Bulletin
ICBC – Auto Claims Model Launch – Meeting with ICBC Business Leaders – Union Response Update #5
June 10, 2025
To: All MoveUP members at ICBC in Customer Service Adjusters, Claims Adjusters, Claims Adjusters Commercial, Claims Examiners Commercial roles and all ICBC JS/EC/EB
On Thursday, May 29, 2025, your Auto Claims Model Committee, MoveUP Vice-President Dimitri Ossinsky, and Senior Union Representative Trevor Hansen met with ICBC business leaders’ representatives including Natalie Fafard, Jennine Simister, Joanne Thornley, and Lauren Kohut. Discussed in the meeting were the ongoing issues and concerns that have been raised about the rollout of the new Auto Claims Model (ACM).
Prior to the meeting we sent ICBC a four-page document outlining questions, concerns, feedback and suggestions on the ACM and roll-out. In the meeting we wanted to learn more about the origin of this model and seek acknowledgment and accountability for its shortcomings. ICBC on the other hand, took the position of only discussing the topic from a forward-on perspective.
While we believe it would be best to analyse the start of the ACM, we agreed to a collaborative approach that looks forward to find solutions to specific aspects that are causing stress, burnout, and disengagement among members. We managed to make progress on a cursory basis on the following issues: Training & Support and Metrics.
Training & Support
It is the view of the Corporation that the training was intended to be both gradual and supportive during this transition. We have heard from our members that this is patently false. Many of you have expressed the wish that training was done prior to the rollout of the new model. ICBC’s view concern is was that the training would not have been relevant, and that the material would have been overwhelming.
Positively, ICBC has agreed that additional training will be considered. They are considering our request for more training, including in smaller groups, and specifically the how and why claims are processed a certain way. They are also considering our request for adding a companion type support mechanism for Auto Claim Specialists II and up. Having subject matter experts to reach out to in real-time will be a great asset for our members.
Metrics
We confronted ICBC about reports that managers are requesting from our members, requiring a set number of Make Initial Contact (MIC) activities to be completed per day. Their response was that a blanket approach to Make Initial Contact (MIC) activities should not be occurring. Each claim requires it’s own investigation and until the ACM model has reached sustainment ICBC is pulling back on specific deliverables.
If you receive any communication from your manager setting out expectations for the number of MICs to be completed in a day, immediately forward that email or any relevant screenshots to acmfeedback@moveuptogether.ca. ICBC agrees that each claim needs to be adjusted on its own merits, and our view of this statement is that the MIC activities should be not forced to follow certain deadlines. This is particularly important due to the steep learning curve our members are going through with the ACM roll-out.
Further Issues to Address
Our latest discussion with ICBC business leaders did not include the ongoing Workload Complaint, Job Evaluation Review, or our Psychological Health Impact grievance. We continue to work on these important items through separate avenues established in our Collective Agreement. We are also prioritizing these issues and will send updates on these matters separately.
Looking Forward
ICBC has signaled commitment to meeting with us regularly regarding the ongoing issues with the ACM rollout. We will continue to work with the Corporation on the ACM, as well as other serious workplace issues. We are hopeful that our ongoing discussions with ICBC will be productive, resulting in practical solutions and a significantly improved work environment.
We have made sure ICBC knows that you (our members) are feeling unsupported, unheard, and unvalued. We’ve heard from you that pride in your work is fading away, as you’re unable to support your customers with the great level of service that you are accustomed to providing.
Working in Solidarity
While we appreciate your passion for your work, it is important to remember that claims are not your personal responsibility. Claims are ICBC’s work that they pay you to do. You may want to put in some extra time, or skip your breaks, but this causes more harm to you and your co-workers in the long run. Management may use the trend of unpaid/overtime work data to establish unreasonable expectations. We need to work together and support each other – and that means finishing only what we can reasonably accomplish during our allotted work hours.
We want to continue hearing from you. No concern is too minor and your feedback to us will be kept confidential. Any documentation that can be provided is useful for us. Please contact us at acmfeedback@moveuptogether.ca and we will continue to advocate on your behalf.
In Solidarity,
Dimitri Ossinsky – Vice-President, ICBC
Trevor Hansen – Senior Union Representative
Auto Claims Model Focal Point Stewards:
Auto Claims Specialist I – Yvonne Thompson
Auto Claims Specialist II – Missy Besanger, Kathy Nadurak, Steven Uren-LaClaire
Senior Auto Claims Specialist – Brian Martens, Surinder Cheema
Advanced Auto Claims Specialist – Russ Garrett
