ICBC quarterly newsletter

FOR ICBC EMPLOYEES

Team finish

in this issue GLP changes help make roads safer

Enthusiasm and opportunity in Fort St. John

A day in the life of a BI adjuster

Hundreds of ICBC employees prepare for Bill 93

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5 Some members of the team that has led hundreds of ICBC employees to the finish line in preparing for the rollout of Bill 93. Pictured (l-r) back row: Doug Gormican, Bill Sinclair, Harry Pylman and Colin Meyer. Middle (l-r): Danny Piry, Karen Hausch, Reeshma Devji and Joanne Briault. Front (l-r): Fred Squires and Ken Wong.

6 Security matters

The coloured communication tactics chart spans the table in Harry Pylman’s office. A massive spreadsheet lists 2,700 items for review. And Colin Meyer oversees the biggest Business Requirements Document (BRD) that his co-workers have ever seen.

It’s all part of ICBC’s preparation for Bill 93 implementation. After monitoring the bill since late 2003, the team hit full speed last year

when the legislation was passed, to take effect June 1, 2007.

Bill 93 provides a common legal framework that applies to ICBC and its competitors. With our optional coverage removed from legislated regulations, we will now produce a policy booklet for customers, as our competitors do.

While this presents a fundamental business change, most of our immediate change needs

were administrative and logistical.

One of many systems changes resulting from Bill 93 occurred in April 2005, when five special coverage policies that formerly required manual completion were put on the broker extranet. Ken Wong was the IS team lead.

More than 50 insurance and information services people worked on that one mini-project, explains Fred Squires, manager of Commercial continued on page 2

Inside ICBC—readership survey results The results are in—thank you to the 414 employees who provided feedback and suggestions in response to our Inside ICBC readership survey. We’re pleased to learn that most employees think Inside ICBC is informative, interesting and meeting your needs for information about our business and our employees.

Some survey highlights:

n 99% agree that Inside ICBC is people-focused.

97% agree that they usually learn something new by reading Inside ICBC. n

94% give Inside ICBC an overall rating of excellent or good. n

n 89% agree that Inside ICBC has increased their understanding of the work we do at ICBC to support achieving our vision and goals.

Of those of you who have read at least one of the Road Ahead inserts, 97% agree that they help you understand ICBC’s business

strategy and 95% say they help you understand the priorities ICBC needs to focus on to be successful.

While we’re pleased that Inside ICBC is an important information resource for employees, there’s always room for improvement. For example, some employees suggested we consider moving to a more portable, smaller-sized newsletter for easier portability and filing.

Going forward, we’ll consider these and other suggestions to ensure

Inside ICBC continues to focus on our business and employees in a readable and interesting format. As a first step, with this issue we’ve reduced the size of Inside ICBC from 16 pages to 12, and shortened article lengths to make them more readable.

For more detailed survey results, and to see who won our survey prizes, visit the Inside ICBC webpage on icbcweb, at http://icbcweb/news/ insideicbc/

affected by Bill 93, in a Business continued from page 1 Requirements Document (BRD), which easily outpaced the average 80Insurance, and insurance lead on the to 100-page BRD with its 327 pages. team. He adds that sales of one of the Doug and the underwriters also policies, Excess Underinsured Motorist created content for the new policy Protection, have tripled since the easier booklets, one general and one for online application was introduced to garage and fleets, the latter prepared brokers.

Senior business analyst Colin Meyer with outstanding support from Garage and Fleet staff. It’s was part of a team now mandatory that catalogued and reviewed more than The people to offer a booklet to any optional 4,000 forms, brochures, on this team insurance purchaser; correspondence and are very the booklet is the other items that might customer’s policy, require changes. passionate. and is referenced in Initially, approximately customers’ individual 9,000 web pages from Autoplan documents. icbc.com, icbcweb and the broker Senior forms analyst Lois extranet were also reviewed. Anything Morrison knows personally that 184 that might need change was forwarded forms and about 15 brochures were to Corporate Law for review, even if changed. Forms and Publishing and simply reflecting the name change the e-forms team also dealt with every from Insurance (Motor Vehicle) Act to type of electronic form, some of which Insurance (Vehicle) Act. appear in paper format, too.

Senior legal counsel Doug All forms had to be ready by April Gormican and Underwriting’s senior 22 for renewals of policies expiring June insurance analysts Danny Piry and Ed 1. And because previous regulations will Campbell spent hours reviewing forms apply for the duration of policies sold together. Danny says he probably saw prior to June 1, some old forms must be Doug and Ed more than he did his own family at times. “That’s why they’re kept in stock for another year.

