express repair program guide · express repair program guide 1 the icbc express repair program...

Express Repairprogram guide

January 2019

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Table of contents

The ICBC Express Repair Program .................................................................................... 1

Scope ............................................................................................................................1

Express Repair Program Benefits ........................................................................................1

Eligibility to Receive Maximum Charge-Out Rates..................................................................1

Applying for the Express Repair Program .............................................................................1

Application Process .....................................................................................................2

Valet Service ...................................................................................................................2

Administrative Training ................................................................................................2

Technology Requirements ............................................................................................2

Express Repair Program Process ....................................................................................3

Applicants .................................................................................................................3

Existing Express Repair Participants Opening New Locations ..............................................3

Acquiring an Existing Express Repair Participant via Share or Asset Purchase .........................4

Earned Authority ........................................................................................................4

What is Earned Authority? ............................................................................................4

Maximum Allowable Repair Cost and Supplements ...........................................................5

Guiding Principles and Assumptions Under Earned Authority ..................................................5

Earned Authority Level 2 — Parts Autonomy ....................................................................6

Qualifying for Earned Authority Levels ............................................................................6

Removal of Earned Authority Levels ...............................................................................6

Express Repair Program Standards ......................................................................................7

Quality of Estimate ......................................................................................................7

Quality of Service ........................................................................................................7

Quality of Repair .........................................................................................................7

Key Performance Indicators ...............................................................................................8

KPI Categories ...........................................................................................................8

Individual Shop KPI Report ...........................................................................................8

Performance Management.............................................................................................10

Performance Management Mechanisms/Tools ............................................................... 10

Performance Management Model ................................................................................ 10

Focus List ..................................................................................................................... 11

Purpose .................................................................................................................. 11

Frequency/Triggers ................................................................................................... 11

Outcomes ............................................................................................................... 11

Drop-In Visits ................................................................................................................ 12

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Purpose .................................................................................................................. 12

Scope ..................................................................................................................... 12


Outcomes ............................................................................................................... 12

Drop-In Visit Form ..................................................................................................... 12

Audits .......................................................................................................................... 13

Purpose .................................................................................................................. 13


Outcomes ............................................................................................................... 13

Performance Reviews...................................................................................................... 13

Purpose .................................................................................................................. 13


Outcomes ............................................................................................................... 14

Poor Performance Review .......................................................................................... 14

Erratic Performance ................................................................................................... 15

Other Serious Issues .................................................................................................. 16

Performance Review Time Line Chart ........................................................................... 16

Positive Performance Review ...................................................................................... 17

Development Rates ........................................................................................................ 17

How Program Standards are Measured ............................................................................18

Program Administrative Guidelines .................................................................................22

Express Repair Program Standards .................................................................................... 22

Express Repair Administrative Processes and Responsibilities ................................................ 22

Limitation Periods .......................................................................................................... 22

Two-Year Limitation Period (Date of Loss) ...................................................................... 22

System Outages ............................................................................................................ 23

Additional Estimate Sheets .............................................................................................. 23

Documenting Multiple Claims .......................................................................................... 24

Two-Hour Rule of Acceptance .......................................................................................... 24

Commencing Repairs Prior to Submitting an Estimate or Supplement ..................................... 25

Changing the Type of Loss .............................................................................................. 25

Quality of Estimate ......................................................................................................... 26

Estimate and Documentation Storage ............................................................................... 26

Digital Images ............................................................................................................... 27

Release of Files to ICBC for the Purposes of an Audit or Performance Review ........................... 28

Referring the Customer to the Claim Centre ....................................................................... 28

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Estimating Administrative Guidelines...............................................................................29

Allowances, Betterment, Cash Settlements & Back Ordered Parts ....................................................................................................... 29

Cash Settlements ........................................................................................................... 29

Point of Impact .............................................................................................................. 29

Consistency of Damage with Loss Type .............................................................................. 30

1. Animal Impact: ...................................................................................................... 30

2. Vandalism: ............................................................................................................ 30

3. Theft from Vehicle: ................................................................................................. 30

4. Other: ................................................................................................................. 31

Unrelated Damage or Damage Not Consistent with Assignment Notes ................................... 31

Hit & Run Claims ............................................................................................................ 32

Pre-Pricing .................................................................................................................... 33

Depreciation ................................................................................................................. 33

Total Loss ..................................................................................................................... 34

APV286A, Replacement Cost Policy, New Vehicle Replacement Plus (NVR+) ............................ 34

Sublet Conversion, When the ATS Hourly Compensation is Applicable .................................... 34

Exception ................................................................................................................ 35

Alternative Transportation Service Procedures ..................................................................36

Overview ...................................................................................................................... 36

Scope .......................................................................................................................... 36

ATS Courtesy Vehicle Criteria ........................................................................................... 36

ATS Compensation ........................................................................................................ 36

Passenger Vehicle Rental Tax (PVRT) .................................................................................. 37

ATS Responsibility Date .................................................................................................. 37

Driveable Vehicles ..................................................................................................... 37

Non-Driveable Vehicles .............................................................................................. 37

Determining the Customer’s Transportation Needs .............................................................. 38

CL113 (F/H) — Notification of Direct Rental Form ............................................................ 38

Grace Days (Non-Drives) ................................................................................................. 39

Unsafe Vehicles Driven to Express Repair Participant ............................................................ 39

Temporary Substitute Motor Vehicle Agreements ................................................................ 40

Express Repair Participant Requirements and Customer ATS Entitlements ................................ 41

Authorized Replacement Rental Vehicle Prior to ATS Responsibility Date ................................. 42

Supplying an Express Repair Participant Owned/Leased Courtesy Vehicle Prior to the ATS Responsibility Date for Non - Driveable Vehicles .................................................................. 42

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Hit & Run Claims (Driveable) ............................................................................................ 43

Work Stoppage Due to Original Equipment Part(s) (OE) on Back-Order ................................... 43

When the ATS Courtesy Vehicle Allowance is Applicable ................................................. 43

“Holds” Based on Repair/Total Loss Decisions, when the ATS Hourly Compensation is Applicable ............................................................... 44

Total Loss — Including Tear Down ..................................................................................... 44

Excessive Wait Times (Non-Drives) .................................................................................... 45

If the Non-Drive Volume Delay Notification Form is Received from Customers’ Chosen Express Repair Facility ..................................................... 45

ATS Exceptions.............................................................................................................. 47

Customer Not Returning an ATS Courtesy Vehicle When Repairs are Completed ...................... 47

Third Party Liability Coverage........................................................................................... 48

Own Damage Coverage (Collision or Comprehensive) .......................................................... 48

Deductible.................................................................................................................... 48

Allowance or Rental Surcharge ......................................................................................... 48

Advertising .................................................................................................................49

Logo Usage Guidelines .............................................................................................. 49

Other considerations ................................................................................................. 52

Express Repair Program Feedback and Terms and Conditions ..............................................53

Program Feedback .................................................................................................... 53

Express Repair Agreement ......................................................................................... 53

Loss of Express Repair Status ...................................................................................... 53

Appeal Process ......................................................................................................... 53

Appendices .................................................................................................................54

Appendix — Grace Days Calendars ................................................................................... 54

express repair program guide

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The ICBC Express Repair Program

ScopeThe Express Repair program is a program designed to offer ICBC customers a choice of service options while allowing the repair facility a greater opportunity to effectively manage its business.

The Express Repair program provides participants with access to business systems and software to estimate ICBC customers’ vehicles.

The Express Repair program is voluntary and open to all accredited c.a.r. shop repair facilities that meet the additional criteria of the Express Repair Program.

ICBC will work in cooperation with Express Repair participants to improve efficiencies while providing opportunities to participate in earned authority, and annual rate increases.

Express Repair participants will adhere to policies and procedures as set out in the Claim Procedures and this guide. Express Repair participants are expected to complete repairs in a cost-effective manner while ensuring safety and quality standards are met.

Express Repair Program BenefitsThe joint benefits received from this program include:

• Eligible ICBC customers are provided a list of ‘c.a.r. shop VALET’ facilities.

• Increased facility efficiency due to increased throughput and greater control over workflow.

• A reduced ‘cycle’ time for the customer, from date of the accident to completed repair.

• Ability for ICBC and Express Repair participant to work together to improve efficiencies and continuously improve service to our mutual customers.

Eligibility to Receive Maximum Charge-Out RatesExpress Repair participants may be eligible to receive the maximum allowable ICBC labour charge-out rates for c.a.r. shop VALET facilities as set out in the ICBC Claim Procedures, providing the facility meets the requirements:

(a) necessary to qualify for each such rate;(b) of the Express Repair Program Guide; and (c) of the Express Repair Agreement.

Applying for the Express Repair ProgramEach c.a.r. shop that wishes to apply for this program should approach the Supplier Programs & Administration department and request the necessary information and/or documentation for application.

Information on applying for Express Repair can also be found at http://partners.icbc.com/material-damage/supp-accredprogram/valet.asp

http://partners.icbc.com/material-damage/supp-accredprogram/valet.asp


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Application Process

Applicants are required to meet the necessary qualifications as stated in this guide.

Each location of the repair facility, company or franchise is required to qualify separately.

An Express Repair Program contact is required to be appointed as the prime contact or focal point between ICBC and each participating facility regarding all Express Repair issues. The contact will have full authority to give and receive all communications regarding the Express Repair Program and to grant approval on information and decisions required.

Successful applicants will be notified in writing by the Supplier Programs Coordinator once their Express Repair application has been approved.

Applicants who are not successful will be notified in writing by the Supplier Programs Coordinator, outlining the reasons for their non-acceptance into the Express Repair Program.

Valet ServiceThe Express Repair participant is required to provide ‘Valet Service’ to ICBC customers. ‘Valet Service’, for the purposes of this program, means that the Express Repair participant will pick up the customer’s vehicle (for the purpose of repair) from their residence or place of business (within 30 km of the Express Repair participant’s location). It also means that they will discuss alternative transportation options available to the customer, and return the customer’s vehicle in a washed and vacuumed condition upon completion of the repairs.

In the case of collision non-driveable claims where ICBC requests the facility to complete the estimate, ICBC will allow for grace days as outlined in the Alternative Transportation Service procedures outlined in this guide. The grace period allows the Express Repair participant an opportunity to contact the customer regarding their vehicle’s damage, provide ‘Valet Service’ and complete an estimate.

Administrative Training

ICBC will provide Express Repair training for all existing Express Repair participants and for approved/potential applicants. All staff members who will be accessing the estimating system, including the owner(s) or a signing officer (some exclusions may apply) and the shop manager are required to complete the Express Repair training.

Technology Requirements

Each Express Repair participant is required to meet computer/software requirements that enable communication with ICBC. The minimum requirements for the program are listed on ICBC’s Material Damage business partners page. If the Express Repair participant is using other software (i.e., a facility management system, etc.), the recommended requirements should be used. ICBC may conduct a facility inspection to ensure these requirements are met. The minimum requirements are subject to change at any time. The cost of any technological updates/upgrades will be the sole responsibility of the Express Repair participant.

http://partners.icbc.com/material-damage/docs/technology-requirements.pdf


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Express Repair Program Process

Each Express Repair participant is able to complete estimates for ICBC customers using the following process:

A customer will be identified by ICBC as having a claim that qualifies for Express Repair. The customer will then be offered the option of going directly to a ‘c.a.r. shop VALET’ facility.

When the customer or the customer’s non-driveable vehicle arrives at your location, an estimate for repair will be required. The customer will provide a claim number and registration papers. In the case of non-driveable vehicles the claim centre will provide the claim number and registration number. The claim centre will provide advance notice prior to towing the vehicle to your facility. You can then access all necessary policy information and additional details through the ICBC's Material Damage Business Partners page and complete the estimate using the ICBC specific installed estimating system.

Applicants

Applicant must be able to demonstrate there is a level of trust between themselves and ICBC. Such trust can be determined to exist if there is no (within the previous twelve months) documented history of non-compliance with Claims Procedures.

In addition, the applicant must;

• have been a c.a.r. shop participant for a minimum of six months immediately prior to the application: or

• have submitted 100 claims for payment: or

• have demonstrated successful management within the last three years (successful management is determined by results from completed performance reviews and audits) of a c.a.r. shop VALET facility for a period of at least one year (references may be required).

