Steps of your claim

You can either call Dial-a-Claim or report online, 24/7.

What to do after a crash (PDF): Following these five-step instructions could support your claim. (We suggest printing a copy to keep in your glove box.)

One of our adjusters is assigned to your claim.

The adjuster gathers as much information as possible about the crash, determines liability—who is at fault—and works with all the parties involved to settle the claim fairly.

If you have any questions or concerns, please let your adjuster know.

A certified estimator examines the damage to your vehicle, then writes up an estimate of the repairs needed and their cost.

The estimator’s findings may help the adjuster assess liability for the crash.

Where to get your estimate »

Writing off a vehicle »

You may take your vehicle to any collision repair shop, but we recommend using an ICBC c.a.r. shop VALET facility.

Repairing your vehicle »

ICBC pays most shops directly for the estimated repair work.

When the repairs are done, you may have to pay a deductible, or part of the cost of depreciation, to the shop.

Being in a crash can leave you feeling shaken up. That's understandable. When you feel ready, make the call to report your claim.

Our adjusters are here to answer your questions and guide you through your claim from start to finish. The first step is to speak with an adjuster so they can understand what happened at the crash.

Your healthcare professionals will work with you to put in place a plan for your recovery. We'll be here to support you with easy access to the treatment you'll need to get better.

Treatment and recovery »

When you call to report your claim, we'll let you know whether you can go directly to an auto body shop for your estimate and repairs, or if you'll need to first come in to a claim centre. Either way, you can get your repairs done at the auto body shop of your choice. 

Repairing or replacing your vehicle »

All stolen vehicles must be reported to the police.

Please note the police file number. You’ll need it when you make a claim with us.

Next, call Dial-a-Claim.

We’ll arrange an appointment at an ICBC claim centre for you to see one of our adjusters.

If your claim is accepted, the maximum we pay for a rental vehicle (or taxi or public transit fares) is $40 per day, up to a total reimbursement of $800. If you bought one of the following optional coverages, you're eligible for a rental vehicle as soon as you need one:

• Loss of Use
• RoadStar package, or
• Roadside Plus package.

If you don't have one of these coverages, you must wait 72 hours after reporting to the police before you can rent a vehicle.

At the claim centre, you meet your adjuster and make a written statement about the theft.

• If possible, bring all of your sets of keys for the car. They may be needed if your vehicle is recovered.

Many stolen vehicles are recovered by the police.

If you are contacted by the police about your vehicle, please let your adjuster know.

ICBC will start the total loss evaluation process if your vehicle isn’t recovered after 22 days. (Vehicles worth less than $2,000 may be written off sooner.) If ICBC declares your vehicle a write-off you'll be offered a settlement based on its actual cash value.

If your vehicle is recovered within 22 days, it is towed to a claim centre for a damage estimate.

If there is any damage to your vehicle (and it’s repairable), you can go to any collision repair shop in B.C. (We recommend using a c.a.r. shop VALET facility.)

Repairing your vehicle »

When the repairs are done, you may have to pay a deductible to the shop, and possibly an amount to cover part of the cost of depreciation, too.

(If you purchased the RoadsidePlus package, all or part of your theft deductible may be waived.)

ICBC does not consider items to be permanently attached if they are attached only by easily removed items, such as

• velcro-type fasteners
• staples
• zip fasteners
• locks (other than those requiring keys or combinations)
• wing nuts
• wires
• snap fasteners
• suction devices
• hooks
• magnets
• buttons
• pins (other than cotter pins)
• vice grips
• clamps, or
• chains that are permanently attached to the vehicle, or chains that are not permanently attached to the vehicle.

If you have Comprehensive coverage, it pays for such items as

• anti-theft devices
• car jacks
• wheel wrenches
• safety kits, or
• security equipment
• Original standard or optional equipment installed by the manufacturer(OEM) except radar detectors.
• Car alarms 

See also, attached equipment (PDF)

Important:  Personal items, such as a leather jacket or skis, are not covered if stolen from your vehicle. If you carry ICBC Comprehensive insurance, you are insured for the break-in damage, but not your personal items. Personal items may be insured under your homeowner's or tenant’s policy. If so, contact your home insurer.

