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

604-777-4660

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

Contact Entegral Monday to Friday (5am to 5pm PST)

1-877-933-2063

[email protected]

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

[email protected]

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
General Line Toll-Free

236-429-1391​​​​
1-877-921-3311

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) A​d​visor:

Role

Contact

Email

Desk Phone

Cell Phone

Manager, Supplier Performance Management

​Chris Nagy

chris.nagy​@icbc.com

604-777-4619

604-341-6756

SPM Advisor

​Al Howard

[email protected]

​604-777-4514

​604-230-0933

SPM Advisor

​Angelo Carusi

[email protected]

604-777-8510

604-328-1121

SPM Advisor

​Ben Booth

[email protected]

604-520-8280

604-240-9668

SPM Advisor

​Brian Steele

[email protected]

604-520-8233

604-802-7254

SPM Advisor

​Colin Adams

[email protected]

604-777-4524

604-219-8058

SPM Advisor

​Daniel Jacquart

[email protected]

604-777-8508

604-789-2967

SPM Advisor

​Geoff Holmes

[email protected]

604-777-4639

604-802-4692

SPM Advisor

​Ian Preddy

[email protected]

604-777-8532

604-319-4306​​

SPM Advisor

​Jon Rathbone

[email protected]

250-480-5655

778-584-1652

SPM Advisor

​Robert Morneau

[email protected]

250-480-5754​

​250-920-6270

Claims-specific enquiries

|

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
Provincial Glass & Vendor Unit

Luke Karpinski

604-527-8704​

​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

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