ComplaintsforICBC

• Initial Complaint

  16/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was trevelling from work to home on highway 91 towards south.At the merge of night street a car merge in front of my car from double solid line and almost stoped. I have video tap of whole incident. It is more than 3 months ICBC did not make any decision.when I called them they keep saying we are still reviewing.Please sort my matter and solve this issue as quickly. Thank You

• Initial Complaint

  11/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  When I was doing an extended vacation in Australia, I called ICBC through ***** to book a road test for my full license. I am a natural-born Canadian citizen, a permanent residence of North Vancouver for all my life, and I have a Canadian (N level) driver's license. I casually mentioned on the phone that I might return to Australia after I returned home for Christmas just because I didn't know my full vacation plans when the lady wanted to book my road test after Christmas (I am not returning to Australia!). I wanted to book a road test for when I came back and that was it! I did not want to change my residency status or my legal address. I did not give the woman permission to ******** contact the residency department of ICBC or ******** write notes about my personal vacation on my driver's license profile. She had no right to do this. I never, ever planned to permanently stay in Australia. I received a letter a few weeks ago saying I needed to prove my residency in North Vancouver to ICBC or that my residency status will expire in 90 days. I went to the North Vancouver ICBC office today at 08/12/.2023. The lady who provided me customer service was not helpful at all even though ICBC created the problem. She did update my employments and residency information on driver's profile and that's it. She said that ICBC office can't do anything about it and I would have to email the residency office. She did not give me a proper phone number. Also, apparently I now need to fill out a whole package of forms that was mailed to me in November to prove I am a Canadian citizen! I am also apparently supposed to have a caseworker assigned to my case. This is the first I heard of any of this. I have not received the so-called residency package that I apparently need to fill out (which I shouldn't need to) and I have not been assigned a caseworker. I should not have to do any of this. ICBC needs to fix this and remove this from profile. I should not be under investigation!

  Customer response

  12/12/2023

  I would like ICBC to retract their requirement that I need to prove my residency and for them to apologize for creating this mess to me. I want it to accept the fact that it has no right to do this to me, a natural-born Canadian citizen. I have lived in North Vancouver my whole life. I do not need to prove that I live here for no reason!

  I want an apology for the fact that one of its employees ******** took notes about things I casually said. I want apology for ICBC to not send me the package it wants me to fill out. 

  Most of all, I want ICBC residency department to fix the problem it has created. 

  Business response

  14/12/2023

  The ICBC Fair Practices Office received a voicemail on Dec 8/23 from the complainant. The complainant also sent an online submission to the ICBC Fairness Officer on Dec 11/23. Our office will be reaching out to the manager of the ICBC Residency Investigation department to request a review of his concerns.

  We will send a response will be sent to the complainant once the matter has been looked into. 

  As background, the BC driver's licence (BCDL) is restricted to people who are ordinarily residents of B.C. This means they are in BC for a settled purpose, and they have a fixed intent to remain. This has been ICBC policy for many years and is legislated in Section 24.1 of the Motor Vehicle Act and Section 30.15 of the Motor Vehicle Act Regulations. This is applied uniformly to all applicants. 

  When a concern about whether a customer is a resident of B.C. arises, a customer’s application is referred for a residency verification to ensure they meet the ordinarily resident standard. Investigators will assess the evidence an applicant provides to determine whether the applicant can establish themselves as ordinarily resident in B.C.

  Fair Practices file number for reference is *******.

  Thank you. 

  Customer response

  18/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  - I am and always have been a permanent resident of British Columbia. I am also a natural-born Canadian citizen!

  - I never wanted to change my address or residency status. I only called ICBC during the summer in the hopes of booking a road test. That was it!

  - While trying to book a road test, your worker ******** wrote down what I said even though I did NOT give her consent to do say and gave her NO indication that my residency status was up for debate. She gave me NO indication of what she was going to do afterwards to me using what I innocuously said to her.

  - ICBC has no right to ******** document innocuous information about me and use it against me! I want to made very clear that this is to never, ever happen again. All I merely said to that woman was that I was vacationing in Australia and that I may go back for a second time after Christmas. I have the right to legally spend my own money travelling as I please. MY personal travelling plans are none of ICBC's concern. That woman had no right to ******** put this information on my driver's file! ICBC owes me a big apology.

  - I contacted the office of Susie ****** (Member of *********** ********). They were very confused about the situation. The woman I spoke to said ICBC has no right to do any of this to a Canadian citizen. Once again, they made it very clear that ICBC has no right to do any of this to me or to put my British residency status into limbo! I will be reported this comment you sent me on this forum to the MLA's office.