Lois tracks what needs to be like family now,” he jokes. available concurrently, what needs to Colin recorded Corporate Lawbe replaced or destroyed and when. approved changes, plus changes to Keeping all the new and old forms systems, processes and anything else

Team finish

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organized and accessible has created logistical challenges for staff at the Burnaby warehouse, too.

Next step: training. Materials were prepared to train 3,000-4,000 broker staff and 3,500 ICBC staff, explains team training lead Joanne Briault. Claims Education Services and 37 regional claims representatives took on responsibility for informing claims staff. Staff in several other key areas were also trained.

extranet now features Bill 93 support materials, too.

“The team has done a wonderful job,” says Harry Pylman, director of Underwriting and the Bill 93 project’s executive sponsor, noting that many individuals have devoted literally thousands of hours to the project over the past few years. “They’ve taken what may be the most fundamental shift ever in ICBC’s way of doing business and

Fast facts: Bill 93 numbers (numbers are approximate) Number of forms/publications reviewed Number requiring minor amendments Number requiring major changes Number of webpages reviewed Number requiring some type of change Number of broker staff trained Number of ICBC staff trained

Broker Sales Development senior business advisor Karen Hausch and the broker change management team used broker focus groups to assess training needs, gaining key input that informed their process.

Regional Broker Relations and Sales staff (trained by the broker change management team) taught more than 110 three-hour broker seminars throughout the province. The broker

4,000 300+ 100 9,000 250 3,000-4,000 3,500

brought it in smoothly.”

“The people on this team are very passionate,” says project manager Bill Sinclair, who joined the team in February after the unexpected passing of the original project manager, Keith Denham. “They feel strongly about doing a good job for the corporation, for our customers, for our partners and for our staff.” l

Nancy Painter

Exceptional broker support = improved customer experience ICBC’s recently updated corporate strategy, the Road Ahead, has a clearly defined focus on the value that brokers bring to our business.

Chris Gibson and his team in the Southern Interior are right on track.

“It’s exciting to be focusing on the brokers and emphasizing their importance in influencing customers’ experience with ICBC,” says Chris.

During his 18 months away from the region while working on several projects, including one-year as acting director of Broker Relations and Sales, Chris focused his attention on how to improve ICBC’s service to brokers with the most applicable tools for their individual needs.

Since returning to the position of regional manager of Broker Relations and Sales, Chris’s earlier work inspires the future direction for his current Broker Relations and Sales team.

These professionals keep the ease of doing business with ICBC at the forefront of their work by providing exceptional and individualized service to brokers.

The challenge in the Southern Interior is to meet these agencies’ needs throughout a diverse

Southern Interior

The Southern Interior Marketing, Sales and Broker Relations team. Pictured (l-r) back row: John Ferriss, broker relations representative; Sue Bolduc, administrative assistant, marketing and communications; Ryan Detwiller, regional coordinator, marketing and communications; Jennifer Namislo, broker relations representative; Claudette Bennison, secretary, AP operations; Susan McAvany, broker relations coordinator; Sharon LaRose, broker relations representative; Alyson Gourley-Cramer, regional coordinator, marketing and communications; and John Graves, insurance sales representative. Seated: Marion Phillips, regional manager, marketing and communications; and Chris Gibson, regional manager, sales and marketing. Missing: Darlene Glanville, insurance sales representative.

geographical area and range of business needs: from urban to rural, and from commercial to recreational.

“The support we provide brokers helps them service their own unique customer markets. In turn, the

education we provide—such as Bill 93 training—keeps our broker partners current on legislative changes and insurance trends,” says Chris.

Chris’s sales team makes it a priority to communicate ICBC’s value to brokers, so that brokers take that message to the customer. The team has learned that this increased communication translates into increased business. When customers believe that the broker has taken the time to understand their needs, they feel more satisfied, and this often results in increased product sales.

With ICBC working hard to demonstrate our value through excellent customer service, and Broker Relations and Sales teams throughout the province partnering closely with Autoplan brokers on this journey, the road ahead will be successful for everyone involved. l Alyson Gourley-Cramer

I n s i d e

I C B C

GLP changes ­helping to make our roads safer Many of us remember turning 16, an exciting birthday because it meant the possibility of obtaining our driver’s licence. It was easier back then; we wrote an exam and jumped behind the wheel of our parents’ car to take the driving test as soon as we could. Unless your work relates to new drivers or you have a teenager at home, you may not be familiar with the complexities of obtaining your driver’s licence these days.