– Continuous management experience must be maintained for a minimum of six months.

Existing Express Repair Participants Opening New Locations

Existing Express Repair participants in good standing that open new facilities may apply for Express Repair once the facility is open for business. To qualify, the new location must meet the requirements outlined in this guide, which include one-year successful management experience (within last three years) of an Express Repair facility. As well, existing Express Repair participants must meet the following:

• All existing locations are Express Repair participants in good standing.

• Has qualified for c.a.r. shop.

Once Express Repair has been granted, the new location will qualify for the VALET rate with No Earned Authority. The new location may qualify for earned authority when one of the following has been met;

• the new shop is performing at a KPI of 100 or better in the first three full consecutive months, the shop will move to the Earned Authority Level 11, or

1 Refer to the “Qualifying for Earned Authority” section of this guide for further information.

http://partners.icbc.com/material-damage/express-repair-systems/default.asp


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• the shop will be moved to Earned Authority Level 1 when the shop has achieved and maintained an individual KPI score above the then current watch list threshold line for six full consecutive months.

Acquiring an Existing Express Repair Participant via Share or Asset Purchase

Prior to a c.a.r shop VALET participant's business being sold, ICBC must be provided in writing by the current owner their intention to sell, at least 45 days prior to the closing date.

If an existing Express Repair participant’s business is purchased, via a majority share or asset purchase, ICBC will review the purchaser’s application to determine if they meet the requirements outlined in this guide, which include one-year successful management experience (within last three years) of an Express Repair facility.. For the purchaser(s) to qualify immediately for the benefits currently held by the current owner, they (the purchaser(s)) must provide a letter stating that they will cover all potential warranty issues that may arise from previous ownership. An application and supporting documentation (which may include resumes and a business plan) must be submitted to the Supplier Programs & Administration department 30 days prior to the sale of the existing participant’s business. Failure to submit the application 30 days prior to the transfer date will result in immediate termination as an ICBC supplier.

To qualify for the existing participant’s applicable level of Earned Authority, the purchaser(s) of the existing Express Repair participant must meet the following requirements:

• The existing participant has Earned Authority.

• The existing participant is not on a poor performance cycle.

• The existing participant has a KPI score at or above the current KPI threshold as the result of the last measurement period.

• If the existing participant has achieved Earned Authority Level 2, the requirements for that level must be maintained at the time of sale to transfer to the purchaser(s).

Note: If the new ownership does not qualify for Earned Authority they can qualify if they meet the requirements outlined in the Qualifying for Earned Authority Levels section of this guide.

If an existing Express Repair participant is acquired during a performance review cycle, the review and the applicable labour rate will be maintained.

Earned Authority

What is Earned Authority?

Earned authority allows qualified Express Repair participants to begin vehicle repairs within the maximum allowable repair cost, without seeking approval from ICBC. Express Repair participant must submit the original estimates or supplement to ICBC before beginning repairs.


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There are two levels of earned authority:

• Earned Authority Level 1 — $1,500, maximum allowable repair cost or supplement.

• Earned Authority Level 2 — $2,500, maximum allowable repair cost or supplement, and parts autonomy.

Maximum Allowable Repair Cost and Supplements

Under earned authority, the maximum allowable repair cost (dependent on the Express Repair participant's level of earned authority) applies to the following scenarios only:

An original shop-initiated estimate is less than or equal to the applicable maximum level of $1,500 or $2,500.

The first supplement on an ICBC-initiated estimate is less than or equal to the applicable maximum level.

• If the first supplement on an ICBC-initiated estimate exceeds the applicable maximum level, the estimate is not eligible for earned authority (and, therefore, subject to the “2-hour rule” of approval). Only one supplement is permitted on any earned authority estimate. If a second supplement is submitted, the estimate reverts to current Express Repair procedures, i.e., “2-hour rule” of approval, regardless of the value of the supplement. (The intention is to determine whether the supplement is warranted, not to review the entire estimate.)

• The supplement for any estimate, shop-initiated or ICBC-initiated must be submitted to ICBC before the shop proceeds with the repairs outlined in the supplement request.

• The supplement on a shop-initiated estimate cannot be submitted until after the additional damage has been thoroughly assessed.

Guiding Principles and Assumptions Under Earned Authority• Earned Authority is not applicable on the initial estimate on hit & run claims.

• Express Repair participants must submit the original estimates or supplements to ICBC before beginning repairs.

• ICBC continues its long-standing expectations of thorough, accurate estimates and supplements, and safe, reliable, guaranteed repairs.

• Estimates are subject to all ICBC compliance and audit requirements.

• The requirements for submitting photos of vehicle damage continue.

• Judgment time and parts utilization decisions are guided by the following:

a) A shop must be able to justify its judgment time and/or repair versus replace on shop-initiated or ICBC-initiated estimates. On ICBC-initiated estimates, a shop must be able to justify a decision to use OEM parts rather than alternate parts. Some factors that will be considered are parts availability, loss of use, and cycle time.

b) The use of recycled/aftermarket parts on shop-initiated or ICBC-initiated estimates should be considered. Where the most cost-effective part is not utilized, the shop should be able to support its decision in a performance review and/or during a shop visit.


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Earned Authority Level 2 — Parts Autonomy

Express Repair participants that have qualified for Earned Authority Level 2 are granted parts autonomy. With parts autonomy Express Repair participants are eligible for the following:

• The Express Repair participant may decide the source of the part that is being replaced, regardless of price. If an OEM or more expensive part is being utilized, the shop is not required to complete a CL14F.

• If the Express Repair participant is utilizing an aftermarket or pre-priced part, the participant does not need to utilize the least expensive part.

• The RPL/APS are not required for parts searches but are still recommended.

Note: If the OEM supplier matches any pre-priced or recycled part prices, then the part on the estimate should remain as recycled or pre-priced with a line remark stating “OEM price match”.

Under parts autonomy, Express Repair participants cannot replace a part that is more cost effective to repair than replace. If ICBC determines that an Express Repair participant replaced a part when it would have been more cost effective to repair the part then it would result in a Category 1 DIV for “Repair vs. Replace”.

Qualifying for Earned Authority Levels

Earned Authority Level 1

New Express Repair participants may be eligible for Earned Authority Level 1 when they have achieved and maintained an individual KPI score above the then current watch list threshold line for six full consecutive months.

Earned Authority Level 2

Existing Express Repair participants may qualify for Earned Authority Level 2 by achieving the following:

• KPI score of 104 or higher

• meeting or exceeding the regional OE parts target

• audits within the past 12 months must have a green or amber rating

• no poor performance reviews

during the following qualification periods:

• January 1 to December 31 (Earned Authority Level 2 effective on February 1)

• July 1 to June 30 (Earned Authority Level 2 on August 1)

Removal of Earned Authority Levels

Express Repair participants with Earned Authority Level 2 who fail to maintain the criteria as outlined in Qualifying for Earned Authority Level 2 at one of the bi-annual qualification dates will result in removal of their Earned Authority Level 2 status and will maintain Earned Authority Level 1.


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Express Repair Program StandardsExpress Repair applicants and participants are required to comply with all the terms and conditions as outlined in the ICBC Claims Procedures, c.a.r. shop Program Guide, Accreditation Agreement, Express Repair Program Guide and the Express Repair Agreement.

In addition, the Express Repair participant is required to meet and maintain the following standards:

Quality of Estimate

The initial estimate and photos must be submitted prior to or upon the vehicle arriving at the participant’s shop for the purpose of repair. Any estimate or supplement(s) must be submitted prior to commencing repairs, subject to the two-hour rule of acceptance.

If more than two (2) claim centre business hours have elapsed from the time the estimate or supplement request is successfully submitted to ICBC for approval, and the status of the estimate has not changed from New, the estimate or supplement will be considered to be accepted (excludes hit & run claims and estimates triggered as a total loss). This means the Express Repair participant is authorized to proceed with the vehicle repairs.

During each supplement, the part prices must be updated so an accurate repair cost is available after each supplement.

The Express Repair estimate that is submitted for payment is required to be cost-effective, complete and accurately reflect the insured damage to the customer’s vehicle.

Unnecessary and excessive supplements will be documented on a DIV.

If an Express Repair participant identifies an incorrect ICBC generated estimating entry then the participant is responsible for correcting the issue. ICBC should make every attempt to recognize these corrections and document them on a DIV under Category 4, Recognition. An Express Repair participant should not be given a DIV if the ICBC generated error is not identified.

Quality of Service

The Express Repair participant will ensure that a staff member who has received the training courses provided by ICBC is on site at all times during business hours to write complete and accurate estimates according to program standards.

Express Repair participants should strive to achieve or exceed the Net Promoter Score (NPS) target.

Express Repair participants are required to accurately complete and submit cycle time information for all ICBC repairs/estimates on the ICBC Aries Payment Request System (APR). A pattern of inaccurate entries may result in a performance review, audit, suspension or termination. Claim payments cannot be processed until cycle times are entered.


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Quality of Repair

Express Repair participants are required to complete guaranteed safe, quality repairs.

Substandard repairs (including road-worthiness, repairs and/or other work including cosmetic in nature) performed by the Express Repair Shop on a Customer’s vehicle may result in a DIV and/or a referral to the Supplier Conduct Committee.

Key Performance IndicatorsKey performance indicators are central to the definitions of many components of the Express Repair Program. Audits, compliance, performance reviews, and earned authority all rely on how ICBC defines performance, and how it is measured.

Objectives

• ICBC will provide Express Repair participants with business information for the purpose of helping them improve financial control of the repair process.

• ICBC will use a consistent process for identifying Express Repair participants that could potentially benefit from a performance review and guidance.

KPI Categories

A shop’s performance is measured against regional averages and against its own previous performance.

Shop history and quality of repair are addressed in the compliance process.

Individual Shop KPI Report

ICBC will provide Express Repair participants with their individual KPI results on a monthly basis. The monthly report allows an Express Repair participant to see how their KPI’s are doing against their targets for each of the five performance measures below. Each of the five KPI measures represents a different component of the repair process: severity, labour, parts, Average Cycle Time (ACT), and Net Promoter Score (NPS). Each KPI is measured against an area or provincial target and a score is calculated. Scores are capped at a maximum so that each KPI does not exceed its weighting.


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KPI Definition Weighting Target

Repair Cost Indicator (RCI)

• RCI represents the average cost per claim.

• It’s the value of the shop’s total repair dollars divided by the number of total repairs.

• RCI is calculated per claim rather than per CL14.

20% Regional RCI AREA average

Percentage of OEM Parts

• Represents the percentage of OEM parts cost to total parts cost.

• APV286 claims are excluded in the calculation of this measure.

30% Regional OEM % AREA Average

Percentage of Total Labour

• Represents the percentage of labour cost to gross vehicle repairs.

• Total labour cost includes Repair, Replace, R&I and Paint.

30% Regional Total Labour %Area Average

Average Cycle Time (ACT)

• Represents a shop’s number of total labour hours divided by the total cycle time.

• The cycle time target is 3.0 cycle hours per day per vehicle.

10% 3.0 hoursProvincial Target

Net Promoter Score (NPS)

• Indicates the average customer service rating.

• NPS scores come from the results of the AutocheX survey.

• To measure NPS, ICBC will continue to use the existing survey question: “On a scale of 1 to 10, where 1 is very unlikely and 10 is very likely, how likely is it that you would recommend the shop to a friend or family member?”

10% 74.0%Provincial Target


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Performance ManagementA performance management model has been developed to support the Express Repair Program.

Objectives• Help identify potential opportunities to improve both the administrative and technical

aspects of the collision repair process for the benefit of our mutual customers, ICBC, and Industry.

• Monitor and promote shop performance.

• Monitor and promote shop compliance with ICBC policies and standards.

• Minimize potential financial risks to ICBC through the use of appropriate auditing controls.

Performance Management Mechanisms/Tools

Performance Management Model

Performance Management

Performance Compliance

Drop-in Visits

Focus List

Rewards(Earned Authority)

Consequences

Performance Reviews

Audits

Compliance (Express Repair Program Guide)

Earned Authority — Definition and Rules

Key Performance Indicators (KPIs)

Supporting Business Rules/Guidelines

Outcomes

The model is comprised of three primary mechanisms/tools: drop-in visits, audits, and performance reviews conducted by ICBC.