  - I knew nothing about my alleged need to fill out a huge package of forms and needing a case manager. I only found this information out by chance when I visited the North Vancouver ICBC's location. Your package still has not arrived and, once again, I should not have to do any more work. I am a Canadian citizen who was born and raised in British Columbia! This is on you guys. You created the problem. You can do the work to fix it.

  - It took me complaining in person to the North Vancouver ICBC's location in-person, calling your customer service hotline, talking to the local MLA's office, leaving a voice-message to your Fair Practice Office, sending a written- and online-submission to your Fair Practice Officer, and reporting all this to the Better Business Bureau to FINALLY receive something of an adequate response from you.

  Sincerely,
  

  
  ******* ********

  Business response

  18/12/2023

  Dear ******* ********:

  By way of background, the BCDL was initially put in place only as a permit for driving privileges. Similar to other driver’s licenses throughout the world, the BCDL has evolved and is now regarded as the de facto government-issued proof of identification and residency. This is one of the many reasons it is important to ensure the BCDL is issued only to those who meet the requirements of identification and residency.
  

  Effective January 1, 2022, the BCDL has been restricted to people who are residents of B.C. While this has been ICBC policy for a number of years, this requirement is now explicit in section 24.1 of the Motor Vehicle Act Full Multi - Motor Vehicle Act and section 30.15 of the Motor Vehicle Act Regulations Motor Vehicle Act Regulations. This residency requirement is applied uniformly to all BCDL customers and we do not have the ability to go behind this legislation and waive the requirement to be a resident to qualify for a BCDL.

  The Fair Practices Office has reached out to the manager of the Residency Investigation Unit, who confirmed that based on information you provided to the Driver's Licence Head Office  during your August 10, 2023 phone call, a referral was sent to the Residency Unit. The customer service representative who you spoke with on August 10, 2023 recorded the reason for your call. This is standard practice and the information you provided to ICBC is not considered "secret".   

  The manager of the Residency Unit confirmed you will be required to provide documentation to verify you are a resident of British Columbia, and also confirmed a package was mailed to you on November 8, 2023, which contained instructions on how to  verify your residency. We will ask them to re-send the residency verification package since you indicated you have not received it. Once you have submitted documents to verify your residency, they will be reviewed by an investigator in the Residency Investigation Unit and you will receive a response. 

  You may also email ********************* if you have any further questions regarding the verification process.  

  I hope you find this information helpful to clarify your next steps to resolve this matter. 

  Fair Practices Office  

  Customer response

  18/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  - "The Fair Practices Office has reached out to the manager of the Residency Investigation Unit, who confirmed that based on information you provided to the Driver's Licence Head Office  during your August 10, 2023 phone call, a referral was sent to the Residency Unit. The customer service representative who you spoke with on August 10, 2023 recorded the reason for your call. This is standard practice and the information you provided to ICBC is not considered "secret".   
  The manager of the Residency Unit confirmed you will be required to provide documentation to verify you are a resident of British Columbia, and also confirmed a package was mailed to you on November 8, 2023, which contained instructions on how to  verify your residency. We will ask them to re-send the residency verification package since you indicated you have not received it. Once you have submitted documents to verify your residency, they will be reviewed by an investigator in the Residency Investigation Unit and you will receive a response. " 

  I am puzzled by your response. The woman ******** wrote down casual things I said and reported it without my consent! Once again, I only wanted to book a road test! That was the reason for my phone call! It is nice that you don't consider my personal information "secret" but writing it down without my consent and using it against me is something that really crosses the line. I did not tell her to write it down that I was vacationing in Australia and she did not tell me that this was going to ******** my residency status! I never consented to her to ******** my residency status! I never once wanted to change my residency status at all!

  -I have never received the so-called documents you sent me as well! I went to ICBC in-person with the my driver's license and BC healthcare card and they refused to fix this problem. I live here and I have the solid proof! I want you to fix the problem you created right now!

  - "Effective January 1, 2022, the BCDL has been restricted to people who are residents of B.C. While this has been ICBC policy for a number of years, this requirement is now explicit in section 24.1 of the Motor Vehicle Act Full Multi - Motor Vehicle Act and section 30.15 of the Motor Vehicle Act Regulations Motor Vehicle Act Regulations. This residency requirement is applied uniformly to all BCDL customers and we do not have the ability to go behind this legislation and waive the requirement to be a resident to qualify for a BCDL."

