Bulletin
ICBC Auto Claims Model Launch and Union Response
February 20, 2025
To: All MoveUP members at ICBC in Customer Service Adjusters, Claims Adjusters, Claims Adjusters Commercial, Claims Examiners Commercial
ICBC recently launched its Auto Claims Model. Before outlining our action plan, we want to acknowledge how difficult this transition has been, particularly for members in the Material Damage division.
We recognize that you are highly skilled professionals who take great pride in serving the people of British Columbia. The challenge is not in your ability or dedication—it’s that many of you have raised the concern that ICBC has not provided sufficient training, tools, or support necessary for you to succeed in these changes.
Each of you was hired because you go the extra mile, care about customers, and hold yourself to high professional standards. These qualities are what make ICBC successful. As ICBC evaluates the impact of its Auto Claims Model, it cannot focus only on numbers—it must prioritize people.
We know you are working hard to get the job done, and ICBC knows that too. But this comes at a cost—to your mental health, work/life balance, and professional and personal relationships. That is why we are actively advocating for practical and reasonable solutions to make this transition smoother, including:
- Comprehensive in-person or real-time virtual training
- Live support for different claims queues
- Expanded overtime options
- Ongoing consultation with members to ensure open dialogue
We will continue to ensure all levels of ICBC are aware of these challenges and work toward solutions that support you.
What We’re Doing to Support You (Action Plan):
- Appointing Job Stewards for Impacted Positions
We will assign job stewards for each of the four impacted roles:
- Customer Service Adjusters
- Claims Adjusters
- Claims Adjusters Commercial
- Claims Examiners Commercial
Once these positions are filled, we will send out their contact information, so you know who to reach out to for support.
- Conducting a Job Evaluation Review
Job evaluation will be a key part of assessing the impact of these changes. We have already begun work with our Job Evaluation Officers and will provide updates as the process moves forward.
- Filing a Workload Complaint Under LOU 18
On October 21, 2024, we launched a workload complaint under LOU 18 (pp. 171-173) of our collective agreement to address the concerns of Claims Adjusters and Commercial Claims Adjusters.
Since then, we have established a workload committee that has met multiple times with ICBC and put forward seventeen recommendations—including measures to support the transition to the Auto Claims Model.
- Ongoing Discussions with ICBC
We have already met with ICBC leadership and will continue ongoing discussions to relay your feedback, concerns, and ideas.
Mental Health Resources Available to You
This transition is stressful, and we encourage all members to prioritize their well-being.
- Sun Life Mental Health Benefits – MoveUP members have $2,500 per year for clinical counselors, psychologists, psychotherapists, and social workers.
- Employee and Family Assistance Program (EFAP) – Free and confidential support is available at 1-866-395-9191.
We strongly encourage members to take advantage of these resources—I have used them myself and can personally vouch for their value.
Final Thoughts
Please look after yourselves and your colleagues during this transition. Remember: The work does not belong to you—it belongs to ICBC. Do your best, take it claim by claim, and know that your hard work is valued by British Columbians. We are here to support you and will continue advocating for the tools and resources you deserve.
If you have immediate concerns, please reach out to your union representative or email
DOssinsky@moveuptogether.ca and THansen@moveuptogether.ca
In Solidarity,
Dimitri Ossinsky
Vice-President, ICBC
