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Posted: January 22, 2020

Repair shops to be ranked by performance

ICBC and industry partners have worked together to redesign collision and glass repair programs with the aim of generating savings for ICBC and promote high-performing shops to serve drivers better.

Once fully implemented, repair shops in British Columbia will be ranked by performance based on various metrics. The ranking will be placed on a shop-locator ICBC webpage, enabling drivers to make informed choices about where to take their vehicles for repair, while encouraging shops to be top performers.

“After consulting with industry leaders, the redesign of the collision and glass repair programs will improve transparency and accountability of repair shops for drivers who get into accidents and need to choose which repair shop they go to,” said David Eby, Attorney General. “By publicly ranking the repair shops by performance, where repair shops strive to be the top performers, we expect that this will help curb some of the rising claims costs and pressures that ICBC is facing.”

The new collision program will take effect Feb. 3, and the new glass program will take effect March 2. Combined, both programs will encompass approximately 1,000 collision and glass repair shops throughout the province.

However, the repair shop ranking will be made available only after significant data is collected.

“ICBC appreciates the repair industry’s willingness to work with us to manage performance effectively, and we will continue to consult with our industry advisory committee and technical working group to continuously improve the new programs over time,” said Nicolas Jimenez, CEO, ICBC.

The changes to the glass and collision repair programs come after government launched an operational audit of ICBC, which resulted in recommendations on ways to improve management of material damage vendors.

“The Automotive Retailers Association represents 1,000-plus automotive service providers throughout B.C. We are pleased to have been a part of developing new standards of performance, which will reduce costs and improve service to industry stakeholders and B.C. drivers,” said Adrian Scovell, president and CEO, Automotive Retailers Association.

The redesigned programs were developed after more than a year of consultation with industry, including 33 sessions with collision shops and 31 sessions with glass repair shops throughout the province.

The Ministry of Attorney General says savings will come from improved performance and enhanced governance that drives higher efficiencies via faster processing of claims, faster repair cycle times and greater autonomy for high-performing suppliers.


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