Meeting at an ICBC claim centre

At an ICBC claim centre, you will meet your adjuster and estimator. If you or your passengers are too injured to visit a claim centre, your adjuster will be pleased to arrange to meet at a time and location that's convenient for you. You will need to bring the required information for your first meeting.

Here you’ll find information about the following:

• What you need to bring to your first interview at ICBC
• What to expect at the claim centre
• What your adjuster will do after your first meeting
• Do you need a lawyer?

What you need to bring to your first interview at ICBC

To avoid delays, bring the following information to your meeting with your adjuster:

• Your vehicle insurance papers, including those of any other auto insurer that provides coverage for you
• Your driver's licence
• Accident information
• Names of witnesses
• Your Medical Services Plan number
• The name of the body shop you select to repair your vehicle damage
• Details of any extended medical benefit and disability plans
• A recent pay slip from your employer, if you are off work.

TIP: Bring as much information about your crash as you can. This might include drawings, photographs or other evidence.

Bringing a friend or relative?

We want you to feel as comfortable as possible when dealing with your claim, especially if English is not your first language. When you meet with an adjuster, we welcome friends or relatives who can sit with you to help you understand the process and the language.

Here’s what to expect at the claim centre:

Stage 1. Meet your adjuster

You will meet your adjuster at your first appointment to exchange information, such as:

• Details about the crash to make sure the facts are clear and your adjuster understands your situation and point of view.
• Your entitlements and Accident Benefits, which your adjuster will discuss with you.
• What the next steps are, and how your adjuster will work with you as you progress toward recovery.

Stage 2. Meet your estimator

Your estimator will:

• Record the damage to your vehicle, noting parts to be repaired or replaced.
• Provide you with the estimate that ICBC will pay a repair shop to fix your vehicle.
• Explain any amount you may have to pay directly to the shop. If your vehicle can't be repaired for less than it costs to replace it, your estimator will discuss your vehicle settlement with you. Find out more about writeoffs.

Stage 3. On most claims, your adjuster will provide a Claims Plan Form.

Make sure you ask for an ICBC Claims Plan Form (CPF). A CPF is not provided on all claims (not on fraud, simple claim, breach).  This is a "To Do" checklist to improve your claims experience and to help you understand the next steps. Both you and your adjuster will complete the form. When completed it, will clearly state:

• The steps of the claims process.
• What you can expect from your adjuster.
• What your adjuster can expect from you.
• Dates when various steps in the process will be completed.

The Claims Plan Form is your assurance of quality claims handling from ICBC and a helpful guide to the claims process that you may consult as your claim moves forward.

Stage 4. Provide an accurate statement to ICBC

Your adjuster may ask you to provide an accurate statement in your words and to sign it. This statement describes how the crash or incident happened, and it helps your adjuster assess your claim.

Stage 5. Complete the ICBC Accident Benefit application

If you are injured, you will need to apply to receive ICBC's Accident Benefits. These medical and disability benefits are available to nearly everyone in British Columbia who has been injured in a crash. It is to your advantage to sign this form to ensure that you protect your entitlement to Accident Benefits.

Stage 6. Sign release of information forms

In order to evaluate your claim, your adjuster may need information from a variety of sources. The Release of Information forms authorize ICBC to gather only the information we need to assess your claim. For example, if you are claiming wage loss, your adjuster will need employment records to verify your salary and benefit level prior to your crash. You may be asked to sign release forms for information concerning:

• Employment records
• Business records
• Medical records
• Education records

Stage 7. Before you leave, make sure you have contact information and paperwork

Before you leave, make sure you:

• have your adjuster’s contact information and your claim number, and
• take any remaining paperwork that you have not yet signed.

What your adjuster will do after your first meeting

Your adjuster will:

• investigate the accident details, and
• determine fault in your crash.

Are you injured? If you are injured, your adjuster will also consult with your health-care specialist about your recovery. The adjuster will regularly contact you to follow up on any questions you may have, and to ensure that ongoing Accident Benefits you are entitled to are paid in a timely manner. Find out more about injury claims.

Got a question? Contact your adjuster or ICBC with any questions.

Do you need a lawyer?

That is your decision. Our goal is to settle all claims fairly and promptly. We would like the opportunity to meet your needs without the expense and delay of litigation. However, you are entitled to retain a lawyer at any time during the claims process.

If you want to start a legal action with respect to your claim, you must do so within limitation periods. Your adjuster can provide you more information about the limitation periods that apply to you. Find out more about court disputes.