Donna Palamarek, manager of Driver Training and Assessment Standards, knows the system intimately.

She’s logged hundreds of hours working on the Graduated Licensing Program (GLP), and has worked in Provincial Driver Licensing, ICBC/ MVB for 30 years.

The GLP, originally introduced in 1998, was implemented in response to the over-representation of new drivers in crashes. Changes announced this spring were aimed at further reducing the number of crashes that involve new drivers.

ICBC began work with BC’s driver training industry in March 2006 to explore options for an alternative

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Donna Palamarek, manager of Driver Training and Assessment Standards, logged hundreds of hours working on the Graduated Licensing Program (GLP).

approach. Previously, drivers who completed GLP-approved driver training courses (paying tuition averaging between $600-$1,000) were able to reduce their Learner stage from 12 to nine months. In the spring of this year, ICBC removed the three-month

Our Customers

I am extremely grateful for Ken [Stratychuk, Coquitlam Claim Centre) cheerfully jumping to our aid. At the time he helped me I had been at the side of the road for 2½ hours. My car battery had died and I was very wet and cold. (Ken changed this woman’s tire, jump-started her car, and on returning to the office, called a local auto wrecker and located a new tire rim for her.)

Thanks Mike [Delany, Smithers Claim Centre]. Your efforts to quickly and efficiently clear my Jeep claim were really appreciated. That was a terrible time—and your help was instrumental in getting me back on the road. Keep up your great work. Some of us do have good things to say about ICBC (and employees!)

Excerpts from customer letters and emails.

to estimator Jerry Safruik and shake his hand. I wanted him to hear ‘thanks for a job well done’ rather then hear from someone who was upset and grumpy.

Thank you so much [Lisa Winfield, Kelowna Claim Centre] for helping me out last week. It’s greatly appreciated to still see people out there willing to lend a hand. By the way, yes I updated my insurance coverage.

Thank you [Dyan Roberts, Abbotsford DSC] for your care, compassion and professional behaviour while you handled my transaction; I was very happy with the level of service that you provided to me.

The switch from Autoplan 12 to the ICBC Payment Plan is one of the best things ICBC has implemented. I’m very happy about the financing and the options; thanks to ICBC for this improvement.

A very heartfelt thank you to Anita Koivukangas [Kelowna Claim Centre] for your understanding and how wonderfully you treated me throughout the claims process; especially with my husband having a heart attack, we were going through a rough time. Thank you, thank you, thank you.

I wanted to make a special trip to the Fort St. John Claim centre to say thanks

It was my good fortune to have Anju Sehgal as my telephone adjuster—she

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incentive and reduced the Novice stage by six months instead. ICBC’s research shows that Novice drivers are at the greatest risk of crashing at the start of the Novice stage when they are no longer required to be accompanied by an adult while driving. Those crash rates

was professional, knowledgeable, clear, helpful and still empathetic and sincerely caring. As for Ron [Bishop, Kingsway Claim Centre], he went above and beyond doing his job of estimating by explaining what he was doing at each step of the way. I was truly grateful.

Rosy [Fazio, North Vancouver DSC] treated me with such a warm, articulate and professional manner; I felt really well looked after.

Thank you [Rod Keleny, Burnaby Claim Centre] for your devotion and commitment to serving your clients, your willingness to stay after hours to help me, and your additional efforts to find a shop for my vehicle.

Through your assistance I was able to see my son off as his company of soldiers departed from Manitoba for Afghanistan. I cannot express enough my gratitude to you.

It was a pleasure to have Joann [Sartore, 5th & Cambie Claim Centre], as my claim adjuster. She is fair, honest and seemed very sincere. I hope I don’t have to deal with ICBC

Vancouver Island decrease and level out as Novice drivers mature and gain experience. The sixmonth Novice stage reduction is reward for completing comprehensive training and demonstrating safe driving attitudes and behaviours by staying out of crashes and following the rules of the road.

Donna had an integral role in the success of the ICBC/industry working group that was formed to make changes to the program; while there were differences in opinions and strong-willed people, the group was able to reach a consensus regarding the changes to the program.

“The team was great to work with and even though the timelines were extraordinarily tight, they kept their vision based on the success of the program; they were truly dedicated,” said Donna of the working group that included eight ICBC representatives and 12 industry representatives.

