Through our Collision Repair Program, we're committed to working cooperatively with collision repair facilities to benefit our mutual customers. The program:
Accredits collision repair facilities that achieve and maintain the highest standards for customer service and quality repairs.
Ensures that customers receive efficient, cost-effective repairs that meet the highest industry standards for safe, proper repairs.
Creates efficiencies by removing obstacles and improving workflow
Recognizes Participants that perform at a high level.
Provides Participants with access to business systems and software to estimate repairs to ICBC customer vehicles.
Recognizes the investments that Participants make in training, equipment, productivity and customer service.
All ICBC logos displayed in a Repair Network facility must be the current version by April 1, 2026. Outdated logos are not permitted to be displayed beyond this date.
Participants in the Glass and Collision Repair Programs may be eligible for a repair network signage grant to remove outdated logos and update signage displayed in their repair facility.
Making support requests
To better assist repair facilities, support requests are consolidated into a single form. Now you can submit all your requests for collision repair estimates, towing requests, technical issues and more, all in one place. This not only lets us process your requests more quickly, but also makes submitting requests easier and simpler for you. Make a support request here.
Collision Repair systems and requirements
Access to these systems is restricted to Collision Repair Program facilities and their authorized employees. You require a username and password to access these systems.
In addition, please ensure that you have the necessary Technology requirements to use the Collision Repair Program systems.
If you do not have an ICBC facility number, please contact the Supplier Program & Administration team at [email protected].
Hours of operation (PST)
Repair Facility Support Requests
7 days a week: 5 a.m.–10 p.m.
Collision Repair systems
Monday to Friday: 6a.m.–10p.m.
Saturday: 6a.m.–7p.m.
Sunday: 9a.m.–9p.m.
Mitchell
Monday to Friday: 5 a.m.–5 p.m.
Saturday: 7 a.m.–11 a.m.
Provincial centralized express
Monday to Friday*: 7:30 a.m.–5 p.m.
*Limited services provided on Saturdays and Sundays
Questions?
Current participants who have questions related to their participation should reach out to Account Services.
Please refer to contacts for other enquiries such as technical issues or how to apply to the program.
We’d like to share an update with you about your scorecards and an improvement Entegral is making.
Customer Surveys
July scorecards will include completed survey data in your Customer Satisfaction Index (CSI) KPI. This score is based on regional data.
As you may recall, during this first year of the Collision and Glass Repair Programs, we put a placeholder score of 75% for this index. As a result, your actual score will show as either a decrease or increase from this placeholder.
Due to the survey cycle time, we will be using data from customer surveys completed on March 1, 2021 onwards for Glass Participants and April 1, 2021 onwards for Collision Participants. These dates ensure 12 months of data is collected for the current measurement period.
Please review the video demo for more information on the Customer Survey. If you need assistance in setting up access to Mitchell Connect to view your survey scores, please reference the following job aid (August 2023 update: job aid no longer active).
Please contact your Account Service Representative if you have any questions.
Entergral update
Entegral will be updating their Networks Product on July 1, including a new look to the Company Profile Cards and the Profile Categories. You are not required to complete any updates and your existing profile information is not affected. The following is a summary of the improvements:
Profile Cards display an overview of the repair facility’s information. Within the Company Profile Cards you can easily identify whether any information requires updating. Using the filters (top right corner) is also another convenient way to see this information.
Profile Categories include the information you provided at the time of your program application. With the update, the Categories list will look different and a red icon will identify any areas that require answers or updates. Please note, updating the business hours applies to the General Profile only, so those changes will not automatically update the ICBC Repair Network Locator.
I encourage you to refer to the Entegral Product Adoption Guide for more information about these improvements. If you have questions or require assistance with the Entegral update, please contact the Entegral Customer Support Team at (888) 850-2767.
Regards,
Greg Beauregard
Director, Material Damage Strategy and Programs
Depreciation process policy and depreciation table
June 29, 2021
With the move to Enhanced Care, we have updated the Collision Repair Program participant depreciation process. This update allows repair facilities to focus on continuing with timely repairs to vehicles without the need to discuss betterment related items with the customer.
We ask all participants to use the new depreciation table whenever the participant identifies a depreciable part that requires replacement as part of the claim. If depreciation applies, use the “Requires Review” process when submitting an estimate.
When an estimate is submitted for “Requires Review”:
Participants can continue with repairs unless:
cumulative ACV exceeds 60%,
the claim is a hit-and-run,
the vehicle is a total, and/or
the estimate includes Unrelated Damage or Damage Not Consistent with Assignment Notes
ICBC will:
review the depreciation,
document the claim,
make adjustments to the estimate, and
Advanced Driver Assistance Systems Calibrations rate set for Collision
June 22, 2021
Dear business partners,
We have been discussing with industry the impacts of Advanced Driver Assistance Systems (ADAS) calibration and future trends. Currently, there are no posted labour times for static or dynamic calibrations and a market review shows varied pricing from suppliers in BC.
The following rates apply for ADAS calibration of forward facing cameras for work completed on or after June 24 by a Glass or Collision program participant.
