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Collision or crash claims

Whether you are a B.C. resident or a visitor involved with a B.C. motorist, you will need to report to the local police and ICBC through Dial-a-Claim. Dial-a-Claim will direct you to c.a.r. shop VALET or to an ICBC claim centre, where you will meet your adjuster and estimator to determine fault for the crash and determine if your vehicle can be fixed or is a writeoff.

Here you’ll find answers to these questions.

What's the process?

Here is the process you can expect to go through for collision or crash claims:

Stage Who... Does what...
1 Customer Reports to local police.
2 Customer Calls ICBC's Dial-a-Claim.
3 Adjuster Assesses fault for claim.
4 Estimator Estimates vehicle.
5 Customer Provides a shop of choice if vehicle is repairable.
6 Customer Pays applicable collision deductible.

Stage 1: Customer reports to local police

You might be required to report vehicle crashes or vehicle-related crimes to the police. While all serious crashes must be reported to the police, ask your local detachment about its preferences for reporting other claims-related incidents. Be sure to note the police file number, if available, before calling Dial-a-Claim.

If you are a visitor involved in a crash with a B.C. motorist, here is more information about making an ICBC claim.

Stage 2: Customer calls ICBC's Dial-a-Claim

After taking your report, Dial-a-Claim staff will either:

Learn how to make a claim.

Stage 3: Adjuster assesses fault for the crash

In order to determine how the claim will be paid out, the adjuster will investigate the crash. The investigation may include the following:

After considering all of the details in the investigation, adjusters negotiate to make an assessment of fault based on the Motor Vehicle Act and case law decisions. Here is an example of a fault assessment.

If you do not have Loss of Use, RoadStar or RoadsidePlus coverage, the fault assessment will also determine if your are eligible for a rental vehicle or replacement transportation.

Stage 4: Estimator estimates vehicle

An estimate of repairs will be completed for your vehicle. If it is repairable, your vehicle will be repaired at a shop of your choice. If your vehicle is not repairable, it is a writeoff or total loss, and you will be paid out for your vehicle. Find out more about repairs. Find out more about writeoffs.

Stage 5: Customer provides a shop of your choice if vehicle is repairable

Once the estimate is completed and if your vehicle is repairable, you can have the work done by a shop of your choice. If you do not know of a shop, the estimator will provide a list of shops for you to choose from.

If your vehicle is not repairable and deemed a writeoff, you will receive a total loss settlement and you will need to sign a salvage release. Your vehicle would then be sent to our Salvage Department where your vehicle can be properly disposed of. Find out more about writeoffs.

Stage 6: Customer pays collision deductible

The Collision deductible is the amount you have to pay toward repairs or costs before your insurance kicks in to pay for the rest. If the other driver is at fault, your deductible could be waived or reimbursed.

Will a collision claim affect my insurance premium?

If you are at fault for a crash, your Basic Autoplan premium may go up unless you have a long, claim-free record. The premium for any Optional insurance you have (collision coverage, for example) may go up as well. Find out more about at-fault crashes.

What other costs may result from a crash

If you are at fault, you may be subject to traffic fines and possibly Driver Penalty Points that would be additional costs.

What can I do if I have a concern?

ICBC offers several ways for you to express your concerns about a fault assessment, about being denied a claim, your settlement offer, or the way you were treated under claim concerns. 

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