First, your ICBC adjuster fully investigates your claim. Gathering and assessing all the information about a crash can be a complex, time-consuming process.

The kinds of information an adjuster assesses could include the following:

• statements from drivers
• witness statements
• estimators’ reports of vehicle damage
• the police report
• photos of the crash scene
• reports from fire and ambulance personnel

Your adjuster will also consider

• B.C.’s Motor Vehicle Act—the “rules of the road”, and, when necessary
• past court decisions in similar crashes.

Determining fault is not arbitrary.

For more information, see crash and fault assessment examples.

The deductible is the uninsured portion of any damage to your vehicle. That is, it is the amount you must pay toward repairs or costs. Your insurance pays for the rest.

When you buy insurance, the price you pay depends in part on the amount of deductible you choose. The higher the deductible, the lower the cost of your premium.

If the other driver is at fault and insured by ICBC, your deductible may be reimbursed or waived. If the other driver is not insured by ICBC, you or your adjuster will need to request the reimbursement of your deductible from the other driver’s insurance company.

If you have private insurance coverage, only at-fault claims that ICBC or other insurers pay on your behalf will affect the cost of your ICBC insurance premium.

Each time you cause a motor vehicle crash and ICBC has to pay an at-fault Collision or Third Party Liability claim on your behalf, your insurance premium will increase.

The more accidents you cause, the more likely your Basic premiums will increase, unless you have been claim-free for a long time.

If you are not at-fault or only 25 per cent* at fault for the crash, the claim will not increase your insurance premium.

Before renewing your insurance, you may wish to call ICBC’s Customer Contact at 604-661-2800 or 1-800-663-3051 to discuss any potential impact on your policy.

* Claims are chargeable if we cannot recover at least 75 per cent from another party.

If you are more than 25 per cent* at fault for a crash and you don't renew your insurance policy, the claim may still affect the insurance cost of another vehicle you own, or the insurance cost of a vehicle owned by the person who was driving at the time of the crash.

* Claims are chargeable if we cannot recover at least 75 per cent from another party.

Maybe. It's worth asking your adjuster.

However when you are more than 25 per cent* at fault for a crash, any payment to the other motorist or damages paid under your insurance policy may affect your insurance premium.

Read about at-fault and partly at-fault crashes.

* Claims are chargeable if we cannot recover at least 75 per cent from another party.

If you have a crash or a Comprehensive or Specified Perils claim, you may be able to get a rental vehicle if you purchased from ICBC Autoplan:

• Loss of Use 
• RoadStar Package or
• RoadsidePlus

If you purchased Loss of Use, you are entitled to reimbursement for the cost of:

• Renting a substitute vehicle
• Hiring taxis or using public transportation

When you purchased this coverage, you also chose:

• The maximum amount you are allowed to spend per day on substitute transportation.
• The total amount you are allowed to spend on substitute transportation during the entire time you need it.

After you make a claim under this coverage, ICBC will authorize you to begin using substitute transportation immediately after your crash. Loss of Use ends when one of the following happens:

• Repairs are completed, or
• ICBC makes a settlement offer for your vehicle; or
• You have spent up to the total limit of your coverage.
• If you do not have Loss of Use coverage, you may still be entitled to a substitute vehicle — if the other driver is found to be at fault, and depending on that driver's insurance coverage. You should keep all expense receipts for substitute transportation that you use while your vehicle is out of service. Present these to your adjuster after fault has been determined.

Some ICBC c.a.r. shop facilities also offer guaranteed repairs with guaranteed mobility. ICBC c.a.r. shop VALET facilities will meet your transportation needs while your vehicle is being repaired.

Customers are free to choose any rental company but we recommend using a preferred rental vehicle supplier to ICBC if you live in the Lower Mainland, Vancouver Island, Southern Interior, Central Kootenays, Prince George or Terrace. Customers in these areas who choose a rental car company other than one of our preferred rental vehicle suppliers should confirm if the rental company will match ICBC’s rate structures. If not, you may have to pay additional charges and you’ll need to submit the invoice to ICBC. You'll be reimbursed for eligible expenses.

Our preferred rental vehicle suppliers are:

Ron Ridley Rentals (Williams Lake)

Hertz Canada (Lower Mainland, Prince Rupert, Terrace and Victoria)

Budget Rent A Car  (Campbell River, Castlegar, Courtenay, Cranbrook, Duncan, Kamloops, Kelowna, Nanaimo, Nelson, Parksville, Penticton, Port Alberni, Prince George, Salmon Arm, Tofino and Vernon)

Paying by credit card for a rental car depends on the rental company. Some have payment and age restrictions. It is best to call the company you are thinking of using.

To rent a car, you may need special insurance. You will also need to list additional drivers to ensure they are covered too. This should be discussed with your adjuster and rental company.

