Claims

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Steps of your claim

Have you been in a crash or suffered damage, theft or vandalism to your vehicle? Find out all you need to know about making a claim, whether you’re covered and the steps involved for each type of claim.

Once you've reported a claim online or by phone, you can check its status online at any time.

Collision

Collision claims

If you've been in a crash or suffered a hit and run, we're here to help.

Am I covered?

If you purchased ICBC Collision coverage (or the other driver is wholly or partially at fault), then all or most or your repair costs are covered.​

Steps of your claim

Here's what to expect when you make your claim.

Step 1: Report your claim online or by phone

You can report your collision claim online or by calling Dial-a-Claim.

Step 2: Tell us what happened

One of our adjusters is assigned to your claim.

The adjuster gathers as much information as possible about the crash, determines liability—who is at fault—and also considers the rules of the road as outlined in the Motor Vehicle Act.

If you have any questions or concerns, please let your adjuster know. You can also check the status of your claim online using our online claims service.

Step 3: Get an estimate of the damage

A certified estimator examines the damage to your vehicle, then writes up an estimate of the repairs needed and their cost.

The estimator’s findings may help the adjuster assess liability for the crash.

Step 4: Get your vehicle fixed

You may take your vehicle to any collision repair shop, but we recommend using an ICBC c.a.r. shop VALET facility.

Repairing your vehicle

Step 5: Pay a deductible (if required)

ICBC pays most shops directly for the estimated repair work.

When the repairs are done, you may have to pay a deductible, or part of the cost of depreciation, to the shop.

Will I have to pay more for insurance?

If you're more than 25 percent at fault, you will likely have to pay more for insurance unless you have a long, claim-free record. The premium on your Optional insurance may go up, too.

How a crash affects the cost of your insurance

Injury

Injury claims

When you've been in a crash, you want to know that you'll be taken care of. We're here for you now.

Am I covered?

Your Autoplan Basic insurance provides you with medical benefits and wage-loss assistance when injured.

Steps of your claim

Here's what to expect when you make your claim.

Step 1: Report your claim online or by phone

Being in a crash can leave you feeling shaken up. When you feel ready, report your injury claim online or by calling Dial-a-Claim.

Step 2: Tell us what happened

Our adjusters are here to answer your questions and guide you through your claim from start to finish. The first step is to speak with an adjuster so they can understand what happened at the crash.

Step 3: Get the treatment you need

Your healthcare professionals will work with you to put in place a plan for your recovery. We'll be here to support you with easy access to the treatment you'll need to get better.

Treatment and recovery

Step 4: Get your vehicle fixed

When you call to report your claim, we'll let you know whether you can go directly to an auto body shop for your estimate and repairs, or if you'll need to first come in to a claim centre. Either way, you can get your repairs done at the auto body shop of your choice.

Repairing or replacing your vehicle

Glass and windshield

​Glass and w​indshield claims

Has your windshield been hit by a flying rock recently? We'll help you repair your windshield or replace any damaged glass, quickly and easily.

Am I covered?

You are covered if you have Autoplan Comprehensive coverage. What's more, you may be able to have your windshield repaired for free, without paying a deductible.

If only one piece of glass is damaged

Go directly to a Glass Express facility

If you just have one piece of glass that's damaged, and no other related vehicle damage, you can go directly to an ICBC-approved Glass Express facility.

Important: Where to get your windshield repaired

Windshield repairs can only be completed by ICBC Glass Express facilities under your Comprehensive coverage.

If there are no Glass Express facilities in your area, please call Dial-a-Claim.

If more than one piece of glass is damaged

Report a claim first

If your vehicle has undergone more extensive damage, you'll need to call Dial-a-Claim before you can get your work completed.

Call Dial-a-Claim first if:

  • more than one piece of glass is damaged
  • any paint or other part of your vehicle besides the windshield or a side/rear window is damaged (for example, the door or the hood)
  • your vehicle is more than 20 years old
  • you have a Temporary Operation Permit or a Vehicle in Storage policy.

After reporting your claim, you may need to go to an ICBC claim centre for a damage estimate before taking your vehicle to a glass repair shop.

Can my windshield be repaired?

Comprehensive coverage includes free windshield repairs when:

The damage is smaller than a loonie.

 


 The damage isn't in the driver's line of vision.

 

The damage isn't a long crack.

 

There isn't pre-existing damage (such as a long crack) that doesn't qualify for repair.

 

Please note: These are general guidelines. Only a Glass Express facility will be able to determine if it is safe and appropriate to repair (rather than replace) your windshield.

How your deductible works

The deductible is the amount you have to pay towards work performed before your insurance covers the rest.

You won’t have to pay a deductible to have your windshield repaired. However, if your damaged windshield is deemed unsafe and not appropriate to repair, you will need a replacement and a deductible will apply. Please see the Comprehensive coverage on your vehicle's policy to see the deductible you purchased.

For more information

Please call a Glass Express facility or contact us.