  That is nice. I live here as a Canadian citizen who has been a resident of British Columbia my entire life!  I am a resident of BC and you are in no position to ******** my legal status of such. I went to the MLA office again and they were very clear that this is absolutely ridiculous! They were very clear that you guys have no right to do this to me just because I went on vacation. I have given them legal permission to investigate. You have NO right to strip my residency status! This is an arbitrary investigation based on nothing! You have no right to strip my right to self-determinate as a resident of BC!

  - You never responded to the fact that I had to complain to many different factions of ICBC until I finally got a response from you. Your customer service is terrible. You have a C minus rating on the Better Business Bureau website and your online reviews are terrible!

  -"You may also email ********************* if you have any further questions regarding the verification process." The email does NOT work! 

  
  
  
   
  
  

• Initial Complaint

  01/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I put in a deferral for my Dec insurance payment. Instead of Nov 30 to be taken out Dec 20, 2023. I always defer it when mt disability comes in. I got an email stating it was deferred to Mar 1, 2024. I never put the that date as my insurance expires on Dec 23, 2023. It was deferred not to the wrong date but it was in wrong. They took my payment out and my rent bounced. I kept calling them and they kept hanging up on me stating I was yelling. I was NOT Yelling Listen to the recordings. I am so upset they don’t listen. I got a email from ICBC stating the deferral was now for Mar 1, 2024. I did not defer it that far ahead regardless o got an email stating it was deferred., but t they went ahead and took the payment. I deferred it in Wed as owe the email stating f my information was incorrect. I only got the email yesterday morning and they replied that it was deferred. ICBC is really awful to deal with. They hang up for no reason. They don’t listen and they didn’t investigate the reason why they raised my insurance. I am still waiting for a the ***. I can’t afford to renew my invoice heck of this non investigation they said they did. I am so frustrated with them being ********* and entitled. Here is the screen shot of my letter stating it was deferred to March 1, 2024. And also the original showing whenI actually did the referral and abs they responded late then took my payment. I going if to cell a With bc ********* as well.
  

  Business response

  07/12/2023

  Our account services department is attempting to speak with the customer to discuss her concern. She is encouraged to contact us directly at ************** to discuss any account services concerns she may have. 

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  ICBC denied to pay for the repairs of my vehicle that I was not 100% at fault. I have attached correspondence & document to share how ICBC responded on my claim despite the third party reported and admitted that this his100% all his doing and fault. ICBC also sent me a letter that shows authorized for the repairs of my vehicle. Please help me because I feel I got betrayed and treated for being not fair despite of being a roadstar holder. Thank you, ******** *****
  

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In October of 2022 I took my car, which was my only vehicle, to a **** repair shop (******** *** ****, ** ***** *****, BC). It was evaluated for repairs from extensive mouse damage and I was given a claim number and also give an estimate of time when the repairs were to be completed. As it was my only vehicle, I borrowed a vehicle from family for a few months. With my insurance, I was able to rent a vehicle up to $500 which was about one week. There have been problems getting parts and now the car sits at the repair shop - almost a year later. In the meanwhile, I've had to purchase a vehicle so I have something to drive. My ******* **** * **** *** *** * **** ** * **** ***** **** so not having a vehicle is not an option for me. I've kept the insurance up on my car, and now I need to purchase new winter tires for the ***** I bought. I've tried to talk to **** but have had no satisfaction. The repair shop has had no luck either and they are also out about $10,000 in parts that they have purchased for the repair and have not gotten paid for yet. There is no eta on the remaining parts required. I am basically stuck. The ***** I have is not suitable for me, I cannot afford to buy another vehicle until something is decided regarding my car.

  Business response

  19/09/2023

  We have a robust process for customers to bring their concerns forward. This process also ensures customers privacy is protected because the matters we deal with are often about confidential information,including ****** information. Customers with concerns should contact **** directly so we can assist with their concern while still maintaining the confidentiality and privacy of their information. For more information on escalating a concern related to a claim, please visit: ******************************************************************************************.

• Initial Complaint

  06/09/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was in a car accident on 08/09/23. My auto insurance company is ****** Insurance. ICBC insured the other driver. The other driver was found to be 100% at fault. I emailed the ICBC adjuster Amar S**** on 08/22/23 and again on 08/24/23 requesting details on how to submit for rental car reimbursement. Finally on 09/01/23 Rebecca B***** from ICBC responded in lieu of Mr. S****. She told me to email her the rental invoice. I sent her a rental invoice for 21 days (08/09/23 - 08/28/23). Today, 09/05/23, Rebecca informed me that ICBC would only reimburse me for 9 days of rental because the total loss offer was made to me on 08/16/23. They never advised me of this rule or provided me with any information regarding their time limits. Mr. S**** was not available by phone or email and has never contacted me regarding this claim. My first contact with ICBC was with Ms. B***** by email on 09/01/23. ICBC is only paying $385.88 of my car rental invoice which totaled $810.34. I want ICBC to pay the full amount due to their delay and lack of disclosure and failure to provide pertinent information in a timely manner which was duly requested by me.
  

