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Last updated Tuesday, Aug 03, 2021 09:14 AM

About ICBC

Find a Service Location

Contact us

Whenever and wherever you are, we’re here to help you.

Frequently asked questions

Get answers to common questions raised by customers just like you.

Our update on COVID-19 (coronavirus)

As COVID-19 (coronavirus) pandemic is evolving, learn about the steps we're taking to ensure the health and safety of our employees, customers and partners.

Personal questions  

To protect your privacy, please contact us by phone or regular mail if you have a personal question or concern about your driver's licence or insurance claim so we can confirm it’s really you.

General inquiries

 

 By phone

Toll free in ​B.C., Canada and the U.S.
1-800-663-3051

Lower Mainland
604-661-2800

 

Monday to Friday

8:00 a.m. - 6:00 p.m.

Saturday
9:00 a.m. - 5:00 p.m.

For inquiries regarding claims history or driver's abstracts, you can retrieve your records online 24/7 or call during regular office hours from Monday to Friday between 8:00 a.m. and 5:00 p.m.

 In person

Head Office
151 West Esplanade
North Vancouver, BC
V7M 3H9​

 

ICBC Head Office is currently closed to the public. 

 
Locate a Driver Licensing Office or another service near you. 

 Have a question?

Tip: You may want to check our Frequently asked questions first.

Please note that if your question requires us to access your personal information, you will need to call us. 

Ask a question

 Join our panel

Join our Insight Panel to share your opinions on the products, services and policies that are most likely to affect you.

Join now

 

Customer phone surveys

Confidential phone surveys help us find out what we’re doing right—and what we need to work on. Your participation in a survey is entirely voluntary. If you’d prefer not to be contacted, add yourself to the Do Not Call list by calling the phone numbers listed above. 

Your driver's licence

How to get served faster

During COVID-19, we've made it much easier to complete driver-related tasks online or by booking an appointment at a driver licensing office.

 Online

Some of our most popular tasks can be completed online. For example, you can book a road test or a knowledge test in just a couple of clicks. 

Other services that can also be completed online or by phone are paying certain tickets, accessing your driving record and updating your address. Visit icbc.com for more information.  ​

Book an appointment ​​at a driver licensing office

If you can't complete yo​​​ur task onl​​ine, please book an ap​pointment at​​ a driver licensing office.​​​
​​​​​​ ​​​Book an
appointm​ent ​
​
​ ​​B​y phone​

If you can’t complete your task online, are unable to book an appointment, or have health issues that prevent you visiting us in person, then try calling us.

Please note that our online booking tools feature the latest booking information. Our contact centre team are unable to provide any additional dates or times.

Toll free in B.C., Canada and the U.S.​
​1-800-950-1498​
​Greater Victoria
250-978-8300​
Other countries​
 250-978-8300 
We accept collect calls.​
Hours of Operation
Monday to Friday  8:00am to 6:00pm
Saturday    9:00am to 5:00pm
Sunday    Closed

Tips
- Try to avoid calling on holidays or the day following a holiday
- Callback service is available 


Your claim

Report a claim

Wherever you are, you can report your claim online or by phone 24 hours a day, every day.

​Online​Report a claim online
Lower Mainland​604-520-8222
​Rest of B.C., Canada and the U.S.A.​1-800-910-4222

Check the details of a claim

If you’ve filed a claim with us, you can check the details of your claim at any time.

Your insurance

Autoplan insurance

Your local Autoplan broker is a licensed professional who can help you with most insurance services, including:

  • buying, renewing or cancelling a policy
  • changing your coverage
  • registering and licensing your vehicle.

Discounts and surcharges

If you have questions about any discounts or surcharges on your insurance premium, call us: 

​B.C., Canada and the U.S.
​1-800-663-3051
​Lower Mainland​604-661-2800
Vehicle claims history reports

Vehicle damage and claims history reports

We want to help you make an informed buying decision. For a small fee, you can find out the damage or claims history of a vehicle you're thinking of buying over the phone during regular office hours from Monday to Friday between 8:00 a.m. and 5:00 p.m. Or get a vehicle history report online.

