Material damage

​​​​FAQs: collision repair program

When will the new collision repair program be introduced?

We plan to begin implementation of the new collision repair program on February 3, 2020.

Will facilities in the existing program need to re-apply?

Express Repair facilities that are currently in good standing will need to sign a new agreement in order to participate in the new program. Additionally, they will be required to create a “company profile” by entering information in a new system called Entegral. Express repair facilities will join the new program in Tier 2.

What is the term of the new contract?

In the past, Express repair agreements had a one year term and were renewed annually at the end of October. The new collision repair program agreement has a three year term, running from February 3, 2020 to February 2, 2023.

Are there changes to rates among tiers?

All tiers have the same rates. Repair facilities that are under a second performance review cycle are subject to the development rate for 90 days regardless of tier. Rates will remain the same if a facility moves from one tier to another – rates are independent of tier status.

When will the phase out for non-accredited and accredited facilities (c.a.r. shop program) begin?

The phase out of non-accredited facilities will commence at the start of the new program on February 3, 2020 for a two year period. The phase out period for accredited facilities (c.a.r. shop program) will be from February 3, 2020 until June 30, 2020.

If a facility is part of a chain or MSO & Banner, will it be measured individually or as part of a group?

Each individual repair facility is measured against all other repair facilities in their respective region, regardless of whether the facility is an independent, banner shop, or part of a chain.

How often will tiering take place?

Static tiering will commence after 12 months and the future date will be communicated in the near future.

When does the KPI measurement begin and when does initial tiering commence?

All repair facilities in the program will start at zero in respect to KPIs. The KPIs will be measured at the start of the program and facilities will be able to see how they are tracking throughout the year. In the new tiering model, all repair facilities in the current program will start in Tier 2, and current accredited (c.a.r. shop program) and non-accredited (base) have the option of applying to the new collision repair program. However, no new applications to accredited (c.a.r. shop program) and non-accredited (base) will be accepted. After 12 months of KPIs, the top 20-30% of facilities will be placed in the top tier of their respective region. Participants in Tier 2 will be re-tiered to Tier 1, Tier 2 or Assessment Tier, depending on the KPI results.

How are the key-to-key parts of the KPI's monitored?

The "key in" date is when the repair facility receives the customer's vehicle with an authorized claim. The "key out" date is when the customer picks up their repaired vehicle.

Will the new target for cycle times still be 3.0 hrs per day?

There is no target. Repair facilities will be measured and compared to the cycle times of other repair facilities in their respective region.

Regarding alternate parts, is there any consideration for dealership repair facilities as the majority of our repairs are newer vehicles with little to no aftermarket parts available?

Smaller regions were created where those repair facilities have more in common in business mix and impacts, such as a dealer or certified through a manufacturer. As a result, the weightings for KPI are higher on QA which focuses on the quality of estimate. Other factors are being included to normalize other metrics, including cycle time and estimatics with an aim to increase objectivity in these metrics.

Will scan equipment be a requirement in the program?

Yes, a scan tool will be required for a facility to be a participant in the program. Minimum program requirements (Equipment and training included) apply to all tiers.

What equipment does ICBC recommend?

ICBC will not be compiling a list of compliant equipment. Equipment constantly changes making it difficult to maintain a list of all acceptable equipment. The requirements will list minimum capabilities. Each repair facility will need to ensure their equipment meets or exceed these capabilities.

Which service for manufacturer procedures should facilities consider? If a facility has Tech Advisor as part of Mitchell Connect, is ICBC recognizing that as OEM procedures under the new program?

ICBC cannot recommend a service for manufacturer procedures. There are companies that provide a large percentage of manufacturer repair procedures; however, some are only available directly from the manufacturer. Each participant in the program should review their mix of business to see which platform or application of manufacturer repair procedures make the most sense. If Tech Advisor has up-to-date manufacturer repair procedures that can be used in the new program, ICBC will recognize that as OEM procedures under the new program. No solution maintains a database for all years, makes and models. Repair facilities will have to determine the solution that works best for their mix of business.

Will manufacturer repair procedures be provided by ICBC or by Mitchell?

No, ICBC will not be providing the repair procedures to industry. It will be up to the facilities as to which vendor they want to use to provide OEM procedures. ICBC is not compensating participants for repair procedure information at this time.

I need to replace my signage. Do you foresee a change to the program logo?

We are reviewing the future program branding. This may include changes to the logo and other use of proprietary marks. We suggest waiting for the new program requirements for logos which will be announced early 2020.

What does ADAS calibration mean?

ADAS is Advanced Driver Assistance Systems, like the automatic braking or lane departure systems. The manufacturer may require a calibration when repairing these areas or replacing these parts. This is typically a sublet at a dealership.