How to File an ICBC Claim: A Step-by-Step Guide for Vancouver Island Drivers

A crash on the highway is one of the worst minutes of anyone's day. The good news: filing an ICBC claim is one of the most well-trodden processes in British Columbia. The bad news: most people only file one or two claims in a lifetime, which means the process is unfamiliar exactly when you're least equipped to learn it.

This guide walks through everything from the first moments at the scene to the day you pick the car up — written from the body shop side of the conversation, on the South Island Highway in Campbell River.

Section 01At the scene.

If everyone is uninjured and the vehicles are drivable, the priority is getting out of traffic safely. If anyone is hurt — even slightly — call 911.

Once you've taken a breath:

1. Document the scene. Photograph the damage, the position of both vehicles, license plates, the road conditions, and any landmarks. Phones are good enough. Get wide shots and close-ups.
2. Exchange information with the other driver: full name, phone, address, driver's license number, insurance company (if not ICBC), and license plate. Get the same info from any witnesses.
3. Don't admit fault. Even if you think you might be at fault, don't say it at the scene. ICBC will determine liability from the evidence. A "sorry" in the rain on the side of the road has been used against drivers before.
4. If the police attend (they will if there are injuries, hit-and-run, suspected impairment, or significant damage), get the file number. You'll need it later.
5. Note time, weather, location, and direction of travel. Memory degrades fast. Write it down before you leave.

If you're driving away from the scene: drive slowly, with hazards on if anything is bent or hanging. If the car isn't safe to drive — fluids leaking, frame damage, wheels turned in — call a tow. Don't roll the dice on a structurally damaged car.

Section 02Filing the claim.

ICBC asks that you report a crash as soon as reasonably possible — in practice, within 24 to 48 hours. There are three ways to file:

1. Online at icbc.com — the easiest path. The portal walks you through the questions step by step. You'll get a claim number in about 15 minutes.
2. By phone — 1-800-910-4222, open 24 hours. Useful if you have questions or want to talk to a person.
3. Through the ICBC mobile app — good for filing on the go.

What you'll need:

• Your driver's license number
• Your license plate and the other driver's plate
• The other driver's name and contact info
• Date, time, location, and a description of the crash
• The police file number, if applicable
• Photos of the damage (you'll upload these)

Once filed, you'll be assigned a claim number and — depending on the case — an adjuster. The adjuster is your point of contact at ICBC throughout the claim. Save their email and phone in your contacts.

Section 03Your right to choose your repair shop.

This is the most important thing in this article, and the part most drivers don't know about.

Under BC law, you choose where your vehicle gets repaired — regardless of which shop ICBC's adjuster suggests.

ICBC has a list of Accredited body shops (formerly the c.a.r. program, now the Repair Network). When you file a claim, ICBC may recommend or even direct you toward one of these. Many drivers don't realize this is a recommendation, not a requirement.

You have the right to choose:

• An accredited shop from ICBC's list
• Any other licensed, qualified body shop in BC
• A specialist shop — a classic-car restorer, a make-specific dealer body shop, or a craftsman shop that does work the chain shops don't

Why does this matter? Because the shop that's most convenient for ICBC's paperwork isn't always the shop best suited for your car or your standards. A 1968 Mustang is usually better off with a craftsman shop than the busiest collision facility in town. A high-end European import might benefit from a make-specific specialist. And a daily-driver pickup might do just fine at either.

Section 04Accredited vs. non-accredited.

ICBC's accreditation is mostly about administrative integration — direct billing, electronic claim handoff, etc. It's not a quality rating. A non-accredited shop can be every bit as skilled as an accredited one — sometimes more so, particularly for smaller craftsman shops where accreditation paperwork hasn't been a priority.

What changes between accredited and non-accredited is the paperwork flow:

• Accredited shop: ICBC pays the shop directly. You're invoiced only for your deductible (if applicable).
• Non-accredited shop: You typically receive payment from ICBC (cheque or direct deposit) and pay the shop yourself. The work is the same; the money path is different.