  Business response

  18/09/2023

  Thank you for your September 6, 2023 email to ICBC Fair Practices, regarding ******* ******** and his concern regarding the amount ICBC reimbursed him for his car rental. 
  
  I have reviewed the claim file notes and it appears the first communication from Mr. ******** to ICBC advising his vehicle was a total loss was on Aug 22.23. There is nothing in this note about any car rental expenses being discussed,
  
  Aug 25/23, an ICBC duty adjuster called Mr. ******** and left him a message advising him to submit any receipts that his own insurance company, ******, wasn't covering to ICBC for consideration. 
  
  Sep 1/23 ICBC received an email from him with a car rental receipt attached. This was reviewed and he was advised as per ICBC's policy and based on confirmation from his insurance company that ICBC would pay for 10 days of his car rental, which included 3 days past when he settled the total loss of his vehicle with ******. 
  
  ICBC's policy for paying loss of use (car rental) is to pay a maximum of 3 days for car rental after an offer has been presented to the claimant to settle their total loss.   
  
  Our office cannot approve any additional payment for Mr. ********'s car rental, but we will request a review by the adjuster's manager. 
  
  Thank you. 
  
  Debby R. 
  
  Advisor - Fair Practices Office

  Customer response

  18/09/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  ICBC had my full contact information and was aware from the beginning that the damages from the accident rendered my vehicle undrivable and eventually declared a total loss.  Even though they were fully aware of this, at no point after the accident did they provide any specifics regarding the parameters or limitations on the length of rental periof or the rental price of any vehicle.  When I eventually reached out to them, I was only instructed to submit my receipts to them for any out of pocket expenses that were not covered by my insurance provider.  Even when I specifically mentioned that I wanted to submit receipts for a rental vehicle, ICBC remained silent regarding any restrictions on those receipts and allowed me to continue to accrue additional out of pocket costs.  It was only after denying my full claim did ICBC explain the limitations to which my expenses were being subjected.  Advising me after the fact is unacceptable. 

  The balance due is minimal and sufficiently less than the costs IBC would incur just to attend a small claims hearing.  

  
  Sincerely,
  
  *******************************

  Business response

  19/09/2023

  As noted in my response yesterday, the Fair **************** cannot overturn the decision made by our claims department regarding payment of car rental expenses. 

  I will email the claims adjuster's manager and ask them to review the request and advise of their response once they have responded. 

  Thank you. 

  Customer response

  19/09/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  The results remain the same:  At no time did ICBC provide any guidelines to its rental reimbursement procedures until after it rejected my claim.  While I await your final answer, I will compose my final demand letter to ICBC, as recommended by small claims court prior to filing a claim.

  Sincerely,
  
  *******************************

• Initial Complaint

  29/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am adding a picture to show you what the scene looks like because ICBC never bothered to look. ICBC did not give me all the break down on how this 94 truck was appraised. I took the photo to a dodge dealer and their appraiser told me that it not worth more than **** due to its condition. Does ICBC inflate their appraisal to gab more cash. I showed the photos to my friend who owns a German and luxury exotic cars body shop ICBC approved . He approved it less than ****. I asked ICBC how they came to that. All they told me they cant divulge any information privacy thing but ICBC can scam and do not look at the truth. ICBC called the **** for a welfare check on me. I have been trying to speak with them for 3 days. Nobody gives a ****. A welfare check isnt going to keep me from loosing my job, a welfare check isnt going to keep me from being evicted because I loose my job and cant afford to pay $90 more insurance. I am on disability. ICBC did not do an investigation. I have added a picture of the scene but you need to go look at it. The **** you sent saw it and agreed with me. I added prices of that 94 truck from a few sites. How the did your estimator come up with a price they is unrealistic of the truck. I want an investigation and I want to file a complaint as ICBC took away my rights when it did it do a proper investigation.