Today, new drivers on the road have the advantage of experience, and that’s good news for all of us. l For more information on GLP, visit http://www.dtcbc.com/

Tamara McLean

again as a claimant in an accident again, for obvious reasons, but if I do, I can only hope my adjuster is as professional as Joann.

I’m so thankful for the kind encouragement you [Corrlee Opdahl, Burnaby DSC] gave me in the testing process; I was ready to give up, and you made a big difference.

Thank you [Greg Terry, Kingsway Claim Centre] for your help and consideration. Your kindness and courtesy during the estimating process made a big difference. I was impressed with how thoroughly and efficiently you reviewed the entire car but, as importantly, you were courteous, considerate, and helpful and for this I thank you.

Danny De Keruzec [Central Estimating Facility] is to be commended. He is empathetic, and in a gentle and informative manner helps put the situation in perspective. If ICBC has a program that nominates an employee as employee of the month or the year, I would without any hesitation make Danny my number one choice.

If you receive any customer comment letters or emails, please send them to the editor by email to inside@icbc.com or by internal mail to L299505.

Enthusiasm and opportunity in Fort St. John Fort St. John isn’t called the energetic city for nothing. Bustling with young transient workers, it’s almost a modern-day gold rush town, but this time, the gold is in industry.

People come for the opportunity and don’t stay long.

This might prove challenging to ensuring a stable workforce of capable and engaged employees in the area, but the Fort St. John (FSJ) Claim Centre has a progressive attitude that embraces new talent and cultivates dedication. In fact, Heather Regush, claim centre manager, has the good fortune of employees putting off retirement to continue working. Fran Tuharsky started her career 19 years ago as an office assistant, but instead of retiring in October, she is now a fulltime temporary claims adjuster (CA).

BI adjuster Scott Emslie returned to the area in 2004 after working as a CA in Prince George. He refers to the FSJ staff as family. “We actually have a gong in the lunch room that automatically sounds when the sound level gets too

A few members of the Fort St. John Claim Centre family (l-r): claim centre manager Heather Regush; claims adjuster Fran Tuharsky; and BI adjuster Scott Emslie.

high…and that occurs almost daily!”

“We have a strong group of fantastic people here,” says Heather—herself a beneficiary of succession planning and a transplant from the south. Less

competition for positions in the north enables local talent to emerge and primes employees for advancement.

The office provides the opportunity for exceptional professional growth. For

North/Central Interior Scott, it’s represented in variety. “I’ve been fortunate to work on all levels of injury claims (front-end, represented, and litigated), giving me great experience (and some grey hair!) and benefiting any future career aspirations I might have.”

Claim centres in the Peace region deal mainly with out-of-province claimants and insurance companies, including British Columbians province-wide. Fran estimates that about 90 per cent of oil patch workers come to their office who live in areas outside of Fort St. John.

This could make handling files challenging, but Fran feels otherwise.

“Depending on how innovative you get, this gives you a lot of occasions to shine in the customer service area.”

Certainly the attitude and work ethic of the FSJ ICBC employees shine.

Their enthusiasm and approach to work embodies the corporate strategy with an energy that can’t be found in any renewable resources. l Alyson Gourley-Cramer

ICBC employees taking teamwork to new heights Three ICBC employees are John enjoys competing at a high showing that teamwork pays off—and level, and pushing himself to become they’re keeping it all in the family. stronger and faster with each race. “It’s John Siderfin, CEF estimator; his an adrenalin rush—but it also gives me a sister Kelli Siderfin, Corporate Security sense of achievement, that you focus on assistant at Head Office; and Kelli’s a goal, work hard and prove to yourself fiancé George Power, manager, Logistics what you can accomplish,” he explains.

Services, all race dragon boats and George started out racing with the outrigger canoes. The trio teams up ICBC dragon boat team six years ago. “I with the False Creek loved the fitness aspect Racing Canoe Club and the competition, Team racing is so I switched from the (FCRCC) and won the 2006 World Club recreational teams to the same as life or Crew championships the competitive teams.” work: you pitch in to last year.

Dragon boat crews Kelli’s been racing get the job done. normally have 20 for nine years and paddlers, a steerer and encouraged John to a drummer. Winning join her in the sport about five years means pushing yourself to your limits ago; she met George at a paddling as well as relying on other members competition four years ago. “I love of your team, explains George. being on the water,” she says, “and it’s a “Sometimes we’re short a paddler or very social environment—you meet, and two. Team racing is the same as life compete with, a lot of different people.” and work: when you’re short-handed,

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From last issue...