​Rest of B.C.​1-800-464-5050
​​Lower Mainland​604-661-2233
Billing and refunds

Bills and refunds

Customer Contact can answer your questions about a bill, refund or money you owe.  

​B.C., Canada and the U.S.​1-800-663-3051
​​Lower Mainland​604-661-2800

Received a cheque?

If you've received a cheque in the mail from ICBC and don't know why, it could be: 

  • a refund, if you cancelled your policy.
  • a premium reduction after you proved your driving history from another province or country.

Note: Check our unclaimed funds database* if you think you may have unclaimed money owed to you.

*This application does not currently function in Internet Explorer (IE). Please try another web browser.

Paying a ticket

Paying a ticket

You can pay a ticket by phone, in person, or by mail. You may also be able to pay your ticket online. 

To pay a ticket by phone, please have your driver's licence and credit card number ready.

Our hours are from Monday to Friday, between 8:30 a.m–4:30 p.m.

​B.C., Canada and the U.S.​1-888-343-2240
​Lower Mainland​604-661-2240
Complaints

Make a complaint

Not satisfied with the service you've received from us? We want to make it right. Whether it's a claim concern, a payment issue or a problem with how we treated you, there are opportunities for dialogue.

The first way to raise your complaint is to contact the manager at the office you were dealing with. In many cases, he or she may be able to resolve it quickly. 

If not, there are other options to help you. We're here to listen.

Raise a concern about a claim

Don't think you're at fault? Not happy with your repairs? Here's how to raise your concerns:

Dispute a ticket

We collect fines on behalf of the provincial government. Learn how to dispute your ticket or amount of the fine.

Privacy concerns

Our Privacy and Freedom of Information department is here to help. Learn how to make a privacy complaint.

Other concerns


ICBC's fairness process is here to help you resolve any other complaints.  
Witness reports and fraud tips

Witness reports and fraud tips

​Witnessed a crash?

Witness reports help us resolve claims fairly. If you’ve witnessed a crash, any information you provide could be a huge help.

Use our online form to file a witness report.

Witness report form

Report fraud tips

Do you believe someone is misinforming ICBC? Fraud – about a claim, or any other aspect of ICBC such as driver licensing, insurance or vehicle registration – is an issue we take very seriously.

Please fill in our online form anytime or call us on our confidential tip line to report a fraud tip. All tip information provided to ICBC is confidential and anonymous.

​B.C., Canada and the U.S.​1-800-661-6844
​​Lower Mainland​604-661-6844

Report a fraud tip 

​Telephone, email and text message fraud

​Telephone, email and text message fraud

ICBC is warning customers of scams on various channels that appear to be from ICBC. These scam messages, called "phishing", could ask you to:

  • provide banking information or other personal information
  • click on a link for a refund
  • visit a fake web page designed to look like the ICBC site, and enter your login details.

ICBC does not use unsecure channels to communicate sensitive information and does not use text message or Interac e-transfer to issue refunds. 

Tips to avoid being a victim:

  • Don't click links, especially if it's sent from someone you don't know. But also be aware that sometimes a scam text or email could also look like it's coming from someone you do know.
  • Don't respond to messages that ask you to provide private or financial information.
  • Always check that you are on the correct site when logging in to any of our online applications.
  • Never reply to a suspicious text message without doing your research and verifying the source.
  • Never call a phone number from an unknown texter.
  • Common sense is your best protection against fraud. If it sounds too good to be true, it probably is.
  • If you get a message that appears to be from ICBC, contact us to confirm we sent you a message. ICBC's customer service line is 1-800-663-3051.

Customers that have received a phishing text or email are encouraged to report it through their local police (non-emergency line) and the Government of Canada's Canadian Anti-Fraud Centre at 1-888-495-8501.​

Human Resources

Human Resources at ICBC

Contact an HR representative directly by phone or email for any inquiries related to job applications, employment verification or to learn more about working at ICBC. 

Hours

Monday - Friday
8:30 a.m. - 4:30 p.m.

 

Lower Mainland
604-982-6675

Canada and U.S.
1-844-982-6675

For all other general inquiries, please contact ICBC at 1-800-663-3051 (toll free in Canada and the U.S.) or at 604-661-2800 (Lower Mainland).