$225 maximum for static and dynamic calibrations
$450 maximum where both calibration types are required (universal)
Please reference the policy for additional details.
The LEG update for ADAS will be available for download on June 24, 2021.
This LEG is for frontal cameras and radar units only and will help us continuously monitor our policy to determine if any adjustments are needed.
Billing for all other ADAS calibrations have not changed.
The attached job aid will help you configure your Mitchell estimating platform to receive the new ADAS calibration repair lines in the ICBC Long Expansion Group. If assistance is required with updating your Mitchell estimating platform, contact Mitchell Technical Assistance Center at 1-800-448-4401.
In addition to ADAS, on June 24 we will also update the Policy on supplier incentive and promotions: Previously known as policy on supplier discounts. To align with our program guide, we have removed wording surrounding non-compliance.
If you have questions related to this communication, please contact your Account Service Representative.
Changes coming to Mitchell Ultramate
June 23, 2021
Good afternoon,
I am pleased to announce that work has begun to upgrade Mitchell UltraMate to Mitchell Cloud Estimating (MCE). The technical upgrade will take place over the coming months with a planned implementation date in mid to late Q4, 2021.
Mitchell Cloud Estimating, a cloud-based solution, will provide you with a more efficient, secure and stable estimating tool, while offering the following benefits:
Improved Productivity (and Stability) – MCE addresses a number of the known issues with UltraMate, that negatively affects productivity; the most common and time-consuming issue being database corruption.
Centralized Updates – The move to MCE will provide automatic, monthly updates to your estimating software reducing the need for you or your staff to install or update software.
Supports Safe and Proper Repairs – You will have immediate access to relevant OEM repair procedures with direct access to your current version of Tech Advisor; eliminating the need to navigate through multiple systems.
Browser and Device Agnostic – MCE can be used on a variety of tablets and web browsers.
Usability – The easy to use, card-based interface and in-product tours minimizes training time.
In addition, and as a way for you to familiarize yourself with the new Mitchell Cloud Estimating tool, on Tuesday, June 29th your shop will be able to use Mitchell Cloud Estimating for all of your non-insurance, walk-in customers. You will continue using Mitchell's UltraMate estimating system for your ICBC work until the full implementation is complete. Mitchell will provide you with further details, including informational videos and a live webinar training session.
As we progress through the transition to Mitchell Cloud Estimating, we are committed to providing on-going and timely communication, just-in-time training material, as well as on-going technical support through the Mitchell Technical Assistance Center.
Entegral scorecards updates and QA Assessment form changes
June 1, 2021
Dear business partners,
With tiering now complete, I wanted to provide you with an update on the Entegral Scorecard and improvements we’ve made to the Quality Assurance (QA) form.
Entegral Scorecard handling of null values
Starting this month, the issue of null values in the Entegral Scorecard will be resolved. The issue occurred when a Participant didn’t receive a score for a particular KPI for the prior month, such as QA, which meant the Entegral Scorecard would appear as “null” and the Participant’s quadrant and overall index score would not be generated.
Moving forward, if a Participant does not receive a score for a particular KPI during the prior month, then a zero value will be recorded instead of “null”, allowing quadrant and index scores to generate.
This zero value will only impact the Participants index score for the month in question. Once a record is generated for the particular KPI, the Participant’s index score will update accordingly for the current year.
This change is intended to drive greater clarity, allowing Participants to better interpret their overall performance.
QA form improvements
After reviewing the QA data collected since program go-live, we are making improvements to the QA questions and the scoring methodology.
Questions that were often not applicable or those that were of little value to the process have been removed, and we have clarified some questions that caused confusion or lacked clarity. We have also added two new questions focused on the ATS Exceptions and Feather, Prime & Block policies. In other sections we have combined questions that serve the same purpose or naturally overlap.
With the recent changes to depreciation as a result of Enhanced Care, we are in the process of updating relevant depreciation policies to better assist industry in identifying when depreciation may apply. Understanding that it will take time for industry and our ICBC staff to become familiar with the changes in depreciation handling, we have removed the depreciation question from the QA assessment form.
We’ve also made improvements to the scoring so that weighting is better aligned with the importance of the topic. The new scoring methodology will also provide the ability to score by question, not just by the different sections. The new QA assessment form will be implemented by the end of June 2021 or earlier.
An update on PIBR improvement plans
May 31, 2021
Dear business partners,
As you know, the post implementation business review (PIBR) highlighted some challenges that you are facing and opportunities for us to work together. I wanted to share our progress on some of our commitments from the PIBR to support labour needs and improve administrative efficiencies.
Supporting your efforts to attract and retain skilled labour
We have had initial discussions with the program advisory committees for VCC and BCIT about taking a larger role in attracting and retaining skilled labour. We’ve also started discussions with the Industry Training Authority (ITA) on how we can support their programs now and moving forward. We intend to bring the consultation findings to our senior leadership and consider whether there are more innovative ways in which ICBC may be suited to support talent attraction. As an immediate step, we’ve made a $1000 donation to VCC, which was matched by Scotia Bank to fund equipment and training activities for the transportation trades.