Note: KPI’s are indicators only and are not in and of themselves indicative of an Express Repair participants overall performance.


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Focus List

Purpose

The purpose of the Focus List is:

ICBC maintains a list of Express Repair participants that require additional attention or support. Originally intended to track Express Repair participants that were in Performance Review cycles and needed addition DIVs completed; now has evolved to being a focal point to identify repair shops with poor DIV and audit trending that have the potential to be placed into a Performance Review in the future.

Frequency/Triggers

The Material Damage (MD) Programs Compliance department chairs meetings every second month to review and update the Focus List as required. Express Repair participants may be placed on the Focus List for a variety of reasons including:

• Performance Review

• Poor DIV trending

• Poor working relationships with the claim centre or Provincial Express

• Poor KPI trending

• Poor audit results

• New Express Repair participant

• Change in employees

• Random selection

All changes to add or remove an Express Repair participant to or from the Focus List will include appropriate communications from ICBC. Requests for changes may originate from Estimators, Managers Estimating Services, MD Programs Compliance Advisors or the Express Repair participant; however, all request must be escalated to the Focus List meeting for evaluation and action. Express Repair participants will be added and removed from the Focus List solely at ICBC’s discretion.

Outcomes

If an Express Repair participant is added to the Focus List, they will lose their Earned Authority status. This change in Earned Authority will not impact their eligibility to receive the maximum allowable ICBC labour charge-out rate applicable to them. When the Express Repair participant is removed from the Focus List, their previous Earned Authority level will be reinstated.


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Drop-In Visits

Purpose

Drop-in visits have several purposes:

• To maintain open dialogue and good working relationships.

• Identify, or follow-up on, potential performance and/or compliance issues.

• Suggest methods of improvement and provide guidance on specific issues if/as required.

• Take the more serious issues through proper mechanisms (e.g., audit, performance review).

Scope

The scope of these visits may include repairs in progress and completed repairs. Required and/or completed repairs will be compared against the estimate for accuracy and compliance with ICBC policies/standards. ICBC will also inspect vehicles for repair quality and safety. Reviews may also be completed during the estimate approval process to ensure proper compliance is being adhered too. Depending on the findings, some guidance on specific issues may be provided during the visit. Where the issue is deemed serious, ICBC will pursue the appropriate mechanism (e.g., audit, performance review, or supplier conduct).

Frequency/Triggers

ICBC may conduct drop-in visits to any Express Repair participant at any time and without notice. Visits may be conducted based on a risk assessment and/or specific triggers.

Outcomes

All findings — positive or negative — will be documented on a Drop-In Visit (DIV) form and placed in the Express Repair Document Viewer where all relevant performance and/or compliance information is maintained for each Express Repair participant. As well, the findings will be used as part of future audits, performance reviews.

Express Repair participants can view their information on the Express Repair Document Viewer at partners.icbc.com on the ICBC MD Business Partners page.

Drop-In Visit Form

A Drop-In Visit form is used by ICBC staff to document any issues identified during the review of Express Repair participant’s estimates or when conducting vehicle inspections. Issues may include variances from program standards and customer feedback. Summary notes are also documented on the form. After a Drop-in visit form has been completed the form will be available to the shop on the Express Repair Document Viewer at partners.icbc.com on the ICBC MD Business Partners page.

https://onlinebusiness.icbc.com/externalperfsumrpt/auth/Form-login.jsp

http://partners.icbc.com/




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Audits

Purpose

The purposes of audits are to:

• Determine whether a shop is complying with ICBC’s policies and standards as stated in this document and in the Claims Procedures. The number of files reviewed and level of detail for each audit corresponds to the shop’s ICBC repair volume and to potential issues and/or risks identified through past visits or reviews.

• Provide information for use in future drop-in visits and performance reviews.

Frequency/Triggers

ICBC may initiate audits for any shop based on specific triggers. These triggers may include:

• Results of past drop-in visits — variance/compliance concerns may be serious enough to warrant further investigation to determine whether the issues are isolated or systemic, or related to poor estimating/business practices.

• Poor KPI results and/or trending — ongoing poor trending may warrant further investigation and/or file reviews to determine why the shop is continuing to trend poorly.

• Customer complaints/tips.

• Regularly scheduled audits.

Outcomes

ICBC will document audit results. These results will be placed in the Express Repair Document Viewer where performance and/or compliance information about each shop is maintained. ICBC will use these results to facilitate any required follow-up in the form of future drop-in visits, performance reviews, and/or audits. Where applicable, the results may also be used to support specific consequences.

Express Repair participants can view their information on the Express Repair Document Viewer located at partners.icbc.com on the ICBC MD Business Partners page.

Performance Reviews

Purpose

The purposes of performance reviews are to:

• Share and discuss performance and compliance results with an Express Repair participant.

• Obtain feedback from the Express Repair participant about potential opportunities to improve ICBC’s policies, procedures, and processes related to material damage.

• Recognize an Express Repair participant for positive performance and compliance.

• Identify and clarify potential improvement opportunities, expectations, and outcomes.






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Depending on the results, performance reviews may also include a guidance component designed to help the Express Repair participant improve its overall performance and compliance with ICBC policies and standards.

Frequency/Triggers

ICBC may conduct a performance review of all aspects of an Express Repair participant’s business in relation to ICBC and discuss the results with the Express Repair participant. Depending on results, performance reviews can influence the number of future drop-ins and can trigger an audit if compliance issues are identified. Additional performance reviews may be conducted in the case of Express Repair participants with poor KPI results and/or poor compliance results.

Outcomes

Performance review results, along with any identified follow-up action items, will be summarized in writing and a copy will be provided to the Express Repair participant. A copy will be placed in the Express Repair Document Viewer containing all relevant performance and/or compliance information about each Express Repair participant in order to facilitate any required follow-up.

Express Repair participants can view their information on the Express Repair Document Viewer located on at icbc.com on the ICBC MD Business Partners page.

Performance Reviews

Each Performance Review cycle is assessed over a 90 day period.

Discuss findings with the Express Repair participant and suggest methods of improvement as part of the review. It will be required that the Express Repair participant provide a written business plan identifying areas and processes for improvement. In addition, the Express Repair focal point and/or manager may be required to attend the Express Repair training course as specified by ICBC.

ICBC may conduct additional drop-in visits to monitor progress and provide further guidance, while on a performance review cycle. At the start of the performance review cycle; the Express Repair participant will be:

• Placed on the focus list;

• Removed from ICBC’s Find-a-Service Locator on icbc.com; and

• Earned Authority will be removed, if applicable.

90 day result

Positive

• Released form Performance Review Cycle

• Removed from Focus List;

• Reinstated to ICBC’s Find a Service Locator on icbc.com; and

• Earned Authority reinstated, if applicable.

Poor

• Move to development rate.



https://www.icbc.com/Pages/default.aspx




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180 day result

Positive

• Move to VALET rate; review continues for an additional 90 days.

Poor

• Refer to Supplier Conduct Committee where potential outcomes may include, but not limited to:

– Further performance reviews; and, – Continuation at Development Rate. – Suspension or Termination from the Express Repair Program.

270 day result

Positive

• Released form Performance Review Cycle

• Removed from Focus List;

• Reinstated to ICBC’s Find a Service Locator on icbc.com; and

• Earned Authority reinstated, if applicable.

Poor

• Refer to Supplier Conduct Committee where potential outcomes may include, but not limited to:

– Further performance reviews; and, – Continuation at Development Rate. – Suspension or Termination from the Express Repair Program.

Erratic Performance

Erratic performance reviews over an extended period of time may result in an Express Repair participant being moved to the Development Rate or referred to the Suppler Conduct Committees. If an Express Repair participant is moved to the Development Rate, they would not move back to their previous rate until they receive one positive performance review in accordance with the Performance Review Flow Chart.

Erratic Performance Review Cycles are interpreted as; a shop fluctuates between 'poor' and 'positive' reviews with no documented sustainable and continuous improvement noted, i.e., after having received 'poor' reviews and then a 'positive' review, the same program variances are identified during subsequent review cycles resulting in additional 'poor' performance reviews over an extended period of time.



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Other Serious Issues

If the Express Repair participant:

• makes an intentional, negligent or fraudulent misrepresentation to ICBC or any of its customers or otherwise; or

• commits an unlawful act, willful misconduct or fraudulent misconduct in carrying out any aspect of motor vehicle repair work, whether or not such aspect of the Express Repair participant’s business is connected with, or relates to, the Express Repair Program or an ICBC claim;

then ICBC may take all manner of action against the Express Repair participant, including moving the shop to the development rate, removal from the Express Repair program, removal from the c.a.r. shop program, and/or removal from ICBC’s supplier system, regardless of the Express Repair participant’s KPI results, performance reviews and audit history.

Performance Review Time Line Chart

Start of Performance Review Cycle

Initial Review • Loss of Earned Authority • Removal from icbc.com • Placed of focus list

Move to Development Rate

Refer to Supplier Conduct Committee

• Re-instate Earned Authority • Remove from focus list • Reinstate to icbc.com • Release from Performance

Review Cycle

• Re-instate Earned Authority • Remove from focus list • Reinstate to icbc.com • Release from Performance

Review Cycle

Move to VALET rate

Day

1 —

St

art

Day

180

—

Po

or

Rev

iew

Day 90 — Positive Review


Day 2

70 —

Poor

Rev

iew


Day

90

—

Po

or

Rev

iew

Each Performance Review Cycle is assessed over a 90 day Period


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Positive Performance Review

Provide positive reinforcement on good results; no specific follow-up is required.

Development RatesICBC has one development rate for Express Repair participants who are not meeting performance expectations as outlined in the Performance Management section of this guide.

Express Repair participants on a development rate will not be entitled to the mechanical or frame differential.


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How Program Standards are MeasuredExpress Repair participants will be measured in the following areas. These measurements apply to all ICBC estimates whether:

• initiated by ICBC or the Express Repair participant.

• submitted to ICBC by Mitchell Connect or in any other manner.

Note: For the purpose of documenting program standards the current Drop-In Visit form will be utilized as it’s currently available with segregation of variances into multiple categories. For the purpose of measuring an Express Participants performance and adherence to compliance, segregation of variances into categories will be noted as detailed below.

The following program standards will be monitored and when required documented by an ICBC estimator by way of estimate approval process, site visit or review of submitted final invoice for payment.

Outcomes: Exceptions identified in Category 1 and/or Category 2 may result in ICBC adding the Express Repair Participant to the Focus List, conducting an Audit or initiating a Performance Review. Outcomes of an Audit and Performance Review are listed in the Performance Management section of this guide.

Category 1

Estimate / Supplement Quality

General variance for documenting poor estimate quality or non-compliance issues.

Paint Compliance Participants are required to apply the paint procedures as outlined in the Claims Procedures.

Submitting for Unrelated Damage

Participants are required to ensure that all estimates submitted for approval to ICBC are complete and accurate and ensure that only damage consistent with and related to the insured loss are included on the estimate submitted for approval.

Submitting for Non-Existent Damage

Participants are required to ensure that all estimate submitted for approval to ICBC are complete and accurate and can only include those parts and labour that are required to repair the claim related damages.

Photos Participants are required to take clear digital images that accurately identify vehicle damage and to ensure all required photos are uploaded to Mitchell Connect as detailed in this guide.

Confirm Type of Loss Participants are required on all comprehensive claims to confirm whether or not the damages appear consistent with the circumstances of the reported loss by including additional required remarks describing the damages found.

Estimate Remarks Participants must add required messages, estimate remarks and estimate line remarks as required.


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Judgement Time Participants are required to meet a review standard variance for all repair operations collectively within each estimate, using the following criteria:• Total repair judgement time hours on an estimate will be reviewed

and discussed• A maximum of 20% difference will be considered acceptable• After discussion and acceptance, repair times will be adjusted• If no agreement is reached, estimate will remain as written, DIV

completed and subject to further review with potential adjustment by Manager Estimating Services or Supervisor.

Repair vs. Replace Participants are required to ensure that the most cost effective repair vs. replace decisions are being made.

R&I Parts to Assist Participants are required to follow the R&I of parts to assist procedures as outlined in the Claims Procedures.

Customer Complaint Documented customer complaints will be investigated by ICBC to determine if it is justified. These complaints may be specific to:• Customers and/or vehicles being refused service as a result of the

type of claim and/or extent of damage• The overall service received by the customer from the participant• The overall quality of the completed repairs to the customer’s

vehicle.

