ICBC Glass Express program guide

Transcription

1 ICBC Glass Express program guide

2 table of contents ICBC Glass Express program 1 service benefits 1 apply for the program 1 Application process 1 ICBC Glass Express non-acceptance 1 program requirements 2 Applicants 2 Training 2 Certification of Technicians 2 service process 3 Technology requirements 3 program standards 3 Business practices 3 Policy 3 Policy for initiating / processing a claim at a Glass Express participant 4 Quality of estimate 4 Quality of service 5 windshield repair 5 Failed windshield repair 6 Windshield Repair Compliance 7 performance management 7 Compliance Reviews 7 Audits 8 Performance Reviews 9 Performance Review Time Line Chart 10 Other Serious Issues 10 image and documentation requirements 11 Digital images 11 Estimate and documentation storage 12 how program standards are measured 12 Adertising 14 Logo 15 Glass Express program feedback and terms and conditions 15 Program Feedback 15 Terms and Conditions 15 Can you lose your Glass Express? 15 Loss of ICBC Glass Express status 16 Appeal process 16

3 ICBC Glass Express program Glass Express is a program that will identify glass facilities to ICBC customers. These facilities maintain high standards in product expertise, business practices and have an excellent business relationship with ICBC. The purpose of this program is to ensure that our mutual customer, the vehicle owner, receives cost-effective automotive glass repair/replacement work that meets the highest industry standards for safety and quality. This program is voluntary and open to ICBC glass suppliers in the province that meet and maintain the requirements outlined in this guide. This may include body shops, glass shops, and motor vehicle dealers. This guide describes the program and standards you are required to meet and maintain to be an Glass Express participant. If you have any questions or require more information, please contact ICBC. service benefits The joint benefits received from this program include: Increased customer convenience by providing a reduced cycle time from date of loss to work completed. The ability for the participant to market themselves as an Glass Express provider. Increased shop efficiency due to the ability to service customers outside of regular ICBC claims office hours. The promotion of Glass Express participants by ICBC. The ability to initiate and invoice ICBC directly for qualified windshield repairs and glass replacements. apply for the program Each ICBC glass supplier that wishes to apply for this program should contact Supplier Programs Administration via at carshop@icbc.com and request the necessary information and/or documentation for application. Application forms may also be found on the ICBC's Business Partners page for Material Damage. Application process Applicants are required to meet qualifications as stated in this guide. Each location of the ICBC glass supplier or franchise is required to qualify separately. An ICBC Glass Express contact is required to be appointed as the prime contact or focal point between ICBC and each participating facility regarding any Glass Express issues. The contact will have full authority to give and receive all communications regarding the Glass Express Program and to grant approval on information and decisions required. ICBC Glass Express non-acceptance Applicants who are not successful will be notified in writing, and the reasons for their non-acceptance into the Glass Express Program will be outlined. 1

4 program requirements To qualify for the Glass Express Program, you are required to meet the following criteria: Applicants The applicant must be able to demonstrate there is a level of trust between themselves and ICBC. Such trust can be determined to exist if there is no (within the previous twelve months) documented history of noncompliance with Claims Policies and Procedures. In addition, the applicant must: have been an ICBC glass supplier for a minimum six months immediately prior to the application, or have submitted 60 glass claims for payment, or have demonstrated successful management within the last three years (successful management is determined by results form completed performance reviews and audits) of a Glass Express / Express Repair facility for a period of at least one year. not be insolvent and is meeting it's financial obligations to third parties as they become due. have no outstanding tax demand, garnishing order or court order against the applicant. not have a proceeding for the relief of creditors or any petition under the Bankruptcy Act of Canada is filed by or against the Glass Express Shop, and is not discharged. Note: Consideration for approval is also based on the applicant being compliant with the Glass Express Program requirements at the time of application and ongoing compliance once accepted into the program. Once accepted into the program, continued participation is reviewed annually, in conjunction with the annual renewal process. Training The owner(s) or signing officer (some exclusions may apply) and shop manager of the ICBC Glass supplier is required to complete the Glass Express online training provided by ICBC. In addition, all staff members who will be completing estimates on behalf of ICBC must also complete the Glass Express online training. Certification of Technicians All technical employees must hold a British Columbia recognized trade qualification or equivalent trade qualifications from other Canadian jurisdictions. Additional technical employees may also be registered into an apprenticeship agreement (between the employee and the sponsoring Glass Express participant) for the automotive glass technician trade. 2