Commitment to gaining efficiencies for industry and ICBC
We have already made several updates for collision repair and have more updates planned in the coming months. We recognize the majority of glass repair claims involve straight through processing so efficiency gains are less readily available; however, we will continue to find efficiencies where possible.
Looking ahead
There’s lots of work to be done and we look forward to working with you on these improvements. Attached you will find the progress of our commitments and what we have planned in the coming months. We will send you an update on these initiatives in progress and future work we are doing in our next planned update.
Sincerely,
Greg Beauregard
Director, Material Damage Strategy and Programs
Progress on our commitments
Collision Repair Program Tiering Measurement Period comes to an end
May 10, 2021
Hello Collision Repair Facilities,
With the release of the May scorecard, we have come to the end of the revised November 1, 2020 to April 30, 2021 measurement period. Over the next few weeks, we will review the tiering results to confirm eligibility and all Collision Repair Program Participants will be tiered by June 1.
Tiering
As outlined in Section 5.2 of the Collision Repair Program Guide, Participants must have 12 consecutive months of KPI data to be eligible for tiering and must have performance results above the Tier 2 minimum threshold. If a Participant has not met the Tier 2 minimum threshold, which is set at 35% below the regional average score, they will be placed in the Assessment Tier for the next measurement period.
We will be reviewing Participants with lower than average paid claim volume to confirm that the Participant’s rank within their region is appropriate for tiering purposes. This ensures a Participant’s Program Rank is based on a valid, comparable volume of KPI data. Your Account Services representative will be in contact with you prior to Tiering if your tier status is adjusted as a result of this review.
Program Rank
Program Rank is determined by the Participant’s Index Score from the previous measurement period. In Entegral, once the regional rankings are confirmed, Participants can see their Program Rank as their Index Score combined with a tier identifier ahead of it: Tier 1 suppliers have a “30”, Tier 2 a “20” and Assessment Tier a “10” identifier ahead of their Entegral Index Score. For example, a Tier 1 Participant with an Entegral Index score of 940 will see their Program Rank as 30,940. These numbers are only for tiering purposes and will not be visible to customers on the Locator.
Looking ahead
We will be making amendments to the Quality Assurance (QA) assessment form, including clarifying or removing questions that showed minimal value. We are also reviewing the scoring in an effort to better align the score value to the seriousness of an identified issue. You will receive further information soon.
We would like to thank you for working with us as we navigated rolling out the new Collision Repair Program during the COVID-19 pandemic. We are committed to continuous improvement and appreciate that many of you have taken the time to provide your feedback and suggestions.
Extension of the temporary COVID-19 policies
April 27, 2021
Dear business partner,
As the current Provincial Health orders continue to be extended, we want to ensure we continue to have protective measures in place for the health and safety of our business partners, employees and customers.
We are extending the temporary policies currently in place to help reduce the spread of COVID-19 until September 7th, at which time we will reassess. We will continue to adjust as needed and will send further communications where necessary to alert you of any future changes.
For specific policy details and updates, please see www.icbc.com/partners/Pages/covid- 19.aspx
Thank you for your continued commitment, support and understanding.
Regards,
Greg Beauregard
Director, MD Strategy and Programs
Improvements to the Collision Repair Program Guide
April 22, 2021
A few weeks ago we shared with you improvements we would be making to the Collision Repair Program Guide which are effective immediately. Below you will find more details on these changes.
Labour rate increase
We are increasing the labour rate by 2.58% for collision repair facilities. The following labour rates will apply to all estimates with a car in date on or after April 22nd:
$75.30 for Body and Paint labour
$86.07 for Frame labour
$96.83 Mechanical labour
Feather, prime and block
We have implemented a new temporary procedure to recognize feather, prime and block which can be applied to estimates with a car in date on or after April 22nd. This allowance applies to major exterior panels and is to be calculated at 0.15 (15%) of the total repair labour hours for qualifying panels.
This operation will be added using the FEATHER, PRIME & BLOCK long expansion repair line, and will be paid at body labour and material rates due to current system limitations. Once we implement Mitchell Cloud later this year, we will explore options to implement a permanent policy with a revised refinish material rate.
Policy on labour times for claims involving glass
To align with the Mitchell estimating system, we have revised the current policy on labour times for claims involving glass. Estimates with a car in date on or after April 22nd are to be completed using the Mitchell estimating system's flat rate labour time, and the applicable body shop charge-out rate. This revision eliminates the need to utilize the NAGS labour time conversion which should be more efficient and reduce confusion for program participants.
Feather, prime and block compensation
April 8, 2021
We appreciate the concerns some of you have shared with not being compensated for feather, prime & block (FPB). This has been a longstanding item and through discussions at our MD Technical Liaison Committee, we have been reviewing the matter and the options available to address.
The compensation we pay our business partners has a direct impact on Basic and Optional insurance rates. We are committed to providing affordable rates for British Columbians, while at the same time providing fair compensation to our suppliers.
