Obtain a signed Vehicle Ownership Transfer Agreement (CL96)

Obtain a signed Vehicle Ownership Transfer Agreement (CL96), which includes a verbal, from the registered owner (RO) or multiple ROs to transfer ownership of the vehicle to ICBC.

Procedure

1. Advise the RO of the total loss status.
   Important: The customer signing the CL96 must be the RO on the policy. In addition, each RO must sign their own CL96.
   1. Contact the customer and ask the ICBC customer verification questions.
   2. Confirm the customer's email address, if available.
   3. Tell the customer what the probable total loss result means:
      • Based on what you have shared with ICBC so far, it looks like your vehicle may not be repairable.
      • The repair facility or ICBC will inspect your vehicle, then we will determine if it can be repaired or not.
      • If ICBC determines that your vehicle cannot be repaired, we will begin the salvage process, meaning that it will either be sold or disposed of. ICBC will determine the amount you are entitled to under your policy and pay that out to you.
        Note: The customer may be prompted to complete the CL96 in the online claims service (Claims Portal) when reporting their claim or when reviewing their claim details. An entry will be made in the Total Loss Action table if they have signed the agreement using this method.
2. Confirm the customer is eligible to provide a verbal CL96.
   Exception: Verbal Vehicle Ownership Transfer Agreement policy requires claims representatives to request the verbal method first, however some customers may not be eligible.

   Table 1. CL96 exceptions

   Scenario	Method
   	Verbal	Webform (CL96R)	PDF
   RO is a minor	No	Yes	Yes
   RO is a company and employee on phone says they can provide authorization	Yes Important: The company name must be selected as the RO in the Total Loss Action table.	Yes Important: The company name must be selected as the recipient of the document, and RO in the Total Loss Action table.	Yes Important: The company name must be selected as the recipient of the document, and RO in the Total Loss Action table.
   Estate claims (for example, fatality claims)	No	No	Yes
   Designate ROs	No	No	Yes
   Claims made under certain policies: APV44 APV274 APV317 APV284	No	Yes	Yes
   Represented claims	No	No	Yes
   Leased vehicle claims Important: Do not add any CL96 actions from the lessee in the Total Loss Action table.	Yes Note: The estimator contacts the lessor to obtain the CL96.	No	Yes Note: The estimator contacts the lessor to obtain the CL96.
   Temporary Substitute Motor Vehicle (TSMV) claims	No	Yes Exception: Webform is not available if the owner of the vehicle is an organization.	Yes
   Taxi	No	Yes Exception: Webform is not available if the owner of the vehicle is an organization.	Yes

3. If eligible, obtain a verbal CL96.
   1. Ask the customer if any other person or company has any rights in the vehicle, like joint owners or anyone with a lien.
      If the customer answers

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      • No

        Say the following CL96 terms and conditions to the customer verbatim:

        I agree that:

        • ICBC can tow the vehicle for me, and inspect it.
        • If ICBC determines that it is not economical to repair my vehicle, then:
          • I thereby transfer all rights in the vehicle to ICBC; and
          • ICBC may proceed to sell or dispose of the vehicle; and
          • ICBC will pay the settlement amount to which I am entitled.
        • I declare that I am over 18, or I obtained the consent of a parent or legal guardian.
        • I declare that I am the only owner of the vehicle (except for those identified below).
        • I declare that no other person or company has any rights in the vehicle.
      • Yes

        Say the following CL96 terms and conditions to the customer verbatim:

        I agree that:

        • ICBC can tow the vehicle for me, and inspect it.
        • If ICBC determines that it is not economical to repair my vehicle, then:
          • I thereby transfer all rights in the vehicle to ICBC; and
          • ICBC may proceed to sell or dispose of the vehicle; and
          • ICBC will pay the settlement amount to which I am entitled.
        • I declare that I am over 18, or I obtained the consent of a parent or legal guardian.
        • I declare that I am the only owner of the vehicle (except for those identified below).
        • I declare that [say the name of the other person or company] has rights in the vehicle.
   2. Update the Total Loss Action table.

