Non-Express Glass Shops Glass Program Redesign ign August 22, 2019 1
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Facil cilit itator Juliet Irwi rwin Change Management & WebEx Host 3
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Welco lcome Sonny Senghera Kevin Walsh Joanne Thornley Manager Stakeholder Manager MD Operations Manager Relations Program Services Estimating Services Glass/Rental/Parts PGO 6
Agenda Backgr ground and Objectives What This May Mean To You Q&A Program Highlights Next Steps 7
Bac ackgro round an and Ob Objecti tives 8
Background and Objectives The Case for Change ICBC’s Material Damage Programs areoutdated, do not meet industry standards, and lack the controls necessary to curb escalating claims cost trends that are partly driven by increasingly complex technologies in vehicles. ICBC needs a program that: Focuses on long- Is built on input Effectively Rewards and term trends from Industry and manages promotes high shaping the is mutually performance and performing changes in the beneficial and control. suppliers glass industry. sustainable.
Background and Objectives Feedback ck from Industry Conducting multiple industry pain point sessions provided valuable feedback to inform design of the new program. Feedback included: “ “ “ All participants in the GWE is not bad but there ICBC could provide program need to be held are some enhancements more information “ “ “ to the same standard that could be made to shops “ “ “ The Glass Industry is ICBC requires suppliers to People are leaving the rapidly changing, ICBC complete a number of industry – retention is and shops are not processes not required by “ becoming an issue “ “ prepared other insurers 11
Background and Objectives Industry ry Advisory ry Committee Feedback ck 6 Total >10 1000 00 Sticky notes Industry 10 10 sessions and ideas Attendees Industry Consultation Consult on Refin ine detaile iled Finaliz ize Develop concepts s wit ith desi sign through program desi sign proble lem Begin in hig igh-le level l Industry workin ing and statement and desi sign Advis isory sessi ssions s wit ith imple lementatio ion success s factors s Commit ittee indust stry experts activ ivit ities (IAC) 12
New Progr gram Overvie iew Changes to ICBC’s glass repair program are part of a suite of changes we’re making to get the car insurance system back on track and better for B.C. Largest change to ICBC’s Reward and promote high- One set of requirements for glass repair programs since performing glass repair participating shops to ensure shops the early 2000s. safe and proper repairs at the best market value. 13
What at This May ay Mean an To You 14
Discontinuin ing g the Direct Bill lling g Rela latio ionship ip with ICBC BC What happens after We will be phasing out direct There will be a two-year transition period? billing for non-Express glass transition period to phase shops. out direct billing effective from the start of the new program. 15
Future re Non-Expre ress Glass Shops When the customer chooses to have their glass repaired at a non-Express facility, ICBC will advise the customer of the following: • this is a not an ICBC-accredited facility, • the facility will not be able to directly invoice/bill ICBC, and • the customer must pay for the repairs and then seek ICBC reimbursement. • ICBC may not reimburse all charges billed to the customer. Customer re retains rig right ht to cho hoose any glass re repair shop op. 16
Applying to the New Glass Repair r Progra ram Interested in applying to the new program – what’s required? How can I find out more about the minimum requirements? 17
Questions? Expand or minimize the feature Select who you want to send your question to. Please send to “All Panelists”. Type your question here
Prog ogram Highli hlight hts 19
Tiering and Program Structure Glass Supplier r Tieri ring The redesigned Glass Program would segment the supplier market into three tiers. Ranking and tier placement of supplier would be conducted annually and measured based on their KPI performance. • Top 20-30% of shops per region (percentage figure is to be determined) • A fixed percentage of shops by region • Tie ier 1 Highest level of benefits • Majority of shops Tie ier 2 • Meet minimum qualifications and KPI requirements specific to regions • New entrants during the assessment period Asse sessm sment Tie ier • Shops placed in performance review • Candidates must meet minimum qualification requirements to enter program Applic licatio ion Process ss 20
Tiering and Program Structure Tieri ring Benefits The program is designed to differentiate the tiers and incentivize shops to reach Tier 1, while maintaining tangible benefits as a Tier 2 supplier. Marketing Channels Documentation Claims Processing Financial Benefi fits Highes est ex exposure via Reduced requirements Incr creased ed autonomy – All shops eligible for shared phone messaging and Same as Tier 2, and no No approval required benefits program ICBC shop locator photos uploaded for for exceptions Tie ier 1 Curren ent payment ter erms placement repairs General placem emen ent on Reduced requirements Curren ent autonomy – High-per erforming shops eligible ICBC shop locator Requirement for four All exceptions require for shared benefits program Tie ier 2 vehicle corners approval by PGO Curren ent payment ter erms eliminated No ICB CBC C market eting All existing photo No autonomy – PGO Not eligible e for shared support requirements approval required on benefits program Asse sessm sment Tie ier all claims submitted Longer paymen ent ter erms 21
Supplier Intake and Requirements Supplier r Evaluation Cycle – new suppliers rs entering the progra ram The business-as-usual supplier evaluation cycle would be over 12 months. Supplier performance would be measured by Key Performance Indicators (KPIs) to determine the supplier’s placement and ranking in the Glass Program. Annual Tiering Evaluation Annual Tiering Date Date Date Evaluation Cycle (12 Months) Evaluation n Cycle Evaluation n Da Date Static Tieri ring ng Da Date Supplier performance would be Supplier performance would be The annual tiering date would be a set monitored and evaluated over a 12 evaluated through their KPIs at the end date when promotions and relegations month period. of each evaluation cycle to determine take effect for all shops. potential movements between tiers. 22
Supplier Transition SCENARIO:Transitioning into the new progra ram This example demonstrates a Glass Express supplier and their transition into the new program and movement among tiers. All existing Glass Express suppliers would start as a Tier 2 supplier for the Transition period, after which the first tiering would take place. Program Launch First Tiering Annual Tiering 1 Tie ier 1 Promoted to Tier 1 12 months 12 months Tie ier 2 2 2 Begin as Remain as Tier 2 Tier 2 3 Asse sessm sment Tie ier Relegation to Assessment Tier Exit from Program 23
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