Collision Repair Program participants can report technical issues by making a Repair Facility Support Request​. You can use the form to report technical issues about the following systems:

• ​Quality Assessment Performance Measures (QAPM)
  

• ARIES payment request (APR)
  

• Mitchell Connect​ (please reference the job aid to ensure accurate reporting)​
  

If you are also a Glass Repair Program participant, you can also report issues about:

• ​Vendor document and image application (VDIA)
  

• Glass Web Express (GWE)​​
  

Please note, you can only use this form if you are a Collision Repair Program participant. If you are a participant of the Glass Repair Program only, you can report technical issues to the Provincial Glass Operations (PGO):

Monday to Friday, 8:00am-5:00pm PST and Saturday, 8:00am-4:00pm PST

604-516-8555

1-866-827-7922

If you are unable to use the form, you can also leave a message with the ICBC MD Technical Centre:

Monday to Friday, 7:30am-4:30pm PST

604-777-4660

1-877-777-4607

Contact ICBC Service desk Monday to Friday (7am-6pm PST) and Saturday (8:30am - 4:30pm PST)

604-661-6234

1-800-665-1517

Contact Entegral Monday to Friday (5am to 5pm PST)

1-877-933-2063

support@entegral.com

Technical, account number, username, password, email issues

Contact Mitchell's Technical Assistance Center (TAC) Monday to Friday (5am to 5pm PST) and Saturday (7am - 11am PST)

1-800-448-4401

Inquiries about Mitchell labour times, P-Pages repair procedures, missing replacement parts in estimating software, or OEM repair procedures or for any inquiries related to NAGS pricing, labour times, or other NAGS related questions or concerns

Contact Mitchell's Editorial Team Monday to Friday (6:30am to 5pm PST)

1-800-448-4401 or collisionproductsupport@mitchell.com

Material Damage Account Services

The Account Services team is your primary point of contact with ICBC for all questions related to the collision and glass repair program, key performance indicators (KPIs)/scorecard, tiering, ICBC Procedures, Repair Network Locators, or Quality Assurance Performance Measures (QAPM).

Account Representatives: Primary point of contact for all independent Collision and Glass suppliers (non-claim specific inquires).

Account Managers: Primary point of contact for all MSO/Banner Collision and Glass suppliers (non-claim specific inquires).

Your contact: Not sure who your Account Rep or Account Manager is? Our MD Account Services list includes all B.C. shops (A-Z) and associated Account Services support.

Supplier Programs & Administration

We are here to answer your questions about direct deposit, change/transfer of ownership, training, applying for a vendor number. We also help with questions about the repair programs such as:

• How to apply to the commercial collision, ​ collision repair or glass repair programs
• Logo and branding questions
  
• Submission of personal info of facility employees who don't consent to storing info in Entegral
  
• Questions related to the fields in the Entegral profile application
• onboarding inquiries
• completing profile
• program requirements, including equipment standards

Contact ICBC Supplier Programs Monday to Friday (7:00am to 3:30pm PST)

604-777-4513

1-877-921-3311

supplierprograms@icbc.com

If you are part of the program or have submitted a new application please reach out directly to your assigned supplier programs coordinator:

​Contact your assigned QA Specialist:

If you're unable to generate a glass claim number, authorization is required, have a glass payment inquiry, expired claims, fatal error or system outage:

Contact Provincial Glass Operations (PGO) Monday to Friday (8am - 5pm PST) and Saturday (8am – 4pm PST)

Glass Repair Program Shops

604-516-8555 or toll free 1-866-827-7922

​If you wish to escalate a claim related concern or provide feedback on an individual interaction; please contact the individuals below.

​If you have questions about a claim you are processing please reach out to the assigned estimator. If you need to escalate an issue please reach out to one of the individuals listed below.

​

​Contact our ICBC loss of use team