Even if your car has no damage, you may be required to attend an appointment to assist in the claim investigation.

You may be asked to come to a claim center so that ICBC can document the damage to your vehicle as part of the claim investigation.

During regular business hours, contact the claim centre directly.

After hours, phone Dial-a-Claim (open 24 hours a day):

• Lower Mainland: 604-520-8222
• Elsewhere in B.C.: 1-800-910-4222
• Outside B.C.: 1-800-667-7740

During regular business hours, contact the claim centre.

After hours, phone Dial-a-Claim (open 24 hours a day):

• Lower Mainland: 604-520-8222
• Elsewhere in B.C.: 1-800-910-4222
• Outside B.C.: 1-800-667-7740

Your ICBC adjuster will assess fault based upon the information available. By law, every motorist in B.C. is required to report a crash, but must be allowed a reasonable amount of time to do so. If, by the time you get to your claims appointment, the other motorist has not reported, your adjuster will attempt to make contact by telephoning or sending a letter.

After two weeks, ICBC will send a second, certified letter, asking the other motorist to report within the next 10 days. Your adjuster will advise that if the motorist fails to do so, ICBC will assess fault based on the information available.

For claims outside B.C., customers should call Dial-A-Claim at: 1-800-910-4222.

IMPORTANT: ICBC Autoplan insurance is only valid in Canada and the U.S., not in Mexico.

Regardless of your location, you might be required to report vehicle crashes or vehicle-related crimes to the police. While all serious crashes must be reported to the police, ask your local detachment about its preferences for reporting other claims-related incidents. Be sure to note the police file number, if available, before calling Dial-A-Claim.

In the case of a multi-vehicle crash, please obtain the following information from each of the other motorists:

• The name of each driver's insurance company
• Each driver's insurance policy number

More information on making an ICBC claim »

You might be required to report vehicle crashes or vehicle-related crimes to the police. While all serious crashes must be reported to the police, ask your local detachment about its preferences for reporting other claims-related incidents. Be sure to note the police file number, if available, before calling Dial-A-Claim.

There are several forms you may be asked to sign.

Accident statement

Your adjuster may ask you to sign a statement about the crash that describes, in your own words, how it happened.

ICBC Accident Benefit application

If you are injured, you will need to apply to receive ICBC's No-Fault Accident Benefits. These medical and disability benefits are available to nearly everyone in British Columbia who has been injured in a crash, either as a vehicle occupant, pedestrian or cyclist. It is to your advantage to sign this form to ensure that you protect your entitlement to benefits.

Release-of-information forms

In order to evaluate your claim, your adjuster may need information from a variety of sources. Release-of-information forms authorize ICBC to gather only the information we need to assess your claim. For example, if you are claiming wage loss, your adjuster will need employment records to verify your salary and benefit level prior to your crash.

You may be asked to sign release forms for information concerning:

• Employment records
• Business records
• Medical records
• Education records

Yes, of course. You do not need to sign any of these forms immediately. However, in order to avoid delays, it helps if you sign the forms and return them to your adjuster as soon as possible. If you would feel more comfortable, take the forms home with you. Discuss them with a friend, relative or other person of your choice before bringing them back to your adjuster.

If you want to make changes to your statement, please feel free to discuss those changes with your adjuster.

Note: You have only 90 days after your accident to return your Accident Benefits form to ICBC or you may lose your right to claim for those benefits.

That is your decision to make. Our goal is to settle all claims fairly and promptly. We would like the opportunity to meet your needs without the expense and delay of litigation. However, you are entitled to appoint legal counsel at any time during the claims process.

If you want to start a legal action with respect to your claim, you must do so within the applicable time limits. Your adjuster can provide you with more information about the time limits that apply to you. Find out more about disputing through the courts »

If a private insurance company insured you or the other driver, it may  take much longer to settle your claim. Your ICBC adjuster may need to negotiate  with the adjuster from the other insurance company.

An ICBC adjuster will assess fault based upon the information available. By law, every motorist in B.C. is required to report a crash to ICBC, but must be allowed a reasonable amount of time to do so. If, by the time you get to your claims appointment, the other motorist has not reported, your adjuster will contact by telephone or by sending a letter.

After two weeks, we will send a second, certified letter, asking the other motorist to report within the next 10 days. We will advise that if the motorist fails to do so, we will assess fault based on the information we have.

You may wish to dispute the decision in court and consult a lawyer to help you through the process.

If you sue, your case may eventually have to go to court for a decision. In fact, most cases settle before they go to court. Bear in mind that if you cannot reach a settlement outside of court, it could take as long as two years or more before your case goes to court. See disputing through the courts.