We have reviewed the operation handling of FPB and are implementing a new procedure to recognize this operation. We are in the process of resourcing systems changes and expect to have a solution in place by the end of April for our collision repair suppliers to be able to invoice for this procedure. Initially, we will implement a temporary policy paid at body labour and material rates due to current system limitations. Once we implement Mitchell Cloud later this year, we should have the ability to implement the permanent policy with a revised refinish material rate.
We believe this decision was the right thing to do, however, these changes increase costs. As a result, we will strengthen our focus to work with industry to find cost-saving opportunities that are mutually beneficial.
It is fundamental that we continue to modernize our material damage supplier programs to increase efficiencies, reduce costs, and ensure that customers receive the highest standard of repairs at the best market value.
We will provide more details on this temporary policy in the coming weeks.
Sincerely,
Greg Beauregard
Director, Material Damage Strategy and Programs
Improvements to the Collision Repair Program Guide
March 25, 2021
Hello Collision Repair Facility,
We have made some improvements to sections of the Collision Repair Program Guide in response to industry feedback. Some of these changes are to provide clarification, while others are to gain efficiencies and provide you more flexibility to work directly with our mutual customers.
The following is a summary of the improvements that will take effect on April 22, 2021. Please reference the Collision Repair Program guide for a detailed description.
Section 5.2 - Tiering at Program Intake and Annual Tiering Evaluation.
We have added a note confirming that ICBC may manually adjust the Participant’s rank for tiering purposes if the Participant lacks the paid claims volume to be reasonably compared within their region.
Section 8.9 - Estimate and supporting Documentation Requirements.
We have added pre- and post-repair electronic three dimensional measuring reports to align with the current equipment requirements.
Section 8.19 - Total Loss
We are aligning with the recent change to the Mitchell Estimating system eliminating the requirement that Participants manually flag estimates for review when they reach 60% of the ACV. The system automatically flags for a possible total loss at 60%.
Section 9.2 - ATS Exceptions
This section has been revised to separate true exceptions from vehicle types that may be considered for ATS.
ICBC may consider allowing ATS for the following vehicle categories if the vehicle is the customer’s main form of personal transportation:
trucks, vans and SUV’s above a one ton model
modified vehicles (e.g. cube vans, flat decks)
ride-hail vehicles (i.e. Uber, Lyft etc.)
Collision equipment list updates
January 28, 2020
Dear Collision Repair facility,
Since November 2018, we have been consulting with the Industry Advisory Committee (IAC) and Technical Working group (TWG) about the new Collision Repair Program to ensure our customers continue to receive safe, proper and prompt repairs at the best market value.
Recently, we received feedback from industry; and based on this feedback we have made updates to the wording of our new Collision Repair Program equipment list. While no equipment was removed from the list, the only new equipment is a scan tool that is required by February 3, 2020.
These equipment updates include:
Facility Equipment:
Headlamp alignment capability (system or process)
Structural Repair & Measuring Systems:
Universal chainless four point anchoring systems such as floor rail fixture system(s), straightening rack(s), or bench(s), capable of anchoring unibody and full-frame vehicles
Refinish Equipment:
Spray Booth compliant with local codes
Aluminum Repair Equipment (not mandatory):
Immersion-Type, Wet Mix dust extraction system or a pneumatic dry vacuum extraction system dedicated to aluminum dust (The system can be either portable or centrally installed)
I-CAR FOR06 Structural Repair Training Course or functional equivalent
ICBC releases collision repair program guide and agreement (Express participants)
December 2, 2019
Following extensive consultation with industry, ICBC is pleased to share the new collision repair program guide and agreement with you, and to announce that the program will be implemented on February 3, 2020.
Agreements
We will transition your facility into the new program by ending your current accreditation, and invite you to participate in our new collision repair program.
Therefore, this letter constitutes notice that your current Accreditation and Express Repair Agreements will terminate on February 2, 2020, pursuant to section 4 of both the Accreditation Terms of the Accreditation Agreement (as modified by the Modification Agreement dated November 1, 2019) and the Express Repair Terms of the Express Repair Agreement.
The collision repair agreement (attached in the email) has an effective date of February 3, 2020, and this date will serve as your enrolment date in the new collision repair program.
New Program Guide
We strongly recommend that you seek independent legal advice and that you carefully review the program guide and agreement. The collision repair program guide is available for review on our Business Partners website.
Action required to participate
To participate in the new program, please return the following to ICBC before February 3, 2020:
Copy of the collision repair agreement signed by an authorized signatory
Completed Accreditation Programs Privacy Checklist (CL174M) signed by a shop representative
Annual membership fee of $157.50 ($150.00 + GST)
The balance of your contribution to the Special Compensation Fund, if any
ICBC road show feedback and next steps
September 27, 2019
As we move info fall, we would like to update you on the new collision repair program coming in 2020.
Road show feedback
Throughout May and June of this year, our team hosteddozens of road show sessions in communities across the province and were very encouraged by industry'sactive participation.
