Ranking of repair shops will be placed on ICBC webpage

David Eby

ICBC and industry partners have worked together to redesign collision and glass repair programs to generate savings for ICBC and promote high-performing shops to serve drivers better, says the Province.

Once fully implemented, repair shops will be ranked by performance based on various metrics. The ranking will be placed on a shop-locator ICBC webpage, enabling drivers to make informed choices about where to take their vehicles for repair, while encouraging shops to be top performers.

“After consulting with industry leaders, the redesign of the collision and glass repair programs will improve transparency and accountability of repair shops for drivers who get into accidents and need to choose which repair shop they go to,” said David Eby, Attorney General. “By publicly ranking the repair shops by performance, where repair shops strive to be the top performers, we expect that this will help curb some of the rising claims costs and pressures that ICBC is facing.”

The new collision program will take effect February 3 and the new glass program will take effect March 2. Combined, both programs will encompass approximately 1,000 collision and glass repair shops throughout the province. However, the repair shop ranking will be made available only after significant data is collected.

“ICBC appreciates the repair industry’s willingness to work with us to manage performance effectively, and we will continue to consult with our industry advisory committee and technical working group to continuously improve the new programs over time,” said Nicolas Jimenez, CEO, ICBC.

The changes to the glass and collision repair programs come after government launched an operational audit of ICBC, which resulted in recommendations on ways to improve management of material damage vendors.

Adrian Scovell, President and CEO, Automotive Retailers Association, said: “The Automotive Retailers Association represents 1,000-plus automotive service providers throughout B.C. We are pleased to have been a part of developing new standards of performance, which will reduce costs and improve service to industry stakeholders and B.C. drivers.”

Michael Shurink, Chief Operating Officer, Lift Auto Group, said: “The new collision repair program is a step in the right direction. The program helps drive efficiencies that benefit both the shop and ICBC.”

Christine Perry, Regional Manager, Skidmore Group’s NOVUS Glass, said: “As a member of the industry advisory committee, NOVUS Glass appreciates ICBC working with industry leaders to design the new glass repair program. It’s great to see the Province working to develop a program that elevates performance through a new tiered model.”

Quick Facts:

* The redesigned programs were developed after more than a year of consultation with industry, including 33 sessions with collision shops and 31 sessions with glass repair shops throughout the province.

* Savings will come from improved performance and enhanced governance that drives higher efficiencies via faster processing of claims, faster repair cycle times and greater autonomy for high-performing suppliers.

* The new programs are another initiative of government to improve the financial sustainability of ICBC, in addition to improvements to road safety, high-friction pavement and limits to minor injury payments.

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.