The quiz in the last issue of Inside ICBC challenged you to find the answers to a crossword puzzle with clues provided on the back page of the Winter 2007 issue.

Pictured (l-r): John Siderfin, Kelli Siderfin and George Power train together on outrigger canoes on the waters of False Creek in Vancouver to qualify for the world dragon boat championships.

or someone needs a little extra help, you pitch in to get the job done. I also keep in mind that the other people on my team are relying on me. If I’m not performing, it becomes evident very quickly. We’re all competitive, and we all contribute to winning the race.”

The three compete in an open division, which draws athletes from all levels, including Olympic calibre racers, as well as on a masters team (over 40).

Congratulations to our lucky prize winners: n Ramash Jaya Madhavan, Nanaimo Claim Centre n Cathie Frezell, Vernon Claim Centre n Lara Clunk, Prince Rupert Claim Centre n David Rice, HR Services n Danielle Alexander, Cloverdale Expressway

This year, they’re training several days a week to qualify to represent Canada at the 2008 world championships in Malaysia with both teams. The qualifiers are in August, with Kelli and George tying the knot this September, “At the end of the racing season,” Kelli points out with a laugh.

Good luck to our ICBC racing champions! l

Kim Walters

This issue’s quiz tests your knowledge of the Bill 93 implementation, featured on the cover of this issue.

Try your hand at the ICBC IQ quiz on page 8 for a chance to win!

I n s i d e

I C B C

Change and challenge: part of a day in the life of a BI adjuster “Every day is a challenge.”

That’s how bodily injury (BI) adjuster Gordon Stott describes his work settling claims at ICBC. Gordon has been adjusting BI claims for four years, currently working at the Newton Claim Centre. What makes his job challenging is the consistent high volume of claims while adapting to changes implemented to better serve our customers and help control BI costs.

The BI cost management strategy, implemented in the summer of 2006, details some of those changes. The strategy focuses on the early resolution of BI files. Some tactics include pre-calling all customers before their appointment, evaluating the claim and making settlement offers at an earlier date.

“There’s more pressure these days because there are stricter measures and targets,” Gordon notes. For example,

Newton Claim Centre BI adjuster Gordon Stott’s job focuses on the early resolution of BI files as part of the BI cost management strategy.

most adjusters have always used some type of diary system to manage their caseload. Since the strategy was implemented, adjusters must keep their diary current to within five days to ensure they take action on a file in a

reasonable time frame.

Change can create concern for the people affected, but it can also create opportunities. “If the strategies ensure adjusters get more early offers out to injured claimants and identify the staff who might benefit from some training or coaching, then that’s great,” says Gordon.

How has the strategy impacted Gordon’s day-to-day job?

“I’m lucky in the sense that I started at BI-by-phone (Centralized Claim Injury Centre), so I’ve already used some of those strategies. It’s not a huge adjustment for me, but it’s different for everybody.”

Success in any job also depends on matching suitable candidates to the knowledge, skills and abilities required for the job.

Our Human Resources team is

Lower Mainland currently focused on identifying the appropriate selection tools for key positions in claims, to ensure new hires are suited for the job they’re applying for. According to Leslie Mitton, manager, HR Advisory Services, “It’s about getting the right people into the right job.”

No matter what strategy is in place, or who adjusts the claim, there’s one thing that’s certain according to Gordon: “The job is customer service—you find out what the customer needs and work with them to resolve the claim. The trust you earn at the beginning can go a long way.” l Cindy Kawaguchi

News from around the corporation Reducing wildlife crash impact There are more than 10,000 wildliferelated crashes annually in BC, generating an estimated $33 million in claims. To reduce the impact of wildlife crashes, ICBC partnered with the University of Northern BC (UNBC), investing in 10 GPS units fitted to 10 trucks in the Prince George area. Truck drivers log sightings of deer, moose and dead wildlife by hitting a dashboard button that plots the exact location and time of the event. ICBC donated the units to UNBC, which will analyze the data and work with ICBC to raise public awareness of areas with high wildlife activity, through solutions such as wildlife location maps to post

on the Internet, more targeted road signage or fencing along higher risk stretches of highway.