If a shop is honest with you about being non-accredited — including that the billing process is slightly different — that's actually a good sign. It means they're not pretending to be something they're not.

Section 05At the repair shop.

Once you've chosen a shop, the process looks roughly like this:

1. Estimate appointment. You bring the car in (or photos, for simpler damage), and the shop writes an estimate. Usually free; takes 15–30 minutes for non-complex damage.
2. Authorization. The shop sends the estimate to your ICBC adjuster. The adjuster reviews and authorizes the repair, sometimes negotiating line items. Usually a few days.
3. Intake. Once authorized, the shop schedules an intake date — typically one to four weeks out, depending on backlog and parts availability.
4. Repair. The car goes into the bay. Modern collision repair includes frame measuring, panel replacement (or repair), refinishing in a paint booth, and post-repair scans for vehicles with ADAS (advanced driver assistance systems — most cars built after 2018). A good shop will send progress photos along the way.
5. Hidden damage. If the shop discovers damage that wasn't visible at the estimate stage — a bent inner panel, a cracked structural component — they'll submit a supplement to ICBC for the additional work. You'll usually hear about it before they proceed.
6. Pickup. A good shop will hand-wash the car, detail it, and do a walk-around with you to show the work. Don't sign off if anything isn't right — you can refuse delivery and ask for corrections.
7. Warranty. Many shops (including us) offer a lifetime workmanship guarantee on the work they did. Paint manufacturer warranties from the supplier typically stack on top.

Section 06Rentals & courtesy cars.

If your vehicle is undrivable and your policy includes a courtesy car benefit, ICBC will cover a rental during the repair. The standard allowance:

• Basic rental class — typically a compact or mid-size
• A daily limit and a total cap, depending on your policy
• Coordination usually handled between ICBC and the rental company

If you have a work truck or specialty vehicle that's part of your livelihood, you may need to negotiate a higher rental class. Talk to your adjuster early — these things are easier to sort out before you've been on a compact for a week.

A practical tip: even non-accredited shops can help coordinate rentals. Most of us keep relationships with local rental partners and can usually get you sorted on intake day.

Section 07Common mistakes.

After years of seeing claims come through the bay, here are the patterns we see most often:

1. Driving a structurally damaged car. If the frame is bent or the airbags deployed, get a tow. A car that "drives okay" can still be unsafe.
2. Accepting the first cosmetic estimate as the final number. ICBC's initial estimate is sometimes for the visible damage only. Hidden damage often emerges once the panel is off. That's what supplements are for.
3. Choosing the closest shop instead of the right shop. Convenience matters, but a classic car or a specialty vehicle often deserves the drive to a shop that specializes in it. Most shops on Vancouver Island are within an hour of each other anyway.
4. Skipping the post-repair scan. Modern cars rely on dozens of sensors. After collision damage, those sensors often need recalibrating. A good shop does this as part of the repair, not as an afterthought.
5. Not getting it in writing. Verbal estimates, verbal timelines, verbal warranties — all worthless when something goes wrong. Insist on written everything.

Section 08Why choose a local shop on Vancouver Island.

A few reasons to keep your repair on the Island:

• You'll deliver and pick up easily. Ferry rides for a body shop appointment aren't fun. A local shop saves you a half-day each way.
• Local shops know local conditions. Coastal salt air, winter road salt, ferry deck damage — these are things Island shops see all day.
• Accountability. A small Vancouver Island shop has a much shorter line between "something's wrong" and "let me make it right." We see our customers at the grocery store.

If you're in Campbell River, Courtenay, Comox, or Nanaimo and looking for collision repair, you have great local options. We're one of them — on the South Island Highway at 3692 S Island Hwy. We take ICBC claims, we offer a lifetime workmanship guarantee, and we'll walk you through every step.

For a free written estimate, call (250) 504-3335 or send photos to [email protected].