must be advised that it is possible the claim will be denied, as it was determined the damages are inconsistent with a hit and run claim.