Glass Web Express User Manual EP10...GLASS XPRESS SE MNUAL Overview March 30, 2015 page 3 eriew Overview ICBC Glass Express is a program that will identify and promote glass repair

Glass Web ExpressUser Manual

March 30, 2015

EP10 (032015)

GLASS WEB EXPRESS USER MANUAL

March 30, 2015 page 1

Contents

Contents

Contents

Contents 1

Overview 3Scope of the Glass Web Express User Manual 3

Customer Glass Claim Options 4

Glass Express Procedures 5System Unavailable 5Glass Express Facility Rate 5

Glass Web Express Procedures 6Initiating/Processing a Claim at a Glass Express Participant 6Accessing the Glass Web Express (GWE) Application 10Browser Settings 10Logging-On — ICBC business partners page 11Logging-On — Glass Web Express 12Glass Web Express System Access 13Changing Password 14

Initiating and Processing a Glass Claim 15When the Customer Contacts You 15Visually Inspect the Vehicle (prior to initiating claim) 15Start New Claim 16Confirm Policy Information 18Terms and Conditions 19Start Estimate 20Estimate Details 21Estimate Summary 24Print Estimate 25Print Preview 26Submit Estimate as Invoice 28Confirm Invoice 30


GLASS WEB EXPRESS USER MANUALContents

Contents

Retrieving a Claim Initiated by ICBC 32

When the Customer attends a Claim Centre 32Visually Inspect the Vehicle 32Retrieving a Claim Initiated by ICBC 33Applying the Glass Express Shop Rate (ICBC generated claim) 34When the Customer Calls CCC 36Visually Inspect the Vehicle 36Retrieving a Claim Initiated by ICBC 36

Searching for a Claim 37

Estimate Search 37Search Results 39

Modifying an Estimate 41

Exception/Miscellaneous Items on Estimate 42

Exception Items 42Miscellaneous Items 43

Access and Help Desk 44

ICBC Glass Web Express Access/Hours of Availability 44ICBC Help Desk 44System Outages 45Parts Data Base Mismatch 45Parts Not on Database 45Operating System and Web Browser Updates 45

Referring the Customer to ICBC 46

Error Messages 47

Button Explanations 48

Program Feedback 51

APPENDIX A 52

APPENDIX B 53



Overview

Overview

Overview

ICBC Glass Express is a program that will identify and promote glass repair facilities to ICBC customers These facilities will deliver superior customer service, maintain high standards in product expertise and business practices and have an excellent working relationship with ICBC The purpose of this program is to ensure that our mutual customer, the vehicle owner, receives faster, more efficient, cost-effective automotive glass replacement work that meets the highest industry standards for quality and safety

This program is voluntary and open to all glass suppliers in the province that meet and maintain the requirements outlined in the program guide This may include body shops, glass shops and motor dealers

ICBC Glass Express participants are expected to work co-operatively with ICBC, building upon a strong relationship that benefits both the customer and the glass express participant

Scope of the Glass Web Express User Manual

Estimates and completed invoices are transferred electronically between the Glass Express participant and ICBC through the Glass Web Express application (GWE)

This manual outlines the procedures specific to the Glass Express program and is to be used in conjunction with the Claims Procedures which outlines the general procedures relating to glass claims and the Glass Express Program Guide which outlines the policies specific to Glass Express

The Glass Web Express Procedures outline the steps to create a claim, access policy information, create an estimate, and submit the estimate as an invoice to ICBC for payment

Throughout this manual the ICBC Glass Express Participant will be referred to as “participant”

When contacting ICBC your first point of contact is Provincial Glass Operations (PGO) and is referred to as “your servicing ICBC Claim Centre” in this manual


GLASS WEB EXPRESS USER MANUALCustomer Glass Claim Options

Customer Glass Claim Options

Customer Glass Claim Options

A Customer may report an ICBC Glass Claim using one of the following methods:

1 By attending a Claim Centre The customer will be given a claim number which you will use to retrieve the claim electronically via GWE (Glass Web Express)

2 By contacting CCC (Customer Contact Centre) If the claim qualifies for Glass Express, the customer will be directed to go to a Glass Express facility and will be given a list of all of the participants in the area that they choose to have the repairs completed

3 Directly contact a Glass Express participant You will access GWE and create the claim and estimate



Glass Express Procedures



Note: The procedures found in this manual are specific to Glass Express Please refer to the Claims Procedures for general Policies and Procedures related to glass A link to the Claims Procedures can be found on the ICBC material damage business partners page

System Unavailable

In the event the ClaimCenter system or Glass Web Express application is unavailable due to an unscheduled outage, the following procedure will apply

Claims Office 1 Verify the customer’s information by using other ICBC systems or manually checking the customer’s insurance documents

2 Manually complete a CL14B and write the words “System down, shop to call ICBC for authorization before proceeding with claim ”

Glass Express 1 If you are unable to access GWE to initiate a claim and a Participant message stating the system is unavailable does not display,

contact the MD Technical Service Centre at 604-777-4600 or 1-800-777-4607

2 If a message displays when updating a claim stating the system is unavailable and changes must be made to the CL14B, or there is a request for an estimate, contact Provincial Glass Operations (PGO) for instructions You may be required to manually complete the CL14B