5 service process The Glass Express Program will allow the customer to drive directly to an Glass Express participant to process a glass claim. Participants of the program will be able to process a glass only claim on behalf of the customer, through ICBC s Glass Web Express system. The Glass Express participant will sign into Glass Web Express via the ICBC's Material Damage Business Partners page where a claim initiation can be requested. If the customer qualifies for Glass Express, the system will provide a claim number and enable the participant to complete an estimate, and then submit the invoice for payment. This process is outlined in the Glass Web Express User Manual that is available to Glass Express participants via the ICBC's Material Damage Business Partners page. Technology requirements Each Glass Express participant is required to meet computer/software requirements that enable communication with ICBC. The minimum requirements for the program are listed on ICBC's Material Damage partners page under the Glass Express programs. If the Glass Express participant is using other software (i.e., a facility management system, etc.), the recommended requirements should be used. ICBC may conduct a facility inspection to ensure these requirements are met. The minimum requirements are subject to change at any time. The cost of any technological updates/upgrades will be the sole responsibility of the Glass Express participant. program standards In addition to the items listed in the terms and conditions, the Glass Express participant is required to maintain the following standards: Business practices Applicants are required to follow ethical and professional business practices with both customers and ICBC. The Glass Express participant will: not solicit or otherwise promote ICBC customers to request a claim for glass repairs or replacement. on windshield only claims, first determine if the damage is safe and appropriate to repair before estimating as a replacement. Policy The CL14BX/R will be pre-priced using the Glass Web Express system, or manually if the system is unavailable. Note: The term Glass Web Express in the GWE User Manual is used to reference the system used to create glass claims. All glass work on a CL14BX/R must not exceed the ICBC Glass Industry rates. 3

6 When initiating glass claims the Glass Express participant must deal directly with the insured named on the insurance documents (or their representative), collect any applicable deductible or taxes and have them sign the CL14BX/R when the work is completed. Insureds may report directly to a Glass Express participant or at any ICBC claims office without an appointment. Note: After regular ICBC claims office hours or in emergency situations, the insured may phone the Customer Contact Centre. Only parts and materials necessary to facilitate the work described can be entered on the Glass Web Express system. Glass claims do not include headlights, taillights, sunroofs or mirrors. Those claims must be created by ICBC. Policy for initiating / processing a claim at a Glass Express participant Glass Express participants will use Glass Web Express for initiating claims, creating estimates and submitting final invoice for payment. Please refer to Accessing the Glass Web Express Application in the GWE User Manual for instructions on how to use the system. If the customer requests a copy of the estimate, only provide them with a copy after the work has been been completed and any updates to the CL14BX/R, if required, are done. Glass Express participants are required to contact Provincial Glass Operations if: damage does not appear consistent with what the insured is reporting, the damage appears old or unrelated, there is additional damage other than glass, the vehicle could be a total loss as a result of the total cost of repairs, if the cause of damage appears related to a failed windshield repair. Quality of estimate The Glass Express participant is required to ensure that the cause of damage reported by the customer is consistent with the nature and extent of the damage to the vehicle. Irregularities are required to be reported to ICBC. Glass Express participants must not initiate a Glass Express claim for any vehicle owned or insured by the participant, their immediate family member,* any of their employees, or for any vehicle received as a sublet repair from another facility. NOTE: This does not apply in a Lessee/Lessor situation when the vehicle is currently registered to the Lessee. In those cases a Glass Express participant may initiate the claim as long as the vehicle is not owned and operated by them (for example, parts truck, courtesy car, etc.). Glass facilities are not permitted to sublet glass only claims. The Glass Express participant will create an estimate that will be submitted electronically. Once the CL14BX/R is submitted for payment, no modifications are allowed. 4

