We're committed to our customers. If you're not happy with the service you've received from us, or a decision, procedure or policy, we want to work with you to make it right.
For issues with a claim, including repairs, fault decisions or settlement offers, visit claims feedback and appeals. You'll find lots of information about how to escalate your concerns.
We're here to listen. When you have unresolved questions or concerns, you'll have our attention. We'll explain what's behind your issue, and we'll work to find to find a solution.
Here are the steps that can help get the dialogue started.
If you're not happy with the service you've received, we encourage you to start by contact the manager or supervisor at the ICBC office you've been dealing with.
The manager or supervisor can:
In many cases, they'll be able to resolve your issue quickly.
If the manager/supervisor wasn't able to resolve your issue, or you used an appeal process but aren't satisfied, our customer relations department can help.
A customer relations advisor can:
We also work with these agencies to help resolve ICBC-related complaints and questions:
Monday to Friday:8:30 a.m. - 4:15 p.m
If you're not satisfied with our responses after going through the channels above, you may want to write to Peter Burns, Q.C., ICBC's fairness commissioner.
The fairness commissioner can:
Find out more about ICBC's fairness commissioner
If the fairness commissioner can't resolve your concerns, there's still another step to consider. The B.C. Ombudsperson may look at your issue and make recommendations to ICBC.
Learn about the Office of the Ombudsperson
Do you supply goods or services to ICBC? If you have a complaint, please let us know so we can try to address your concerns.
Learn about the steps to address supplier complaints