You must report the theft to the police. Be sure to take down the police file number, if available, before calling Dial-a-Claim.

You’ll need it when you make a claim with us.

Call Dial-a-Claim to make a report and Dial-a-Claim staff will either:

• handle your claim for you and direct you to an ICBC-approved c.a.r. shop Valet facility, or
• arrange an appointment at an ICBC claim centre for you to see an estimator and an adjuster.

Please have your receipts ready for what was stolen unless the equipment was installed as Original Manufacturers Equipment (OEM). You don't have to wait to see if the equipment is found. If an estimate is required, you will get with an estimate sheet to take to a shop of your choice.

To make an equipment theft claim, you must produce proof of the existence and value of non-manufacturer's equipment. Receipts should be kept together with a note of the year, make, model and serial number for the equipment. Photos may also be useful.

Once the estimator has done your estimate, you may take your car to a repair shop of your choice. The process will vary depending if you select a c.a.r. shop Valet location or another repair shop. Find out more about repairing your vehicle.

If the equipment is no longer available, you will be provided a payout for the equipment theft. The maximum payable under optional comprehensive coverage for sound and communication equipment is $1,000, and the maximum for other items, such as canopies and custom paint, is $5,000.

If a police file was opened, you will meet with an adjuster who will follow up on the outcome of the investigation and proceed accordingly.

If there is any damage to your vehicle (and it’s repairable), you can go to any collision repair shop in B.C. (We recommend using a c.a.r. shop VALET facility.) 

When the repairs are done, you may have to pay a deductible to the shop, and possibly an amount to cover part of the cost of depreciation, too.

The Comprehensive or Specified Perils deductible applies to auto equipment theft claims. The deductible is the amount you have to pay toward repairs or costs before your insurance pays for the rest.

(If you purchased the RoadsidePlus package, all or part of your theft deductible may be waived.)

Note:  If your anti-theft device prevented a total theft of your vehicle, you may be entitled to the reimbursement of $100 of your deductible.

Find out what happens if your auto equipment is recovered.

When the repairs are done, you may have to pay a deductible to the shop, and possibly an amount to cover part of the cost of depreciation, too.

(If you purchased the RoadsidePlus package, all or part of your theft deductible may be waived.)

If the vandalism happened:

• in Vancouver—use the Vancouver Police Department's online reporting system .
• outside Vancouver—call the local police or RCMP to make a vandalism report.

Note: Be sure to write down the police file number, if one is available.

You can either call Dial-a-Claim or report online 24/7.

After you have reported your claim, Dial-a-Claim staff will either:

• handle your claim and send you to an icbc-approved ca.a.r. shop Valet facility, or
• make an appointment for you at an ICBC claim centre.

Once a damage estimate has been completed, you may have your car fixed at the repair shop of your choice. The process will vary depending on whether you select a c.a.r. shop Valet location or another repair shop.
The estimator’s findings may help the adjuster assess liability for the crash.

Find out more about repairs »

If your vehicle is not repairable and must be written off, you will receive a total loss settlement. You will need to sign a salvage release and we will send your vehicle to our Salvage Department for disposal.

If a police or RCMP file was opened, you will meet with an adjuster who will look after your claim.

If you have a vandalism claim, you pay the Comprehensive deductible and ICBC pays the remainder of the costs less depreciation. The deductible is the amount you have to pay toward repairs or costs before your insurance pays for the rest.

If the police and fire departments attended, there will be report file numbers from both emergency services. Be sure to have both the police and fire file numbers handy before calling Dial-a-Claim. If neither the police nor the fire department attend, your adjuster will complete a fire report for the Office of the Fire Commissioner. 

Call Dial-a-Claim to make a report and adjuster will either:

• handle your claim for you and direct you to an ICBC-approved c.a.r. shop Valet facility if this is a “no flame” situation, or
• arrange an appointment at an ICBC claim centre for you to see an estimator and an adjuster.

Your adjuster will take your statement, including whether you notified your local fire department and whether an incident number was assigned.

An estimator looks at your vehicle to assess how bad the damage is.

For fire claims, you need to pay the Comprehensive or Specified Perils deductible. This is the amount you have to pay toward repairs or costs before your insurance pays for the rest.