New DSC queue reducer Nine Lower Mainland driver service centres recently implemented a new queue technology to better manage customer flow and more evenly distribute customer service representatives’ workload. ‘Q-Matic’ is a web-based system, also in place at the Victoria Mackenzie and Kelowna DSCs, that enables CSRs to manage customer queues from workstation PCs rather than keypads. It also provides more flexibility for DSC managers and supervisors in viewing customer

Would you believe…? from the fraud files From the field and our Special Investigation Team (SIU), here are a few of the sometimes laughable but still-submitted-to-ICBC-as-legitimate claims that were subsequently investigated for fraud.

Mr. L was a bit of a pharmaceutical salesman (not the legal kind) who was engaged in quality control testing of his products while driving his car on Vancouver streets. He executed a left turn with precision and speed, but unfortunately was in the middle of a block at the time and crashed into a parked Jeep with sufficient force to push it up over the curb. His car was a total loss. Police arrested him at the scene and held him in custody for two days before he was released.

He submitted a claim and informed the adjuster that his

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arrest had nothing to do with the accident but was only because he was a criminal. The police report indicated that he was given a 24-hour prohibition for driving while impaired by drugs, and he will also be given a detailed tour of our criminal court system with respect to the various pharmaceutical inventories he had in his car at the time of the loss. Mr. L was held in breach of Section 55 as he was engaged in an illicit or prohibited trade/transportation at the time of the loss and his claim was denied.

flow from their own computers, and generating real-time reports of the status of any DSCs on the systems. For customers, Q-Matic means customers can sit comfortably in the waiting room until their number is called rather than waiting in a line. The system is in its early stages, and improvement over the old system will be measured over time.

Improving claims handling Integration; automation; and consolidation—a perfect description for the Material Damage Estimating Platform (MDEP), a multiyear, multi-phase project being implemented in 2008. It will provide staff and business partners up-to-

Mr. R owned two vehicles and was the declared principal operator of both.

He carried full coverage on his first vehicle, but only had basic coverage on his “other” second vehicle which was driven quite frequently by his sister who had a fairly high CRS. Mr. R awoke early one morning vividly recalling a dream he had just had, that his sister was going to be involved in a crash driving his “other” second vehicle. Fortunately it was parked safely in his garage, so he jumped out of bed, drove away and was the first customer through the door of his broker’s office when it opened. He promptly added full coverage to the policy of his “other” second vehicle that he thought was still parked in his garage, and headed back home with peace of mind in knowing it was fully

date tools and technology to address current business needs while creating an adaptable platform for future initiatives. MDEP has already replaced digital cameras in all claim centres and in the near future will enhance the Claims Digital Imaging System and replace our current automated estimating system (PenPro) with Audatex Estimating.

Among the many benefits, these changes will allow easy access to digital images and estimating documents from a single source. The updating and consolidation of systems will be seamless to our customers and will provide them with an even better claims-handling process.

covered, in the event that “dream” came true.

Well, wouldn’t you know it, while he was driving home his sister called him on his cell phone to report the news…she had just been in an accident and backed into the neighbour’s garage door of their townhouse complex! Mr. R. thought his dream had come true…until…well...his story fell apart when quite a number of witnesses, some with cell phone cameras, actually saw this all happen at 8:40 a.m. when his sister hit the neighbor’s house. Mr. R withdrew his claim—and ended up paying to repair the damages to his neighbor’s house, his “other” second vehicle, and having all his optional coverages cancelled for three years by Underwriting after the SIU investigation.

Do you have a funny story related to your work at ICBC? Send it to inside@icbc.com for publication.

When the crash victim is you No one is ever ready for the screeching Surrey Fire Services, the Newton Claim of brakes and sudden jolt as another Centre provides cards with phone driver crashes into your vehicle. But the numbers for reporting a claim and cues ensuing confusion can be less daunting for notes, which firefighters distribute and resulting claim can progress at crash scenes. more smoothly if you Whether you’ve know what to do at got a pre-printed the crash scene. form or a notepad Don’t rely on and pencil in your The first task is a police report; always to find out if car, you need to anyone is hurt, and call gather information record the driver’s for an ambulance if licence (DL) number yourself. needed. and licence plate Then record the number for each crash details. ICBC has forms with vehicle involved; names and contact specific instructions for recording info are also helpful. details including the document For non-ICBC-insured vehicles, envelope (APG3) given out by some “Make sure you look at their insurance Autoplan brokers, the broker handout, papers, and record both the policy “To report your claim to ICBC” number and the name and contact (RST18), a more detailed ICBC information for the insurance company,” handout (APG32), or the brochure says Roger Manhao, manager, Claims “Your ICBC claim” (APG20C).

