Photo: ICBC

CHECKING wait times at driver licensing offices or the status of your ICBC claim can now be done online, thanks to new service enhancements available at icbc.com.

Customers can now look at current wait times at 14 of ICBC’s highest-volume driver licensing offices to help them choose when and where to visit.

ICBC says it has also improved its online claims services so that most customers will no longer have to call to find out some essential information about their claim, such as the rental vehicle coverage they’re entitled to or the amount of their deductible. A claims status check is available at icbc.com/claims.

“We’re focused on making it more convenient for our customers to interact with us – serving them in the way they want to be served,” said Mark Blucher, ICBC’s President and CEO. “From reducing wait times for licensing transactions to reporting and checking claims online, our goal is to meet the changing needs of our customers.”

Last year, customers completed 1.2 million transactions at ICBC driver licensing offices.

Knowing the expected wait time before arriving at ICBC licensing offices will help it ensure an improved customer experience.

Using queue management technology, ICBC says it can now check wait times in real time. Online wait time reporting is available for these offices: Abbotsford, Burnaby (Lougheed Highway), Burnaby (Metrotown), Kelowna, Langley, Nanaimo, North Vancouver, Port Coquitlam, Richmond, Surrey (78th Avenue), Vancouver East, Point Grey and Royal Centre, and Victoria (McKenzie Avenue).

ICBC will be expanding this capability to the Kamloops, Surrey (Guildford) and Victoria (Wharf St.) driver licensing offices in the coming months.

On the claims side, most customers can now access helpful details about their claim 24/7 to stay updated. In developing the enhanced online claims services, ICBC used customer feedback to include information on the common questions customers ask adjusters.

Since improving the online claims service late last year, more than 20,000 online claim status checks have been performed using this new service.

In addition to checking their claim status, the new tool has also improved the experience for customers reporting a claim online. Enhanced security features and a much improved interface provide a better experience for customers to easily report a claim anytime and on any device.

ICBC says that providing customers with more options to access services whenever and wherever they want is part of ICBC’s multi-year service strategy. ICBC’s been adding and enhancing several digital services over the past year, including:

  • More than 355,000 online driving records and more than 112,000 online claims history letters have been completed since the new service was introduced last year.
  • ICBC launched an improved “find a location” tool on icbc.com last March. This mobile-friendly tool helps customers find their nearest ICBC location and hours of service.

ICBC says it will be working with its broker partners to develop a made-for-BC online solution that will improve value for customers, and at the same time increase efficiencies for brokers and ICBC.