Glass Express Facility Rate

The Glass Express Facility rate is posted on the MD business partners page and will be contained within the GWE application

Glass Express facilities will be paid the Glass Express charge-out rate only on CL14BX claims that are initiated/retrieved, and submitted for payment, through Glass Web Express

Glass Express facilities will be paid the Glass Express rate for all glass only claims (or the glass portion of a Glass-Plus claim) on a CL14 (long form) See the Claims Procedures for further detail



Glass Web Express Procedures



Initiating/Processing a Claim at a Glass Express Participant

1 Inspect customer’s vehicle (see “Getting Started” in this manual):

(a) Identify pertinent information,

(b) Take digital images (See the digital image requirements outlined in the Program Guide) A checklist is provided in Appendix B of this manual for your use and/or reference

(c) Determine that the customer’s description of how the damage occurred is consistent with the damage viewed

If there are any discrepancies, contact Provincial Glass Operations (PGO)

2 Log on to ICBC Glass Web Express web application

3 Enter the customer’s plate number, registration number, date of loss, cause of damage and if the customer is a GST registrant, the GST percentage

4 When a vehicle is commercial or business rated, ask the owner if they are a GST registrant

If the owner is a registrant:

Then …

Select GST “Yes” and enter the percentage in the field provided Enter 100%

If …

The registrant is entitled to an input tax creditThe customer is uncertain

Advise the customer that:

• you will collect the GST from them and will provide them with an invoice for the full cost of repairs including GST

• they can then process an input tax credit in the amount of the GST, effectively reducing the tax paid to zero

Note: not all owners or lessees of commercial or business rated vehicles are registrants and some registrants are only entitled to a partial input tax credit

Glass Express Participant (shop created estimate)





5 The system may qualify the claim as eligible for Glass Express service If it does, continue to create the estimate

6 If the claim does not qualify, contact PGO by phone to complete the claim processing If the issue is resolved with ICBC, continue to create the estimate If the issue cannot be resolved, the customer may have to contact ICBC in order to process their claim

7 Create estimate using GWE

8 If the customer has a “P” plated vehicle, or is otherwise PST exempt, enter PST “Yes” in the appropriate field This will cause the system to not calculate the PST

Insert customer’s PST Registration number in the Comments field

If a PST Certificate of Exemption is provided instead of a PST Registration number, retain the original PST Certificate of Exemption for 5 years and add a note in the Comments field stating the claim is PST exempt and that PST Certificate of Exemption has been provided

9 The Glass Web Express (GWE) system will identify the part and price for windshields, tempered side or rear glass, and lists only NAGS prices (at current discount) If old damage is suspected, contact Provincial Glass Operations (PGO)

Note: When a Glass Express participant or ICBC initiates a glass claim, the availability of recycled glass for any side or rear glass must be researched when the price of the replacement glass exceeds $500 in the Glass Web Express application or the NAGS price list (after applicable discounts) Please see the Claims Procedures for further details

If recycled glass is not used, Glass Express participants must retain, on file with the appropriate CL14BX, documentation supporting the search The Recycled Parts Locator (RPL) is to be used by Glass Express shops in searching for recycled parts If no parts are found then the RPL search number is to be entered in the Recycled Parts Research Number field in the GWE

Authorization by ICBC is required for any item not contained in GWE No authorization will be required for the addition of “may require” mouldings Every effort will be made by the glass shop to clean up and reuse mouldings

10 Replace the glass and complete the CL14BX, ensuring all of the parts listed are installed and all labour operations performed





11 If the customer requests a copy of the estimate, only provide them with a copy after the repairs have been completed

12 Collect the full deductible amount printed on the CL14BX from the vehicle owner named on the insurance documents (or their representative) and issue a receipt to the customer Indicate on the receipt and GWE system how the deductible was collected

13 If CL14BX shows an amount in “Insured’s portion of GST,” collect the full amount of GST payable

14 Collect the full deductible amount printed on the CL14BX from the vehicle owner named on the insurance documents (or their representative), and issue a receipt to customer Indicate on the receipt and GWE system how the deductible was collected

15 Retain originals of the CL14BX, required invoices, and digital images in the file at your office for a minimum of 2 years from the repair completion date (See Estimate and Documentation Storage in the Glass Express Program Guide )

16 Submit the estimate as an invoice through GWE system If the invoice goes into “review” status and is rejected by the system for automatic payment, this may be because a non-system generated parts have been entered

If this occurs, the facility sends a copy of the CL14BX part invoices and any required bar codes via hard copy to the Document Capture Facility (DCF) or drops the documents off at a claims office to be forwarded to DCF

17 Once a payment has been processed for a claim, a letter will be sent to the customer advising them a claim was made and the amount paid This letter is system generated after payment is processed

1 Inspect customer’s vehicle:

(a) Identify pertinent information

(b) Take digital images (See the digital image requirements outlined in the Glass Express Program Guide)

(c) Determine that the customer’s description of how the damage occurred is consistent with the damage viewed

(d) If there are discrepancies, contact Provincial Glass Operations (PGO)

2 Log on to ICBC Glass Web Express web application and select “retrieve claim” from the navigation bar on the left side of the screen

Glass Express Participant (ICBC created claim)





