Filing a dispute
If you don't agree with an assessment or decision we've made about your claim, you have options for disputing it.
Whether a responsibility assessment, minor injury determination, denied benefit, or settlement offer, you have options for disputing assessments or decisions made about your claim.
Talk to your ICBC claim representative
In all cases, you should talk to your claim representative first. It's important that both of you understand all of the factors taken into account and this is your opportunity to point out anything that might have been overlooked or ask questions about how the decision was made.
If you are still not satisfied after speaking with your claim representative, ask to speak to their manager and they will review the details of your claim.
Claims Assessment Review
If you still haven't resolved the matter after speaking with your claim representative and their manager, you may be eligible for a Claims Assessment Review (CAR). A CAR can resolve responsibility assessment disputes only, for claims that do not involve injury.
File a dispute with the Civil Resolution Tribunal
As of April 1, 2019, the Civil Resolution Tribunal (CRT) is available to resolve disputes between customers and their auto insurer, including ICBC. The CRT is independent of ICBC and can resolve disputes about:
minor injury determinations
accident benefit entitlements
responsibility assessments (when it results in a monetary loss) for claims up to $5,000
settlement offers (for claims up to $50,000).
The CRT process can be completed online, by mail, or over the phone. It doesn't require legal representation, and can lead to faster resolution than going through the court system. CRT decisions are binding.
CRT Solution Explorer
Start with the CRT's Solution Explorer, which provides free legal information and tools that can help you resolve the dispute. It helps to diagnose your dispute and prepare you for applying for dispute resolution with the CRT.
Dispute your claim in court
Some disputes can also be filed in small claims court or B.C. Supreme Court. Please note, cases in court could take several years to resolve and the court has the final say. If a judge or the CRT makes a ruling that changes a decision, we will adjust ours to match the ruling.
Concerned about our service?
If you have concerns about the service you received — for example, you feel your ICBC representative didn't handle your claim appropriately — you can raise your concern through various channels, including our Customer Relations department and the Fairness Commissioner.
Find out how to raise your concerns with us.