New ICBC collision, glass repair programs to save costs, improve accountability (

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ICBC's redesigned collision and glass repair programs

Key elements of the programs include:

  • a strengthened governance model, including the use of random and targeted reviews to help reduce when shops have charged for repairs inappropriately, and increased auditing and drop-in visits with shops exhibiting deteriorating performance;
  • updated equipment and training requirements that would ensure collision repair facilities have the capability to repair the majority of today’s vehicles according to original manufacturer-repair procedures;
  • implementation of a quality-assessment measure of the shop’s ability to write a fair and accurate estimate, and its ability to adhere to the program’s policies and procedures;
  • encouraging glass repair over glass replacement, where appropriate, to increase savings for ICBC ratepayers.
    • In many cases, a small crack or chip in a windshield can be repaired instead of replacing the entire windshield. ICBC’s comprehensive coverage for private passenger vehicles allows customers to have their windshield chip repaired for free with no deductible; and
  • other performance metrics for repair facilities, such as customer service.