Handling Centre.

In an innovative agreement with Look for witnesses, regardless of

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how simple the crash seems to you. Get names and phone numbers.

Make a sketch of the roads, where each vehicle came from and where it stopped. Note road and light conditions, weather, date, time of day and specific location—more specific than “near my bank,” adds Bryan Finstad, a claims contact adjuster and acting supervisor in the Claims Contact Centre.

Don’t rely on a police report for info, he adds. It costs ICBC money to order a copy, and takes about three weeks to get. It’s better to gather information yourself.

If anyone is hurt, “Note the number of occupants in each vehicle, their position before the crash and if seatbelts were in use or not,” says Jim Brenner, claims manager in the BI-focused Centralized Claims Injury Centre.

“It’s important to make notes as soon as possible when your memories are still fresh,” Jim adds.

It’s important to exchange driver licence and insurance information at the crash scene, and make notes as soon as possible while your memory is fresh.

Have your notes and your own DL and insurance information ready when you report your claim, which you can do online at www.icbc.com or by calling Dial-A-Claim (604-520-8222 within the Lower Mainland, 1-800-910-4222 from elsewhere in the province). l

Nancy Painter

Security matters: protecting employees, protecting information Corporate Security plays a critical role in the everyday operations of ICBC. Our personal safety and success in the marketplace would be at risk without this dedicated team. But how well are we protected?

Bill Anderson, manager, Corporate Security, next to the sign reminding Head Office employees to always wear ID badges.

Getting a handle on building security means ensuring unauthorized individuals are not entering “staff only” areas. At most large companies, including ICBC, this is largely done through card-access doors. However, a recent ICBC security audit identified some vulnerability in our current security processes.

“Some of our security practices are falling short of current security industry standards,” says Bill Anderson, manager, Corporate Security. “We plan to implement some new measures as well as ongoing upgrades at our facilities.”

Some of these improvements include surveillance cameras, monitoring equipment upgrades, a new visitor escort policy at head office and provincially, as well as photo ID badges for all employees. All of these initiatives can help control the steady flow of employees and customers entering our buildings and improve

SAP steps up No matter where you work at ICBC, you use or rely on SAP. SAP (Systems, Applications and Products in data processing) is the software we use to manage our business systems, including financial planning and reporting, storage of ICBC payment plan and debt information, storage of all our employees’ information, payroll and benefits, Employee Self Service (ESS), performance management for managers and operational functions

such as purchase order generation and online supply ordering.

ICBC brought in SAP in 1997, and as with all software, it needs to be upgraded—no small project when SAP is used for so many functions, but a necessary step to move us forward. The upgrade will simplify operating complexity, eliminate extended maintenance cost and is part of our infrastructural renewal toward ensuring operational excellence.

overall staff safety.

For our own part, we can help create a safe environment by complying with security policies such as wearing ID badges (where required) and ensuring our visitors wear ID badges and are never left unattended. Also, when you’re complacent about locking up valuables such as purses and wallets, you bring on unnecessary risk of theft.

But theft is not limited to assets.

As employees of ICBC, we have a corporate responsibility to protect our competitive information, and a legal obligation to protect the personal information of our customers and employees.

There are steps you can take to maintain the integrity of our corporate information security, while keeping yourself away from situations that could lead to inappropriate disclosure, and possibly dismissal from the corporation.

Be careful in handling confidential

and competitive information that is printed, placed in the garbage, emailed externally or shared with a co-worker.

Be discerning when releasing information. ICBC has established protocols for providing information to external parties such as the police, government employees or lawyers.

Refer any of these types of calls back through the established contact process, or refer the call to your supervisor or manager.

Don’t give anyone your computer password. By using someone else’s ID and password, a person can access systems they are not permitted to access. This can lead to a breach of confidentiality of customer and personal information.

Security management is everyone’s responsibility—help protect our customers’ information and our company’s integrity by following these simple but important steps l

Implementing an upgrade of this scope takes planning, input and cooperation from many business areas.

The SAP upgrade is a multi-year project that began in 2005; in 2006, we upgraded the supply online ordering system (SRM); and ESS (enterprise portal); and in 2007 will upgrade the business warehouse and the main system that hosts key business functions.

“What you see in terms of impact of the upgrade will depend on what you do and what area of the company you work in,” explains Richard

Harron, manager of IS Enterprise Resource Services. “Some systems like ESS will look slightly different but otherwise be used the same way; other systems may look quite different. As we move through the steps of the changeover, we’ll provide support with tools such as job aids or training for people who are most affected.”