Recycled / Aftermarket Parts Usage

The use of recycled/aftermarket parts on all estimates should be considered. Where the most cost-effective part is not utilized, the participant should be able to support its decision in a performance review, audit or drop-in visit. If no agreement is reached, estimate will remain as written, DIV completed and subject to further review by Manager Estimating Services or Supervisor.• Note: this is not applicable for participants with Earned Authority

level 2.

Depreciation Participants must identify when a part requires depreciation and may contact ICBC to assist in determining the amount to be applied and contact the customer to discuss.

Pull & Align Unibody vs. Sheet Metal

If the damages to the unibody portion of the vehicle require Pull & Align (as defined in the Claims Procedures); the shop will be entitled to estimate the repairs using the Frame operation in the estimating system. The portion of the Unibody damages that require repair after pulling will be estimated as a judgement time utilizing the Sheet Metal operation as listed in the estimating system. Consideration should be given in regards to overlaps in set-up and multiple pulling.


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Pull & Align Unibody — Not Warranted

Participants may only request the Pull & Align Unibody repair line in the Unibody & Frame Section in the estimating system when the repair process warrants utilizing the required equipment: • Securing the unibody vehicle with the use of a four point anchoring

system.• Use of a simultaneous 3-Dimensional measuring system.• Use of hydraulic pulling equipment capable of multiple pulls at any

angle.

If after discussion an agreement is made, the estimate will be adjusted accordingly. If no agreement is reached, the estimate will remain as written and be subject to further review.

Total Loss Indicator Participants must receive approval from ICBC prior to starting repair, including Earned Authority claims, when the estimating program has flagged the vehicle as a potential total loss, or the participant has manually flagged the vehicle as a potential total loss.

Participants must select “Requires Review” from the long expansion list for vehicles with condition and mileage ratings outside of normal in order to prevent repairing potential total losses.

In the event that the total loss trigger has been activated in the estimating software the participant may not change the total loss status.

ATS / LOU Participants must adhere to the policies and procedures under the Alternative Transportation Service Procedures section of this guide.

Documenting Multiple Claims

When customers present multiple claims to be fixed simultaneously; the Participant must add a message in Mitchell Connect detailing each claim number, select the “Requires Review” damage line entry from the long expansion list in the estimating application for each multiple claim being repaired and submit all multiple claims to ICBC for approval at the same time.

Immediately after submitting estimates for approval the participant must email ICBC at [email protected] advising there are multiple claims to be reviewed.

Two-Hour Rule of Acceptance

Participants are required to follow the Two-Hour Rule of Acceptance as outlined in this guide.

mailto:cc79%40icbc.com?subject=


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Category 2

Billing for Unrelated Damage

Participants are required to ensure that all estimates submitted for approval to ICBC are complete and accurate and ensure that only damage consistent with and related to the insured loss are included on the estimate submitted for approval.

Participants who invoice ICBC for completed repairs which include damages unrelated to the insured loss may be subject to a drop-in visit, performance review or an audit.

Billing for Non-Existent Damage

Participants are required to ensure that all estimates submitted for approval to ICBC are complete and accurate and can only include those parts and labour that are required to repair the claim related damages.

Participants who invoice ICBC for completed repairs which include non-existent damages may be subject to a drop-in visit, performance review or an audit.

Billing for Labour Not Performed / Part Not Supplied

Participants are required to perform all labour operations and supply all parts that are being invoiced.

Participants who invoice ICBC for completed repairs which were found to be not completed may be subject to a drop-in visit, performance review or an audit.

Commencing Repairs Prior to Submitting Estimate / Supplement

The Express Repair participant is required to complete and submit all estimates and supplements prior to commencing repairs regardless of their earned authority status. Failure to follow “Program Administrative Guidelines” procedures may result in ICBC refusing payment entirely or paying a competitive estimate based on available digital images. In addition, supplement requests for additional repair time will not be paid and under no circumstances can customers be billed for any disputed differences in payment.

Repair Quality Participants must complete a safe, quality repair that brings the vehicle back to a crashworthy state.


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Program Administrative Guidelines

Express Repair Program StandardsExpress Repair applicants and participants are required to comply with all the terms and conditions as outlined in the ICBC Claims Procedures, c.a.r. shop Program Guide, Accreditation Agreement, Express Repair Program Guide and the Express Repair Agreement. In addition, the Express Repair participant is required to meet and maintain the following guidelines:

Express Repair Administrative Processes and ResponsibilitiesWhen contacted by an ICBC customer with an Express Repair claim, the Express Repair participant will:

• Complete and submit an estimate of the vehicle damage according to the procedures outlined in this guide and the Claims Procedures (covers the particulars of estimate completion).

• Repair the customer’s vehicle according to the ICBC-approved estimate. The term “approved” is only intended to allow the Express Repair participant to proceed with repairs and does not mean that the estimate meets all the requirements outlined in the Claims Procedures or this guide.

Express Repair participants must add the “Requires Review” damage line entry from the long expansion list in the estimate and check the “Needs Attention” box in the Mitchell Compliance Utility if they require a review of their estimate or supplement by ICBC. This is the only way the Express Repair participant can notify ICBC to look at an estimate or supplement. Shop's comments and remarks are still required to support the claim — the comments need to be made in the “Messages” section of Mitchell Connect. This is applicable to both earned authority and non-earned authority claims. Earned Authority participants will proceed as outlined in the Earned Authority section of this guide.

Limitation Periods

Two-Year Limitation Period (Date of Loss)

As with all claims for loss through ICBC, there is a two (2) year limitation period on the life of all Express Repair and ICBC estimates from the date of loss. When you retrieve a claim assignment for an Express Repair estimate or to supplement an ICBC generated estimate you are required to verify the date of loss noted in the assignment details in Mitchell Connect. If more than two years have passed you are to contact your servicing ICBC claim centre for instructions.

In the event an ICBC customer presents you with an Express Repair claim or you are planning to work on a vehicle that requires a supplement that is nearing the two-year limitation period, the following procedure applies:

• If sufficient time remains to complete all vehicle repairs and submit the completed estimate or supplement forms for payment to ICBC, then proceed as usual.


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• If there is a question as to whether or not vehicle repairs can be completed and the estimate submitted to ICBC before the end of the two-year limitation period, the Express Repair participant must contact their servicing claim centre for instructions.

Note: Estimate and supplement sheets submitted for payment after the two-year limitation period may not be paid.

System OutagesWhen a system outage occurs and Mitchell Connect is unavailable to an Express Repair participant, the Express Repair participant will:

• contact their servicing Express Estimating unit to confirm the claim number, vehicle registration, and that the claim still qualifies as an Express Repair claim,

• complete a manual estimate or supplement, and

• fax the estimate or supplement to their servicing Express Estimating unit.

Upon receipt of the estimate or supplement, the Express Estimating unit will:

• approve the manual estimate or supplement and fax an approved copy back to the Express Repair participant, or arrange for a site visit.

Both the Express Repair participant and the Express Estimating unit will retain a copy of the approved estimate or supplement.

Once the connection with Mitchell Connect is regained, the Express Repair participant will request the claim assignment information, enter the information from the approved estimate or supplement into the estimating system, and submit it for approval through Mitchell Connect as usual.

Upon receipt, the servicing claim centre will approve the estimate or supplement after comparing it to the manual copy.

Additional Estimate SheetsThere may be occasions where a customer shows up at an Express Repair participant’s location and identifies additional damage that was not reported in the initial reports. This may include items the facility cannot repair or replace; for example, the stereo is damaged or stolen.

When a second claim form is required, the Express Repair participant will contact ICBC to advise that a second “suffix” is required.

Note: Prior to ICBC generating the additional estimate sheet for the customer, the Express Repair participant must have sent their estimate for approval through Mitchell Connect. If the Express Repair participant’s estimate was not sent for approval prior to ICBC generating the second estimate sheet, the second estimate sheet created by ICBC may end up being the primary form and the facility may be locked out of the assignment and may be prevented from processing the Express Repair claim.


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Documenting Multiple ClaimsWhen customers present multiple claims to be processed simultaneously the participant must prepare each estimate in sequence from oldest date of loss to most recent, writing the first estimate as if the second and third claim never existed, making a note of all claim numbers under each claim in Messages. This will also assist when referencing future Supplements.

The participant must select “Requires Review” from the long expansion list for each estimate to trigger a compliance failure and select “Needs Attention” in the compliance window. Participants at this time can submit estimates to ICBC for approval.

Participants must immediately notify ICBC of the multiple claims and the associated claim numbers by email to [email protected].

Two-Hour Rule of AcceptanceThe following applies to Express Repair estimates and supplements.

Any estimate or supplement (outside a facility’s earned authority) submitted to ICBC requires the approval of an ICBC Estimator before repairs can proceed. In the case of estimates and supplements submitted by Express Repair participants, on vehicles for which repairs will commence immediately, the following terms apply.

If more than two (2) Provincial Centralized Express (hours listed on Express Repair home page) business hours have elapsed from the time the estimate or supplement request is successfully submitted to ICBC for approval, and the estimate has not been assigned to an ICBC Estimator, the estimate or supplement will be considered to be accepted. This means the Express Repair participant is authorized to proceed with the vehicle repairs subject to meeting ICBC's Claims Procedures, including any judgement time.

• Exemptions to the above: – Estimates with total loss indicator triggered – Estimate with a repair value over 60% of the total loss indicator value – Hit & Run claims – Estimates with “Requires Review” indicated

If the estimate or supplement was prepared and submitted on a Saturday, Sunday, statutory holidays or after regular Provincial Centralized Express business hours, an ICBC Estimator will review the estimate within two hours of the next Provincial Centralized Express business day.

When an ICBC Estimator assigns an estimate or supplement that is under Pending Review the ICBC Estimator must contact the participant within two (2) Provincial Centralized Express business hours of making the change.

If the ICBC Estimator decides to conduct a site visit the Estimator will reject the estimate and add a Message advising of the site visit. The site visit must be completed within eight (8) Provincial Centralized Express business hours.

mailto:cc79%40icbc.com?subject=


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The corporation is committed to reviewing a submitted estimate within the allotted timeframes. However, if no status change has occurred within the allotted time, it is not the intent to delay repairs. The participant may proceed with repairs on an Accepted estimate or supplement. If repairs are completed prior to a Review and Acceptance, the Express Repair participant will be paid based on the Accepted estimate or supplement request that was successfully submitted to ICBC.

Note: The status of the Express Repair estimate/supplement displayed on Mitchell Connect will not change to show as an Accepted estimate/supplement. The determination of the estimate/supplement being accepted is solely based on the fact it has been in Pending Review status for more than the allotted time (based on Provincial Centralized Express business hours).

The term "approved" is intended only to allow the Express Repair participant to proceed with repairs, and does not mean that the estimate meets all the requirements outlined in the ICBC Claims Procedures or the Express Repair Program Guide.

Reminder: The shop must be able to justify its judgement time and/or repair versus replace on shop initiated or ICBC initiated estimates.

Commencing Repairs Prior to Submitting an Estimate or SupplementThe Express Repair participant is required to complete and submit estimates and supplements prior to commencing repairs regardless of their earned authority status. Failure to follow “Program Administrative Guidelines” procedures may result in ICBC refusing payment entirely or paying a competitive estimate based on available digital images. In addition, supplement requests for additional repair time will not be paid and under no circumstances can customers be billed for any disputed differences in payment.

Once an estimate has been approved and the repairs have commenced, the shop may authorize a sublet provider to continue with repairs (up to the Valet shop’s Earned Authority level) when unforeseen supplement(s) are identified. This excludes additional judgement time repair operations and/or repair vs. replace decisions. If the ERP has elected to approve a sublet repair prior to submission of the supplement, the ERP must be able to substantiate the damage with photos or by retaining the damaged part. The claim specific wheel alignment printout may be requested to substantiate the requested replacement of suspension components.

Changing the Type of LossIf the Express Repair participant identifies that the vehicle damage is not consistent with loss type, the participant will

• document this in a “Message” in Mitchell Connect,

• zero out the estimate using a Policy Limit Adjustment, excluding hit & run claims,

• add the “Requires Review” damage line from the long expansion list to the estimate,

• select the “Needs Attention” check box in Mitchell Compliance Utility, and

• submit the estimate and images using Mitchell Connect.


