How a new process changed an unfair decision.

Susie was out running a few errands and parked her car downtown. The next day, she noticed her car was damaged. Susie called ICBC to report the damage and was provided with a hit and run claim number so she took her car into the shop for repairs. Later the same day, ICBC called and explained there was no evidence of a hit and run so her claim could not be filed. ICBC recommended that she claim the damage under her collision policy and was assured that doing so would not affect her premiums. Susie gave the shop the go-ahead to proceed with the repairs.

The following week, Susie was surprised to receive a letter from ICBC indicating she was found 100% liable for the damage and that she was required to pay a $300 deductible. The letter also noted that her premiums could be affected in the future.

After trying to resolve the issue with ICBC directly, Susie learned that the estimator indicated that the damage to her vehicle appeared to be from a bicycle rack or other object hanging on the tailgate being backed into something. Susie didn’t own a bike rack or any other object that hung off her tailgate. Not getting anywhere with ICBC, Susie reached out to us.

We asked ICBC a number of questions regarding Susie’s complaint and also reviewed ICBC’s damage claim assessment policies. ICBC explained that it was developing a new process for assessing these types of claims and that under this new process a Material Damage Manager was to review the damage before any final decision was made on a hit and run claim.

ICBC applied the new process to Susie’s case. A Material Damage Manager reviewed Susie’s file and decided that it was possible that the damage had been caused by a hit and run. ICBC agreed to accept her claim and we closed our file.