Claims

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     Report a claim

    Call us 24 hours a day,
    7 days a week​

    We've updated our claims system to help serve you better. We appreciate your patience during this transition. Wait times for Dial-a-Claim are longer than usual. To save time, you can quickly and easily report a claim online if you've had a crash with no injuries to anyone in your vehicle, or want to report vandalism, theft of, or theft from your vehicle.

    Learn more about reporting a claim 

    Dial-a-Claim ​

    Phone_icon.gif604-520-8222 
    Lower Mainland

    Phone_icon.gif1-800-910-4222
    Elsewhere in B.C., Canada, and the U.S.​

    Online​​

    Some claims (collision, theft and vandalism)
    can also be reported online.

     

     Steps of your claim

    Collision claims

    If you've been in a crash, we're here to help.

    Am I covered?

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

    Here’s what to expect when you make your claim:

    Steps of your claim

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

    Step 1: Call Dial-a-claim or make your report online

    You can either call Dial-a-Claim or report certain types of claims online, 24/7.

    For more information about What to do after a crash if you are involved in a crash, we suggest printing a copy to keep in your glove box.

    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.

    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 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: Call Dial-a-Claim or make your report online

    Being in a crash can leave you feeling shaken up. That's understandable. When you feel ready, make the call to report your claim or report online.

    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 5: 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 w​indshield claims

    Had a break-in? Hit a rock in the road? We'll help you replace your windshield or window quickly and easily.

    Am I covered?

    If you have Autoplan Comprehensive coverage, you can usually go directly to a Glass Express shop to get a window or windshield replaced.

    Replacing one piece of glass with no other damage?

    Go directly to a Glass Express shop

    If you just have one piece of glass, such as your windshield or a window to replace, you can go directly to an ICBC-approved Glass Express shop.

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

    All other glass claims


    Call Dial-a-Claim first

    If your vehicle has undergone more extensive damage, you'll need to file a claim before you can get your repairs.


    Call Dial-a-Claim if:

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


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

    Windshield repairs

    Sometimes a windshield can be safely repaired instead of replaced.

    Comprehensive insurance doesn’t cover the cost of repairing a damaged windshield. However, it usually costs less to repair a windshield than to pay a deductible.

    How your deductible works

    The deductible is the amount you have to pay towards repairs before your insurance covers the remaining costs. For a front windshield damaged by flying objects such as rocks or gravel, your deductible is $200 (if you bought Comprehensive coverage with the minimum $300 deductible).

    For all other causes of damage to any of your windows, you'd pay whatever Comprehensive coverage deductible you purchased.

    You pay your Comprehensive deductible to the repair shop.

    For more information

    Please call a Glass Express shop or contact us.

    ​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 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: Call Dial-a-Claim or report the claim online

    Next, call Dial-a-Claim and speak to one of our adjusters, or report online 24/7.

    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 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: Call Dial-a-Claim or report the claim online

    Call Dial-a-Claim to make a report or make your report online

    • handle your claim for you and direct you to an ICBC-approved c.a.r. shop Valet facility, or
    • arrange an appointment at an ICBC claim centre for you to see an estimator and an adjuster.

    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.

    If...​​Then...
    the auto equipment can be identified (usually by serial number) and ICBC has notified the police that we have paid your claim​the police will notify ICBC of the recovery.​
    we have not yet notified the police​
    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 RoadsidePlus package, all or part of your theft deductible may be waived.)

    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: Call Dial-a-Claim or report the claim online

    You can either call Dial-a-Claim or report online 24/7.

    After you have reported your claim, Dial-a-Claim staff will either:

    • handle your claim and send you to an icbc-approved ca.a.r. shop Valet facility, or
    • make an appointment for you at an ICBC claim centre.

    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 claims

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

    Am I covered?

    A fire damage claim is covered under 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: Call Dial-a-Claim or report the claim online

    Call Dial-a-Claim to make a report, or report online 24/7.  If this is a "no flame" situation, the adjuster will be assigned to your claim,

    • direct you to an ICBC-approved c.a.r. shop Valet facility, or
    • arrange an appointment at an ICBC claim centre for you.

    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.

    ​If...​Then...
    your vehicle is repairable ​depending upon whether your vehicle is driveable, you or the shop of your choice will get a repair sheet.​
    your vehicle is not repairable and is a writeoff​ 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.

     Guaranteed repairs

    Repairs are guaranteed

    ​If you've been in a crash, you want to know that your car repairs will be done right. ICBC has accredited more than 400 auto body shops throughout B.C. to ensure that you receive safe, high-quality repairs.

    Auto body shop

    When you choose to go to a c.a.r. shop or c.a.r. shop VALET facility, the repairs are guaranteed for as long as you own your vehicle.

    c.a.r. shop VALET facilities also help you with transportation while your vehicle is being repaired. They'll even pick you up to exchange your vehicle and return it when repairs are finished, at no extra charge.

     Free translation

    No matter what language you speak, we speak it too

    Involved in a claim and English isn't your first language?

    We offer a free, over-the-phone translation service to help you explain the details of your claim. Translation is available in over 170 languages including Cantonese, Mandarin, Punjabi, Korean, Vietnamese, Farsi, Spanish, Hindi, Russian, Polish, and French.

    How to speak with a translator

    You can be connected to a translator by Dial-a-Claim or by claim centre adjusters. If you're unable to communicate clearly in English, we will call an interpreter. Within a few minutes, someone will be able to translate for you in your own language.

    Crash cards

    Translated crash cards are available in:

     Secure email

    Using secure email to protect your privacy

    At ICBC, we have a responsibility to ensure your personal information is disclosed, stored and accessed in accordance with the Freedom of Information and Protection of Privacy Act (FIPPA). We take this responsibility seriously and maintain reasonable security measures to protect your privacy.

    Email is a fast and convenient way to communicate information with you about your claim. However, there are some privacy risks to consider, which is why we protect your personal claims information by corresponding with you through our Secure Web Mail service.

    Activating your Secure Web Mail account

    The first time an ICBC claims representative contacts you by secure email, you will receive a system message requesting that you activate your personal webmail account by setting up a password. Once activated, you will be given immediate access to your secure email. The steps are easy and you only need to set up your account once to receive secure emails from any ICBC representative.

    More information

    If you have questions about ICBC’s Secure Web Mail service, please refer to these frequently asked questions, or contact the ICBC claims representative you have been corresponding with about your claim.