March 27: Our update on COVID-19 (coronavirus)
As the COVID-19 (coronavirus) pandemic is evolving, we want to assure you that we continue to take steps to ensure the health and safety of our employees, customers and partners.
Our business continuity response teams are meeting daily to assess the situation and identify impacts to employees, customers and our business operations. As the situation evolves locally and the risk level changes, we will quickly act to implement additional protocols and provide those details.
A message from our CEO to customers
If your insurance is due to expire, please call your Autoplan broker. Many insurance transactions, including transfer of ownership and new policies, can now be done through phone and email.
This is temporary to help meet British Columbians' insurance needs without in-person contact.
Autoplan (in-person) insurance services are no longer available at ICBC's head office.
Autoplan Payment plan
We recognize the financial impact COVID-19 may have on our customers and want to provide some relief during this challenging time. Customers on a monthly Autoplan payment plan, who are facing financial challenges due to COVID-19, can defer their payment for up to 90 days with no penalty.
Due to high call volumes, we encourage you to use our online resource tool to apply for deferrals. If you are approaching your deferral payment due date, and you do not want the payment withdrawn on that date, please call us to discuss your payment options. Thank you in advance for your patience.
We ask that you only attend a driver licensing office if your transaction is urgent and cannot be done by phone or online, and if you are not showing symptoms.
British Columbia Driver Licences (BCDL)
Effective March 25, please call us for the following transactions at 1-800-950-1498 or 250-978-8300:
Renewing an existing BCDL
Reinstating a BCDL if your licence has been cancelled, prohibited or suspended and is now eligible for reinstatement
Issuing a replacement BC driver's licence
The driver licensing fee, photo and signature (as appropriate) will not be collected at the time of the transaction.
We will mail you a paper interim driver's licence that expires 90 days from the date of issue. A physical card will not be produced until you attend one of our driver licensing offices, at which time the regular fees and signatory requirements will apply.
These temporary procedures apply to driver licences that are expiring within six weeks; or have not expired for more than three years.
Enhanced Driver Licenses (EDL)
Enhanced Driver Licenses (EDL) and Enhanced ID Cards (EIC) appointments are currently suspended. Any questions please contact the Driver Licensing Contact Centre 1-800-950-1498 or 250-978-8300.
We are contacting customers with an appointment to inform them of this change, and advising them of the option to replace their EDL/EIC with a DL/BCID
The following services are now only offered online:
If you received a ticket that starts with the letter "E" or "S", you may be able to pay it online at PayBC. All others may be paid by phone at 1-888-343-2240 or 604-661-2240.
Reset your ICBC key word by phone
For many driver licensing transactions, customers are required to provide an ICBC key word for verification of identity. You can now reset your key word by phone at 1-800-950-1498.
Road and Knowledge Tests
As of March 17th, we have suspended all road tests and we will reassess in two weeks. There are no cancellation fees for these bookings.
To further meet physical distancing requirements, all driver knowledge tests will be suspended indefinitely, for motorcycle and passenger vehicles, unless there is a legal requirement to obtain a licence (e.g. new resident to B.C.). Commercial vehicle knowledge tests will continue.
Over the coming weeks, we will be working on finding ways to provide knowledge tests without the need for an in-office visit.
Visiting an Office
office locator for more details.
For services performed at ServiceBC or Appointed Agent locations, it is recommended that you refer to the
Effective immediately, appointments and drop-in visits are limited to urgent transactions only at all Claim Centres. If you need to retrieve your licence plates or other items from your car, please contact your claim representative.
To ease the access to care, if you have an ongoing injury claim, your initial pre-authorized treatment period will extend until at least May 1st or 12 weeks from the date of the crash, whichever is later.
To allow for physical distancing, we're temporarily funding telehealth services in place of standard in-person treatments. Telehealth uses phone and video technology to provide healthcare online.
Please talk to your healthcare provider to find out if these services are available to you. Telehealth services may be available for:
How you can help
We ask that you reschedule your appointments or delay your visit if:
- you have a fever, new onset of a cough, or difficulty breathing;
- you have travelled outside of Canada within the last 14 days; or
- you have been in close contact with anyone who has been diagnosed with the COVID-19 virus (coronavirus).
Visit the BC Centre for Disease Control to learn more about COVID-19 (coronavirus), including preventative measures and when to seek medical attention.
We're here to help
- Driver licensing: 1-800-950-1498 or 250-978-8300
- Claims: 1-800-910-4222 or 604-520-8222;
some types of claims can also be reported online at icbc.com
- Insurance renewals and purchases: call your Autoplan broker (find a
broker at icbc.com)
- Questions about insurance or other urgent matters: 1-800-663-3051