7 The Glass Express participant will have the customer sign the bottom part of the final version of the printed CL14BX/R to indicate their satisfaction with the work completed. The CL14BX/R is required to be stored along with the digital images and required documentation. *A family member is defined as: a) a member of the owner's family, whether or not the member lives in the same household as the owner, including a member by common law, adoptive or step relationship, who is the owner's (i) spouse, or (ii) brother, sister, parent, child or grandchild, or a spouse of any of them; b) a member of the owner's household Collection of policy deductibles The Glass Express participant is required to collect the ICBC policy deductible in full from the registered owner or representative, where applicable, as identified on ICBC glass claims. Credit/debit card transaction slip must be retained on file. Offering and/or provision of discounts or services The Glass Express participant is required to not offer or provide any form of discount and/or rebate on ICBC Glass claims to anyone other than the Corporation. Justified and documented customer complaints A documented customer complaint will be investigated by the manager estimating services, designate or Provincial Glass Operations, to determine if it is justified. These complaints will include, but may not be limited to, quality of work or overall service received by the customer from the participant. Quality of service The Glass Express participant will ensure that a staff member who has received the training course provided by ICBC is on site at all times during business hours to write a complete and accurate estimate according to program standards. To reduce possible delays for our mutual customers, please advise ICBC of any closures due to unforeseen circumstances. windshield repair Eligibility for windshield repair is based on: Comprehensive coverage in effect as of the date of loss, and Passenger and light commercial vehicles with a GVW under 8,800 kg. 1 ton pickups and motor homes (excluding Class A type) may be eligible for windshield repair, PGO authorization is required. The Glass Express participant deeming the work required to be safe and appropriate to repair. 5

8 Windshield Repair claims must not be invoiced for payment when damage is: In any area that may compromise the functionality of systems integrated with the windshield (i.e., Lane departure camera). On a windshield that is already requiring replacement. A heated windshield only if the damage is in the area of the heating elements/wires (i.e., wiper park area or for some vehicles, the entire windshield). Damage is a previous repair that has failed. In the drivers critical viewing area, this area is defined as: 30cm (12 ) wide, centered on the drivers position extending from the top to the bottom of the wiper sweep. Repaired damage must not be in contravention of the BC Motor Vehicle Act or greater than 0.6cm (1/4 ) in the drivers critical viewing area. Repairing a windshield is not recommended if the damage is: Greater than the size of a loonie in diameter. Important: Windshield repairs must be in compliance with the BC Motor Vehicle Act Regulations. Note: A void must be present Cosmetic damage (pitting) which does not penetrate the plastic interlayer of the windshield is not eligible for ICBC Windshield Repair. If the customer requests a repairable windshield to be replaced, this choice is identified in Glass Web Express via the Owner Requested Replacement Yes/No radio button. In the occurrence where there is more than 3 areas of damage on the windshield, all visual damage within the program criteria must be addressed. The choice to repair all visual damage on a single claim or replace the windshield will be at the discretion of the Glass Express participant. Failed windshield repair A windshield repair failure occurs when a previously repaired chip or crack has spread beyond its original repaired state. When a windshield repair failure occurs: The customer is asked to return back to the original Glass Express facility identified on the CL14BXR, and If the customer is able to return to the original Glass Express facility then the Windshield Repair Allowance will be deducted from the Failed Windshield Repair. The Glass Express participant must contact Provincial Glass Operations (PGO) to confirm the failed repair. The windshield replacement will be subject to the comprehensive coverage, and applicable deductible, as of the date of the windshield repair failure. Note: If the customer is not able to return to the original Glass Express facility which performed the original repair then the windshield repair allowance will not be deducted from the windshield replacement claim. A Glass Express participant must not submit a windshield repair estimate for payment in Glass Web Express system if the windshield repair has failed during the repair process. 6