3 Confirm customer’s tax status Are they a GST or PST registrant? Amend the GST percentage if required and indicate the PST status

Advise the customer that: - you will be collecting the GST from them and will provide them with

an invoice for the full cost of repairs, including GST; - they can then process an input tax credit in the amount of the GST,

effectively reducing the tax paid to zero

4 If changes to the estimate are required, make the necessary revisions, including changing the labour rate See instructions on changing the labour rate to the Glass Express rate in this manual

5 Replace glass and update the CL14BX (if required), ensuring all of the parts listed are installed and all labour operations performed

6 Collect the full deductible amount printed on the CL14BX from the vehicle owner named on the insurance documents (or their representative), and issue a receipt to the customer Indicate on the receipt and GWE system how the deductible was collected

See the Claims Procedures for more details

7 If CL14BX shows an amount in “Insured’s portion of GST”, collect the full amount of GST payable

8 The Certification of Repair and Insured’s Statement portion of the CL14BX must be completed fully with the date, printed names and signature of the shop representative and Insured

9 Retain originals of the CL14BX, required invoices, and digital images in the file at your office (See Estimate and Documentation Storage in the Glass Express Program Guide )

10 Submit the estimate as an invoice through the GWE system If the invoice goes into “review” status and is rejected by the system for automatic payment, this may be because non-system generated parts have been entered If this occurs, the facility should send a copy of the CL14BX, part invoices and any required bar codes via hard copy to the Document Capture Facility (DCF) or drop the documents off at a claims office to be forwarded to DCF

1 Verify that all changes to the invoice match the estimate in GWE, all invoices and receipts are supplied and that all exception/miscellaneous items are authorized and have supporting invoices attached

2 After verifying the information, submit the estimate using GWE

Glass Assistant: for Glass Express Participant claims (manual payment process)





Accessing the Glass Web Express (GWE) Application

The participant can access the necessary policy and vehicle information through the GWE application and the claim can be created The participant’s access to initiate a first claim estimate will be restricted to claims that qualify for ICBC Glass Express as determined by the application

GWE is accessed through the Internet using a Microsoft Internet Explorer Web browser (see technology requirements as posted on the MD business partners page) Your browser must be properly configured in order to access and use GWE (Information on how to properly configure your browser follows) Once the browser has connected to the Internet, enter the URL: http://partners icbc com/ into the browser address field and press Enter

This will direct your browser to the ICBC business partners page located on the ICBC secured network, where you can begin the logging-on process You may wish to save this location as a favourite for easy navigation in the future

Follow the step-by-step instructions that appear in this guide for each screen that follows In the event further instruction is required while using any given screen Click on the Help button and follow the directions supplied

Browser Settings

How to get here:

1 Click on the menu bar “Tools” on the home page of Internet Explorer

2 Click on “Internet Options”

3 Select the “Advanced” tab

Check mark must be activated to delete Temporary Internet Files





• “Cookies” must not be disabled

• Browser must be Internet Explorer (see technology requirements)

Note: If you have Pop-Up blocking software it must set to allow pop-ups on ICBC sites

Logging-On — ICBC business partners page

Access to the Glass Web Express application requires the following:

1 The user is a Glass Express participant

2 The user’s Internet Explorer web browser is set to:

• Empty Temporary Internet files folder when browser is closed

• Accept cookies

• Pop-Up blocker is set to allow pop-ups on ICBC sites

How to Use: From ICBC business partner’s page screen, Click on the Material Damage tab and then Click on the Glass Express Programs link





Logging On — Glass Web Express

How to use: 1 Enter your ICBC Facility number in the “Username” field

2 Enter your password in the “Password” field (Password must be numeric and 6 – 8 digits long)

Note: Do not save passwords (if you do, you will not be able to access the system when your password expires)

3. Click Login

1

2

3

If login fails, error messages will display Please try again

If login continues to fail, contact the ICBC Help Desk at 604-661-6234 or 1-800-665-1517 and follow the prompts

Note: Periodically your password will expire The “Change User Password” screen will display, where you will be prompted to change your password

See Changing Password in this manual.





Glass Web Express System Access

To access the Glass Web Express System Click on the Glass Web Express link

The “Start New Claim” screen will appear next (See “Getting Started” in this manual





Changing Password

How to use: In order to change your Password you must already be logged-on to the ICBC network

To change your password:

1 Enter your Username (Facility Number) and Old (Current) Password (as verification)

2 Enter your new Password in the two fields provided (Choose a New Password and Confirm your New Password) Passwords must be 8 numeric characters long and cannot be one you have used in the previous 3 months

3 Click on the Change Password button

1

2

3





Changing Password, Cont

4 If change password is successful you will see the following screen, and be redirected to your web page

If password change fails, please try again If it continues to fail call the ICBC Help Desk at 604-661-6234 or 1-800-665-1517 and follow the prompts

Initiating and Processing a Glass Claim

When the Customer Contacts You

When the customer arrives at your location and requires an estimate for repair, you will ask them for their Certificate of Insurance, Date of Loss (when the damage occurred) and a description of how the damage occurred

Visually Inspect the Vehicle (prior to initiating claim)

Record all pertinent information and thoroughly inspect the vehicle:

• For signs of related damage, other than a single piece of glass (If any minor body damage (e g paint chip) related to the claim is discovered, contact PGO)

• To determine that the VIN (Vehicle Identification Number) on the vehicle, licence plate and vehicle description matches that on the customers Certificate of Insurance (If there is a discrepancy, contact PGO)



Getting Started

Getting Started

• To determine that the customer’s description of how the damage occurred is consistent with the damage viewed (If not, contact PGO)

• To determine that the Date of Loss appears consistent with damages being reported (If not, contact PGO)

• Take digital images of the damage and vehicle as outlined in the Digital Image checklist and the Glass Express Program Guide

• Ask the customer if they are a GST registrant If the customer is a GST registrant, identify the percentage portion of GST the customer is to pay If the customer is uncertain, enter 100%

• If this is a company vehicle or large truck, ask whether the customer is PST exempt (”P” plated vehicles are exempt)

A Claim Initiation worksheet is available in APPENDIX “A” that may assist you when initiating the claim A documentation checklist is available in APPENDIX “B” that may assist you in ensuring all documentation is complete for each file The checklists are provided as tools only and are not mandatory

Start New Claim

How to use: 1 Enter the customer’s Plate Number and Registration Number (found on the customers Certificate of Insurance)

2 Select the Date of Loss using the calendar or enter it manually in the displayed format

3 Select a Cause of Damage from the dropdown list

4 Amend the GST Registrant button and percentage, if appropriated (defaults to No and 0%)

5 Click “Continue”

The “Confirm Policy Information” screen will appear next or,

6 To clear all fields and re-enter information Click “Clear”

Note: see tips on left side bar for additional information



Getting Started

Getting Started

Note: If the claim request does not qualify for Glass Express a dialogue box will appear You will be unable to continue with the claim request Contact PGO during normal business hours or the vendor unit after hours, to resolve the issues In most instances the problem may be resolved over the phone and an override will be completed to allow you to proceed, or the ICBC representative may ask to speak directly with the customer

Contact PGO at 604-516-8557 in the Lower Mainland or 1-866-687-3357 in all other areas

Contact Vendor Unit at 604-587-7182 in the Lower Mainland or 1-888-650-6688 in all other areas



Getting Started

Getting Started

Confirm Policy Information

How to use: 1 Verify that all the information returned by the system matches that on the customer’s Certificate of Insurance If any of the information does not match, contact PGO immediately for instruction

2 Click on “Create Claim”

The “Terms and Conditions” screen will appear next

2



Getting Started

Getting Started

Terms and Conditions

How to use:

Read the Terms and Conditions

1 If you “Accept” the Terms and Conditions the “Start Estimate” screen will appear next

2 If you “Reject” the Terms and Conditions, you will be unable to continue with the claim creation process, and will be returned to the “Start New Claim” screen You may continue on again or cancel In either case a record of the attempt will be logged on the system

Note: It is advisable to record the claim number at this point In the event that your Internet connection is lost you will have the claim number for reference

21



Getting Started

Getting Started

Start Estimate

How to use: 1 Enter customer contact phone numbers (optional)

2 Select the area of “Glass Damaged” from the dropdown list

3 Indicate whether or not the customer is PST exempt

4 Enter the exact Odometer reading from the vehicle (Do not include the decimal point or any digits after it)

5 Click on “Next”

The “Estimate Details” screen will appear next



Getting Started

Getting Started

Estimate Details

How to use: 1 Select the vehicle Body Style from the dropdown list

2 Select the applicable glass part to be replaced from the dropdown list (see #9 on the next page if no parts are listed)

3 Indicate if glass being replaced is New or Recycled (if not a windshield)

On the Estimate Details screen, the message “Replace glass Brand for Brand” will display for an eligible vehicle with an active Replacement Cost Policy

4 If recycled parts were researched, and not used, Enter Recycled Parts Search Number in the Search # field

Note: See section “Initiating/processing a claim at a Glass Express participant” for documentation to be kept when Recycled parts are not used

5 Select urethane or butyl tape from the Materials dropdown list (if applicable)

6 Select moulding allowance from dropdown (if applicable) See the Claims Procedures for details

7 Select R&I items or Universal Moulding from R&I Parts (if applicable)



Getting Started

Getting Started

Estimate Details, Cont

8 Enter any item that requires R&I and is not listed in the R&I Parts as “Miscellaneous ” (if applicable) and enter a description (See “Exception/Miscellaneous Items on Estimate”)

9 Enter any parts not generated by the system as Exception items An exception category (Glass, Moulding, Clips or Other) must be selected A part number, description, price and labour time (if applicable) must be entered (See “Exception/Miscellaneous Items on Estimate”)

8

9

Note: Exception items include any parts not generated by the system as well as a part for additional damage (Glass Plus) that has been pre-approved by PGO for inclusion on the glass claim



Getting Started

Getting Started

Estimate Details, Cont

10 Enter any comments in the Comments field (Max 30 characters)

11 Click on “Save”

The “Estimate Summary” screen will appear next



Getting Started

Getting Started

Estimate Summary

How to use:

1 Review estimate to ensure that it is correct

2 If estimate is correct and the work is not completed, Click on “Return” The estimate will be stored to system and you will return to the “Start New Claim” screen

