Material damage
Contacts
The contacts on this page are available for network repair shops. If you are an ICBC customer, contact us here.
Technical or log-in issues
Collision Repair Program participants can report technical issues by making a Repair Facility Support Request. You can use the form to report technical issues about the following systems:
Quality Assessment Performance Measures (QAPM)
ARIES payment request (APR)
Mitchell Connect (please reference the job aid to ensure accurate reporting)
If you are also a Glass Repair Program participant, you can also report issues about:
Vendor document and image application (VDIA)
Glass Web Express (GWE)
Please note, you can only use this form if you are a Collision Repair Program participant. If you are a participant of the Glass Repair Program only, you can report technical issues to the Provincial Glass Operations (PGO):
Monday to Friday, 8:00am-5:00pm PST and Saturday, 8:00am-4:00pm PST
604-516-8555
1-866-827-7922
If you are unable to use the form, you can also leave a message with the ICBC MD Technical Centre:
Monday to Friday, 7:30am-4:30pm PST
604-777-4600
1-877-777-4607
Contact ICBC Service desk Monday to Friday (7am-6pm PST) and Saturday (8:30am - 4:30pm PST)
604-661-6234
1-800-665-1517
Technical, account number, username, password, email issues
Contact Mitchell's Technical Assistance Center (TAC) Monday to Friday (5am to 5pm PST) and Saturday (7am - 11am PST)
1-800-448-4401
Inquiries about Mitchell labour times, P-Pages repair procedures, missing replacement parts in estimating software, or OEM repair procedures or for any inquiries related to NAGS pricing, labour times, or other NAGS related questions or concerns
Contact Mitchell's Editorial Team Monday to Friday (6:30am to 5pm PST)
1-800-448-4401 or [email protected]
Collision and glass repair programs and general vendor enquiries
Material Damage Account Services
The Account Services team is your primary point of contact with ICBC for all questions related to the collision and glass repair program, key performance indicators (KPIs)/scorecard, tiering, ICBC Procedures, Repair Network Locators, or Quality Assurance Performance Measures (QAPM).
Account Representatives: Primary point of contact for all independent Collision and Glass suppliers (non-claim specific inquires).
Account Managers: Primary point of contact for all MSO/Banner Collision and Glass suppliers (non-claim specific inquires).
Your contact: Not sure who your Account Rep or Account Manager is? Our MD Account Services list includes all B.C. shops (A-Z) and associated Account Services support.
Supplier Programs & Administration
We are here to answer your questions about direct deposit, change/transfer of ownership, training, applying for a vendor number. We also help with questions about the repair programs such as:
How to apply to the commercial collision, collision repair or glass repair programs
Logo and branding questions
Submission of personal info of facility employees who don't consent to storing info in Entegral
Questions related to the fields in the Entegral profile application
onboarding inquiries
completing profile
program requirements, including equipment standards
Contact ICBC Supplier Programs Monday to Friday (7:00am to 3:30pm PST)
604-777-4513
1-877-921-3311
If you are part of the program or have submitted a new application please reach out directly to your assigned supplier programs coordinator:
Manager, Supplier Programs & Administration | Christian Bishop | 236-429-1391 |
Supplier Programs Coordinator Burnaby, Kingsway, Newton, Maple Ridge, 5th & Cambie, SVA Craftsman Collision, Open Road Auto Group | Jennifer Pyefinch | 236-429-1394 |
Supplier Programs Coordinator Terrace, Williams Lake, Quesnel, Smithers, Prince Rupert, Fort St. John, Dawson Creek, Prince George, Victoria, Nanaimo, Campbell River, Duncan, Courtenay, Port Alberni The Boyd Group | Joanna Dzwinka | 236-429-1392 |
Supplier Programs Coordinator Capilano, Richmond, Surrey, Coquitlam, Langley, Powell River, Squamish, Sechelt Automind Collision Group | Carolina Takagawa | 236-429-1395 |
Supplier Programs Coordinator Abbotsford, Chilliwack, Kamloops, Kelowna, Penticton, Trail, Cranbrook, Vernon, Salmon Arm, Nelson Kirmac Collision & Autoglass, Lift Auto Group Operating Corp, Raydar Auto Group | Miriam Teng | 236-429-1393 |
Contact your Supplier Performance Management (SPM) Advisor:
Role | Contact | Desk Phone | Cell Phone | |
|---|---|---|---|---|
Manager, Supplier Performance Management | Chris Nagy | 604-777-4619 | 604-341-6756 | |
SPM Advisor | Al Howard | 604-777-4514 | 604-230-0933 | |
SPM Advisor | Angelo Carusi | 604-777-8510 | 604-328-1121 | |
SPM Advisor | Ben Booth | 604-520-8280 | 604-240-9668 | |
SPM Advisor | Brian Steele | 604-520-8233 | 604-802-7254 | |
SPM Advisor | Bruce Davidson | 604-850-8090 | 778-874-8225 | |
SPM Advisor | Colin Adams | 604-777-4524 | 604-219-8058 | |
SPM Advisor | Daniel Jacquart | 604-777-8508 | 604-789-2967 | |
SPM Advisor | Geoff Holmes | 604-777-4639 | 604-802-4692 | |
SPM Advisor | Ian Preddy | 604-777-8532 | 604-319-4306 | |
SPM Advisor | Jon Rathbone | 250-480-5655 | 778-584-1652 | |
SPM Advisor | Robert Morneau | 250-480-5754 | 250-920-6270 |
For QA Assessment clarification, please contact:
Role | Contact | Cell Phone | |
|---|---|---|---|
Manager, Supplier Quality Assurance | Jennifer Bouchard | 604-314-4649 |
Claims-specific enquiries
If you have questions about a claim you are processing please reach out to the assigned estimator. If you need to escalate an issue please reach out to one of the individuals listed below.
