Material damage
Contacts
The contacts on this page are available for network repair shops. If you are an ICBC customer, contact us here.
Technical or log-in issues
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
Collision and glass repair programs and general vendor enquiries
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:
Manager, Supplier Programs & Administration | Christian Bishop | 236-429-1391 |
Supplier Programs Coordinator Burnaby, Kingsway, Newton, Maple Ridge, 5th & Cambie, SVA Craftsman Collision, Open Road Auto Group | Jennifer Pyefinch | 236-429-1394 |
Supplier Programs Coordinator Terrace, Williams Lake, Quesnel, Smithers, Prince Rupert, Fort St. John, Dawson Creek, Prince George, Victoria, Nanaimo, Campbell River, Duncan, Courtenay, Port Alberni The Boyd Group | Joanna Dzwinka | 236-429-1392 |
Supplier Programs Coordinator Capilano, Richmond, Surrey, Coquitlam, Langley, Powell River, Squamish, Sechelt Automind Collision Group | Carolina Takagawa | 236-429-1395 |
Supplier Programs Coordinator Abbotsford, Chilliwack, Kamloops, Kelowna, Penticton, Trail, Cranbrook, Vernon, Salmon Arm, Nelson Kirmac Collision & Autoglass, Lift Auto Group Operating Corp, Raydar Auto Group | Miriam Teng | 236-429-1393 |
Contact your Supplier Performance Management (SPM) Advisor:
Role | Contact | Desk Phone | Cell Phone | |
|---|---|---|---|---|
Manager, Supplier Performance Management | Chris Nagy | 604-777-4619 | 604-341-6756 | |
SPM Advisor | Al Howard | 604-777-4514 | 604-230-0933 | |
SPM Advisor | Angelo Carusi | 604-777-8510 | 604-328-1121 | |
SPM Advisor | Ben Booth | 604-520-8280 | 604-240-9668 | |
SPM Advisor | Brian Steele | 604-520-8233 | 604-802-7254 | |
SPM Advisor | Colin Adams | 604-777-4524 | 604-219-8058 | |
SPM Advisor | Daniel Jacquart | 604-777-8508 | 604-789-2967 | |
SPM Advisor | Geoff Holmes | 604-777-4639 | 604-802-4692 | |
SPM Advisor | Ian Preddy | 604-777-8532 | 604-319-4306 | |
SPM Advisor | Jon Rathbone | 250-480-5655 | 778-584-1652 | |
SPM Advisor | Robert Morneau | 250-480-5754 | 250-920-6270 |
Claims-specific enquiries
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.
Manager, Claims Operation Salvage Services & Glass | Barbara Forman | 604-528-7572 |
Manager, Estimating Services | Luke Karpinski | 604-527-8704 |
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.
Manager, Claims Operations Estimating Services (Lower Mainland) | Patrick Welford | 604-850-8049 |
Manager Estimating Services | Andrew Stewart | 604-868-5109 |
Manager Estimating Services | Kevin Lauguico | 604-279-7204 |
Manager Estimating Services | Curtis Yardley | 604-850-8004 |
Manager Estimating Services | Sean Hodascek | 604-520-8240 |
Manager Estimating Services | Randy Dollard | 604-439-4914 |
Manager, Claims Operations Estimating Services (Outside Lower Mainland) | Frank Marton | 250-770-8400 |
Manager Estimating Services | Dan Ford | 250-417-4870 |
Manager Estimating Services | Derek Kole | 250-561-5067 |
Manager Estimating Services | Lara Clunk | 250-390-5533 |
Manager Estimating Service | Scott Panov | 250-770-8424 |
Manager Estimating Service | John Dolhant | 250-503-2606 |
Manager Estimating Service | John Betker | 250-480-5652 |
Manager Estimating Service | Lisa Holland | 250-561-5081 |
Manager, Operations Vehicle Estimating Services | Wade Adams | 604-777-4563 |
Manager Estimating Services | Kelly Stapleton | 604-777-4509 |
Manager Estimating Services | Miguel Pires | 604-777-4546 |
Manager Estimating Services | Henry Chan | 604-777-4506 |
Manager Estimating Services | Robin Soni | 604-777-4528 |
Manager Estimating Services | Kelly Wynhoven | 604-777-4673 |
Manager Estimating Services | Drew White | 604-777-4620 |
Manager Estimating Services | Mary Thomson | 604-777-4535 |
Manager, Claims Operations Vehicle Settlement Services | Justin Holbrook | 250-828-3950 |
Manager Estimating Services | Alison Wasserman | 250-979-4603 |
Supervisor, Material Damage | Susan Siemens | 604-850-8003 |
Manager Estimating Services | Trish Grass | 604-777-8518 |
Manager Estimating Services | Kalee Fodor | 604-850-8060 |
Manager Estimating Services | Sharlene Macauley | 250-828-3966 |
Manager Estimating Services | Zoltan Kolocka | 604-777-8568 |
Manager Estimating Services | Maria Venditti | 604-777-4571 |
Supervisor, Material Damage | Amelia Pantusa | 604-777-4516 |
Manager, Claims Operation Salvage Services & Glass | Barbara Forman | 604-528-7572 |
Manager, Salvage Services | Edward Urmeneta | 604-528-7551 |
Manager, Salvage Services | Lori Garrett | 604-504-4302 |
Manager, Claims Operations Estimating Services (SVA & Commercial) | Patrick Welford | 604-850-8049 |
Manager, Estimating Services | Alan Hoare | 604-777-8579 |
Manager, Commercial Services | Phil Simpson | 604-533-7416 |
Manager, Commercial Services | Suresh Lal | 604-514-5350 |
For same-day rental cancellations, or to reschedule a reservation more than 30 days in advance, please contact Loss Of Use:
Lower mainland: 604-982-4466
Outside lower mainland: 1-844-622-4466
For all other enquiries, use the rental agency submission form.
Strategy and associated policy/procedure related to ICBC Material Damage programs, rental or parts program
Sr Manager, MD Program Management Collision/Commercial | Troy Campbell | 604-870-6712 |
Manager MD Programs — Collision | Shane Loiselle | 604-785-3907 |
Manager MD Programs — Commercial | Kevin Walsh | 604-612-5487 |
Business Process Advisor (BPA) — Commercial | Jonathon Stewart | 778-888-1726 |
Manager, MD Programs Glass/Rental/Parts | Jamie Nunn | 250-819-0650 |
Business Process Advisor (BPA) Glass/Rental/Parts | James Parry | 604-837-9773 |
Manager, MD Programs VehicleSettlement/Salvage/Towing | Alex Jansen | 604-842-4739 |
Business Process Advisor (BPA) Settlement/Salvage/Towing | Gary Khakh | 604-788-5201 |