3 Click on “Print Estimate” to view and/or print the CL14BX

4 Click on “Modify Estimate” if estimate is incorrect, and you will return to the “Terms and Conditions” screen You must accept the Terms and Conditions again before you can make modifications to the estimate

5 If repair work has been completed and estimate is accurate, Click on “Start Invoice” and follow the procedure for Submitting Estimate as Invoice



Getting Started

Getting Started

Print Estimate

How to use:

1 Click on “Print Estimate” on the Estimate Summary screen

A printed copy of the final estimate must be signed and dated by the customer and a copy retained at the participant’s location for all ICBC Glass claims

Note: The print preview screen (on the next page) will show in Adobe PDF format If your computer does not have this program it can be downloaded for free at http://www adobe com The CL14BX when printed requires two pieces of plain paper, one for the estimate and a second for the Terms and Conditions Both must be printed



Getting Started

Getting Started

Print Preview

2 Review the estimate to determine that all entries are correct If estimate is correct;

3 Click on “Print”

The “Print Dialog” window will appear next or,

4 If modifications are needed Click on “Return to Estimate Summary”

3 4



Getting Started

Getting Started

Print Preview, Cont

5 Click on “OK” on the Print settings window to print the CL14BX or,

6 If you decide not to print, Click on “Cancel” or on the X (top right corner of the window)

7 Click on “Return to Estimate Summary” to return to the Estimate Summary screen when done, or if modifications are needed


56



Getting Started

Getting Started

Submit Estimate as Invoice

Upon completing the vehicle repairs and prior to submitting the estimate as an invoice, make sure that:

• The appropriate deductible (and GST if applicable) has been collected from the insured and receipt issued

• Digital Images of the vehicle damage are stored to CDIS as per the Program Guide

• All of the parts listed on the estimate have been installed and all labour operations performed (Confirm estimate is accurate by viewing the print preview screen)

• The customer and a representative from your shop have viewed the repaired vehicle, compared the estimate to those repairs and that all of the repairs have been completed to the customer’s satisfaction

• The Insured’s Statement and shop Certificate of Repair areas on the final estimate have been completed, including date, printed names and signatures of the shop representative and Insured A copy must be retained in the participant’s file

For those invoices that cannot be submitted through GWE, a text message will advise you to forward copies of the completed estimate and all supporting documentation to ICBC for verification and payment (please retain all originals in the shop file and send copies to the ICBC Document Capture Facility (DCF) or drop them off at a claims office for forwarding to DCF The invoice will be verified by PGO staff and paid manually)



Getting Started

Getting Started

Submit Estimate as Invoice, Cont

How to use:

1 If the estimate is accurate and the work has been completed Click on “Start Invoice”

Note: Changes cannot be made to the estimate after it has been submitted as an invoice

The “Confirm Invoice” screen will appear next



Getting Started

Getting Started

Confirm Invoice

How to use:

1 Select the “Date Work Completed” by Clicking on the calendar or enter it manually in the displayed format

2 Select your facilities’ “Account Number” from dropdown list (If only one exists it will default to that)

3 Enter your “Reference Number” if applicable (This is optional and may be your work order number, internal invoice number, etc )

4 Select “Deductible Payment Method” from dropdown list

5 Click on “Submit Invoice” or

6 To return to the “Estimate Summary” screen without submitting the invoice Click on “Cancel”



Getting Started

Getting Started

Confirm Invoice, Cont

Note: You cannot make changes after the estimate has been submitted as an invoice If the invoice is accepted by the system, it will be queued for the next supplier payment run Although the system will show “Paid” as the Estimate Status, the invoice will not be paid until it has gone through internal ICBC processing

If the invoice is not accepted, you will be advised to submit a copy of the estimate, along with copies of all supporting documentation, to the Document Capture Facility (DCF) for manual verification and payment approval

At this point it is advisable to print the CL14BX if you haven’t already done so

7 Click on “Done”

You will be returned to the screen by which you entered Either “Start New Claim”, “Retrieve Claim” or “Search Results”



Retrieving a Claim Initiated by ICBC



When the Customer Attends a Claim Centre

When the customer arrives at an ICBC claim centre they will receive a CL462 ICBC Glass Claim Information form with the claim number printed on it An ICBC staff member will thoroughly inspect the vehicle for any additional damage

The ICBC staff member will initiate the claim and inform the customer to attend the glass shop of their choice They will be given the CL462 ICBC Glass Claim Information form (which includes the claim number) as well as a list of all ICBC Glass Express participants in the area that they choose

All ICBC generated claims must be retrieved through GWE in order to modify and/or submit as an invoice for payment Digital images as outlined in the Program Guide, in addition to those already loaded by ICBC staff, must be taken and stored to CDIS

When the customer arrives at your shop with their form, you must access the claim through the Glass Web Express application

Visually Inspect the Vehicle

Thoroughly inspect the vehicle Please refer to the section titled “Getting Started” for instructions






How to use:

1 Select “Retrieve Claim” from the navigation bar on the left of screen

2 Enter the Claim Number from the estimate

3 Enter the Plate Number

4 Enter the Registration Number

5 Click on “Retrieve”

The “Estimate Summary” Screen will appear if an estimate exists

The “Terms & Conditions” screen will appear if no estimate exists

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5

2

1

4





Applying the Glass Express Shop Rate (ICBC generated claim)

