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Collision repair program redesign

Stay up to date with news and communication on the Collision repair program redesign.

ICBC changes that may impact non-accredited collision repair shops

August 1, 2019

As ICBC is making changes to its collision repair program, we wanted to ensure you were aware of the proposed changes and understand what this means for non-accredited collision shops.

This work is part of a suite of changes we're making to get the car insurance system back on track and better for B.C.

The collision program redesign is the largest change to ICBC's collision repair programs since the introduction of Express Repair and the Collision Repair Industry Agreement (CRIA) in the early 2000s. It will involve changes in equipment and training requirements, processes, technology, and the delivery of training, as required, to support the new program.

New program overview

The new program (collision program redesign) will focus on long-term trends shaping changes in the industry. This includes effectively managing program performance and control, as well as rewarding and promoting high-performing repair facilities.

A key reason for updating our program requirements is the advancement in vehicle construction that has increased the need for specialized equipment and training. Specialized tools and training are required to properly repair vehicles made from advanced substrates, as well as, those with advanced driver-assistance systems (ADAS).

With the collision program redesign, ICBC would adopt one set of requirements for participating shops to ensure all ICBC-accredited collision repair facilities have the capability to perform safe, proper, repairs at the best market value. We're standardizing requirements so ICBC-accredited collision repair facilities have the capability to repair the majority of today's vehicles according to original manufacturer repair procedures.

The new set of requirements for equipment and training, when they take effect, would apply to all regular, private passenger (everyday car and truck) vehicle repairs. 

To find out more about the proposed equipment and training requirements for the new program, please view the slides prepared for ICBC-accredited collision repair facilities to explain the upcoming changes.   

What this may mean to you

All collision repair shops in the province, regardless of size, that meet the minimum program (equipment and training) requirements are welcome to apply to the new program. The proposed minimum equipment and training requirements will be finalized and communicated by the end of summer/early fall.

We will be phasing out direct billing for non-accredited collision shops over a two-year period from the start-date of the new program (collision program redesign) which will be implemented sometime early in 2020. The exact date will be confirmed once business process and technology changes are finalized, and training is delivered to support the program.

During the two-year transition period, non-accredited collision shops would continue to use their existing ICBC account number to direct bill. After the transition period, any non-accredited shops would not be able to direct bill using their ICBC account number for regular, private passenger vehicle repairs unless they are part of the new program.

Non-accredited collision shops that repair non-passenger vehicles (commercial vehicles, motorcycles, motorhomes, specialty vehicles) would continue to use their existing ICBC account number to direct bill during the two-year transition period.  After the transition period, shops that meet the ICBC requirements for non-passenger vehicle repairs (business type) would continue to use an ICBC account number to direct bill for repairs.

Find out more

You are invited to attend an online presentation and Q&A session to find out more about the changes we are making. We will be running a virtual session — you would access your computer and dial into the WebEx presentation on the date and time listed below. You will need to register in advance so we can provide you with instructions on how to join this live event.

Please ensure you register by Friday, August 16, 2019 end of day. After registering, you'll receive an email with instructions for joining the August 20 presentation.

Questions and answers about the upcoming changes are provided below. If you have other questions about the upcoming changes, please email us at MDPrograms@icbc.com or contact Shane Loiselle at 778-368-6921. 

Greg Beauregard
Director, Material Damage & Fraud Strategy & Programs

Questions and answers for non-accredited collision shops

What is the timing for phasing out direct billing with ICBC?
For non-accredited collision shops repairing regular private, passenger (everyday car and truck) vehicles, direct billing with ICBC will be phased out over two years from the start of the new program. For example: if the start-date is March 1, 2020 for the collision program redesign (new program), the direct billing option would end March 1, 2022; if the new program starts on January 1, 2020, direct billing would end on January 1, 2022.

When does the new program (collision program redesign) start?
The new program (collision program redesign) will be implemented sometime early in 2020. The exact date will be confirmed and shared with you once business process and technology changes are finalized, and training is delivered to support the program.