The feedback we received throughout this process indicates that, broadly speaking, we are moving in the right direction and industry supports the changes we are making.
What's next?
Contract extension
Express Repair contracts will expire on October 31, 2019. In order to facilitate the transition to the new collision repair program, ICBC will be extending these contracts to June 30, 2020 for the vast majority of repair facilities. This will enable us to finalize the many details relating to people, processes, and technology, and to start rolling out program changes early next year.
You can expect to receive a modification agreement for your contract during the week of September 30.
ICBC is committed to sharing the new program guide and contract with you in advance of the new program's implementation date to ensure sufficient review time.
Technical working groups
To ensure that industry remains engaged as we work towards program implementation, we are establishing two technical working groups. These groups will provide feedback on project deliverables such as program guide content, systems, and processes – and will meet throughout the transition to the new program.
Online meetings with a representative from your repair facility
We are also in the process of creating a network of representatives from all Express Repair facilities to help you prepare for upcoming changes, and to ensure that you are supported during the transition to the new program.
In order to build knowledge and understanding of this program, we will be hosting online meetings that will include presentations about program details, demonstrations of new technology, and opportunities to ask questions. More information about this initiative will be shared with industry in the next few weeks.
ICBC changes that may impact non-accredited collision repair shops
August 1, 2019
As ICBC is making changes to its collision repair program, we wanted to ensure you were aware of the proposed changes and understand what this means for non-accredited collision shops.
This work is part of a suite of changes we're making to get the car insurance system back on track and better for B.C.
The collision program redesign is the largest change to ICBC's collision repair programs since the introduction of Express Repair and the Collision Repair Industry Agreement (CRIA) in the early 2000s. It will involve changes in equipment and training requirements, processes, technology, and the delivery of training, as required, to support the new program.
New program overview
The new program (collision program redesign) will focus on long-term trends shaping changes in the industry. This includes effectively managing program performance and control, as well as rewarding and promoting high-performing repair facilities.
A key reason for updating our program requirements is the advancement in vehicle construction that has increased the need for specialized equipment and training. Specialized tools and training are required to properly repair vehicles made from advanced substrates, as well as, those with advanced driver-assistance systems (ADAS).
With the collision program redesign, ICBC would adopt one set of requirements for participating shops to ensure all ICBC-accredited collision repair facilities have the capability to perform safe, proper, repairs at the best market value. We're standardizing requirements so ICBC-accredited collision repair facilities have the capability to repair the majority of today's vehicles according to original manufacturer repair procedures.
The new set of requirements for equipment and training, when they take effect, would apply to all regular, private passenger (everyday car and truck) vehicle repairs.
To find out more about the proposed equipment and training requirements for the new program, please view the slides prepared for ICBC-accredited collision repair facilities to explain the upcoming changes.
What this may mean to you
All collision repair shops in the province, regardless of size, that meet the minimum program (equipment and training) requirements are welcome to apply to the new program. The proposed minimum equipment and training requirements will be finalized and communicated by the end of summer/early fall.
ICBC collision program redesign road show finishes – next steps
July 18, 2019
I would like to thank those who took time away from their business to find out more about the upcoming collision program redesign during the recent five-week, province-wide road show.
Over 600 owners, managers, general managers, regional managers, technicians and estimators, representing Express Repair facilities across the province, attended the road show. In total, over 30 small-group discussions were held throughout B.C. finishing up the end of June.
For those who could not attend the road show, an online presentation and Q&A session were held in early July. The road show and online session were designed to share information and encourage two-way communication and feedback on the program redesign before it is complete. We’re reviewing your questions, comments, and suggestions.
Thank you
ICBC would like to sincerely thank and recognize the IAC collision members for their attendance and support throughout the road show.
What’s next?
The collision program redesign is the largest change to ICBC’s collision repair programs since the introduction of the Express Repair program and Collision Repair Industry Agreement (CRIA) in the early 2000s. The redesigned program will involve changes in program requirements, processes, technology, and the delivery of training, as required, to support the program.
Work to complete the program design elements will wrap up over the summer, including consideration of your feedback from the road show, where feasible. A feedback summary will be shared with you in September.
At that point, we also anticipate being in a position to share more detailed information about when and how the program changes will be implemented.
In the meantime, if you have questions, please contact [email protected]. Submit your program redesign questions using our online form.
Collision program redesign and launch of industry road show
May 8, 2019
As you know, since November, ICBC has been working with the Industry Advisory Committee (IAC) to redesign its collision repair program to ensure our customers continue to receive safe, prompt repairs at the best market value.
Further to the last update (December 19, 2018), we're pleased to share with you that ICBC has completed the initial program redesign with valuable input from the IAC. With third-party facilitation and active participation from committee members, ICBC met with the IAC 10 times, from November to the end of April, to discuss key concepts of the new tiering model.
The redesigned program will focus on long-term trends shaping the changes in the collision industry, effectively manage performance and control, and will reward and promote high-performing suppliers. It will also reflect feedback from industry and be mutually beneficial and sustainable.