9 Windshield Repair Compliance Poor audit results and/or documented non-compliance by way of a Glass Compliance Review form (CL395) may result in sanctions being applied, such as the removal of access to perform windshield repairs via Glass Web Express system and the removal of the ability to direct bill ICBC for windshield repairs. Claims can only be processed by Glass Express participants that maintain a permanent location. Windshield repairs cannot be completed at a temporary location meant to facilitate or attract multiple customers (i.e., tent or kiosk location in a parking lot). Glass Express participants can offer mobile repair services. performance management A performance management model has been developed to support the Glass Express Program which is comprised of three primary mechanisms/tools: compliance reviews, audits, and performance reviews conducted by ICBC. Objectives Help identify potential opportunities to improve both the administrative and technical aspects of the glass process for the benefit of our mutual customers, Industry and ICBC Monitor and promote the Glass Express participant's performance. Monitor and promote the Glass Express participant's compliance with ICBC policies and standards. Minimize potential financial risks to ICBC through the use of appropriate auditing controls. Compliance Reviews Purpose Compliance Reviews have several purposes: To maintain open dialogue and good working relationships. Identify, or follow-up on, potential performance and/or compliance issues. Suggest methods of improvement and provide guidance on specific issues if/as required. Take the more serious issues through proper mechanisms (e.g., audit, performance reviews, supplier conduct). Scope The scope of these visits may include work in progress and completed work. Required and/or completed work will be compared against the estimate for accuracy and compliance with ICBC policies/standards. ICBC will also inspect vehicles for repair quality and safety. Reviews may also be completed during the estimate approval process to ensure proper compliance is being adhered too. Depending on the findings, some guidance on specific issues may be provided during the review. Where the issue is deemed serious, ICBC will pursue the appropriate mechanism (e.g., compliance letter, audit, performance review, or supplier conduct). 7

10 Frequency/Triggers ICBC may conduct compliance reviews on any Glass Express participant at any time and without notice. Compliance reviews may be conducted based on a risk assessment and/or specific triggers. Outcomes All findings positive or negative will be documented on a Compliance Review (CL395) form and retained in the participant's electronic supplier file, where all relevant performance and/or compliance information is maintained. As well, the findings will be used as part of future audits and/or performance reviews. Compliance Review Form (CL395) The Compliance Review form is used by ICBC staff to document any issues identified during the review of a Glass Express participant s estimates or when conducting vehicle inspections. Issues may include variances from program standards and customer feedback. Summary notes are also documented on the form. Audits Purpose he purposes of audits are to: Determine whether a participant is complying with ICBC s policies and standards as stated in this document and in the Claims Procedures. The number of files reviewed and level of detail for each audit corresponds to the participant s ICBC claims volume and to potential issues and/or risks identified through past visits or reviews. Provide information for use in future compliance reviews. Frequency/Triggers ICBC may initiate audits for any participant based on specific triggers. These triggers may include: Results of past compliance reviews variance/compliance concerns may be serious enough to warrant further investigation to determine whether the issues are isolated or systemic, or related to poor estimating/business practices. Ongoing poor trending may warrant further investigation and/or file reviews to determine why the participant is continuing to trend poorly. Customer complaints/tips. Regularly scheduled audits. Outcomes ICBC will document audit results. These results will be retained in the participant's electronic supplier file where performance and/or compliance information about each participant is maintained. ICBC will use these results to facilitate any required follow-up in the form of future compliance reviews, audits or performance reviews. Where applicable, the results may also be used to support specific consequences. 8