When a Glass Express participant retrieves an estimate that has been created by ICBC, the estimate will have to be updated to apply the Glass Express shop labour rate (Estimates initiated by Glass Express participants will already have the rate applied)

The Estimate Summary screen will display a GE Rate button; this button will enable the user to apply the Glass Express shop labour rate to the estimate

How to use:

1 Click on the “GE Rate” button on the Estimate Summary screen

After the button has been clicked the screen will refresh, and the following pop-up message will appear





Applying the Glass Express Shop Rate (ICBC generated claim) Cont

The Estimate Summary screen will refresh with the Glass Express shop labour rate applied to the estimate

The Estimate Summary Screen will now display and enable the Print Estimate, and Start Invoice buttons





When the Customer Calls CCC

When the customer contacts CCC to report a glass claim CCC will determine if the claim is Glass Express qualified

If the customer’s claim is qualified, CCC (Customer Contact Centre) will advise the customer that they may proceed to an ICBC Glass Express participant to have their claim processed They will be given a list of all ICBC Glass Express participants in the area that they choose (If they choose not to attend a Glass Express participant, they will be directed to a claims office to process their claim) When the customer arrives at your shop, you can process the claim through GWE

If the customer’s claim is a Glass Plus claim (has additional damage besides glass), CCC will generate the claim and direct the customer to a claims office for an estimate or express qualify the claim Glass Plus procedures are identified in this Manual

Visually Inspect the Vehicle

Thoroughly inspect the vehicle Please refer to the section titled “Getting Started” for instructions


See the preceding section for instructions on how to retrieve claims initiated by ICBC



Searching for a Claim



Estimate Search

How to use:

1 Select “Estimate Search” from the navigation bar on the left of screen

2 Select a status condition from the “Estimate Status” dropdown list: • (see next page for details)

3 Enter the date range for the claims you would like to find (The date range will default to 10 days back from the current date You can select a date range as far back as 90 days for all statuses except Paid Paid status is limited to a 30 day search)

4 Click on “Search”

The Search Results Screen will appear next

1

4

2

3





Estimate Search, Cont

Note: The following is the list of status conditions that are available from the dropdown list:

Accepted Date invoice was submitted for payment

Initial Date estimate was created (saved)

Paid Date invoice was queued for payment by ICBC

Paid by Customer The customer’s deductible was greater than the total estimate cost

Review Date estimate or invoice was submitted and queued out for manual verification at PGO

This feature can only be used to search for estimates that belong to your facility





Search Results

How to use:

1 Select the claim by Clicking on the underlined claim number

2 Click on “Print” to print search results


1 2

Note: A maximum of 250 claims will be displayed Search criteria (the range of dates searched) may need to be modified to display all claims





Search Results, Cont

1 If estimate requires modification Click on “Modify Estimate” This includes amending the GST percentages

2 If estimate requires printing Click on “Print Invoice”

3 If estimate is to be submitted for payment Click on “Start Invoice”

4 To exit this screen Click on “Done”

Note: If the estimate has already been submitted as an invoice, the only buttons available will be “Print Invoice” and “Done”



Modifying an Estimate

Modifying an Estimate

Modifying an Estimate How to use:

There are three ways to access the Modify Estimate screen

1. After saving an estimate, Click on “Modify Estimate” from the “Estimate Summary” screen

2 After “Retrieving a Claim” initiated by ICBC, create an estimate and save it Click on “Modify Estimate” from the “Estimate Summary” screen

3 After “Searching for a Claim”, Click on “Modify Estimate” from the “Estimate Summary” screen

Regardless of how you reached the “Modify Estimate” screen, the estimate can be modified and saved Follow the same procedure as when you are creating an estimate

Note: Modification of an estimate may be required as a result of:

1 Incorrect items were entered when the estimate was created 2 Items were not entered when the estimate was created 3 “May require” mouldings or clips that were found to be required as

a result of the repair process 4 GST verification results in the need to amend the GST status and/

or percentage



Exception/Miscellaneous Items on Estimate


Exception/Miscellaneous Items on EstimateException Items

Exception items will be entered when no parts are returned by the system This may happen, for example, when a new model is introduced and no parts information can be retrieved See Parts Not in Database in the Claims Procedures

The Exception entry field may also be used for those situations where there is additional damage other than glass (Glass Plus) and you have received prior approval from PGO to include those parts on the claim

Note: When entering “Exception” items, a category (Glass, Moulding, Clip or Other) must be chosen before the entry can be made

Exception Items

If any item is entered in one of the “Exception” fields, Comments must be entered and the estimate must be submitted to the Document Capture Facility (DCF) for manual verification and payment by PGO staff (include all pertinent documentation and retain the signed CL14BX and originals of all part invoice documentation sent to the DCF in the shop file) Any items entered in the “Exception” field may or may not be paid depending on the item (Prior approval from PGO is required for all items other than glass, and w/s mouldings )





Miscellaneous Items

Enter any item not listed in the R&I Parts field in the “Miscellaneous” field and enter a description and price