ICBC does not provide coverage for most routine travel expenses, such as mileage or parking. However, you can request reimbursement for the following costs:

• Travel to an independent medical examination
• Out-of-town travel for treatment not available locally
• Travel required as part of a rehabilitation plan for those with catastrophic injuries

The above is only a partial list. Payment of travel expenses will be based on each individual's needs.

Yes – if the hard of hearing customer does not want to communicate in writing or through a family member or friend and asks ICBC to cover the cost of an interpreter, ICBC will do so, providing the cost is reasonable (there is often a two hour minimum charge).

Before authorizing any repairs outside the province, call Dial-A-Claim at 1-800-910-4222. A telephone adjuster will advise you if your car can be repaired where you are or whether it will need to be brought back to British Columbia.

Some repair shops outside B.C. may not accept payment directly from ICBC. If this is the case, you might have to pay for the repairs yourself. You can apply to ICBC for reimbursement when you get back home.

Keep a copy of the repair shop's bill and supporting invoices for parts and materials. You will need these for reimbursement.

If the only damage to your vehicle is a single window or windshield, you will need to either:

1. Report to an ICBC Claim Centre, because Dial-A-Claim does not handle glass claims, or
2. Go directly to a Glass Express shop »
   

Most glass or windshield claims qualify under Glass Express.

If your glass claim also includes damage to the paint or any other parts of the car, it does not qualify for Glass Express and must be estimated at an ICBC Claim Centre.

Visit glass claim for more information.

When you make a claim, an estimator must decide whether your vehicle should be repaired or declared a writeoff (“total loss”).

Vehicles are written off when the cost of repairing them exceeds their actual cash value (ACV). Here is an example:

• The cost of repairing a vehicle is $8,000.
• The ACV of the vehicle is $10,000.
• The estimated salvage value is $3,000.

This vehicle would be a writeoff. It would cost ICBC more to fix the vehicle ($8,000) than to pay the ACV ($10,000) and recover some of the costs by selling it as salvage ($3,000).

If your vehicle was towed by a towing company, it will be kept in storage until an ICBC estimator can examine it.

Learn about repairing or replacing a vehicle »

ICBC determines the vehicle's Actual Cash Value (ACV). The ACV is the current market value — what your vehicle would have sold for in the local market just before the damage happened.

To determine the ACV, ICBC does a comprehensive inspection of your vehicle, taking into consideration the following:

• Year, make and model
• Factory options
• After-market equipment
• Mileage
• Condition of interior, exterior, mechanical and tires

ICBC may use the services of an independent appraisal company that compares your vehicle with recently sold vehicles in your area. We also review local classified ads, such as the Buy and Sell and AutoTrader.

Receipts for after-market equipment or upgrades may be required to substantiate any adjustments to the Actual Cash Value.

ICBC has a special facility in Coquitlam that handles estimates for all non-drivable vehicles within Metro Vancouver.

Once ICBC has had the opportunity to inspect your vehicle, you may have it repaired. If the other motorist is found at fault for the crash, ICBC may be able to reimburse the deductible you have paid the repair shop. If you are found partly at fault, you will be responsible for that percentage of your collision deductible.

If you are found at fault for the crash, there can be advantages to repaying your claim, such as protecting your insurance premiums. Whether this makes sense will depend upon:

• How badly your vehicle was damaged in the crash.
• How badly any other vehicles were damaged in the crash.
• Whether any other people were injured in the crash and how seriously they were injured.

Your adjuster will be able to assist you in determining whether this is a worthwhile option.

Once the repairs are completed to both your vehicle and the other driver's vehicle, you will be advised of the repair cost. At that time, you will be offered an option of paying for the claim.

A cash settlement for vehicle damage is dependent on meeting road-safety requirements and other factors. Please discuss the possibility of a cash settlement with your estimator.

Locate an ICBC claim centre »

You can get your vehicle fixed by any auto repairer in B.C., but we suggest you consider a c.a.r. shop, or a c.a.r. shop "VALET" facility.

All c.a.r. shop and c.a.r. shop VALET facilities are ICBC-accredited auto-body shops that do safe, quality repairs.

c.a.r. shop facilities provide:

• Guaranteed repairs to your vehicle, including replacement parts that are guaranteed for as long as you own your vehicle.

In addition to the above, ICBC c.a.r. shop VALET facilities can help you with transportation. These shops provide:

• Vehicle pick-up and drop-off service.
• Ability to collect your vehicle from your home or workplace (within 30 km of the shop) and return it to you when the repairs are done. This service does not cost extra.
• Convenience of on-site damage estimates.

If your claim qualifies, you can go directly to a c.a.r. shop VALET facility for a vehicle damage estimate, and get the repairs done at the same convenient location. You do not need to have your car estimated at an ICBC claim centre first.

When reporting your claim, we will let you know if you qualify for this service.