Auto theft

​Auto theft claims

Having a car stolen can be an anxious ordeal. By knowing what to expect after making your claim, we hope you get through the experience with less stress and worry.

Am I covered?

You are covered if you bought ICBC Comprehensive or Specified Perils insurance and your claim is accepted.

Steps of your claim

Here's what to expect when you make your claim.

Step 1: Report to your local police

All stolen vehicles must be reported to the police. Please note the police file number. You’ll need it when you make a claim with us.

Step 2: Report your claim online or by phone

Report your auto theft claim online or by calling Dial-a-Claim.

Step 3: Arrange for alternate transportation

If your claim is accepted, the maximum we pay for alternate transportation (rental vehicle, taxi or public transit) is $40 per day up to a maximum amount of $800 on a reimbursement basis:

Additional Coverage Purchased

If you bought one of the following optional coverages, you're eligible for a rental vehicle as soon as you need one:

No Additional Coverage Purchased

If you don't have one of the coverages noted above:

  • You can choose to rent a vehicle or pay for taxis or public transit at your own expense for the first 72 hours, or
  • you must wait 72 hours after reporting to the police before you can obtain alternate transportation and be reimbursed.

Step 4: Speak with an adjuster

You may be asked for a written statement about the theft.

Ensure you have all your sets of keys for your car as they will be needed if your vehicle is recovered

Step 5: If your vehicle is not found

Prior to settlement, ICBC will start the total loss evaluation process to determine a fair market value (actual cash value) for your vehicle.

Step 6: If your vehicle is found

 

The police recover many stolen vehicles.

If you are contacted by the police about your vehicle, please let your adjuster know.

If your vehicle is a write-off, you'll be offered a settlement based on its fair market value (actual cash value).

Step 7: ICBC estimates the damage

If your vehicle is recovered within 22 days, it is towed to a claim centre for a damage estimate.

Step 8: Shop repairs your vehicle

If there is any damage to your vehicle (and it’s repairable), you can go to any collision repair shop in B.C. (We recommend using a c.a.r. shop VALET facility.)

Repairing your vehicle

Step 9: You pay a deductible (if required)

When the repairs are done, you may have to pay a deductible to the shop, and possibly an amount to cover part of the cost of depreciation, too.

(If you purchased the RoadsidePlus package, all or part of your theft deductible may be waived.)

Auto equipment theft

Auto equipment theft claims

​Had your stereo stolen from your vehicle? Snow tires? Here's what to do.

Am I covered?

If you purchased ICBC Comprehensive or Specified Perils insurance, you have coverage for your vehicle's permanently attached equipment.

If the equipment is not permanently attached, you may not be covered.

What's permanently attached equipment?

In a basic sense, something permanently attached is generally something that's fixed to your vehicle. Common examples are: a stereo, speakers or snow tires.

If you have any questions as to whether your item(s) qualify, please call us.

Steps of your claim

Here's what to expect when you make your claim.

Step 1: Report to your local police

You must report the theft to the police. Be sure to take down the police file number, if available, before calling Dial-a-Claim or reporting your claim online.

Step 2: Report your claim online or by phone

Report your auto equipment theft claim online or by calling Dial-a-Claim. Our staff will handle your claim for you and direct you to an ICBC approved c.a.r. shop Valet facility for your repairs if applicable.

Please have your receipts ready for what was stolen unless the equipment was installed as Original Manufacturers Equipment (OEM). You don't have to wait to see if the equipment is found.

If an estimate is required, you will either be referred to an ICBC-approved c.a.r. shop Valet facility or a local ICBC claim centre.

Step 3: Provide proof of theft

To make an equipment theft claim, you must produce proof of the existence and value of non-manufacturer's equipment. Receipts should be kept together with a note of the year, make, model and serial number for the equipment. Photos may also be useful.

Step 4: Get a estimate of damage

If an estimate is required, you will either be referred to an ICBC-approved c.a.r. shop Valet facility or a local ICBC claim centre. The process will vary depending on whether you select a c.a.r. shop Valet location or another repair shop. Find out more about repairing your vehicle.

Step 5: Speak with your adjuster

If a police file was opened, you will meet with an adjuster who will follow up on the outcome of the investigation and proceed accordingly.

Step 6: Get your vehicle fixed

If there is any damage to your vehicle (and it’s repairable), you can go to any collision repair shop in B.C. (We recommend using a c.a.r. shop VALET facility.)

Step 7: You pay your deductible

When the repairs are done, you may have to pay a deductible to the shop, and possibly an amount to cover part of the cost of depreciation, too.

The Comprehensive or Specified Perils deductible applies to auto equipment theft claims. The deductible is the amount you have to pay toward repairs or costs before your insurance pays for the rest.

(If you purchased the RoadsidePlus package, all or part of your theft deductible may be waived.)

Anti-theft devices and deductibles

If your anti-theft device prevented a total theft of your vehicle, you may be entitled to the reimbursement of $100 of your deductible.

