Information for ICBC customers affected by sulfuric acid spills in Trail
Recent sulfuric acid spills in Trail have led to an extremely high volume of claims. It may take more time than usual to review your claim and be in touch. We thank you for your patience as we process these claims as quickly as possible.
We understand there are many questions regarding these incidents. That’s why we’ve set up a special phone line to answer general questions about the acid spills and your coverage. Please call 1-866-566-7199 (24 hours a day, seven days a week).
Reporting a claim
Customers who purchased Comprehensive coverage and are concerned their vehicle may be exposed to the acid spills, are encouraged to report a claim with ICBC to have staff inspect their vehicle.
You can report a claim online or by phone at 1-800-910-4222, 24 hours a day, seven days a week.
You will need:
- Your insurance papers and driver’s licence number
- The time, location and date the incident occurred
- If possible, any evidence supporting your claim including receipts, photos, dash cam footage and/or witness contact information.
Once you’ve reported your claim, you will receive a claim number. An ICBC claims adjuster will review your claim and contact you as soon as possible about next steps.
When you'll hear from us
We’ve received a high number of claims as a result of the acid spills in Trail. You can expect to receive a call from an ICBC representative within a week of reporting your claim to reassure you we are looking into your file. We thank you for your patience in advance.
Assessing the damages
Once your claim has been verified by an adjuster, an ICBC estimator will contact you to assess the extent of damages in person. Generally an estimator will contact you within 30 days.
Arrangements will be made to transport your vehicle to the inspection location. This could include having your vehicle towed and/or, if it is safe to do so, drive your vehicle to the Trail Claim Centre.
Next, a thorough inspection of your vehicle will be completed by our estimating staff to determine if there is evidence of sulfuric acid exposure.
After the inspection is completed, an ICBC representative will be in contact to discuss the vehicle damage findings.
At this point, if you purchased Loss of Use coverage, ICBC will reimburse expenses related to a rental vehicle, taxis and/or public transit – up to your coverage limit.
Processing your claim
It is uncommon for ICBC to receive such a high volume of claims within such a short period of time. We want to thank our customers for their patience as we work as fast as possible to process these claims.
ICBC currently has dedicated a team of 30 staff including adjusters, estimators and vehicle settlement representatives to prioritize these claims. This is in addition to the two estimators and one adjuster that usually works in Trail.
These are complex claims that require extra time to process as each vehicle may have been exposed to varying degrees of sulfuric acid, affecting different parts and components of the vehicle. We want to make sure there’s enough time to fully inspect each vehicle and confirm all damage being presented is in fact related to the acid spills.