11 Release of files to ICBC for the purposes of an audit, compliance review or vehicle inspection The Glass Express participant will make available all original documentation as specified in the program documentation requirements, for the purposes of an audit, compliance review, or vehicle inspection, which may take place off site. If the participant wishes to retain copies on site during the file review all associated costs will be absorbed by the Glass Express participant. All original documentation required by ICBC will be made available upon request. At the request of ICBC, that documentation may be removed from the participant s facility in order to conduct that review. All original documentation will be returned to the participant within 30 days. Performance Reviews Purpose The purposes of performance reviews are to: Share and discuss performance and compliance results with a Glass Express participant. Obtain feedback from the Glass Express participant about potential opportunities to improve ICBC s policies, procedures, and processes related to material damage. Recognize a Glass Express participant for positive performance and compliance. Identify and clarify potential improvement opportunities, expectations, and outcomes. Depending on the results, performance reviews may also include a guidance component designed to help the Glass Express participant improve its overall performance and compliance with ICBC policies and standards. Frequency/Triggers ICBC may conduct a performance review of all aspects of a Glass Express participant s business in relation to ICBC and discuss the results with the Glass Express participant. Depending on results, performance reviews can influence the number of future Compliance Reviews and can trigger an audit if compliance issues are identified. Additional performance reviews may be conducted in the case of Glass Express participants with poor compliance results. Outcomes Performance review results, along with any identified follow-up action items, will be summarized in writing and a copy will be provided to the Glass Express participant. Poor Performance Review Discuss findings with the Glass Express participant and suggest methods of improvement as part of the review. It will be required that the Glass Express participant provide a written business plan identifying areas and processes for improvement. In addition, the Glass Express focal point and/or manager may be required to retake the Glass Express online training course as specified by ICBC. ICBC may conduct additional Compliance Reviews to monitor progress and provide further guidance, supplemented by additional performance reviews every 90 days until the Glass Express participant has improved and/or the issues identified have been resolved. When the first performance review is initiated; the Express Participant s will be removed from ICBC s Find a Service Location on icbc.com. 9

12 If the Glass Express participant has not improved within 90 days of the initial performance review, they will retain their Glass Express status but will remain off ICBC s Find a Service Location on icbc.com and in addition not be able to initiate, complete and invoice for windshield repairs. If the Glass Express participant has not improved after 180 days of the initial performance review, they will be referred to the Supplier Conduct Committee for consideration for continued participation in the Glass Express Program. Affected Glass Express participants that demonstrate improvement as defined in a performance review will have the opportunity to regain lost privileges incrementally. Note: When a poor performance review has taken place and the report has been delivered to the shop, the next performance review will be concluded within 90 days. Any outcomes from performance reviews will also take place on or before the 90th day. Performance Review Time Line Chart Positive performance review Poor performance review Performance review #1 N/A Removal of shop name on ICBC s Find a Service Location (referred to as removal from icbc.com ) Performance review #2 90 days after initial performance review Performance review #3 90 days after performance review #2 (i.e., 180 after initial business review) Reinstate icbc.com listing Reinstate ability to initiate, complete and invoice windshield repairs Remains off ICBC s Find a Service Location (referred to as removal from icbc.com ) Losses ability to initiate, complete and invoice for windshield repairs Referral to Supplier Conduct Committee (SCC) for review Possible termination of Glass Express status for a minimum of six months Other Serious Issues If the Glass Express participant: makes an intentional, negligent or fraudulent misrepresentation to ICBC or any of its customers or otherwise; or commits an unlawful act, willful misconduct or fraudulent misconduct in carrying out any aspect of motor vehicle repair work, whether or not such aspect of the Glass Express participant s business is connected with, or relates to, the Glass Express Program or an ICBC claim; then ICBC may take all manner of action against the Glass Express participant, including removal from the Glass Express program, and/or removal from ICBC s supplier system, regardless of the Glass Express participant s performance reviews and audit history. 10

13 image and documentation requirements Digital images Digital images of the vehicle damage must be taken for every Glass Express estimate at the time of claim initiation. This applies to all claims whether the claim was created or retrieved by a Glass Express Participant. Glass Express participants must take digital images, at a minimum 640 x 480 resolution (image size) that clearly identify the vehicle and accurately show the damage, to ensure consistent documentation of the following: damage for each glass claim. glass part options. to support requests for additional parts and/or labour. The following list identifies the minimum digital images to be taken. All Claims 1. Photos taken from perspectives showing all four (4) corners of the vehicle including license plate 2. Vehicle Identification Number (VIN) 3. Odometer Glass Replacement Claims 1. Images clearly showing the options of the glass being replaced (i.e., Shade Band, 3rd Visor Frit, Rain Sensor, etc.) 2. Any R & I items 3. Windshield identifier marking (bug), windshield only claim 4. Close-up of damage Windshield Repair Claims 1. Photo of the entire windshield with damage(s) clearly identified. Damage(s) may be circled with a grease pen or otherwise visually marked. Image storage requirements Prior to submitting an estimate through GWE, store all of the required claim related images using the Claims Document Image System. (Refer to your Claims Document and Image System Supplier User Manual for instruction on uploading digital images). Note: Images that do not clearly identify the vehicle, the glass and its option(s), or that are not stored to CDIS, may result in a lesser amount being paid or the claim not being paid at all. 11

