ICBC releases glass repair program guide and agreement (Express participants)

January 13, 2020

Following extensive consultation with industry, ICBC is pleased to share the new glass repair program guide and agreement with you, and to announce that the program will be implemented on March 2, 2020. We are inviting you to participate in our new glass repair program.

Agreements

This letter constitutes notice that your Glass Express Agreement dated effective November 15, 2019 will terminate on March 1, 2020, pursuant to section 4.2 of said Glass Express Agreement.

The attached glass repair agreement has an effective date of March 2, 2020 to follow the termination of the Glass Express Agreement, and this date will serve as your enrolment date in the new glass repair program.

New Program Guide

We strongly recommend that you seek independent legal advice and that you carefully review the program guide and agreement. The glass repair program guide that will take effect on March 2, 2020 is available for review on our Business Partners website.  The current Glass Express Program Guide will remain in effect until the termination of the Glass Express Agreement on March 1, 2020.

Action required to participate

To participate in the new program, please return the following to ICBC before March 2, 2020:

• Copy of the entire glass repair agreement signed by an authorized signatory

• Completed Programs Privacy Checklist (CL174M) signed by a facility representative
  

Signed agreements received after March 2, 2020 may delay your entry into the glass repair program until ICBC is able to process your agreement, and there will be a temporary three-month moratorium on applications to the new program after that date.

Signed copies of the above documents can be returned electronically to carshop@icbc.com, faxed to 604-777-4624, or mailed to the following address:

Supplier Programs & Administration

1575 Hartley Avenue, 2nd Floor, Coquitlam, BC V3K 6Z7

We will communicate with you about additional administrative items closer to implementation of the new program.

We encourage you to join your facility's on-site coordinator (OSC) at the next online meeting, scheduled for January 16th, in order to learn more about the new program and associated software applications, and ask questions about the program guide and contract. Invites were sent out in late December with two sessions available for registration:

Date: Thursday, January 16th, 2020

Morning session

Time: 10:00AM – 12:00PM

Registration link: 

https://icbcevent.webex.com/icbcevent/onstage/g.php?MTID=e1fa69fe3715a998fbf426f84cacb707a

Afternoon session

Time: 1:00PM – 3:00PM

Registration link:

https://icbcevent.webex.com/icbcevent/onstage/g.php?MTID=e47ab2a52cacfed0b15069e3024072421

In the meantime, should you have any questions about the agreements, checklist and fees, please reach out to the Supplier Programs & Administration team. If you have questions about the new program, please send them to us using the inquiry form on our Business Partners website and we will respond as soon as we can. We hope you can join us on January 16th and look forward to continuing to work together in the new program.

Kind regards,

Greg Beauregard

Director, Material Damage Strategy and Programs

*See communications sent to: non-accredited base shops

​Updates on Glass repair program redesign

December 3, 2019

We would like to update you on the status of the new glass repair program.

Implementation in early 2020

ICBC has decided to stagger the implementation dates of our new collision and glass repair programs. The new collision repair program will be implemented on February 3, 2020, as announced yesterday, and the glass repair program will follow shortly thereafter (we will communicate an exact date as soon as we can).

This approach will reduce risks, allow for sufficient testing, and enable us to apply lessons learned from the collision repair roll-out. Additionally, this will help to reduce the impact on shops participating in both programs, as their staff will need time to learn the procedures and technology associated with each program.

Contracts

Interim Glass Express Agreements were issued in October of this year, with a term ending June 30, 2020. However, we expect to implement the new program before these agreements expire, and will provide notice of termination in due course.

Once the program implementation date is confirmed, we will share with you the new contract and program guide. You will receive these at least 30 days in advance of the implementation date so that you have sufficient time to review the documents.

Technical Working Group

As you're aware, we recently established a technical working group to ensure we continue to engage industry as we work towards program implementation. This group is providing feedback on various aspects of the new program, such as the program guide, systems, and processes – and will meet throughout the transition period.

Online meetings

Starting in January 2020, we will host a series of online meetings to help you learn about the new program and to support you through the transition. These on-site coordinator (OSC) network meetings will include presentations about program details, demonstrations of new technology, and opportunities to ask questions. Thank you to everyone who has volunteered to represent their facility at these important events: you will receive further information near the end of this year.

In the meantime, should you have any questions, please send them to us using the form on our Business Partners website and we will respond as soon as we can.

Thank you,

Greg Beauregard                                             

Director, Material Damage Strategy and Programs 

ICBC road show feedback and next steps

September 30, 2019

As we move info fall, we would like to update you on the new glass program coming in 2020.

Road show feedback

Throughout May and June of this year, our team hosted dozens of road show sessions in communities across the province and were very encouraged by industry's active participation.

While some areas of concern were identified, the feedback we received throughout this process indicates that, broadly speaking, we are moving in the right direction and industry supports the changes we are making. We've given careful consideration to that feedback and, where possible, we've made adjustments to the program. To find out more, see the glass road show summary.

What's next?

Contracts

The current Glass Express contracts will end on November 15, 2019. In order to facilitate the transition to the new program, ICBC will be offering replacement contracts that extend to June 30, 2020 for the vast majority of facilities. This will enable us to finalize the many details relating to people, processes, and technology and to start rolling out program changes early next year. 

You can expect to receive the replacement contracts during the week of October 14.

ICBC is committed to sharing the new program guide and contract with you in advance of the new program's implementation date to ensure sufficient review time.

Technical working group

To ensure that industry remains engaged as we work towards program implementation, we are establishing a technical working group. This group will provide feedback on project deliverables such as program guide content, systems, and processes – and will meet throughout the transition to the new program. 

Online meetings with a representative from your glass facility

We are also in the process of creating a network of representatives from all Glass Express facilities to help you prepare for upcoming changes, and to ensure that you are supported during the transition to the new program.

In order to build knowledge and understanding of this program, we will be hosting online meetings that will include presentations about program details, demonstrations of new technology, and opportunities to ask questions. More information about this initiative will be shared with industry in the next couple of months; in the meantime, we will be reaching out to you shortly to request the contact information for your representative.

In the meantime, if you have questions, please contact MDPrograms@icbc.com. 

Greg Beauregard
Director, Material Damage & Fraud Strategy & Programs

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
• Slides from this session
  

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.