​As the COVID-19 pandemic is evolving, we are committed to following advice from federal and provincial public health agencies to safeguard the health and safety of our customers, partners and employees, while making efforts to provide the services customers rely on.

We recognize the pressures that organizations are currently experiencing, and we are committed to ensuring an efficient and streamlined process. Please refer to our COVID-19 page for updates on ICBC's response and information on what ICBC services are impacted due to the pandemic.

New applications for claims submissions

As previously communicated, ICBC is transitioning all Glass base suppliers to initiate, estimate and invoice for glass repair and replacement claims using the Glass Web Express (GWE). One of the benefits of using GWE is not having to wait for Provincial Glass Operations (PGO) to initiate a claim on your behalf.

Documentation, such as invoices and photos, will now be submitted with the Vehicle Document & Image Application (VDIA). Please refer to the VDIA job aid on how to submit documentation and images. The new VDIA application provides the ability to upload required documents and images enabling a more streamlined documentation and image capture process. ICBC will continue to review and approve all glass replacement invoices submitted through GWE and VDIA while using PGO resources to monitor governance and review activities for all glass repair facilities.

This change will go into effect on May 4, 2020.

Training

Training for GWE and VDIA is required in order to submit claims during this transition period.

The required training modules are available on the Business Partners site:

1. VDIA

2. Handling of Windshield Repair in GWE

3. Handling of Glass Replacement in GWE

Once you've completed all three modules, you'll be taken to a form which will be submitted to Supplier Programs and Administration at carshop@icbc.com.

Supplier Programs and Administration will then email you login information for VDIA and GWE.  Your access to and use of GWE and VDIA is conditional upon acceptance of terms and conditions that will be provided to you in the coming weeks.

New Glass Repair Program

The glass program redesign is intended to elevate industry performance, standardize minimum training and equipment requirements for all facilities in the Glass Repair Program while creating efficiencies for ICBC, repair facilities and our mutual customers.

As a reminder, all glass base suppliers are welcome to apply to be a part of ICBC's new glass repair program starting June 1, 2020.  For more information about the new glass repair program and eligibility requirements, please review the glass repair program guide, as well as the latest updates on our Business Partners site.

If you have any questions about the information contained in this email, please reply to: MDPrograms@icbc.com

Stay safe,

Greg Beauregard
Director, Material Damage Strategy & Programs

ICBC changes that may impact non-Express glass shops

August 1, 2019

​As ICBC is making changes to its Glass Express program, we wanted to ensure you are aware of the proposed changes and understand what this means for non-Express glass shops.

This work is part of a suite of changes we're making to get the car insurance system back on track and better for B.C.

The glass program redesign is the largest change since the introduction of Express Glass in 2002. The redesigned program will involve changes in equipment and training requirements, processes, and technology, and the delivery of training, as required, to support the program.

New program overview

In early 2020, ICBC will implement a new glass tiering program that will focus on long-term trends shaping changes in the industry. This includes effectively managing program performance and control, as well as rewarding and promoting high-performing glass facilities.

With the glass program redesign, ICBC would adopt one set of requirements for participating shops to ensure all ICBC-accredited glass repair facilities have the capability to perform safe, proper, repairs at the best market value.

To find out more about the proposed equipment and training requirements for the new program, please view the slides prepared for Express Glass facilities to explain the upcoming changes.

What this may mean to you

All glass shops in the province, regardless of size, that meet the minimum program (equipment and training) requirements are welcome to apply to the new program (glass program redesign). The proposed minimum equipment and training requirements will be finalized and communicated by the end of summer/early fall.

We will be phasing out direct billing for non-Express glass shops over a two-year period from the start-date of the new program (glass program redesign) which will be implemented sometime early in 2020. The exact date will be confirmed once business process and technology changes are finalized, and training is delivered to support the program.

During the two-year transition period, you would continue to use your existing ICBC account number to direct bill. After the transition period, you would not be able to use your ICBC account number for repairs unless you are part of the new program.

Find out more

You are invited to attend an online presentation and Q&A session to find out more about the changes we are making. We will be hosting a virtual session — you would access your computer and dial into the WebEx presentation on the date and time listed below. You will need to register in advance so we can provide you with instructions on how to join this live event.

• WebEx presentation date: Thursday, August 22, 2019
• Time: 1 p.m. - 3 p.m.
• Registration link
• Slides from this session
  

Please ensure you register by Tuesday, August 20, 2019 end of day. After registering, you'll receive an email with instructions for joining the August 22 presentation.

Questions and answers about the upcoming changes are provided below.

If you have other questions about the upcoming changes, please email us at MDPrograms@icbc.com or contact Kevin Walsh at 604-982-2890. 

Greg Beauregard
Director, Material Damage & Fraud Strategy & Programs

Questions and answers for non-Express glass shops

What is the timing for phasing out direct billing with ICBC?
For non-Express glass facilities, direct billing with ICBC will be phased out over two years from the start of the new program. For example: if the start-date is March 1, 2020 for the glass program redesign (new program), the direct billing option would end March 1, 2022; if the new program starts on January 1, 2020, direct billing would end on January 1, 2022.

When does the new program (glass program redesign) start? 
The new program will be implemented sometime early in 2020. The exact date will be confirmed and shared with you once business process and technology changes are finalized, and training is delivered to support the program.

What does phasing out direct billing with ICBC mean?
When the glass program redesign (new program) comes into effect, there would be a transition period of two years in which non-Express glass facilities would be able to use their existing ICBC account number to direct bill for glass repairs. After this transition period, only shops that are part of the new program (glass program redesign) will be able to use ICBC account numbers to direct bill.

After the two-year transition period (see above), can customers still attend a glass facility that is not part of the new program (glass program redesign) for their glass repairs?
Yes. Customers retain the choice of where to take their vehicle. However, the customer would be required to pay the shop for the repairs, then submit the required documentation to ICBC for reimbursement. 

Who can apply to the glass redesign program (new program)?
All glass shops, regardless of size, that meet the minimum program (equipment and training) requirements are welcome to apply.

How much would it cost to purchase the equipment required for the new program?
The minimum training and equipment requirements will be finalized at the end of summer/early fall and more complete information will be provided to you then. To find out more about the proposed minimum equipment and training requirements for the new program, please view the slides prepared for Express Glass to explain the upcoming changes.

When can I apply to the new program?
We will notify you when the application process for the glass redesign program (new program) starts.

Why is ICBC adopting a higher standard for glass repairs?
The proposed equipment and training requirements for the new program would be based on industry standards that address the increasingly complex technology in vehicles today, ensuring ICBC-accredited glass facilities have the capability to perform safe, proper, customer repairs. ICBC is updating these requirements to ensure customer confidence in ICBC claim-related repairs.