14 Estimate and documentation storage All Glass Express participants are required to keep each CL14BX/R, with all original documentation supporting the estimate. This information must be kept for a minimum of two years from the Date Work Completed. This applies to all claims processed through the Glass Express participant whether submitted electronically through Glass Web Express or not, and applies to all claims whether the claim was created by a Glass Express Participant or ICBC. Original documentation includes: A receipt showing the method of deductible and/or tax payment, if applicable. A copy of the credit/debit card transaction slip. A copy of the latest ICBC approved version of the estimate (CL14BX/R) that has been signed and dated by the customer and certified by the Glass Express participant. Parts Invoices: Original parts invoices with claim number identified. Original purchase invoice/packing slips for clips used. Billing cost plus 25% when NAGS is not listed, the packing slip and or invoice must be provided detailing all applicable pricing. When parts (i.e., Rain Sensor gel, pads, mouldings supplied by the roll or glass) are multi-use or purchased in bulk photo copy(s) of the original documentation must be stored in the claim file with the applicable claim number identified. Note: Claims that are submitted for payment that include a moulding where the bar code or part label is not attached will be returned to the Glass Express participant unpaid. Those claims that are submitted for payment through the glass system, where no bar code or part label is in the file during a file review or audit, will have the moulding billing removed. how program standards are measured Glass Express participants will be measured in the following areas. These measurements apply to all ICBC estimates whether: initiated by ICBC or the Glass Express participant. submitted to ICBC via the Glass Web Express system or any other means. The following program standards will be monitored and when required documented by ICBC by way of estimate approval process or review of submitted final invoice for payment. Exceptions identified in Estimating and/or Documentation may result in ICBC initiating a Compliance Review or an Audit. Outcomes of Compliance Reviews, Audits and Performance Reviews are listed in the Performance Management section of this guide. 12

15 Estimating Vehicle owned/leased by shop, family member or employee of shop GST or PST registrant identified Damage is consistent with reported loss type VIN identified matches vehicle Prior authorization Windshield repair versus replace decision Windshield repair quadrants correctly identified Part or price invoiced correctly Labour invoiced correctly Apply appropriate discount Insured Statement Certificate of Work Completed Dealer trade-in policy Glass Express participants must not initiate a Glass Express claim for any vehicle owned or insured by the participant, their immediate family, any of their employees, or for any vehicle received as a sublet repair from another facility. The participant is required to identify if the customer is a GST registrant and the percentage or PST exempt. Participants are required on all claims to confirm whether or not the damages appear consistent with the circumstances of the reported loss. Participants are required to validate the VIN identified in the Glass Web Express system with the customer registration. Participants must receive PGO authorization for items such as regulators, run channels, appliques or any exception items. Participants are required to ensure that the most cost effective repair vs. replace decisions are being made. Participants are required to select the appropriate quadrant(s) and number of chip(s)/crack(s) in the Glass Web Express system. Participants are required to ensure all part pricing with appropriate discounts and markups are invoiced correctly. Participants are required to perform all labour operations that are being invoiced. Participants are required to apply the current NAGS discount as identified in the National Auto Glass Specifications Glass pricing policy. The participant is required to have the customer sign the bottom part of the final version of the printed CL14BX/R to indicate his/her satisfaction with the work completed. The participant is required to sign the bottom part of the final version of the printed CL14BX/R to certify the account complies with the terms and conditions of the CL14BX/R and that all parts and/or services have been supplied or performed and that the customer s portion has been collected. The claim must be initiated prior to completing the sales transaction (title transfer) at a dealership and the work must be completed within 7 days of the completion of the sales transaction. 13