The redesign will allow ICBC and industry to introduce changes that will minimize service impacts while enhancing industry efficiency. These long-term efficiencies, coupled with performance management enhancements, will remove road blocks for industry while ensuring our mutual customers continue to receive safe, prompt repairs. The redesign provides the opportunity to build the best possible program that enables ICBC to attain the best market value while supporting the viability of industry.
Although IAC and ICBC's views differ on some aspects, the committee agrees the proposed program redesign is a significant improvement and aims to introduce incentives to drive savings and benefits for both industry and ICBC.
What's next?
Starting in late May and running for a month, ICBC, with the support of IAC members, will be sharing with you the program design elements through small-group discussions in all regions around the province. You will receive an invitation about three weeks before the sessions are held in your region and will be asked to RSVP.
The industry road show is designed to encourage two-way communication and feedback on the program redesign before it is complete. ICBC will collect all feedback, report back to you, and apply recommendations, where feasible, following the road show.
ICBC would like to express appreciation and to sincerely thank the IAC members for their time, energy, and expertise during these working sessions. This process represents the first step toward rebuilding a positive relationship with industry as we stand shoulder to shoulder as partners in this change.
Update on collision repair program redesign
December 19, 2018
Last month, ICBC announced the establishment of an Industry Advisory Committee (IAC) that will provide input on the redesign of our collision repair supplier program.
Since then, the committee has met four times and - thanks to effective third-party facilitation and active participation by members - it has made good progress.
Topics that have been discussed to-date include:
Opportunities for improvement in the relationship between ICBC and suppliers
Industry trends
Performance measurement
Governance and compliance
Customer experience
Regional differences
Training, equipment and certifications ensuring safe, quality repairs
Tiering models and structures
In the New Year, the IAC will address the following topics:
Supplier requirements (program entry) and application process
Performance management
Reporting, compliance and enforcement
Claims management
Technology integration
Implementation and timelines
Tiering model overview
Transition period
The input provided by the IAC on these topics is taken into consideration by ICBC as we make decisions about the new tiering models.
contact the customer and repair facility with the outcome.
Please note: The allowances and unrelated damage procedures do not change. If you have any questions about this process, please reach out to your Account Representative. Thank for your continued commitment to providing our mutual customers with safe, consistent, quality services.
Troy Campbell Manager, Material Damage Programs – Collision and Commercial
Greg Beauregard Director, Material Damage Strategy and Programs
If you have questions, please contact your Account Service Representative to discuss further.
Regards,
Greg Beauregard
Director, Material Damage Strategy and Programs
Area
Commitment
Activity
Status
Attract and retain skilled labour
Establish partnerships with post-secondary institutions to advance training programs and participation in automotive trades education
Engage BCIT and VCC Program Advisory Committees (PAC) regarding ICBC taking a larger role in trades education
Complete
Support access to trades with $1000 donation to VCC (matched by Scotiabank)
Complete
Understand where in the process ICBC can support high school and post-secondary trades programs (via BCIT and VCC PACs)
June 2021
Establish a program to create access to salvage vehicles for training purposes
June 2021
Review consultation findings with ICBC leadership to consider if there are more innovative ways in which ICBC may be suited to support talent attraction
July 2021
Share back ICBC's confirmed approach with industry
TBD
Support apprenticeships, standards, and increase opportunities in the trades
Engage Industry Training Authority regarding ICBC taking a larger role
Complete
Review trades education rates and challenges in BC
June 2021
Review practices and learnings from other public insurers (SGI, MPI)
June 2021
Engage ICBC Express Repair Liaison Committee to discuss how industry can be part of a program to support the attraction and retention of skilled labor
June 2021
Efficiencies for industry and ICBC
Enable collision repair partners to streamline services and reduce administrative processes
Update Mitchell system to change Total Loss threshold from 75% to 60%, removing the manual process for partners to flag potential total losses at 60%
Complete
Revise ATS policies to provide better clarity, reducing communication between partners and ICBC and allowing more autonomy for partners to meet customer needs and manage ATS/LOU
Complete
Amend Betterment, Depreciation and Allowance policies to allow partners to commence repairs on certain claims that are under request review (related to these items)
June 2021
Review multiple claims policy so partners don't have to request review and send ICBC an email when multiple claims on the same vehicle have been submitted
July 2021
Review unrelated damage policy so partners aren't required to request review when damage possibly unrelated to the loss has been identified
July 2021
Review requirement of partners to confirm loss type so that it isn't required on every claim
July 2021
Publish SVA specific procedures and best practices to support change in workflow that was implemented with Program Redesign to reduce communication between partners and ICBC
July 2021
Review possible efficiency gains through Enterprise ARMS adoption and how that could reduce administrative work related to LOU and ATS procedures
Dec. 2021
Explore Mitchell Cloud opportunities to utilize functionality that could offer new efficiency opportunities, such as “vehicle status" to prioritize review work for ICBC and reduce repair cycle times for partners
Dec. 2021
Review of Total Loss/Salvage/Max repair to minimize impact to partners when vehicles are being put on hold for possible total loss under the 60% threshold
TBD (ongoing)
Explore creation of electronic CL14F process and smart forms for other requests partners are required to submit to streamline, increase consistency, and reduced admin. work
TBD
Enable glass repair partners to streamline services and reduce administrative processes
Eliminate “Policy on labour times for claims involving glass", removing the requirement for partners to manually enter NAGS conversion of glass labour into Mitchell estimating system
Complete
Note: some activities are dependent upon ICBC resources and proposed delivery dates may be amended as priorities shift. Any changes will noted in our regular updates.