Manager, Operations Vehicle Estimating Services - Centralized Estimating Facility | Patrick Welford | 604-850-8049 |
Manager Estimating Services | Kelly Stapleton | 604-777-4509 |
Manager Estimating Services | Miguel Pires | 604-777-4546 |
Manager Estimating Services | Tracy Ardanaz | 604-777-4502 |
Manager, Claims Operations Estimating Services | Frank Marton | 250-770-8400 |
Manager Estimating Services 5th & Cambie / Capilano / Squamish / Sechelt | Andrew Stewart | 604-868-5109 |
Manager Estimating Services Abbotsford/Chilliwack | Curtis Yardley | 604-850-8004 |
Manager Estimating Services Newton / Langley | Sean Hodascek | 604-520-8240 |
Manager Estimating Services Burnaby/ Coquitlam | Randy Dollard | 604-439-4914 |
Manager Estimating Services CCMD / Subro / OOP | Kevin Lauguico | 604-279-7204 |
Manager Estimating Services Richmond/ Cranbrook / Nelson / Trail / Dawson Creek /Fort St. John | Dan Ford | 250-417-4870 |
Manager Estimating Services Williams Lake / Prince George / Quesnel/Terrace | Derek Kole | 250-561-5067 |
Manager Estimating Services Nanaimo / Port Alberni / Courtenay/ Centralized R.V. | Patrick Neal | 250-390-5546 |
Manager Estimating Services Penticton/Kelowna | Scott Panov | 250-770-8424 |
Manager Estimating Services Vernon/Kamloops | John Dolhanty | 250-503-2606 |
Manager Estimating Services Victoria / Duncan | John Betker | 250-480-5652 |
Manager, Operations Vehicle Estimating Services Repair Network | Wade Adams | 604-777-4563 |
Manager Estimating Services Express | Henry Chan | 604-777-4506 |
Manager Estimating Services Express | Robin Soni | 604-777-4528 |
Manager Estimating Services Express | Kelly Wynhoven | 604-777-4673 |
Manager Estimating Services Express | Mary Thomson | 604-777-4535 |
Manager Estimating Services Special Vehicle | Alan Hoare | 604-777-8579 |
Manager, Operations Vehicle Estimating Services Repair Network- Glass | Wade Adams | 604-777-4563 |
Manager Estimating Services | Luke Karpinski | 604-527-8704 |
Manager, Claims Operation Salvage Services & Commercial | Patrick Welford | 604-850-8049 |
Manager, Salvage Services Lower Mainland | Edward Urmenta | 604-528-7551 |
Manager, Salvage Services Outside Lower Mainland | Lori Garrett | 604-504-4302 |
Manager, Commercial Services Commercial Estimating Services | Phil Simpson | 604-533-7416 |
Manager, Commercial Services Commercial Estimating Services | Suresh Lal | 604-514-5350 |
Manager, Claims Operations Vehicle Settlement Services | Patrick Welford | 604-850-8049 |
Manager Estimating Services, Vehicle Settlement Services | Kallee Fodor | 604-850-8060 |
Manager Estimating Services, Vehicle Settlement Services | Trish Grass | 604-777-8518 |
Manager Estimating Services, Vehicle Settlement Services | Drew White | 604-777-4620 |
Manager, Claims Operations Vehicle Settlement Services | Wade Adams | 604-777-4563 |
Manager Estimating Services, Vehicle Settlement Services | Zoltan kolocka | 604-777-8568 |
Manager Estimating Services, Vehicle Settlement Services | Maria Zenone | 604-777-4571 |
If you're unable to generate a glass claim number, authorization is required, have a glass payment inquiry, expired claims, fatal error or system outage:
Contact Provincial Glass Operations (PGO) Monday to Friday (8am - 5pm PST) and Saturday (8am – 4pm PST)
Glass Repair Program Shops
604-516-8555 or toll free 1-866-827-7922
If you wish to escalate a claim related concern or provide feedback on an individual interaction; please contact the individuals below.