16 Estimating Failed Windshield Repair policy Replacement cost policy Required photos Moulding not required Parts replaced consistent with loss Claim number on invoice Packing slip or barcode label for part(s) Receipt for deductible The participant must contact Provincial Glass Operations (PGO) to inform of a possible failed windshield repair. The Express Repair participant will ensure new OEM parts have been used where appropriate, and no depreciation has been applied to the parts or labour. Participants are required to take clear digital images that accurately identify glass damage and to ensure all required photos are uploaded to CDIS as detailed in this guide. Documentation does not support moulding replacement. Participants are required on all claims to confirm whether or not the parts being replaced are consistent with the circumstances of the reported loss. The participant is required to ensure all original invoices are labelled with the applicable claim number. When mouldings are replaced (with a retail price of $101 or more) the bar code or part label from the moulding package must be attached to the part invoice/packing slip. The participant must be able to supply a copy of the receipt documenting the method of deductible and/or tax payment from the customer, when applicable. Credit/debit card transaction slip must be retained on file. Adertising All approved Glass Express participants are eligible to use the Glass Express name and logo in media advertising. All forms of advertising are subject to the terms and conditions as outlined in the Claims Procedures, Glass Express Agreement, and Glass Express Program Guide. Any Glass Express facility wishing to use the Glass Express logo or reference the Glass Express program in media advertising of any type is required to contact Supplier Programs and Administration for approval. Use of the Glass Express logo must be in compliance with the Glass Express agreement. ICBC will provide written approval on all advertising, including web sites. Advertising of any additional value-added services and or products in conjunction with an ICBC claim, logo or any reference to the Glass Express program is prohibited. 14

17 Orange Blue Black Full Colour Blue Pantone 286 Orange Pantone 165 Black All Black Logo Glass Express colours Black, Pantone 286 blue, Pantone 165 orange Minimum width of Glass Express Logo = 1.5 inches Minimum white space surrounding logo 1/3 of the width of ICBC mark The logo can also be printed all black. Glass Express program feedback and terms and conditions Program Feedback A Glass Express participant may identify and bring forward issue(s) for resolution. Feedback will be tracked and monitored to ensure quick resolution to issues identified. To send your inquiries or comments go to the Glass Express Programs Page and click on the Provincial Glass Operations link. Terms and Conditions The Glass Express participant is required to comply with; ICBC Claims Procedures ICBC Glass Express Program Guide ICBC Glass Express Program Agreement The Glass Express Program Agreement with ICBC has a term of one (1) year, unless terminated by either party. The Glass Express Participant may withdraw from the program at any time with thirty (30) days written notice to ICBC. Glass Express Program requirements may change from year to year, without prior notice, as a reflection of advances in the industry and in customer service standards. Can you lose your Glass Express? You could lose your Glass Express for any of the following: failure to complete quality, safe, guaranteed work, deviation from the terms and conditions outlined in this program guide, GWE, ICBC Claims Procedures and/or the Glass Express Agreement, 15

18 unauthorized use of ICBC proprietary marks, failure to maintain current qualifications for Glass Express, making false statements on the application and/or renewal for Glass Express, intentional, negligent or fraudulent misrepresentation to ICBC or any of its customers, the Glass Express Participant is insolvent, or is not meeting its financial obligations to third parties as they become due, there is any outstanding tax demand, garnishing order or other court order against the Glass Express Participant, a proceeding for the relief of creditors or any petition under the Bankruptcy Act of Canada is filed by or against the Glass Express Participant, and is not discharged, failure to maintain training requirements. Loss of ICBC Glass Express status ICBC reserves the right to withdraw Glass Express status at any time. Upon withdrawal of the ICBC Glass Express Program, all materials relating to the ICBC Glass Express Program are required to be returned to ICBC and all reference to ICBC Glass Express are required to cease immediately. Appeal process The ICBC Supplier Conduct Committee, prior to any action being taken, will conduct a review of all documentation supporting the removal of a participant s status. If your ICBC Glass Express status is withdrawn you may apply for arbitration. Please refer to the ICBC Glass Express Agreement for details. If the arbitration is unsuccessful, you may reapply to participate in the program under the guidelines set out by the Arbitrator. EP4 (052018) 16