Step 8: If your equipment is found

Find out what happens if your auto equipment is recovered.

When the repairs are done, you may have to pay a deductible to the shop, and possibly an amount to cover part of the cost of depreciation, too. For example:

  • If the auto equipment can be identified (usually by serial number) and ICBC has notified the police that we have paid your claim​, then the police will notify ICBC of the recovery.​
  • If we have not yet notified the police​, then the police will contact you about the recovery.

Important: Let your adjuster know about the recovery of your auto equipment.

Note: If ICBC isn't notified, you may have to pay back the cost of your claim.

(If you purchased the Roadside Plus package, all or part of your theft deductible may be waived.)

Vandalism

Vandalism claims

​Has someone scratched your car with a key or slashed your tires? We'll help you get rid of those key-scratches, dents or graffiti.

Am I covered?

If you purchased ICBC Comprehensive insurance, you are covered for vandalism claims.

Steps of your claim

Here's what to expect when you make your claim.

Step 1: Report to the local police

If the vandalism happened:

Police file number 

Be sure to write down the police file number, if one is available.

Step 2: Report your claim online or by phone

Report your vandalism claim online or by calling Dial-a-Claim.

After you have reported your claim, our staff will handle your claim for you and direct you to an ICBC approved c.a.r. shop Valet facility for your repairs if applicable.

Step 3: Get an estimate of the damage

Once a damage estimate has been completed, you may have your car fixed at the repair shop of your choice. The process will vary depending on whether you select a c.a.r. shop Valet location or another repair shop.

The estimator’s findings may help the adjuster assess liability for the crash.

Find out more about repairs

If your vehicle is not repairable and must be written off, you will receive a total loss settlement. You will need to sign a salvage release and we will send your vehicle to our Salvage Department for disposal.

Find out more about writeoffs

Step 4: Meet with your adjuster

If a police or RCMP file was opened, you will meet with an adjuster who will look after your claim.

Step 5: You pay your Comprehensive deductible

If you have a vandalism claim, you pay the Comprehensive deductible and ICBC pays the remainder of the costs less depreciation. The deductible is the amount you have to pay toward repairs or costs before your insurance pays for the rest.

Fire damage

Fire damage claims

​If your car has been damaged by fire, here's what to do.

Am I covered?

A fire damage claim is covered under ICBC Comprehensive or Specified Perils insurance. A deductible applies, and you may also have police and fire reports of the incident.

Steps of your claim

Here's what to expect when you make your claim.

Step 1: Get police and fire reports

If the police and fire departments attended, there will be report file numbers from both emergency services. Be sure to have both the police and fire file numbers handy before calling Dial-a-Claim. If neither the police nor the fire department attend, your adjuster will complete a fire report for the Office of the Fire Commissioner.

Step 2: Report your claim online or by phone

Report your fire damage claim online or by phone. 

Our staff will handle your claim for you and direct you to an ICBC approved c.a.r. shop Valet facility for your repairs if applicable.

Step 3: Speak with the adjuster

Your adjuster will take your statement, including whether you notified your local fire department and whether an incident number was assigned.

Step 4: Get an estimate of the damage

An estimator looks at your vehicle to assess how bad the damage is. For example:

  • If your vehicle is repairable, then depending upon whether your vehicle is driveable, you or the shop of your choice will get a repair sheet.​
  • If your vehicle is not repairable and is a writeoff​, then the estimator determines the Actual Cash Value (ACV) for a writeoff. You will receive a total loss settlement. You will need to sign a salvage release and your vehicle will then be sent to our Salvage Department for proper disposal.

Find out more about write-offs.

Step 5: Pay your deductible

For fire claims, you need to pay the Comprehensive or Specified Perils deductible. This is the amount you have to pay toward repairs or costs before your insurance pays for the rest.

Emergency roadside expenses

Emergency roadside expenses

If you've had a roadside emergency such as a breakdown, flat tire or locked-in keys, you can claim for the expenses incurred. You’ll need to make the claim within 12 months.

Am I covered?

If you have our Roadside Plus insurance package, you can be reimbursed up to $50 for emergency roadside expenses. There is a limit of two claims per policy term.

What expenses qualify?

Roadside emergencies that qualify for repayment include:

  • mechanical breakdowns
  • locking your keys in your vehicle
  • a flat tire
  • jump-starting a dead battery

If your vehicle has been towed due to a mechanical breakdown (not a motor vehicle crash), coverage includes the cost of the tow truck attending, but not the cost of parts or supplies including gasoline, oil, batteries and tires.

Steps of your claim

Step 1: Report your claim online or by post

You can report your claim online or by calling Dial-a-Claim. You can also download our Emergency Roadside Expense Repayment form and mail it in to us.

Step 2: Receive reimbursement

Once your claim has been processed, you should receive your reimbursement promptly.

You may want to setup an Electronic Funds Transfer (EFT) to have your claim payments deposited directly into your bank account. Find out how to set up direct deposit.