What does phasing out direct billing with ICBC mean?
When the collision program redesign (new program) comes into effect, there would be a transition period of two years in which non-accredited collision repair facilities would be able to use their existing ICBC account number to direct bill for regular private, passenger vehicle repair work. After this transition period, any non-accredited collision shops would not be able to use their ICBC account number to direct bill for regular, private passenger vehicle repairs unless they are part of the new program.

After this transition period, non-accredited collision shops that repair non-passenger vehicles (commercial vehicles, motorcycles, motorhomes, speciality vehicles) would continue to use an ICBC account number to direct bill if the shop meets the requirements for non-passenger vehicle repairs (business type).

After the two-year transition period (see above), can customers still attend a non-accredited collision facility to have their work completed?
Yes. Customers retain the choice of where to take their vehicle. However, the customer would be required to pay the shop for the repairs, then submit the required documentation to ICBC for reimbursement. (Applies to private, passenger vehicles.)

Who can apply to the collision redesign program (new program)?
All collision repair facilities regardless of size that meet the minimum program (equipment and training) requirements are welcome to apply.

How much would it cost to purchase the equipment required for the new program?
The minimum training and equipment requirements will be finalized at the end of summer/early fall and more complete information will be provided to you then. To find out more about the proposed minimum equipment and training requirements for the new program, please view the slides prepared for ICBC-accredited collision repair facilities to explain the upcoming changes.

When can I apply to the new program?
We will notify you when the application process for the collision redesign program (new program) starts.

Why is ICBC adopting a higher standard for vehicle repairs?
Most modern vehicles require advanced equipment and training as set out by manufacturers' repair procedures. The proposed equipment and training requirements for the new program would be based on industry standards that address the increasingly complex technology in vehicles today, ensuring that ICBC-accredited collision repair facilities have the capability to perform safe, proper, customer repairs. ICBC is updating these requirements to increase customer confidence in ICBC claim-related repairs.


ICBC collision program redesign road show finishes – next steps

July 18, 2019

I would like to thank those who took time away from their business to find out more about the upcoming collision program redesign during the recent five-week, province-wide road show. View the collision program redesign presentation.

Over 600 owners, managers, general managers, regional managers, technicians and estimators, representing Express Repair facilities across the province, attended the road show. In total, over 30 small-group discussions were held throughout B.C. finishing up the end of June.

For those who could not attend the road show, an online presentation and Q&A session were held in early July.
The road show and online session were designed to share information and encourage two-way communication and feedback on the program redesign before it is complete. We’re reviewing your questions, comments, and suggestions.

Thank you

ICBC would like to sincerely thank and recognize the IAC collision members for their attendance and support throughout the road show.

What’s next?

The collision program redesign is the largest change to ICBC’s collision repair programs since the introduction of the Express Repair program and Collision Repair Industry Agreement (CRIA) in the early 2000s. The redesigned program will involve changes in program requirements, processes, technology, and the delivery of training, as required, to support the program.

Work to complete the program design elements will wrap up over the summer, including consideration of your feedback from the road show, where feasible.  A feedback summary will be shared with you in September. 

At that point, we also anticipate being in a position to share more detailed information about when and how the program changes will be implemented.

In the meantime, if you have questions, please contact MDPrograms@icbc.com. Submit your program redesign questions using our online form.

Greg Beauregard   
Director, Material Damage & Fraud Strategy & Programs


Collision program redesign and launch of industry road show

May 8, 2019

As you know, since November, ICBC has been working with the Industry Advisory Committee (IAC) to redesign its collision repair program to ensure our customers continue to receive safe, prompt repairs at the best market value. 

Further to the last update (December 19, 2018), we're pleased to share with you that ICBC has completed the initial program redesign with valuable input from the IAC. With third-party facilitation and active participation from committee members, ICBC met with the IAC 10 times, from November to the end of April, to discuss key concepts of the new tiering model.