The system changeover will involve thorough testing and practice dry-runs to ensure the switch is as seamless as possible. Watch for the new SAP in November 2007. l

Mary-Lynn Jacoby

Kim Walters

I n s i d e

I C B C

Team Spirit It seemed like everyone at Head Office came to the atrium on April 11 to cheer the unveiling of the new 2010 Olympic Winter Games licence plates and hear the announcement that ICBC would be the sole auto insurer for the games. The plates are now available through Autoplan brokers.

910 Government Street recently hosted their annual family day, with record attendance—97 children and 92 adults (aunts, uncles, grandmas and grandpas) turned out to enjoy limbo games, face painting and temporary tattoos.

Pictured here, Help Desk coordinator Brian Nash navigates the hallway with daughter Lily.

Customer Contact at 910 Government Street worked to raise funds for the family day activities. Katie Meyer, receptionist, ensured everyone had a chance to purchase Valentine’s Day bake sale items and helped sell tickets for a basket that was raffled off later in the day.

To congratulate Fort St. John Claim Centre for achieving their target of 75 per cent participation in the United Way Campaign, North/Central region’s director Dale Bumstead dropped in to cook up a great BBQ lunch for the claim centre team, pictured here. Back row: (l-r): Jerry Safruik; Scott Longstaff; David Steele; Kurt Cleveland; Dale Bumstead; Herb Thomas; Fran Tuharsky; Lynette Harmon; and Angela Lavallee. Front row (l-r): Glory MacTavish; Lynne Brimacombe and Kalita Johnson.

Now that’s dedication!! Pat Ahern, Nanaimo Claim Centre manager (far left) and Peter Dunwoody, Vancouver Island regional manager, Sales and Marketing (far right), took the opportunity of fair weather on a day off to build relationships with two Vancouver Island brokers. The powder looks pretty good, so we think they probably enjoyed the day!

S P R I N G

2 0 0 7

RoadSense speaker Kevin Brooks toured the Southern Interior in February and March, and recently presented to high school students in Kamloops. Kevin shares his story—of being paralyzed as a result of a crash that combined alcohol and speed—with youth across BC, to educate youth on the dangers of risky driving behaviour. Kevin (centre) is shown here with Ingrid Brakop (left), regional Loss Prevention coordinator, and local broker Tyra Rescheinski.

Over the past nine years, Coquitlam Claim Centre’s annual Chinese New Year celebration has expanded to get the office even more involved. Employees of Asian descent bring in treats for the office, and management provides the cake and other Chinese pastries. A number of employees and managers helped to make the Chinese lanterns with red envelopes to decorate the office. Pictured here (l-r): office assistants Jeannie Johnson and Amy Lee.

Does your team have Team Spirit? If your office or department recently celebrated a team success or team event, send in a photo with the names and job titles of everyone in your photo and a maximum 40-word description of the celebration to the editor at inside@icbc.com, or by internal mail to Employee Communications at L299505.

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Want to go online to keep up with what’s new at ICBC? We publish news about various ICBC business initiatives as well as the monthly Milestones listing of employee anniversaries online as InFocus articles on icbcweb to keep you informed between issues of Inside ICBC. Watch for the InFocus icon on the home page of icbcweb to read each new feature, or go to the ICBC News page (linked from ICBC Announcements on the icbcweb home page) to read recently published InFocus articles.

SPRIN G 2007

VOL. 3, NO. 2

Inside ICBC is published four times a year by ICBC for employees and recent retirees.

Address: 505-151 West Esplanade North Vancouver, BC V7M 3H9 Telephone: (604) 982-4276 Email: inside@icbc.com Design and Production: Walker Design & Communications Printing: Mitchell Press

Publisher: Employee Communications Managing Editor: Eduarda Hodgins

Inside ICBC is printed on recycled paper made with post-consumer waste and bleached without the use of chlorine or chlorine compounds, with measurable environmental benefits. By choosing to use recycled paper, we have saved the following resources: l

Editor: Kim Walters Contributing Writers: Alyson Gourley-Cramer; Mary-Lynn Jacoby; Cindy Kawaguchi; Tamara McLean; and Nancy Painter.

l l l l

Five trees 216 kilograms of solid waste 1,191 litres of water 394 kilograms of greenhouse gases 686 kilowatt hours of electricity

Data provided by: www.environmentaldefense.org