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Glass program redesign

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

ICBC changes that may impact non-Express glass shops

August 1, 2019

​As ICBC is making changes to its Glass Express program, we wanted to ensure you are aware of the proposed changes and understand what this means for non-Express glass 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 glass program redesign is the largest change since the introduction of Express Glass in 2002. The redesigned program will involve changes in equipment and training requirements, processes, and technology, and the delivery of training, as required, to support the program.

New program overview

In early 2020, ICBC will implement a new glass tiering program that 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 glass facilities.

With the glass program redesign, ICBC would adopt one set of requirements for participating shops to ensure all ICBC-accredited glass repair facilities have the capability to perform safe, proper, repairs at the best market value.

To find out more about the proposed equipment and training requirements for the new program, please view the slides prepared for Express Glass facilities to explain the upcoming changes.

What this may mean to you

All glass shops in the province, regardless of size, that meet the minimum program (equipment and training) requirements are welcome to apply to the new program (glass program redesign). 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-Express glass shops over a two-year period from the start-date of the new program (glass 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, you would continue to use your existing ICBC account number to direct bill. After the transition period, you would not be able to use your ICBC account number for repairs unless you are part of the new program.

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 hosting 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.

  • WebEx presentation date: Thursday, August 22, 2019
  • Time: 1 p.m. - 3 p.m.
  • Registration link

Please ensure you register by Tuesday, August 20, 2019 end of day. After registering, you'll receive an email with instructions for joining the August 22 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 Kevin Walsh at 604-982-2890. 

Greg Beauregard
Director, Material Damage & Fraud Strategy & Programs

Questions and answers for non-Express glass shops

What is the timing for phasing out direct billing with ICBC?
For non-Express glass facilities, 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 glass 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 (glass program redesign) start? 
The new program 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 glass program redesign (new program) comes into effect, there would be a transition period of two years in which non-Express glass facilities would be able to use their existing ICBC account number to direct bill for glass repairs. After this transition period, only shops that are part of the new program (glass program redesign) will be able to use ICBC account numbers to direct bill.

After the two-year transition period (see above), can customers still attend a glass facility that is not part of the new program (glass program redesign) for their glass repairs?
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. 

Who can apply to the glass redesign program (new program)?
All glass shops, 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 Express Glass to explain the upcoming changes.

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

Why is ICBC adopting a higher standard for glass repairs?
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 ICBC-accredited glass facilities have the capability to perform safe, proper, customer repairs. ICBC is updating these requirements to ensure customer confidence in ICBC claim-related repairs.


ICBC glass 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 glass program redesign during the recent five-week, province-wide road show. View the glass program redesign presentation.

The redesigned program will focus on long-term trends shaping changes in the glass 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. 

Over 400 business owners, service managers, regional managers, general managers, and installers, representing Express Glass facilities across the province, attended the road show.  In total, over 30 small-group discussions were held across 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 now in the process of reviewing your questions, comments, and suggestions.

Thank you

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

What’s next?

The glass program redesign is the largest change since the introduction of Express Glass in 2002. The redesigned program will involve changes in program requirements, processes, and 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


Glass supplier 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 glass supplier 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 six times, from November to the beginning of May, to discuss key concepts of the new tiering model.

The redesigned program will focus on long-term trends shaping the changes in the glass 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. 

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
All West Glass – Cam Leslie
Belron Canada – Tim Owens
Boyd Autobody & Glass - Rishi Bakshi
Crystal Glass Canada Ltd. - Steve Bozzard
First Response Glass - Tamara Thorpe
Glass Doctor - John Goldsmith
Kirmac Collision & Autoglass - Mark McIntosh
Masterglass Auto Glass Ltd. - Nathan Dick
Novus Glass - Christine Perry
ARA Auto Glass Division - Darren Cox


Update on glass 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 glass supplier program.  

Since then, the committee has met two 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
  • Supplier requirements (program entry) and application process
  • Tiering models and structures

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

  • Supplier performance management
  • Performance, reporting, compliance and enforcement
  • Claims management and the customer experience  
  • 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?

Three additional meetings are planned for early in the New Year, with completion of the IAC's work expected by the end of January 2019. Thereafter, the proposed model will be brought forward to glass 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 the website as 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 as we work to develop a refreshed glass supplier program that promotes improvement in quality, consistency, timeliness, and overall performance.