      If the customer ...	Then ...
      agrees to the verbal CL96	create a Total Loss Action table entry: Action: Obtained Verbal Ownership Transfer Agreement Date/Time: Now Registered Owner: RO agreeing to the CL96 Comments/Details: Note any additional parties with financial interest Important: Do not note anything in Comments/Details other than additional parties with financial interest; for the verbal CL96 this information appears on the automatically sent form. Result: The Vehicle Ownership Transfer Agreement - Confirmation (email version) (CL96S) or Vehicle Ownership Transfer Agreement - Confirmation (paper version) (CL96T) will automatically be sent to the customer and generate in Documents. No other documents are required. proceed to step 5.
      does not agree to the verbal CL96	create a Total Loss Action table entry: Action: Refused Verbal Ownership Transfer Agreement Date/Time: Now Registered Owner: RO who refused the verbal CL96 Comments/Details: Note why the customer does not want to sign the agreement. Important: The Refused Verbal Ownership Transfer Agreement entry must be entered if the customer requests a non-verbal method.

      Important: If a customer has concerns about their verbal agreement after providing it, advise them it is a legal document and cannot be rescinded. Do not update the Total Loss Action table or offer another method if the customer has previously agreed to a verbal CL96.
4. If a verbal CL96 cannot be completed, then request it though an alternative method based on their eligibility.
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   • Webform method

      

     1. Create the CL96R and email it to the customer.
        Note: The CL96R webform is titled "Vehicle Ownership Transfer Agreement - Link to Webform (Email Only)." The webform email contains a link that expires after 72 hours. Claims staff may send a new CL96R anytime to provide a new link with an additional 72 hour time limit. Once it is sent, the webform status in the Total Loss Action table will show as "Active".
        Note: When the customer authorizes the webform,

        • the Total Loss Action table will automatically update, along with the webform status showing as Signed
        • a TL - Ownership Transfer Agreement Received - Webform activity will generate, if applicable, and
        • the Vehicle Ownership Transfer Agreement - Confirmation (email version) (CL96S) will automatically be sent to the customer and generate in Documents.

   • PDF method

      

     1. Send the CL96 PDF based on the customer's needs.

        If the PDF must be ...	Then ...
        emailed Note: This method should only be used if the webform method cannot be used.	create the CL96 PDF template, and email a copy of the PDF to the customer.
        sent by mail Note: This method should only be used by customer service adjusters and claims adjusters if the customer specifically requests a mailed copy.	create the CL96 PDF template save the CL96 PDF as a draft create the TL - Mail PDF Ownership Transfer Agreement activity with the CL96 attached and the following tags: Assignment Location: none selected Assign To: Customer Pick-Up queue Note: A claims support assistant will retrieve the draft CL96 PDF and mail it with a self-addressed stamped envelope to the customer.
        signed in person Important: This method must only be used as an exception for rare circumstances.	create the CL96 PDF template, and create the Cheque Follow Up - Admin Support Use Only activity. Rename the activity to Document Signing Follow up - Admin support use only. Attach the CL96 with the document tags: Assignment Location: select the applicable location. Assign To: Customer Pick-Up queue.

     2. If the PDF was sent by email or mail, Update the Total Loss Action table.
        1. Create a Total Loss Action table entry:
           • Action: Sent Ownership Transfer Agreement
           • Date/Time: Now
           • Registered Owner: RO being sent the CL96
           • Comments/Details: PDF CL96 sent to customer
     3. Update the claim when the customer returns the PDF.

        If the PDF was ...	Then ...
        returned by email	create a Total Loss Action table entry: Action: Obtained PDF Ownership Transfer Agreement Date/Time: Date document was received Registered Owner: RO signing the CL96, and upload the PDF to Documents and update the document properties using the Standardized document tagging policy.
        returned by mail	retrieve the Review New Mail activity, and create a Total Loss Action table entry Action: Obtained PDF Ownership Transfer Agreement Date/Time: Date document was received Registered Owner: RO who signed the CL96
        signed in person	collect the PDF and the customer's photo ID provide a copy of the signed CL96 to the customer upload the PDF to Documents and update the document properties using the Standardized document tagging policy. send the PDF to Document Capture Facility (DCF) indicating for storage only create a Total Loss Action table entry, and Action: Obtained PDF Ownership Transfer Agreement Date/Time: Date document was received Registered Owner: RO signing the CL96 Create the TL - Ownership Transfer Agreement Received activity and assign to the vehicle damage exposure owner.

5. Review the Total Loss Action table to ensure all applicable ROs on the policy have completed their own CL96.
   Important: When multiple ROs exist on a policy, each RO

   • must agree separately, and
   • may use any method (with exceptions to obtaining a verbal, as outlined above).

   Contact the applicable ROs as required. The Total Loss Action Table will capture the date and time each RO provided the CL96 authorization and how it was collected.