If you have questions related to the Collision Repair Program Guide or Tiering, please contact your Account Service representative who is best positioned to answer your questions.
Regards,
Greg Beauregard
Director, Material Damage Strategy and Programs
Note: Please find the attached configuration guide for updating your Mitchell estimating platform to reflect the new labour rates, as well as the new addition of Feather, Prime & Block to the ICBC Long Expansion Group. If assistance is required with updating your Mitchell estimating platform, contact Mitchell Technical Assistance Center at 1-800-448-4401.
If you have any questions about any of these changes, please speak with your Account Services representative or email [email protected].
Sincerely,
Troy Campbell
Manager, Material Damage Programs – Collision and Commercial
driving school vehicles
Although ICBC may consider ATS for the above types of vehicles, it is the Participant’s responsibility to understand whether TSMV coverage is transferred, and how to protect themselves in the event of unauthorized use of the replacement vehicle (e.g. for ride hailing or driving school purposes).
Section 9.9 - CL113 (F/H) Notification of Direct Rental Form
This section has been revised to allow Participants more flexibility when managing our mutual customer’s transportation needs.
Section 9.10 - CL113D, Courtesy and Rental Vehicle Reimbursement
We have added a note confirming that a courtesy vehicle allowance will not be paid for days prior to the ATS Responsibility Date. Pre-approval is required for courtesy vehicles provided prior to the ATS Responsibility Date.
Enhanced Care related changes
The Collision Repair Program Guide has been updated to include the changes that will be coming with Enhanced Care. The guide now reflects that effective May 1, 2021, depreciation, betterment and allowances now apply to all estimates regardless of customer responsibility or percentage of fault.
Material Damage claims procedures
Starting today the Material Damage claims procedures are being updated with a new look and feel. The actual procedures within are not changing. This change is being carried out to include improved technology and allows us to automatically push updates to procedures in real-time.
If you have questions related to these changes, please reach out to your Account Service Representative who is best positioned to answer your questions.
Regards,
Troy Campbell
Manager, Material Damage Programs – Collision and Commercial
Please review the updated equipment list posted on our MD Business Partners page for full details and be aware of additional equipment required by December 31, 2020 as outlined in the Collision Repair Program equipment list.
Thank you to the industry for providing valuable feedback that led to these updates. If you have any questions about these updates or other program requirements, please send them to us using the online form on our MD Business Partners page.
Thank you,
Greg Beauregard Director, MD Strategy & Programs
Signed agreements received after February 3, 2020 may delay your entry into the collision repair program until ICBC is able to process your agreement, and there will be a temporary three-month moratorium on applications to the new program after that date.
Signed copies of the above documents can be returned electronically to [email protected], faxed to 604-777-4624, or mailed to the following address:
Supplier Programs & Administration
1575 Hartley Avenue, 2nd Floor, Coquitlam, BC V3K 6Z7
Payments can be made by VISA, MasterCard or cheque. To pay by credit card, please call our Accreditation Programs team at 604‑777-4581. Cheques are payable to ICBC and can be sent to the address above.
We will communicate with you about additional administrative items closer to implementation of the new program.
We encourage you to join your facility's on-site coordinator (OSC) at the next online meeting, scheduled for December 12, in order to learn more about the new program and associated software applications, and ask questions about the new collision repair program guide and contract. Invites were sent out in late November, so please register as soon as possible if you have not already done so.
In the meantime, should you have any questions about the agreements, checklist and fees, please reach out to the Supplier Programs & Administration team. If you have questions about the new collision repair program, please send them to us using the form on our Business Partners website and we will respond as soon as we can. We hope you can join us on December 12 and look forward to continuing to work together in the new program.
Kind regards,
Greg Beauregard
Director, Material Damage Strategy and Programs
*See communications sent to: non-accredited base shops and accredited shops
In the meantime, if you have questions, please contact [email protected].
Greg Beauregard Director, Material Damage & Fraud Strategy & Programs
We will be phasing out direct billing for non-accredited collision shops over a two-year period from the start-date of the new program (collision program redesign) which will be implemented sometime early in 2020. The exact date will be confirmed once business process and technology changes are finalized, and training is delivered to support the program.
During the two-year transition period, non-accredited collision shops would continue to use their existing ICBC account number to direct bill. After the transition period, any non-accredited shops would not be able to direct bill using their ICBC account number for regular, private passenger vehicle repairs unless they are part of the new program.