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An ICBC estimator will then verify the Express Repair participant’s remarks and contact the participant by phone to determine what assistance the participant requires prior to approving the estimate electronically. If it is determined that the Loss Type is not consistent with the claim the estimator will arrange the changing of the Type of Loss through a Claims Contact Adjuster, which may involve an appointment at a claim centre for the vehicle to be viewed.

Quality of EstimateDuring each supplement, the part prices must be updated so an accurate repair cost is available after each supplement.

The Express Repair estimate that is submitted for payment is required to be cost-effective, complete and accurately reflect the insured damage to the customer’s vehicle. Unnecessary and excessive supplements will be documented on a DIV under Category 1 “Estimate Quality”.

If an Express Repair participant identifies an incorrect ICBC generated estimating entry then the participant is responsible for correcting the issue. ICBC should make every attempt to recognize these corrections and document them on a DIV under Category 4, Recognition. An Express Repair participant should not be given a DIV if the ICBC generated error is not identified.

Estimate and Documentation StorageExpress Repair participants are required to keep all estimates and documentation supporting the estimate at the Express Repair participant’s location for a minimum of two years.

The documentation includes:

• A copy of the latest version of the CL14 available at the time the repaired vehicle is delivered to the customer. Ensure the Insured’s Statement on the CL14 is dated and has both the printed name and signature of the registered owner or representative.

• Original invoices for all parts used in the repair of the vehicle (OEM, aftermarket and recycled invoices must have claim number).

• Credit invoices from suppliers on returned parts purchased for the vehicle repairs.

• All sublet invoices obtained during repairs.

• Wheel alignments and/or computerized printouts detailing: – All measurements – Claim number – Make/Model and Year of vehicle – VIN and/or License Plate

• Pre and/or Post Repair vehicle scanning & diagnostics printouts detailing: – Pre-Scan results – Post-Scan results

• Electronic/Laser Frame systems: – Pre-Repair measurements – Post-Repair measurements


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• All digital images must be loaded to Mitchell Connect.

• A completed copy of the Digital Image Checklist or Digital Images/Documentation – Checklist (Express Repair Estimate Only). If all of the required photos are loaded to Mitchell Connect then a copy of the checklist is not required.

• Copies of the proof of purchase, warranty and product maintenance requirements in order to support aftermarket or dealer-applied rust inhibitor, paint protection or fabric protection, etc. These copies must be filed with the estimate and other supporting documents.

Note: The Express Repair participant is not required to submit the above noted documentation along with the CL14 when submitting it for payment. The Express Repair participant is required to keep each Express Repair estimate and all documentation at one location. All required materials must be present and readily available whenever an ICBC representative conducts an audit, drop-in visit or vehicle inspection at the Express Repair participant’s location. The “Insured’s Statement” and “Certification of Repair” must be completed, in their entirety, on all CL14s submitted for payment.

Digital ImagesExpress Repair participants must take clear digital images that accurately identify vehicle damage to ensure consistent documentation of the following:

• Vehicle Identification Number (VIN),

• Photos taken from perspective showing all four (4) corners,

• Overall perspective of interior of the vehicle, – detailing condition and options

• Odometer,

• Drivers door interior trim panel,

• Any exterior model or sub-model emblems,

• Photos of roof detailing options such as; – sunroof, – luggage racks, – and overall condition.

• Vehicle damage for each repair estimate is consistent with the loss being claimed,

• All unrelated damages,

• Images with a yardstick as described in the Digital Image Checklist,

• Additional photos to support requests for additional parts and labour on supplements.

For comprehensive, and hit & run claims, close-up images of all damaged areas must be taken. This includes damages that are listed on the estimate but not listed on the Digital Image Checklist. For example, interior damage on vandalism claims, and single directional damage, straight line damage to wheel or tire, bumper height damage, etc. on Hit & Run claims.

The Digital Image Checklist is available from partners.icbc.com.

http://partners.icbc.com/material-damage/docs/digital-image-checklist.pdf



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Storage Requirements:

• All Express Repair images must be uploaded to Mitchell Connect.

• Participants are not required to store digital images at the participant’s location.

Note: It is recommended that all images be taken at 1280 × 960 camera setting. Storing images to Mitchell Connect at a higher setting may take longer to load.

Release of Files to ICBC for the Purposes of an Audit or Performance ReviewThe Express Repair participant will make available legible and unaltered copies of all original documentation, as specified in the program documentation requirements, for the purposes of a file review which may take place off-site. All associated costs will be absorbed by the Express Repair participant. All original documentation required by ICBC will be made available upon request. If the participant’s files are stored electronically ICBC may request the participant to provide printed copies. At the request of ICBC, that documentation may be removed from the Express Repair participant’s facility in order to conduct that review.

All documentation will be returned to the Express Repair participant within 30 days of the conclusion of the review.

Referring the Customer to the Claim CentreExpress Repair participants may refer customers to ICBC for assistance if the customer raises any of the following concerns:

• the amount of depreciation determined by the ICBC estimator,

• the coverage, accident details, and/or liability,

• the nature and/or extent of old damage,

• the value of the vehicle after repairs.

The customer must be referred to ICBC when:

• the customer requests a cash settlement,

• Mitchell Connect generates a message stating the customer must contact the servicing claim centre.


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Estimating Administrative Guidelines

Allowances, Betterment, Cash Settlements & Back Ordered Parts ICBC requires Express Repair participants to follow the steps in Mitchell Estimating (Ultramate) regarding allowances, betterment, cash settlements & back ordered parts.

1. Select Requires Review from the Long Expansion list.

2. Once compliance is triggered, enter Override Note stating what requires attention of the Express Estimator.

3. Next, select Needs Attention from the compliance window. This will then trigger a compliance failure which will alert ICBC. The Estimator who retrieves the failed estimate will then review the shop comments, determine the appropriate next steps and advise the shop accordingly.

For each scenario, shops must also note the following:

• For Betterment: Submit the estimate to ICBC, with the Part price and pre-populated Mitchell time intact. Do not zero out pre-populated Mitchell times or the part prices.

• For Allowances: Submit the estimate to ICBC, with the claim related damage listed on the estimate along with the pre-populated Mitchell refinish times intact. Do not zero out pre-populated Mitchell times.

• For Cash Settlement: Submit the estimate to ICBC, with the Part and or labour time intact. Do not zero out labour times or the part prices.

• For Back Ordered Parts: Submit the estimate to ICBC, with the back ordered part listed on the estimate but zeroed out. Leave the labour time intact.

Cash SettlementsIf the customer requests a cash settlement for part, or all, of the claim, the Express Repair participant must advise an ICBC estimator, who will contact the customer.

If a cash settlement agreement is made, the ICBC estimator will complete a supplement to the estimate, incorporating the cash settlement changes, and store it in WorkCenter, advise the Express Repair participant that a revised estimate is available in Mitchell Connect, and forward payment to the customer.

Point of ImpactIt is the Express Repair participant’s responsibility to ensure the correct point of impact is chosen on all claims.

The Primary Point of Impact is defined as the vehicle area that sustained the majority (dollar amount) of claim-related damage. Accurately determine the primary point of impact and enter the information in the appropriate estimating system field.


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For comprehensive losses involving the following:

• glass,

• the interior of the vehicle, or

• refinishing,

when there is no additional body damage, the “non-collision” option in the estimating system must be selected.

Consistency of Damage with Loss TypeIt is a requirement on all comprehensive and hit & run claims for the Express Repair participant to confirm whether or not the damage appears consistent with the circumstances of the claim the customer has provided the Claims Contact Adjuster (CCA) and document the claim accordingly.

The types of claims included in Express Repair are:

1. Animal Impact:

Evidence of consistency with ‘animal impact’ includes but is not limited to:

• ‘Minor’ impact-type damage

• Animal hair or fecal matter on the vehicle

Indications that damage is not consistent would include such items as:

• ‘Severe’ impact-type damage resulting from an impact with a vehicle or stationary object

• Wood, cement or other abrasive type residue in damage area

2. Vandalism:

Evidence of consistency with ‘vandalism’ would include but is not limited to:

• Key scratches, slashing to a convertible top, blunt impact that would be the result of a ‘Minor’ impact (i.e., a kick, etc.)


• ‘Severe’ impact-type damage resulting from impact with a vehicle or stationary object


• Evidence of numerous scratches caused by branches

3. Theft from Vehicle:

Evidence of consistency with ‘theft from vehicle’ would include but is not limited to:

• Indications of forcible entry into the vehicle and resulting damage

• Resulting damage that would occur from the attempt of a theft either of the vehicle or a part of it





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4. Other:

Evidence of consistency with ‘other’ type of damage would include but is not limited to:

• ‘Minor’ impact-type damage such as that caused by a baseball hitting the vehicle




To provide documentation:

• Review the Claims Contact Adjuster’s (CCA) instructions in the “Assignment Details” on the estimates card or “Messages” tab in Mitchell Connect.

The CCA will provide a note in the assignment messages screen asking the Express Repair participant to confirm if the vehicle damage is consistent with the loss type. The note will read:

• Animal Impact?

• Vandalism?

• Flying Object?

• Paint Over Spray?

• Shifting Cargo?

• Falling Object?

• Weather Related?

• Partial Theft?

• Hit & Run?

The Express Repair participant will respond to the CCA message by creating a “Message”, indicating whether the vehicle damage is consistent with the damage description outlined by the CCA.

Unrelated Damage or Damage Not Consistent with Assignment NotesUnrelated damage includes any damage that may not be related to the current loss and/or not included in the loss details. All unrelated damage must be identified, documented and reviewed with the customer.

If a repair shop discovers unrelated damage that overlaps the current loss and is not already documented in the repair assignment, they must follow the procedure below and notify ICBC before continuing with repairs.

Follow the steps below to inspect and document unrelated damage.

1. If the customer is present, discuss the unrelated damage to help determine how the damage occurred and whether or not it is part of the current claim.

2. Take photos of all unrelated damage discovered on the vehicle.

3. Upload photos of the unrelated damage and add a note to the photos and the estimate indicating “unrelated damage” to distinguish them from actual damage photos for the claim.


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In Mitchell Estimating,

1. Select “Requires Review” from the long expansion list.

2. Once compliance is triggered, enter an override note stating the area of questionable damage being claimed and, if approved by ICBC, what labour time will be required to complete the repair. Example: Insured is claiming right front door damage @ handle, ICBC to advise. If approved, will require 2 hrs. and R&I’s. (Note: there is a max of 200 characters in this field).

3. Select “needs attention” from the compliance window.

4. Submit the estimate to ICBC, without the questionable damage being entered into the estimate body or repair lines.

The ICBC Estimator will determine the appropriate action and follow up with the participant.

Hit & Run ClaimsOn all hit & run claims ICBC will review the estimate, photos and shop remarks to determine if the damage is consistent with the cause of loss.

It is a requirement on all hit & run claims for the Express Repair participant to complete the following steps:

Step 1: In Mitchell Estimating/Ultramate: Write estimate based on current estimating procedures.

Step 2: In Mitchell Estimating/Ultramate: Add the Hit and Run Review pre-store from the 01 STANDARD Long Exp section.

NOTE: The explanation line “***ICBC TO VALIDATE HIT AND RUN CLAIM*** will be inserted automatically.

Step 3: In Mitchell Estimating/Ultramate: Save the estimate to launch the Compliance Utility.

1. Select the Needs Attention box on the bottom of the Review Results window

2. Override exception by clicking Add in the explanation section at the end of the Hit and Run Requires Review selected. (Rqd) line

3. Enter the applicable override note “Hit and Run estimate, ICBC to determine”

4. Select the Override this exception box

5. Select Save to close the Explanation window

6. Select Close

Please note, for all hit and run claims, it is a requirement not to wash, mark, alter or dismantle the vehicle prior to receiving an approved estimate.

If the damage appears not to be consistent with a hit & run, the ICBC estimator will “Reject” the estimate and arrange the changing of the Cause of Loss through a Claims Contact Adjuster, which may involve an appointment at a claim centre for the vehicle to be viewed.

If the estimate contains damages that are inconsistent or unrelated to the reported loss, follow the procedures listed in this guide under Unrelated Damage.