All c.a.r. shop facilities must meet ICBC's high standards for workmanship, customer service and facilities. Locate an ICBC c.a.r. shop.

Repairs done by ICBC-accredited shops are guaranteed for as long as you own your vehicle.

Here’s what you can do if

• you’re not satisfied with the repairs
  
• your vehicle wasn’t repaired by an ICBC-accredited shop

Before authorizing any repairs outside the province, call Dial-A-Claim at 1-800-910-4222. A telephone adjuster will advise you if your car can be repaired where you are or whether it will need to be brought back to British Columbia.

Some repair shops outside B.C. may not accept payment directly from ICBC. If that is the case, you might have to pay for the repairs yourself. You can apply to ICBC for reimbursement when you get back home.

Keep a copy of the repair shop's bill and supporting invoices for parts and materials. You will need these for reimbursement.

No. The repair estimate (ICBC form CL 14) is not transferable to a new owner. The repairs must be completed prior to the sale of the vehicle.

ICBC has accredited more than 400 auto body shops throughout B.C. to ensure that you receive safe, high-quality repairs.

All of these c.a.r. shop and c.a.r. shop VALET facilities do repairs that are guaranteed for as long as you own your vehicle. They must meet ICBC’s high standards for workmanship, customer service, professionalism and facilities.

In addition to the above, ICBC c.a.r. shop VALET facilities can help you with transportation. These shops provide:

• Vehicle pick-up and drop-off service.
• Ability to collect your vehicle from your home or workplace (within 30 km of the shop) and return it to you when the repairs are done. This service does not cost extra.
• Convenience of on-site damage estimates.

If your claim qualifies, you can go directly to a c.a.r. shop VALET facility for a vehicle damage estimate, and get the repairs done at the same convenient location. You do not need to have your car estimated at an ICBC claim centre first.

When reporting your claim, we will let you know if you qualify for this service.

ICBC-accredited shops are found in most communities. Look for the c.a.r. shop sign or ask your claims adjuster or estimator to provide with you information on ICBC-accredited shops in your area.

You may settle at any time. It is usually wise to wait until your injuries have stabilized. When you're ready to settle, make an appointment with your adjuster to discuss a settlement or any aspect of your claim. When you are offered a settlement, your adjuster will explain it in detail.

Make sure you are satisfied with ICBC's offer before you sign the final release form. When you sign this form, you indicate your final consent to the settlement, and release your rights to any further claim from that particular crash.

If you are injured in a crash, you may receive ICBC Accident Benefits or compensatory damages — or both — depending on how the crash happened.

It is also important to realize that you are not permitted to recover losses twice. For example, if your Accident Benefits include money to replace lost wages, and then you are later awarded wage loss payments in compensatory damages, the wage loss benefits you received under Accident Benefits will be deducted from your compensatory damages. For more information, visit injury claims.

By law, ICBC has the right to deny a claim when:

1. you breach a term of your insurance policy, or
2. it involves certain offenses and convictions

See types of breaches that can have your claim denied.

ICBC will offer partial relief when:

• The vehicle was insured in the wrong rate class or territory
• An incorrect number of employees was declared on a garage policy

In these cases only, you will be offered the opportunity to pay 10 times the amount of the annual premium shortfall – that is, the difference between the premium you paid and the amount the premium should have been.

To qualify, you must update your policy so it is correctly rated.

If you decline this offer, we reserve the right to deny your own-damage and underinsured motorist protection claims. We could also recover from you any third-party claim payouts for which you are legally liable.

For more information, please speak to your adjuster.

Relief possible in other circumstances

ICBC can also grant relief from a denied claim in cases of:

• Injury causing permanent incapacity to be employed
• Death
• A denied claim that appears inequitable

Your adjuster will make every effort to assess liability and contact you to discuss the decision within 30 days. In rare circumstances, there may be a delay. This can happen if:

• Adjusters have not been able to obtain all of the information needed to make an informed decision; or
• The adjusters involved in your case do not agree on who was liable.

If you are not advised of this decision within 30 days, you may call your adjuster and ask that your file be referred to the manager, who will move the process along. More information on claims concerns »

Your settlement depends upon who was at fault.

Generally, what you can expect in a settlement will depend upon whether you were found not at fault, partly at fault or totally at fault for the crash in which you were injured.

Each time ICBC has to pay out a Collision or Third Party Liability claim on your behalf, it goes on your claim record. Your claim record directly affects how much you pay for auto insurance. Safe drivers enjoy premium discounts. Some drivers who cause crashes — and make claims — may lose their discounts and may pay a surcharge. After an at-fault claim, each year of claim-free driving helps restore your previous, lower premium.

Yes, if you are insured by ICBC and as long as you are not found to be in breach of your ICBC policy. Under your insurance, ICBC is obligated to pay for a lawyer to defend you.