ICBC debuts online licensing wait times and claims checks

Published: March 22, 2017

Updated: July 24, 2018

Author: Luke Jones



The Insurance Corporation of British Columbia (ICBC) has reformed its claim status reporting, while British Columbia has reformed the driver’s license waiting process. Customers can check the status of claims and wait times at licensing offices online.

In a press release on Wednesday, ICBC said that current wait times at 14 of ICBC’s highest-volume driver licensing offices are now available to customers online. The provincial insurance provider says the introduction helps customers choose when and where they want to visit and will alleviate ques and waiting times.

The online claims services have also been change to allow customer to check their claim without having to make a call. A claims status check is available at

“We’re focused on making it more convenient for our customers to interact with us – serving them in the way they want to be served,” said Mark Blucher, ICBC’s president and CEO. “From reducing wait times for licensing transactions to reporting and checking claims online, our goal is to meet the changing needs of our customers.”

The introduction is a part of the ICBC trying to modernize its services and make processes simpler for customers. Last year, there were 1.2 million transactions at ICBC licensing offices. “Knowing the expected wait time before arriving at our licensing offices will help ensure an improved customer experience,” the release added.

Queue management tech with drive the provider’s new service, which will allow real-time checks of waiting times. The feature is available for these offices: Abbotsford, Burnaby (Lougheed Hwy.), Burnaby (Metrotown), Kelowna, Langley, Nanaimo, North Vancouver, Port Coquitlam, Richmond, Surrey (78th Ave.), Vancouver East, Point Grey and Royal Centre, and Victoria (McKenzie Ave.).

Over the past year, ICBC has been adding and enhancing technology services for customers, including:

  • More than 355,000 online driving records and more than 112,000 online claims history letters have been completed since the new service was introduced last year;
  • ICBC launched an improved “find a location” tool on its website last March. This mobile-friendly tool helps customers find their nearest ICBC location and hours of service; and
  • The premium impact estimator help customers estimate the impact of an at-fault claim on future Autoplan premiums.