Note: When entering a miscellaneous item, a full description and price must be entered The description will not show up on the Estimate Summary, but the price will be included in the labour total Both description and price will be printed on the CL14BX

Misc. Item

If any item is entered in the “Miscellaneous” field, comments must be entered and the estimate must be submitted to the Document Capture Facility (DCF) for manual verification and payment by PGO staff (include all pertinent documentation and retain a copy of the signed CL14BX and originals of all part invoice documentation sent to DCF in the shop file) Any of the items in the “Miscellaneous” field may or may not be paid depending on the item (Prior approval from PGO is required)



Access and Help Desk



ICBC Glass Web Express Access/Hours of Availability

Claim information can be accessed from the Glass Web Express for the purpose of initiating the estimate process during the following time periods:

Monday to Friday 6:00 AM – 9:00 PM

Saturday 7:00 AM – 7:00 PM

Sundays 7:00 AM – 5:00 PM

In the event of any scheduled or unscheduled system outage, all ICBC Glass Express participants will be notified by email

ICBC Help Desk

If you encounter technical difficulties while using the Glass Web Express application, try to use the Help feature for each screen and followed the instructions provided

If you’re still having technical difficulties with the application call the ICBC MD Technical Service Centre:

Only technical questions related to the Glass Web Express application will be answered by Help Line staff

All other claim estimate inquiries should be directed to PGO for clarification

If you are having problems with your Internet connection or other computer problems, please contact your Internet Service Provider or computer help-line

ICBC MD Technical Service Centre: 604-777-4600 or

Toll-Free: 1-877-777-4607

Hours of operation: Monday through Friday 7:00 am to 5:30 pm

Closed: Saturday, Sunday and statutory holidays





System Outages

If you wish to modify estimate information or complete an estimate during system outages, contact PGO for assignment details or estimate approvals You may be required to complete manual estimates until the outage has been corrected

Parts Data Base Mismatch

In the event that a part generated by the system does not match the vehicle, or the part price or labour time found in the system is incorrect please use the “Glass Express Review Request” link found on the Glass Express systems page to submit the corrections to ICBC ICBC will verify the information and update the system accordingly

Parts not on Database

If parts are not yet available in the system, you are required to enter those parts in the “Exceptions” items field while creating the estimate See the section titled “Exception/Miscellaneous Items on Estimate”

Note: Please also refer to the Claims Procedures topic “Glass Parts not in Glass Web Express Database ”

Operating System and Web Browser Updates

If you decide to upgrade to a version of the Windows Operating Systems or Internet Explorer other than those recommended in the Glass Express technology requirements, you are required to contact ICBC’s Help Desk to inquire if the new Operating System or Web Browser is compatible with GWE



Referring the Customer to ICBC



The customer should be referred to PGO for assistance if:

• There are concerns from the customer regarding vehicle damage

• There is damage to the vehicle in addition to the glass

• A customer requests a cash settlement on any portion of the repair

• A customer refuses the use of recycled glass when you have identified a satisfactory recycled part

• A customer refuses the use of NAGS (aftermarket) glass and does not have a replacement cost policy with ICBC

• A customer requires any claim details regarding the loss

Note: Outside of normal PGO office hours contact the Vendor Unit for assistance


Contact the Vendor Unit at 604-587-7182 in the Lower Mainland, or 1-888-650-6688 in all other areas



Error Messages

Error Messages

Error Messages

Participants may encounter various error messages while using GWE A description of the error will be contained in each message The majority of the error messages are self-explanatory

In the event you encounter an error message you may be advised to contact ICBC

In all cases contact PGO department However, outside of normal claim centre hours please contact the Vendor Unit for assistance


Contact the Vendor Unit at 604-587-7182 in the Lower Mainland or 1-888-650-6688 in all other areas



Button Explanations

Button Explanations

Button Explanations

The Glass Web Express application has various command buttons Listed below are descriptions of how they work and where they navigate

Start New Claim Screen

“Continue” navigates to the Confirm Policy Information screen “Clear” clears all entered information “Quit” (on navigation bar) closes the Glass Web Express application “X” (on browser window) closes the Glass Web Express application

Confirm Policy Information Screen

“Create Claim” navigates to the Terms And Conditions screen “Cancel” navigates to the Start New Claim screen “Quit” (on navigation bar) closes the Glass Web Express application “X” (on browser window) closes the Glass Web Express application

Terms and Conditions Screen

“Accept” navigates to the Start Estimate screen “Reject” navigates to the Start New Claim screen (if estimate does not exist and entry point was Start New Claim) it navigates to Retrieve Claim (if estimate does not exist and entry point was Retrieve Claim) “Quit” (on navigation bar) closes the Glass Web Express application “X” (on browser window) closes the Glass Web Express application

Start Estimate Screen

“Next” navigates to the Estimate Details screen (if all required data fields are entered and valid) “Cancel” navigates to the Start New Claim screen (if estimate does not exist and entry point was Start New Claim) it navigates to Retrieve Claim (if estimate does not exist and entry point was Retrieve Claim) “Quit” (on navigation bar) closes the Glass Web Express application “X” (on browser window) closes the Glass Web Express application



