Processing split windshield claims

The glass repair program participant creates or retrieves split windshield claims, when two glass panes are damaged at the same time.

When a customer has a claim for a split windshield, the participant identifies whether the damage resulted from one incident or multiple incidents.

Example: Damage to the second pane of glass may have occurred after the claim was opened by the claim centre.

This determines whether the customer has one claim with one deductible to be paid, or two claims with a deductible to be paid on each claim.

Participant

Determines whether the two glass panes were damaged at the same time or in separate incidents.

When the two glass panes were ...	Then the participant ...
not damaged at the same time, or the customer has two claim numbers, and an ICBC Glass Claim Information (CL462C) form	processes the two panes of the split windshield as two separate claims uploads the digital images to the Vendor Document Image Application (VDIA), and completes the claims.
damaged at the same time, or the customer has one claim number, and a CL462C form	processes the two panes of the split windshield as one claim creates one claim in Glass Web Express (GWE) uploads the digital images to VDIA, ensuring that close-up images of the damage to both windshield panes are included contacts Provincial Glass Operations (PGO) to explain the reasons it is one claim, and proceeds to stage 2.

Note: There are two claims and two deductibles paid, when the

Provincial Glass Operations (PGO)

Reviews and confirms whether the damage is consistent with damage from one or two claims.

When PGO confirms damage to both panes is ...	Then the participant ...
one claim	adds the second pane as an exception item, and submits the Glass Replacement Invoice - (CL14BX) form and any supporting documentation and images to Vendor Document Image Application (VDIA).
two separate claims with two deductibles	creates a second claim processes both claims, and submits the Glass Replacement Invoice - (CL14BX) form and any supporting documentation and images to VDIA.