Non-accredited collision shops that repair non-passenger vehicles (commercial vehicles, motorcycles, motorhomes, specialty vehicles) would continue to use their existing ICBC account number to direct bill during the two-year transition period. After the transition period, shops that meet the ICBC requirements for non-passenger vehicle repairs (business type) would continue to use an ICBC account number to direct bill for repairs.
Find out more
You are invited to attend an online presentation and Q&A session to find out more about the changes we are making. We will be running a virtual session — you would access your computer and dial into the WebEx presentation on the date and time listed below. You will need to register in advance so we can provide you with instructions on how to join this live event.
Please ensure you register by Friday, August 16, 2019 end of day. After registering, you'll receive an email with instructions for joining the August 20 presentation.
Questions and answers about the upcoming changes are provided below. If you have other questions about the upcoming changes, please email us at [email protected] or contact Shane Loiselle at 778-368-6921.
Greg Beauregard Director, Material Damage & Fraud Strategy & Programs
Questions and answers for non-accredited collision shops
What is the timing for phasing out direct billing with ICBC? For non-accredited collision shops repairing regular private, passenger (everyday car and truck) vehicles, direct billing with ICBC will be phased out over two years from the start of the new program. For example: if the start-date is March 1, 2020 for the collision program redesign (new program), the direct billing option would end March 1, 2022; if the new program starts on January 1, 2020, direct billing would end on January 1, 2022.
When does the new program (collision program redesign) start? The new program (collision program redesign) will be implemented sometime early in 2020. The exact date will be confirmed and shared with you once business process and technology changes are finalized, and training is delivered to support the program.
What does phasing out direct billing with ICBC mean? When the collision program redesign (new program) comes into effect, there would be a transition period of two years in which non-accredited collision repair facilities would be able to use their existing ICBC account number to direct bill for regular private, passenger vehicle repair work. After this transition period, any non-accredited collision shops would not be able to use their ICBC account number to direct bill for regular, private passenger vehicle repairs unless they are part of the new program.
After this transition period, non-accredited collision shops that repair non-passenger vehicles (commercial vehicles, motorcycles, motorhomes, specialty vehicles) would continue to use an ICBC account number to direct bill if the shop meets the requirements for non-passenger vehicle repairs (business type).
After the two-year transition period (see above), can customers still attend a non-accredited collision facility to have their work completed? Yes. Customers retain the choice of where to take their vehicle. However, the customer would be required to pay the shop for the repairs, then submit the required documentation to ICBC for reimbursement. (Applies to private, passenger vehicles.)
Who can apply to the collision redesign program (new program)? All collision repair facilities regardless of size that meet the minimum program (equipment and training) requirements are welcome to apply.
How much would it cost to purchase the equipment required for the new program? The minimum training and equipment requirements will be finalized at the end of summer/early fall and more complete information will be provided to you then. To find out more about the proposed minimum equipment and training requirements for the new program, please view the slides prepared for ICBC-accredited collision repair facilities to explain the upcoming changes.
When can I apply to the new program? We will notify you when the application process for the collision redesign program (new program) starts.
Why is ICBC adopting a higher standard for vehicle repairs? Most modern vehicles require advanced equipment and training as set out by manufacturers' repair procedures. The proposed equipment and training requirements for the new program would be based on industry standards that address the increasingly complex technology in vehicles today, ensuring that ICBC-accredited collision repair facilities have the capability to perform safe, proper, customer repairs. ICBC is updating these requirements to increase customer confidence in ICBC claim-related repairs.
Greg Beauregard Director, Material Damage & Fraud Strategy & Programs
The undersigned look forward to talking with you about the program redesign at the upcoming road show coming to your area soon.
Greg Beauregard, Director, Material Damage & Fraud Strategy & Programs
Industry Advisory Committee
Automind Collision Group - Oliver Teal Azorcan Collision Centre - Mike Praticante Boyd Autobody & Glass - Brent McFarlane Craftsman Collision Ltd. - Mike O'Callaghan CSN Collision Centres - Jay Hayward Dawson Creek Collision - Michelle Rolls Fix Automotive Network - Terry Kayser Harbour View Collision Ltd. - Kameron Towe Kirmac Collision & Autoglass - Sean McIntosh Lift Auto Group - Michael Schurink Meadowridge Collision Ltd. - John Beard Miller/Davis Group - Sue Majeau OpenRoad/Richmond Auto Body - Peter DeSantis Tsawwassen Collision Ltd. - Peter Sziklai ARA Collision Repair Division – Dave Ribeiro
What's next?
Six additional meetings are planned for early in the New Year, with completion of the IAC's work expected by the end of February 2019. Thereafter, the proposed model will be brought forward to collision suppliers for further feedback.
More information
In order to preserve the integrity and confidentiality of the IAC meetings, we are unable to share details concerning the committee's discussions. However, we will update this page as more information becomes available.
Should you have any questions about the work of the IAC, please direct them to ICBC using the program redesign enquiry form.
Many thanks to the IAC members who are contributing their time and energy to this process. ICBC looks forward to further progress in our development of a refreshed collision repair supplier program that promotes improvement in quality, consistency, timeliness, and overall performance.
