Building the ‘new’ ICBC – May 4, 2011

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Modernizing to better serve our customers

May, 2011 – ICBC has been listening to its customers and as a result, the corporation is changing to better meet their needs. Part of this effort involves looking at new ways of doing things to deliver even better value and an improved customer experience.

Once we finish transforming our business, customers will experience services that are more hassle-free and transparent including:

  • Better rates for lower-risk drivers
  • More choice in how you deal with ICBC (call, click or visit)
  • Less paperwork and fewer processes
  • Claims savings to help keep rates stable
  • Future ability for customers to access their own information online

New technologies and systems are being introduced that will provide more efficient service to our customers. As a result, ICBC’s workforce will be reduced by approximately 350 positions over the next three years through normal departures.

The entire cost of our transformation is being funded by money already set aside from the Optional insurance side of our business and will not impact insurance rates.

We’re committed to sharing information with our employees and customers at a new level of transparency as we work together through these changes. In the spirit of transparency, we have posted a document, “Our journey: building the new ICBC,” to which outlines the changes that will allow us to transition to the ‘new’ ICBC.

About ICBC

ICBC serves 3.2 million customers in the province of British Columbia, Canada. ICBC licenses and insures drivers and vehicles across the province through its service centres, plus a network of more than 900 independent brokers and government agent offices. Claims customers are served through local offices and an award-winning Dial-a-Claim call centre. ICBC’s road safety investments help create safer roads, lead to fewer crashes, and help keep rates stable. To find out more, visit