Update: ICBC's Glass Shared Benefits Program
February 2, 2021
Hello Glass Repair Facility,
I hope that you are keeping well and safe as we continue to adapt to COVID-19. We shared details of the Glass Shared Benefits Program with you in October and as part of this Program, ICBC is rewarding high-performing Glass Repair Program Participants by sharing a proportion of any savings achieved by increasing the Glass Repair Program windshield repair ratio across the province.
With only two months remaining in the measurement period, we want to update you on the progress to date and continue to support you as you provide safe, quality windshield repairs. The overall Glass Repair Program repair ratio must exceed the established baseline of 27.5% by March 31, 2021 to generate any savings.
Trends to date
In early December, we shared with you that from the start of the Program on April 1st until October 31st, 2020, the windshield repair ratio was 23.4%. We can now share that from April 1st to December 31st, the repair ratio has increased to 25.10%, continuing to follow similar trends from the previous two years. Maintaining a ‘repair first’ philosophy and communicating with customers or business partners on the importance and benefits of repairs can positively impact your overall repair ratio.
Reminder: As communicated in October, the Glass Repair Program requires that facilities achieve at least a 10% windshield repair ratio at the end of the static measurement period to remain in Tier 2. Participants that do no meet this minimum threshold will be placed in the Assessment Tier. Please refer to the
Glass Repair Program Guide Section 5.1 “Tiering” for further information.
To bring greater awareness of the benefits of repairing a windshield rather than replacing it, we ran a paid social media campaign from December 1st to 23rd. The social media campaign performed well with nearly 1 million views, which also prompted visits to our website where customers could find more information on chip repairs and to use the Glass Repair Network Locator. In addition to the paid campaign, we also published posts to ICBC’s social media channels, which included Trivia questions and a
TipTuesday video, both were well received.
In addition to our social media campaign, we featured a
post in our customer newsletter. This post is public facing on our website and is further promoted on ICBC’s social media channels.
Our Account Services team have heard some great feedback from you about the effectiveness of this campaign with the increase in chip repair inquiries. We will continue to post about windshield repairs on ICBC’s social media channels to help increase the windshield repair ratio.
You asked if there was more we could do to increase customer awareness of windshield repairs. To better support your business and our mutual customers, we’re excited to share that in the coming weeks, each Glass Repair Program Facility will be receiving a supply of windshield repair stickers that can be provided to customers who have their windshield repaired or replaced.
Customers can apply the sticker to a new chip immediately, and then get it repaired as soon as possible before it becomes a crack. The sticker will help prevent moisture and dirt from getting into the chip, which can affect reparability.
You can use these stickers to start the conversation with customers about the importance of getting a chip repaired as soon as possible.
In the coming weeks, you will receive your windshield repair stickers and a poster you can display at your facility that highlights the benefits of getting a windshield repaired. If you are looking for additional marketing materials, please visit the
Business Partner’s page.
The end of the measurement period when the results for the year will be tallied is March 31, 2021, which is fast approaching. If you have questions related to the Glass Shared Benefits Program or Tiering, please contact your
Account Service Representative, who is best positioned to answer your questions. You can also find information about the program in Sections 5.1 & 5.6 of the
Glass Repair Program Guide.
Thank you for providing efficient, cost-effective services that meet the highest industry standards for safe and proper repairs. We are committed to keeping you informed and doing our part to generate savings in support of the Glass Shared Benefits Program.
Please stay safe and take care.
Director, Material Damage Strategy and Program