  Business response

  06/09/2023

  This matter is resolved. 6Sept2023, The ******************** reviewed the complaint and subsequent claims file. We found no admirative unfairness in the handling of the claim. The customer was sent a letter advising as such.
  **** *** ***** *******

• Initial Complaint

  26/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a new car .At that time in January the new car was registered and the process kept resetting so it took 6 x to get my plate registered. The first payment was taken right away since then i have been double charged.I have been fighting to get my money back for the past months .I have been told that its my tuff luck and they cannot do anything.Im a single mom raising 2 kids and this has put a mental and financial strain on me.The issue is not mine they made the mistake and they should fix this.I want to be compensated for the error and it made right as I cannot afford this. ** ***** ****** ** *** *** *** *** **** *** ****

  Business response

  19/06/2023

  Dear *************************:
  
   
  
  Thank you for reaching out with regards to a concern you have around an ICBC-related experience. Unfortunately, we are not able to address the situation through this venue. We would, however, like to investigate further and to provide a solution if we are able.
  
   
  
  Customers are able to reach out to us directly on our website. For your ease, I have provided a direct link to our complaints and disputes process: *****************************************************************************************************************.
  
   
  
  For privacy purposes, we cannot respond to your complaint on the ************* Business website, but we hope to hear from you soon through the process outlined above.
  
   
  
  Thank you,
  
   
  
  ********
  
  Fair Practices Advisor
  
   
  
  *******

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ***** ********* refused to estimate damage to my vehicle on May 10, 2023 at 4:15PM. This is not in accordance with the agreement they have with ICBC, and cannot refuse to provide a damage estimate. My time was wasted and now I have to wait weeks for another appointment at an alternate ICBC accredited collision repair facility.

  Customer response

  19/05/2023

  After further research, my complaint shall be filed with ICBC, as it appears there is no system in place to ensure a motor vehicle insured with them will receive a damage estimate. I’ve tried 2 shops (most recently ***** *********) and both have denied to estimate. I’ve spoken to an ICBC representative who told me there is no obligation for any approved shop to estimate damages, and ICBC will not estimate it themselves either. I have waited months for estimates and cannot have ICBC fulfill their insurance obligations.

• Initial Complaint

  11/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My issue is with ICBC (Claim *******) I know they're just waiting this out so I can't do anything quite frankly I have no idea what to do or if this will do anything at I'm really grasping at straws. My vehicle was rear ended and at first ICBC was being OK and I was on their side all seemed to be good then came the misinformation and disinformation and in my opinion lies by call centre and the lying, screwing around, and dodging by my adjusters. I will admit when this started happening I started getting very angry I could have dealt with it a little better. There is to much to put in this, but it is all backed up in emails. Every time I called ICBC I asked to be recorded. I never received a dime for lost wages for 6 weeks I got Employment Insurance on the 6 week mark or I would have been screwed. I thought about apologizing for being angry but now if I had it in my head I wouldn't because ICBC has now shown my safety is of no concern to them. My adjuster ***** ***** made the comment when I brought up safety concerns about my car and I quote ""*** *** ***** ******** ** **". I brought this up with a passing Police Officer and he gave me his opinion. He said it's unfortunate what ICBC is putting me through and he felt the answer to my safety concerns by the adjuster were inappropriate. I drove the car like that for approximately 6 months with safety restrictions on the dashboard. There's over $15000 damage and the adjuster ***** ***** persist on fixing it. There's no more accelerated depreciation anymore to make up for my loss "even though a court of law said ICBC was on the hook for that" so the car is garbage and I'm stuck now. Car had no accidents, had warranty, and low KMS. Car was mint and now very hard to find. I have much more information on this. There's too much to put in this little box. I sent pics of the car to show what the adjuster saw when he made that ignorant comment. I do admit I could have dealt with this a little better, but this is wrong.

  Business response

  15/05/2023

  We have a robust process for customers to bring their concerns forward. This process also ensures customers’ privacy is protected because the matters we deal with are often about confidential information, including health information. Customers with concerns should contact ICBC directly so we can assist with their concern while still maintaining the confidentiality and privacy of their information. For more information on escalating a concern related to a claim, please visit: *************************************************************************

  Customer response

  15/05/2023

  
  Complaint: ********
  
  I am rejecting this response because: I don't feel comfortable making my complaint with icbc where I'm sure it will get swept under the carpet. Consumers need to know what icbc is up too. I have tried working with my adjusters that hasn't worked.  That in my opinion has just been misinformation,  disinformation, and dodging me. My adjusters have been unfair and unreasonable.  The customer service has been awful. This includes the call center,  misinformation and disinformation are the key words.

  Haha I can't believe in the beginning I was siding with icbc on the changes they've made,  man I was an ***** to think this would go smoothly.
  
  Sincerely,
  
  ******* ******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