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Due to the investigative nature of Hit & Run claims; Express Repair participants should refrain from authorizing LOU rental vehicles on drivable Hit & Run claims. In the event that a Hit & Run claim is not approved the customer would not be entitled to a LOU vehicle.

Pre-PricingThe Express Repair participant must identify a requirement for pre-pricing by the servicing ICBC claim centre in the following instances:

• Where a part to be replaced is non-manufacturer’s equipment. This may include but is not limited to aftermarket body kits, sound and/or telecommunication equipment, a vehicle security alarm system, convertible tops, any equipment that is permanently attached.

• Where a part is damaged and not missing. The Express Repair participant will enter a "Message" in Mitchell Connect identifying a need for pre-pricing prior to submitting the estimate for approval.

The ICBC estimator will contact the Express Repair participant and request the part model and number. The estimator will then research and advise the Express Repair participant of the parts price and any depreciation to be applied,

• Where a part is missing as the result of a collision claim or has been stolen as a result of a comprehensive loss. The Express Repair participant will enter a “Message” in Mitchell Connect identifying a need for pre-pricing prior to submitting the estimate for approval. The ICBC estimator will contact the customer and ask for invoices to substantiate the loss of equipment. The estimator will obtain the part(s) price and, if necessary, apply depreciation prior to providing the price to the Express Repair participant.

DepreciationAs outlined in the Claims Procedures, vehicle repairs may include replacement or repair of items that wear out during the life of the vehicle. The normal wearing of a part results in a decrease in value that is known as depreciation. Depreciation will be applied for the following items:

• Moving mechanical parts

• Tires

• Obsolete parts that have an aftermarket replacement available

• Convertible tops

• Complete repaints (depreciation on complete paint jobs will include paint and labour operation, RE & I of parts, and parts required due to painting, i.e., scripts)

• Major mechanical operations in which labour makes up a large portion of the total cost (e.g., engine rebuilds).

Express Repair participants must identify when a part requires depreciation and may contact ICBC to assist in determining the amount to be applied and contact the customer to discuss the amounts.


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Total LossThe participant must receive approval from ICBC prior to starting repairs, including earned authority claims, when the estimating system has flagged the vehicle as a potential total loss, or the Express Repair participant has manually flagged the vehicle as a potential total loss.

Failure to complete an accurate and thorough estimate that results in the vehicle becoming a total loss will result in a category 1 DIV and the shop may be placed in a performance review cycle.

APV286A, Replacement Cost Policy, New Vehicle Replacement Plus (NVR+)It is the Express Repair participant’s responsibility to confirm if an APV286A policy (Replacement Cost Endorsement) or New Vehicle Replacement Plus policy is in effect. This is found in the “Special Coverages” section of the Assignment Details/Messages in Mitchell Connect.

If the customer has the APV286 Replacement Cost Policy coverage, then the following is applicable:

• The participant will ensure new OEM parts have been used where appropriate, and no depreciation has been applied to the parts or labour.

If the customer has the NVR+ Vehicle Replacement policy coverage, then the following is applicable:

• the Express Repair participant will ensure new OEM parts have been used where appropriate, and no depreciation has been applied to the parts or labour.

• add an “estimate remark” indicating that NVR+ coverage is in effect, then

• complete the estimate or supplement as per Express Repair procedures, and

• submit the estimate for approval using Mitchell Connect.

Note: Express Repair participants should be aware of the lower Total Loss threshold for NVR+ claims. If the repair costs for a vehicle with NVR+ coverage approaches 50% of ACV, the Express Repair participant must contact the handling ICBC estimator for further instructions.

Sublet Conversion, When the ATS Hourly Compensation is ApplicableA participant submitting an invoice from an “outside” sublet company cannot convert the cost to labour hours for ATS billing. If the sublet items are handled “in house”, converting the dollar figures into ATS labour hours is allowable. The flat rate labour time listed must be utilized if the operation is performed “in house”. However, levies, allowances, and glass sublet operations cannot be converted to hours. The estimating labour times for wheel alignments cannot be used. Wheel alignments must be converted from the allowances specified in the Claims Procedures.


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Exception

On a repair/replacement of an A/C component, participants will now utilize Mitchell’s auto-populated “Evacuate & Recharge” entry, and if required “Recover Refrigerant.” Shops will no longer use the $84 sublet for “Evacuate and Recharge A/C” and the $50 sublet for “R134a ID/Recovery” within the “Long Exp” group entry. This change will simplify the damage line entry for A/C repair/replacement operations. Mitchell will allocate 1.4 labour hours for “Evacuate & Recharge” and 0.3 labour hours for “Recover Refrigerant” both at ICBC’s Mechanical Rate for the operation.

If the A/C operations are being performed by a sublet provider, the sublet invoice(s) must be available, if requested.

The following formula will be used to convert sublet amounts to hours.

(Amount of sublet in dollars and cents) divided by (applicable labour rate)

The resulting figure is then rounded to the nearest next 1/10th of an hour.

Note: The applicable labour rate and material allowance must be used when converting a sublet operation, for example, a wheel alignment would be converted using the mechanical rate.

Example:

Alignment: Two-wheel Four-wheel

Rate $90.00 $125.00

Formula

Divide by the mechanical rate $94.39 $94.39

Converted time 0.95 hours 1.32 hours

Rounded to next 1/10th 1 hour 1.4 hours


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Alternative Transportation Service Procedures

OverviewAlternative Transportation Service (ATS) is a mandatory requirement of the c.a.r. shop VALET program, which is available to all ICBC accredited c.a.r. shops in the Province of British Columbia. All participating Express Repair participants must meet and maintain the requirements set out in this Express Repair Program Guide.

ScopeATS is available to satisfy the alternative transportation requirements of customers who have an authorized CL14 or an Express Repair qualified claim with up to an ATS courtesy vehicle. This applies to all claims (subject to ATS exceptions) regardless of the loss type, covering the period from the ATS Responsibility Date until repairs are completed. If ATS is provided, ICBC will compensate the Express Repair participant during this time period by way of ATS compensation.

If the Express Repair participant is not able to meet the customers transportation needs with up to an ATS courtesy vehicle and the customer utilizes a rental replacement vehicle the Express Repair participant may not be entitled to ATS compensation.

ATS Courtesy Vehicle CriteriaThe following criterion defines an ATS courtesy vehicle that an Express Repair participant may have to provide in order to satisfy a customer’s alternative transportation requirements.

Express Repair Participant Owned/Leased Courtesy Vehicle

• Vehicles must be no older than 8 years

• Must be maintained in a safe and roadworthy condition

• Must be clean and presentable

An Express Repair participant may provide ATS courtesy vehicles utilizing a rental company’s vehicle through a business arrangement.

ATS Compensation

ATS Hourly Calculation

When ATS satisfies the alternative transportation requirements of the customer, the ATS hourly compensation is calculated using the total of all labour hours (paint, repair, re & re, re & I and allowable sublet conversions) multiplied by the applicable ATS hourly rate. Please refer to the Claims Procedures for the applicable ATS Hourly Rate.

The ATS calculation is initiated by the Express Repair participant selecting the “Apply ATS” checkbox in the "General" tab of the admin section in the estimating system.


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The ATS calculation will automatically be reconciled by the ICBC payment system using the latest invoice submitted.

GST does apply to the ATS hourly compensation. If the customer is a GST registrant, the customer’s portion of the GST will be automatically calculated based on the entered GST percentage.

PST does apply to the ATS hourly compensation unless the customer is PST exempt.

Note: All applicable taxes that are due by law will apply to the ATS program. This is governed and mandated by the various levels of government and are subject to change at their discretion.

Passenger Vehicle Rental Tax (PVRT)If an ATS courtesy vehicle was provided, the Express Repair participant must enter the courtesy vehicle information on the ARIES Payment Request System (APR). The total PVRT amount is based on the number of replacement courtesy vehicle days entered into the APR. The appropriate GST is paid based on the customer’s tax status. The PVRT amount is included with the CL14 payment.

For additional information, please refer to the ARIES Payment Request System User Guide.

ATS Responsibility DateIf ATS will satisfy the alternative transportation requirements of the customer, the ATS Responsibility Date is the calendar date that establishes when the Express Repair participant is responsible to manage any ATS costs.

The ATS Responsibility Date is dependent on whether the claim related damage allows for the vehicle to be driveable, or renders the vehicle non-driveable. Grace days are only applicable for non-driveable vehicles and vary based on the non-driveable type.

Driveable Vehicles

On driveable vehicles, if ATS will satisfy the alternative transportation requirements of the customer the Express Repair participant becomes responsible for managing any ATS costs from when they receive the customer’s vehicle for the purpose of repair with an authorized CL14.

Note: Grace Days do not apply to driveable vehicles.

Non-Driveable Vehicles

On non-driveable vehicles, if ATS will satisfy the alternative transportation requirements of the customer the Express Repair participant becomes responsible for managing ATS costs from when they receive the customer’s vehicle for the purpose of repair, with an authorized CL14, Express Repair estimate or an Express Repair enabled estimate subject to the applicable Grace Days Calendar.

When a non-driveable vehicle arrives after the Express Repair participant’s normal business hours, then the vehicle’s arrival date will be counted as the following day.


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Determining the Customer’s Transportation NeedsPrior to the ATS responsibility date, the Express Repair participant is responsible for determining if an ATS courtesy vehicle would satisfy the alternative transportation needs of the customer during the repair process.

Alternative transportation may include:

• Providing a taxi to and from work and home

• Providing a shuttle to and from work and home

• Public transportation costs

• Any other form of transportation satisfactory to your customer

• ATS Courtesy Vehicle

The Express Repair participant must ensure their questions fully explore all issues (needs) pertaining to the customer’s alternative transportation requirements, including (but not limited to):

• Currently in a rental vehicle?

• What size/type of vehicle does the customer require?

• Will the customers transportation needs change during the course of repair?

• Ensure the customer understands the Express Repair participant controls all the transportation requirements.

• Ensure the customer is aware of limitations to coverages.

The Express Repair participant must consider coverage limitations on hit & run claims. Hit & run claims may not be accepted and the courtesy vehicle allowance may not be recoverable if the hit & run claim is denied.

CL113 (F/H) — Notification of Direct Rental Form

If an Express Repair participant cannot manage a customer's alternative transportation needs and the customer is entitled to Loss of Use, the Express Repair participant then must notify ICBC. In order to notify ICBC the Express Repair participant must submit the applicable CL113 (F/H) — Notification of Direct Rental to their servicing claim centre.

The CL113 (F/H) must be completed and submitted to ICBC at least one full business day prior to the ATS responsibility date.

If ICBC has not received a CL113 (F/H) and the estimate from an Express Repair participant within one full business day, then the Express Repair participant must meet all of the customer’s alternate transportation needs for the duration of the repairs.

Note: If the Express Repair participant is not able to provide the required notice (shop accepts work for the purpose of immediate repairs), they must contact (by phone) the loss of use desk at their servicing claim centre to advise a customer is waiting and in immediate need of a rental vehicle. The CL113 (F/H) and the estimate must be submitted by the end of the next business day. After the Express Repair participant has submitted a CL113 (F/H) notifying ICBC that they cannot manage the customer’s alternate transportation needs, they cannot bill ICBC for ATS even if the customer did not use a rental.


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If the Express Repair participant elects to book the customer directly into one of ICBC's preferred rental suppliers, the Express Repair participant is not required to contact the loss of use desk at the servicing claim centre by phone. However, the CL113 (F/H) must be submitted the same business day. If the customer is unable to rent a vehicle or their transportation needs have changed prior to the start of repairs, then the Express Repair participant must contact ICBC at least one full business day prior to the ATS responsibility date to determine if other arrangements can be made.

If the Express Repair participant is unable to retrieve the estimate assignment in the estimating system due to an error message, ICBC must be contacted. The system error may prevent the Express Repair participant from retrieving and submitting the estimate before the end of the business day.

Unauthorized CL14

If any of the following situations apply, then the CL14 is considered unauthorized:

• The “Estimate Remarks” section contains one of the following messages: – Hold – Not An Authorization To Repair

• The “Gross Total” field is zeroed out (i.e., $0.00).

Note: If the Express Repair participant is not able to contact the customer within two business days after vehicle arrival date to receive authorization for repairs (non-drives only), they should notify ICBC.