The redesigned program will focus on long-term trends shaping the changes in the collision industry, effectively manage performance and control, and will reward and promote high-performing suppliers. It will also reflect feedback from industry and be mutually beneficial and sustainable. 

The redesign will allow ICBC and industry to introduce changes that will minimize service impacts while enhancing industry efficiency. These long-term efficiencies, coupled with performance management enhancements, will remove road blocks for industry while ensuring our mutual customers continue to receive safe, prompt repairs. The redesign provides the opportunity to build the best possible program that enables ICBC to attain the best market value while supporting the viability of industry.

Although IAC and ICBC's views differ on some aspects, the committee agrees the proposed program redesign is a significant improvement and aims to introduce incentives to drive savings and benefits for both industry and ICBC.

What's next?

Starting in late May and running for a month, ICBC, with the support of IAC members, will be sharing with you the program design elements through small-group discussions in all regions around the province. You will receive an invitation about three weeks before the sessions are held in your region and will be asked to RSVP. 

The industry road show is designed to encourage two-way communication and feedback on the program redesign before it is complete. ICBC will collect all feedback, report back to you, and apply recommendations, where feasible, following the road show.

ICBC would like to express appreciation and to sincerely thank the IAC members for their time, energy, and expertise during these working sessions. This process represents the first step toward rebuilding a positive relationship with industry as we stand shoulder to shoulder as partners in this change.

The undersigned look forward to talking with you about the program redesign at the upcoming road show coming to your area soon.

Greg Beauregard, Director, Material Damage & Fraud Strategy & Programs

Industry Advisory Committee
Automind Collision Group - Oliver Teal
Azorcan Collision Centre - Mike Praticante
Boyd Autobody & Glass - Brent McFarlane
Craftsman Collision Ltd. - Mike O'Callaghan
CSN Collision Centres - Jay Hayward
Dawson Creek Collision - Michelle Rolls
Fix Automotive Network - Terry Kayser
Harbour View Collision Ltd. - Kameron Towe
Kirmac Collision & Autoglass - Sean McIntosh
Lift Auto Group - Michael Schurink
Meadowridge Collision Ltd. - John Beard
Miller/Davis Group - Sue Majeau
OpenRoad/Richmond Auto Body - Peter DeSantis
Tsawwassen Collision Ltd. - Peter Sziklai
ARA Collision Repair Division – Dave Ribeiro


Update on collision repair program redesign

December 19, 2018

Last month, ICBC announced the establishment of an Industry Advisory Committee (IAC) that will provide input on the redesign of our collision repair supplier program.

Since then, the committee has met four times and - thanks to effective third-party facilitation and active participation by members - it has made good progress.

Topics that have been discussed to-date include:

  • Opportunities for improvement in the relationship between ICBC and suppliers
  • Industry trends
  • Performance measurement
  • Governance and compliance
  • Customer experience
  • Regional differences
  • Training, equipment and certifications ensuring safe, quality repairs
  • Tiering models and structures

In the New Year, the IAC will address the following topics:

  • Supplier requirements (program entry) and application process
  • Performance management
  • Reporting, compliance and enforcement
  • Claims management
  • Technology integration
  • Implementation and timelines
  • Tiering model overview
  • Transition period

The input provided by the IAC on these topics is taken into consideration by ICBC as we make decisions about the new tiering models.

What's next?

Six additional meetings are planned for early in the New Year, with completion of the IAC's work expected by the end of February 2019. Thereafter, the proposed model will be brought forward to collision suppliers for further feedback.

More information

In order to preserve the integrity and confidentiality of the IAC meetings, we are unable to share details concerning the committee's discussions. However, we will update this page as more information becomes available.

Should you have any questions about the work of the IAC, please direct them to ICBC using the program redesign enquiry form.

Many thanks to the IAC members who are contributing their time and energy to this process. ICBC looks forward to further progress in our development of a refreshed collision repair supplier program that promotes improvement in quality, consistency, timeliness, and overall performance.