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Report-a-claim in the Lower Mainland by calling 604-520-8222 or 1-800-910-4222 for the rest of B.C.

Service and support

We care about giving you great service on your claim and we've given you options to consider if you don't think ICBC is doing a good job.

Customer service promise

Reliability: We are committed to ensuring our customers receive dependable, accurate and timely service.
Responsiveness: We are committed to ensuring our service is accessible, prompt and helpful.
Assurance: We are committed to providing knowledgeable, open, courteous, respectful and fair service.
Empathy: We are committed to listening to our customer to understand their needs.

Help for specific problems

Freedom of Information

ICBC obeys the provincial Freedom of Information and Protection of Privacy Act. That means you can request access to most information ICBC has regarding your claim. And it means ICBC protects your personal information from improper use.

Feel free to ask your adjuster about the information being used to assess your claim, and whether a Freedom of Information request is needed in order to receive it.

Freedom of Information requests can be mailed to:

ICBC
Information & Privacy Department
Room 117, 151 West Esplanade
North Vancouver, B.C.
V7M 3H9

Or faxed to (604) 443-4562

Your responsibilities

To get a prompt and fair settlement of your claim, you have to give ICBC accurate information about your loss and how it happened. When there's not enough information, or if it's not reliable, we have to take more time to investigate the claim before being able to settle it.

Those who deliberately lie to get more from an ICBC claim than they are owed are committing fraud. To find out how ICBC protects you and other honest policyholders from the cost of fraud, check out our fraud pages.