Grace Days (Non-Drives)Grace days are included in ATS as per the Grace Days Calendars located in the Appendices of this guide. They vary depending on the type of claim which allows Express Repair participants to contact the customer and if possible, arrange ATS.

Saturdays, Sundays and ICBC recognized holidays are not counted as part of the grace period. Vehicles will only be dispatched on Saturdays / Sundays to Express Repair participants who advise ICBC they will accept non-drives on those days.

If a vehicle arrives at the Express Repair participant after normal business hours, ICBC will count the arrival date as the Express Repair participant’s next business day.

Unsafe Vehicles Driven to Express Repair ParticipantIn situations where a customer drives their vehicle to an Express Repair participant, with a valid ICBC Express Repair claim, and the claim-related damage renders the vehicle unsafe, the Express Repair participant must contact one of ICBC’s Estimating Services departments and the designation of the vehicle may be changed to non-driveable. If this is the case, the CL14 will be changed accordingly and the applicable grace days will apply.


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When possible, simple repairs should be done to make the vehicle safe to drive. If temporary repairs are considered an option, contact your servicing Express Estimating unit to discuss and document.

Temporary Substitute Motor Vehicle AgreementsThe Express Repair participant is required to have the customer sign a temporary substitute motor vehicle (TSMV) agreement when an owned or leased courtesy vehicle is provided to the customer. Under terms of the Express Repair Agreement any TSMV contract used must be pre-approved by the Supplier Programs & Administration department.

The contract is limited to including any or all of the following requirements:

Qualifications• A valid driver’s licence

• A current, complete address

• A credit card imprint or acceptable deposit

• Must be minimum 19 years old or have a parent/guardian sign the contract

Conditions of Use• A TSMV agreement, which is signed by the customer and fully agreed to, prior to issuance of

the vehicle

• The customer must be provided with a copy

• Restricted to use within defined local areas and containing maximum daily kilometres

• No unapproved additional drivers

• Responsibility for returning the vehicle according to the agreed-upon terms and conditions

• Agreement to assume full responsibility for all traffic and parking violations and any associated costs as a result of the impoundment of the vehicle

• Non-smoking rule may apply (at discretion of Express Repair participant)

Insurance• Customer must have valid insurance coverage sufficient to meet the replacement vehicle

transfer of insurance requirements

• Customer’s responsibility to report accident damages and make insurance claims in a timely manner

• Customer’s responsibility to cooperate in actions by the Express Repair participant to indemnify itself from costs or actions as a result of the use of the temporary replacement vehicle by the borrower

Payments/Charges• Customer’s responsibility to pay all insurance-related deductibles or depreciation as a result

of a claim to the temporary replacement vehicle during its use


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• Customer’s responsibility for all damages and/or costs incurred that are not covered by insurance

• Customer’s responsibility to pay all applicable charges related to the use of the temporary replacement vehicle, including all traffic or parking offences prior to release of their vehicle by the accredited shop

Express Repair Participant Requirements and Customer ATS Entitlements

Customer at Fault (Without Purchased Loss of Use Coverage)

The Express Repair participant is required to provide alternative transportation service to satisfy the customer’s alternative transportation needs from the ATS Responsibility Date until repairs are completed, subject to ATS Exceptions.

Customer at Fault — (With Purchased Loss of Use Coverage)

The Express Repair participant is required to determine if they can provide alternative transportation service, to satisfy the customer’s alternative transportation needs from the ATS Responsibility Date until repairs are completed, subject to ATS Exceptions.

If the Express Repair participant cannot satisfy the customer’s alternative transportation needs through ATS, and instead the customer requires a rental vehicle, then the Express Repair participant is to advise the loss of use desk at the servicing claim centre by submitting a CL113 (F/H) at least one full ICBC business day in advance of the ATS responsibility date. ICBC will manage the rental invoicing directly, subject to LOU coverage limits.

Note: ATS hourly compensation is not paid if the Express Repair participant cannot satisfy the customer's alternative transportation needs through ATS.

Customer Not at Fault

The Express Repair participant is required to determine if they can provide alternative transportation service, to satisfy the customer’s alternative transportation needs from the ATS Responsibility Date until repairs are completed, subject to ATS Exceptions.

If the Express Repair participant cannot satisfy the customer’s alternative transportation needs through ATS, and instead the customer requires a rental vehicle, then the Express Repair participant is to advise the loss of use desk at the servicing claim centre by submitting a CL113 (F/H) at least one full ICBC business day in advance of the ATS responsibility date.

Note: ATS hourly compensation is not paid if Express Repair participant cannot satisfy customer's alternative transportation needs through ATS.


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Authorized Replacement Rental Vehicle Prior to ATS Responsibility DateWhen a replacement vehicle has been authorized by ICBC for the time period prior to the ATS Responsibility Date, ICBC will pay the invoice up to the Express Repair participant’s ATS Responsibility Date. If the type of replacement vehicle is a rental vehicle, ICBC will be invoiced directly by the rental supplier.

From the ATS Responsibility Date forward the Express Repair participant may assume the customer’s ATS transportation requirements, subject to rules and exceptions as outlined in this guide.

Supplying an Express Repair Participant Owned/Leased Courtesy Vehicle Prior to the ATS Responsibility Date for Non- Driveable VehiclesAfter an ICBC claim has been issued for vehicles rendered non-driveable, Express Repair participants may provide their owned/leased courtesy vehicle, even if they have not yet received the customer’s vehicle at their facility. ICBC will pay the applicable courtesy vehicle daily allowance rate for each day that a vehicle is provided prior to the ATS Responsibility Date up to LOU coverage limits provided the following requirements have been met:

• The Express Repair participant must confirm valid ICBC loss of use coverage, or contact ICBC to confirm that the customer is not at fault for the accident.

• The Express Repair participant must have the customer sign a Temporary Substitute Motor Vehicle Agreement (TSMV).

• The Express Repair participant must contact the loss of use desk at the servicing claim centre to advise that their owned / leased courtesy vehicle has been provided, within one business day. ICBC will document the claim file, including the supplied courtesy vehicle start date.

• In situations where an ATS courtesy vehicle will be replacing a rental vehicle, ICBC and the Express Repair participant should attempt to minimize any overlap of billing.

• ICBC is responsible to notify the Express Repair participant if the vehicle is deemed a total loss.

• If the vehicle is deemed a total loss, the Express Repair participant must complete and submit the applicable sections (including PVRT) of the CL113D — Courtesy Vehicle Reimbursement form. ICBC will compensate the Express Repair participant with the courtesy vehicle allowance for the number of days the vehicle was provided up to the date the vehicle was determined to be a total loss plus one additional day, if required, to contact the customer and arrange for the courtesy vehicle to be returned.

ICBC will not pay for an ATS courtesy vehicle prior to the ATS Responsibility Date if it has not been pre-authorized by ICBC.


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Hit & Run Claims (Driveable)The Express Repair participant must ensure there is an approved ICBC estimate prior to authorizing an ATS vehicle or submitting the CL113H. If the Express Repair participant provides a vehicle to the customer prior to receiving an approved ICBC estimate, the Express Repair participant assumes all costs associated with ATS if the Hit & Run claim is denied.

Work Stoppage Due to Original Equipment Part(s) (OE) on Back-OrderWhen an Express Repair participant is advised of a documented back-order on an OE part, that will cause all work on a vehicle to stop; they should as soon as possible consider the following options:

• Temporary repair of back ordered part to facilitate continuation of the repair process

• Use of alternative parts

• Repairing rather than replacing the part

• Completing the repair(s) sufficiently to make the vehicle roadworthy and arranging for the customer to return, at a later date, to have the part installed.

If any of these options are considered viable contact one of ICBC’s Estimating Services departments to discuss and supplement CL14 if required.

If none of the above options are considered viable, the Express Repair participant must contact one of ICBC’s Estimating Services departments to advise of the anticipated length of delay. Details of all discussions between the Express Repair participant and ICBC must be documented.

When the ATS Courtesy Vehicle Allowance is Applicable

If none of the above options were considered viable, contact one of ICBC’s Estimating Services departments to advise of the anticipated length of delay.

• Details of all discussions between the Express Repair participant and ICBC must be documented.

When not receiving the documented ordered OE part stops all work on a vehicle for a period of three consecutive business days the Express Repair participant may invoice ICBC for additional days during the work stop delay at the courtesy vehicle daily allowance while the customer remains in an ATS courtesy vehicle.

The Express Repair participant is to complete the applicable section of the CL113D — Courtesy and Rental Vehicle Reimbursement form.

Note: ICBC will not accept CL113D reimbursement requests without the Express Repair participant notifying one of ICBC’s Estimating Services departments at the time they first became aware of a backorder part situation that causes work to be stopped in excess of three days.

When claiming the courtesy vehicle daily allowance due to OE back-ordered parts, Express Repair participants may be required to submit parts invoices to verify the back-ordered parts delay.


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“Holds” Based on Repair/Total Loss Decisions, when the ATS Hourly Compensation is ApplicableAfter an estimate supplement has been completed by an Express Repair participant and if a total loss message is displayed, ICBC staff may put repairs on “hold”.

Upon review of an estimate/supplement, if there is a total loss concern, ICBC will contact the Express Repair participant to advise that repairs are put “on hold”and "Reject" the estimate/supplement. A Journal/Message will be created to document the hold and confirm contact with the participant.

If the vehicle repairs are placed in a “hold” status, then ICBC staff has one (1) business day to research and advise the shop as to whether the vehicle is repairable or a total loss. For the “Hold” Repair/Total Loss Decision, a business day is counted as one work day (24 hour period) from the time the “On Hold” Status starts. (Saturdays, Sundays and ICBC recognized holidays are excluded as business days for the purpose of this calculation).

The “On Hold” status is deemed to have begun either when the ICBC representative contacts the Express Repair participant or two hours from the time that the Journal/Message was received into Mitchell Connect.

ICBC will not pay for the first 24 hour period (also referred to as the elimination period), but will pay for the delay days until the repair / total loss decision is made under the following circumstances:

• The delay exceeds one business day from the time the repairs were put on hold.

• The customer is in an ATS courtesy vehicle.

• A decision is made by ICBC to continue with repairs.

• For each 24 hour period or portion thereof, after the 24 hour elimination period and up to the point that ICBC contacts the Express Repair participant with a decision, the Express Repair participant may bill for one day of Courtesy Vehicle Allowance

The Express Repair participant is to complete the applicable section of the CL113D — Courtesy and Rental Vehicle Reimbursement form and submit.

Note: If the vehicle is deemed a total loss refer to the Total Loss — Including Tear Down procedures.

Total Loss — Including Tear DownIf an Express Repair participant has supplied an ATS courtesy vehicle to the customer and customer’s vehicle is determined to be a total loss by ICBC, ICBC will compensate the shop with the courtesy vehicle daily allowance for the number of days from the ATS responsibility date on driveable and non-driveable vehicles (subject to providing an ATS vehicle prior to the responsibility date on a non-drive vehicle agreement), up to the date the vehicle was determined to be a total loss. One additional day will be provided, if required, to contact the customer and arrange for the courtesy vehicle to be returned.


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• The ATS hourly compensation does not apply to tear down labour hours.

• ICBC will not pay for an ATS courtesy vehicle prior to the ATS Responsibility Date if it has not been pre-authorized by ICBC, and

• The Express Repair participant must confirm valid ICBC loss of use coverage, or contact ICBC to confirm that the customer is not at fault for the accident.

The Express Repair participant is to complete the applicable section of the CL113D — Courtesy and Rental Vehicle Reimbursement form and submit.

Excessive Wait Times (Non-Drives)Excessive Wait Times is defined as when an Express Repair participant is experiencing wait time delays to start vehicle repairs for non-drives due to volume in excess of seven calendar days. They may choose to advise ICBC by completing the Non-Drive Volume Delay Notification form.

If an Express Repair participant chooses to use the Non-Drive Volume Delay Notification Procedure, they must complete the Non-Drive Volume Delay Notification form including the estimated Wait Time Calendar Days.

The Wait Delay ATS Responsibility Date will be calculated using the following Wait Time Calendar Days formula:

• The anticipated arrival date of the vehicle by tow during regular business hours plus the current Express Repair participant's estimated wait time calendar days.