Manager, Operations Vehicle Estimating Services Repair Network - Glass | Wade Adams | 604-777-4563 |
Manager, Estimating Services | Luke Karpinski | 604-527-8704 |
Role | Contact | Desk phone | Cell phone |
|---|---|---|---|
Manager, Claims Operations Estimating Services | Patrick Welford | 604-850-8049 | |
Manager, Commercial Estimating Services | Phil Simpson | 604-533-7416 | 604-312-5174 |
Comm Claims Supervisor | Grant Hardman | 604-514-5373 | 778-877-8029 |
Comm Claims Appraiser | Rishad Ali | 604-533-7480 | 604-312-1417 |
Comm Claims Estimator | Darren Chiang | 604-439-4979 | 604-453-6805 |
Comm Claims Appraiser | Robert Clough | 604-533-7453 | 604-612-7838 |
Comm Claims Estimator | Duane Dougan | 604-702-3897 | 778-874-8244 |
Comm Claims Appraiser | Philip Fischer | 604-514-5366 | 604-612-5877 |
Comm Claims Appraiser | Myles Grisedale | 604-533-7449 | 604-202-4753 |
Comm Claims Appraiser | Charles Kidd | 604-533-7424 | 604-828-6501 |
Comm Claims Appraiser | Reece Lipkewich | 250-828-3925 | 604-842-8552 |
Comm Claims Appraiser | Richard Mooney | 604-850-8097 | 778-871-5967 |
Comm Claims Estimator | Lawrence Naidu | 236-983-3135 | |
Manager, Commercial Estimating Services | Suresh Lal | 604-514-5350 | 604-862-2305 |
Comm Claims Estimator | Greg Butler | 604-533-7470 | 604-619-7824 |
Comm Claims Estimator | Nathan Fry | 250-561-5090 | 250-612-2792 |
Comm Claims Estimator | Troy Hanley | 604-850-8088 | 604-230-8359 |
Comm Claims Estimator | Dean Heitman | 250-561-5041 | 250-640-6105 |
Comm Claims Estimator | Keith Laboucan | 250-561-5028 | 250-614-4933 |
Comm Claims Estimator | Ed Leduc | 250-828-3937 | 250-372-4806 |
Comm Claims Estimator | Bryan Macgregor | 604-533-7482 | 604-328-1724 |
Comm Claims Estimator | Victor Schanzenbach | 250-828-3977 | 250-319-3254 |
Comm Claims Estimator | Dale Stubel | 604-533-7478 | 604-798-0286 |
Comm Claims Estimator | Rob Widdowson | 604-612-5620 | |
Comm Claims Estimator | Tim Widdowson | 604-466-6516 | 604-690-2765 |
For same-day rental cancellations, or to reschedule a reservation more than 30 days in advance, please contact Loss Of Use:
Lower mainland: 604-982-4466
Outside lower mainland: 1-844-622-4466
For all other enquiries, use the rental agency submission form.
Strategy and associated policy/procedure related to ICBC Material Damage programs, rental or parts program
Sr Manager, MD Program Management Collision/Commercial | Troy Campbell | 604-870-6712 |
Manager MD Programs — Collision | Shane Loiselle | 604-785-3907 |
Manager MD Programs — Commercial | Kevin Walsh | 604-612-5487 |
Business Process Advisor (BPA) — Commercial | Jonathon Stewart | 778-888-1726 |
Manager, MD Programs Glass/Rental/Parts | Jamie Nunn | 250-819-0650 |
Business Process Advisor (BPA) Glass/Rental/Parts | James Parry | 604-837-9773 |
Manager, MD Programs VehicleSettlement/Salvage/Towing | Alex Jansen | 604-842-4739 |
Business Process Advisor (BPA) Settlement/Salvage/Towing | Gary Khakh | 604-788-5201 |