– i.e., if the Express Repair participant notifies ICBC that they are experiencing a wait time delay to start vehicle repairs for non-drives in excess of 7 days, that wait time will remain as such until the Express Repair participant notifies ICBC otherwise.

• Sundays and ICBC recognized holidays are counted as calendar days in the calculation, but if the Wait Time ATS Responsibility date falls on a Sunday or an ICBC recognized holiday, the next business day applies.

• The form is only to be used to indicate wait times in excess of 7 calendar days.

• The form must be resubmitted if you want to remove or change the last indicated number of calendar wait days.

Grace Days are not applicable to the Wait Time ATS Responsibility Date.

If an Express Repair participant chooses not to use the Non-Drive Volume Delay Notification Procedure, the non-driveable vehicle will be towed to the customer’s Express Repair participant’s facility of choice, subject to applicable grace days for the claim.

If the Non-Drive Volume Delay Notification Form is Received from Customers’ Chosen Express Repair Facility

Customer At Fault (Without Purchased LOU Coverage)

Prior to towing the customer’s vehicle, ICBC will contact the customer to advise that their chosen Express Repair participant will not be able to provide Alternative Transportation Service (ATS) until the Express Repair participant’s calculated Wait Time ATS Responsibility Date.

https://onlinebusiness.icbc.com/eforms/dotcom/jsp/md_supplier_accreditation_program_contact_us.jsp

https://onlinebusiness.icbc.com/eforms/dotcom/jsp/md_supplier_accreditation_program_contact_us.jsp


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If advising the customer of the Non-Drive Volume Delay date does not change their original choice of Express Repair participant, then the Express Repair participant is not responsible to provide ATS until their calculated Wait Time ATS Responsibility Date. Additional grace days are not applicable from this date.

The pre-repair process (estimate/supplement, tear down, and/or ordering parts as required) must be completed.

If the non-driveable vehicle is an obvious Total Loss, ICBC must be contacted as soon as possible.

If repairs commence on a non-driveable vehicle prior to the Wait Time ATS Responsibility Date as calculated by the Wait Time Calendar Days formula, then the body shop must contact ICBC, and the ATS Responsibility Date will be updated to the repair start date on the claim file.

Customer At Fault (With Purchased LOU Coverage)

Prior to towing the customer’s vehicle, ICBC will contact the customer to advise that their chosen Express Repair participant will not be able to provide Alternative Transportation Service (ATS) until the Express Repair participant’s calculated Wait Time ATS Responsibility Date. ICBC will also discuss how this delay will risk exhausting the customer’s purchased LOU coverage.

If advising the customer of the Non-Drive Volume Delay date does not change their original choice of Express Repair participant, then the Express Repair participant is not responsible to provide ATS until their calculated Wait Time ATS Responsibility Date. Additional grace days are not applicable from this date.




Customer Not At Fault

It is at the discretion of ICBC, prior to towing the customer’s vehicle, whether or not to contact the customer for a second choice of repair facility, in order to mitigate costs paid under Third Party coverage.

If the decision is not to contact the customer for a second choice of repair facility, then the Express Repair participant is not responsible to provide ATS until their calculated Wait Time ATS Responsibility Date. Additional grace days are not applicable from this date.




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ATS ExceptionsATS should not be billed for the following vehicle following vehicle types:

• All trucks, vans & SUV’s above a one ton model

• Modified vehicles (e.g., cube vans, flat decks)

• Vehicles for hire (i.e., taxi, limousine)

• Rental vehicles

• Vehicles insured under a garage or fleet policy with entitlement to downtime

• Un-registered vehicles

• Courtesy or shuttle vehicles other than the Express Repair participant’s

• Police, Fire, Ambulance

• Trailers

• Motorcycles

• Class A and C Recreational Vehicles (RV’s)

• Vehicles with collector plates

• Car share vehicles (e.g., Evo, Car2Go, Modo)

Note: Express Repair participant owned courtesy vehicles are entitled to ATS.

ICBC may consider allowing ATS on some of these vehicle types if it is the customer’s main form of transportation.

Customer Not Returning an ATS Courtesy Vehicle When Repairs are CompletedIn situations where a customer will not return an ATS courtesy vehicle in a timely fashion, then the ATS Express Repair participant may bill the customer for additional replacement vehicle costs after repairs are completed if the following has occurred:

• The Express Repair participant gave reasonable notification to the customer of the repair completion date.

• The Express Repair participant has communicated to the customer that they will be responsible for any replacement vehicle usage costs after the repairs are completed.


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Third Party Liability CoverageThe third party liability coverage carried on courtesy/rental vehicles is always primary coverage. Therefore, if the customer is liable for a crash while driving a courtesy/rental vehicle, payments for injury or property damage to others will be paid from the courtesy/rental vehicle’s policy.

Own Damage Coverage (Collision or Comprehensive)Depending upon the type of agreement signed by the customer, coverage for damage to the ATS courtesy vehicle may be provided by:

• the customer’s own damage coverage on their own vehicle,

• coverage purchased by the customer for the courtesy/rental vehicle (for example, Rental Vehicle Policy, RoadStar or Roadside Plus, etc.) or,

• the coverage from the courtesy/rental vehicle’s policy.

DeductibleA representative from the repair shop must explain to the customer that if the vehicle is damaged while in the customer’s care custody and control, the customer is liable for the damage and the customer will have to pay the appropriate deductible.

Note: Liability for damage may be a matter of common law (i.e., colliding with a parked vehicle) or may be assumed under contract (for example, a contract that makes the customer liable for any damage to the vehicle, even if it occurs as a result of vandalism, theft, etc.)

Allowance or Rental SurchargeICBC will not pay a surcharge if the customer is under the minimum age requirement set by the rental company/repair shop for operating one of their vehicles.


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AdvertisingApproval of advertising content: Any Express Repair participant wishing to use the ‘c.a.r. shop VALET’ logo or any other promotion of the Express Repair Program in media advertising of any type is required to contact ICBC’s Supplier Programs & Administration department. Such advertising is not permitted without ICBC’s written approval of all advertising content, including web sites as follows:

PRINT — any advertisement that exceeds 2 weeks in circulation

VIDEO — must be pre-approved by ICBC

AUDIO — must be pre-approved by ICBC

Logo Usage Guidelines

Colour version

The preferred way to reproduce the logo is using the colour on a white field. Never reproduce this version over anything other than white.

Black version

Use this version only when colour is unavailable.

White version

This is the alternative way to reproduce the logo: reversed white out of a solid colour or photograph.

Minimum size of logo

To protect the legibility of the c.a.r. shop VALET logos, it must never be reproduced in sizes smaller than those shown here. Small may be beautiful in some applications, but too small is a big problem.

for print

8 mm

for screen

26 pxl


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How to stage the logo

Every logo needs room to breathe. Always maintain the minimum clear space around the logo to preserve its integrity. To maintain clarity and impact, the logo must never appear to be linked to or crowded by copy, photographs or graphic elements.

c.a.r. shop VALET logo usage

X

1⁄2 X

X

These rules apply to all c.a.r. shop VALET logos.

Never reproduce the blue logo over anything other than white.

Never substitute fonts.

Accredited Collision Repairs & Valet Service

Never outline or stylize the logo.

Never reproduce the coloured logo over coloured backgrounds — use the white logo.


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Never treat the logo as an illustrative element.

Never rotate, distort, add a glow or drop shadow.

Never screen or ghost-back. Never attach an unapproved element.

Generic Collision Repairs

Collision Repairs

Never stack the logo.

Generic Collision Repairs

Collision Repairs

Never repeat the logo as a pattern.

Never use an unapproved colour. Never use the initials and road element in isolation.

Never reproduce the logo without the ICBC cube.

Never place any logo over a pattern.


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For black and white reproduction over a background lighter than 25% black, use the black logo.

For black and white reproduction over a background darker than 25% black, use the white logo.

Never reproduce the colour logo over photos — use the white logo.

Other considerations

If you have any questions regarding these guidelines and the use of the ICBC c.a.r. shop VALET logo, please refer to your Express Repair Agreement or talk to your Supplier Programs Coordinator.

Permitted uses of the ICBC c.a.r. shop VALET logo

As an authorized licencee under the c.a.r. shop VALET Trademark Licence Agreement, you are permitted to use the ICBC c.a.r. shop VALET logo on your business’s:

• Print and on-line marketing materials promoting the c.a.r. shop VALET program on brochures, leaflets, posters, newspaper and magazine advertising, your website;

• Exterior signage such as sandwich boards, awnings, window displays;

• Stationery such as letterhead paper, notepads and business cards; and

• Branded apparel and merchandise such as t-shirts, coffee mugs, notepads and pens, etc.

Usage of the logo must comply with the following requirements in addition to the restrictions set out in the c.a.r. shop VALET Trademark Licence Agreement:

• The ICBC c.a.r. shop VALET logo is only to be used in materials which are co-branded with your business name, logo, trademark or other mark.

• The ICBC c.a.r. shop VALET logo must appear less prominent than the business name when used.

Advertising of any additional value-added services and or products (For example, gift cards such as gas, grocery, iTunes are not permitted; services such as car washing and interior cleaning are permitted.) in conjunction with an ICBC claim, logo or any reference to the ICBC Express Repair program is prohibited.

appendices

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Express Repair Program Feedback and Terms and Conditions

Program Feedback

Express Repair Program feedback can be sent by e-mail to Supplier Performance Management. An Express Repair participant may document a comment or an issue for resolution. Feedback will be tracked and monitored to ensure quick resolution to issues as they arise.

Express Repair Agreement

ICBC Express Repair participants may be offered an Express Repair Agreement in accordance with the applicable period.

Program requirements and performance are reviewed prior to Express Repair Agreement offering.

The facility may withdraw from the program at any time with 45 days written notice to ICBC. Loss of c.a.r. shop accreditation automatically nullifies Express Repair status.

Loss of Express Repair Status

ICBC reserves the right to suspend or terminate a facility’s Express Repair status at any time. Upon suspension or termination of the Express Repair status, the facility must return to ICBC all materials relating to the Express Repair Program. All references to ‘c.a.r. shop VALET’ in the facility’s signage, stationery, customer correspondence, marketing materials, etc. must cease immediately upon the facility’s suspension or termination.

If you lose your c.a.r. shop VALET status, refer to your Express Repair Agreement.

Appeal Process

If you lose your c.a.r. shop VALET status, refer to your Express Repair Agreement.

appendices

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Appendices

Appendix — Grace Days Calendars

Chart 1 — Non-Drive Vehicles, ICBC Completed Estimate (Except Total Theft Claims)Vehicle arrives at Shop ONE Grace Day ATS Responsibility DateMonday Tuesday WednesdayTuesday Wednesday ThursdayWednesday Thursday FridayThursday Friday MondayFriday Monday TuesdaySaturday/Sunday Monday Tuesday

Chart 2 — Non-Drive Vehicles, ICBC Completed Estimate (Total Theft Claims)Vehicle arrives at Shop TWO Grace Days ATS Responsibility DateMonday Tuesday/Wednesday ThursdayTuesday Wednesday/Thursday FridayWednesday Thursday/Friday MondayThursday Friday/Monday TuesdayFriday Monday/Tuesday WednesdaySaturday/Sunday Monday/Tuesday Wednesday

Chart 3 — Non-Drive Vehicles, Express Repair Shop Completed Estimate (Except Total Theft Claims)Vehicle arrives at Shop THREE Grace Days ATS Responsibility DateMonday Tuesday/Wednesday/Thursday FridayTuesday Wednesday/Thursday/Friday MondayWednesday Thursday/Friday/Monday TuesdayThursday Friday/Monday/Tuesday WednesdayFriday Monday/Tuesday/Wednesday ThursdaySaturday/Sunday Monday/Tuesday/Wednesday Thursday

Note: Saturdays, Sundays and ICBC-recognized holidays are not counted as part of the grace period.

Non-driveable Total Theft Recovered Claims are not part of the Express Repair Program. If this claim type arrives, the Express Repair participant is to contact the originating claim centre to advise if you are willing to accept the claim under the ATS program guidelines. If accepted, three grace days would be applicable.

Vehicles will only be dispatched on Saturdays/Sundays to Express Repair participants who advise ICBC they will accept non-drives on those days.

If a vehicle arrives at the shop after normal business hours, ICBC will count the arrival date as the Express Repair participant’s next business day.

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