Button Explanations

Button Explanations

Estimate Details Screen

“Save” navigates to the Estimate Summary screen (estimate is created and stored to host and status is set to Initial Status does not change if the estimate is modified) “Cancel” navigates to the Start Estimate/Modify Estimate screen (depending on entry point) “Quit” (on navigation bar) closes the Glass Web Express application “X” (on browser window) closes the Glass Web Express application

Estimate Summary Screen

“Print Estimate” navigates to CL14BX preview (in Adobe PDF format) with the option to print “Modify Estimate” navigates to the Terms and Conditions screen “Start Invoice” navigates to the Confirm Invoice screen (if estimate total, including Insured’s portion of GST, is less than deductible then no navigation takes place and notice is given that Customer is to Pay “Return” navigates to the point of entry (Start New Claim, Retrieve Claim or Search Results)

“Quit” (on navigation bar) closes the Glass Web Express application “X” (on browser window) closes the Glass Web Express application

Confirm Invoice Screen

“Submit Invoice” navigates to the Estimate Summary screen “Cancel” navigates to the Estimate Summary screen “Quit” (on navigation bar) closes the Glass Web Express application “X” (on browser window) closes the Glass Web Express application

CL14B Print Preview Screen

“Print” navigates to the Print Settings Window “Return to Estimate Summary” navigates to the Estimate Summary page “Quit” (on navigation bar) closes the Glass Web Express application

“X” (on browser window) closes the Glass Web Express application



Button Explanations

Button Explanations

Print Settings Window

“OK” CL14BX is printed “Cancel” navigates to the CL14B Print Preview (no CL14BX is printed) “X” (on window) navigates to the CL14B Print Preview

Retrieve Claim Screen

“Retrieve” navigates to the Terms and Conditions screen (if estimate does not exist) it navigates to the Estimate Summary screen (if estimate exists) “Clear” clears all entered information “Quit” (on navigation bar) closes the Glass Web Express application “X” (on browser window) closes the Glass Web Express application

Estimate Search Screen

“Search” navigates to the Search Results screen “Clear” clears all entered information “Quit” (on navigation bar) closes the Glass Web Express application “X” (on browser window) closes the Glass Web Express application

Search Results Screen

“Claim Number” (link) navigates to the Estimate Summary screen “Return” navigates to the Estimate Search screen “Print” opens a Print Settings Window where you can select OK to print the Search Results Screen (in the Print Settings window click on Properties and choose landscape to print all columns) “Quit” (on navigation bar) closes the Glass Web Express application “X” (on browser window) closes the Glass Web Express application



Program Feedback

Program Feedback

Program Feedback

ICBC Glass Express Program feedback can be sent through the link on the Glass Express Systems page to ICBC PGO

An ICBC Glass Express participant may document a comment or an issue for resolution

Feedback on the program will be tracked and monitored to ensure quick resolution to issues as they arise

Technical questions related to GWE can be sent through the link on the Glass Express Systems page to the Material Damage Technical Service Centre

Glass pricing or labour time corrections can be submitted using the form provided on the link “Glass Express Review Request”

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APPENDIX A

Claim Initiation Worksheet

EP11 (042013)

VIN All R&I Items Odometer Overall Image (including plate)

Images clearly showing the options of the glass being replaced

Close-up of Damage

Digital Images Taken

Notes

Customer/Vehicle Information

Report Date (ddmmyyyy)

Licence Plate

Vehicle Year

Cause of damage

GST Registrant

PST Exempt

Yes

Yes

No

No

Make

Date of Loss (ddmmyyyy)

Registration Number

Model

GST%

Home Phone

Customer Name (first/last)

Work Phone

Claim Number

Cell Phone

Glass Description: Back Window Door Quarter Side Vent Windshield

Vehicle matches Insurance papers Yes No If no, record Vehicle Description __________________________

Licence Plate matches Insurance papers Yes No If no, record Plate Number _______________________________

VIN matches Insurance papers Yes No If no, record VIN Number ________________________________

Date of Loss appears consistent Yes No

Damage appears consistent with reported cause Yes No

Note: If any of the above are NO, contact your servicing claim centre

Odometer Reading ______________________________

Items for R&I :

Vehicle Inspection

Exterior Antenna Propane Decal Exterior Sun Visor Remote Starter Antenna

Other



APPENDIX B

Glass Express Documentation Checklist

EP12 (032015)

Estimate and Documentation Storage

1. Vehicle Identification Number (VIN)

2. Odometer (reading entered accurately)

3. Close up of damage

4. Damaged glass from an overall perspective (4m) including License Plate

5. Images clearly showing the options of the glass being replaced (i.e. Shade Band, 3rd Visor Frit, Rain Sensor, etc.)

6. All R & I Items

1. Shop receipt/invoice showing method of deductible payment

2. A copy of the latest ICBC version of the estimate (signed, including printed names, and dated)

3. Original purchase invoices for all parts used in the repair of the vehicle (OEM invoices must have claim #). Part numbers match those on CL14BX

4. Moulding or Rain Sensor gel pad barcode/part label attached

5. All sublet invoices obtained during repairs

6. All digital images stored to CDIS

7. Recycled parts research (printout of RPL screen, or as per Program Guide) Recycled glass used APV

8. Claims in review status (copies sent to PGO for payment)

Image Storage Requirements

Digital Images

Yes

Yes

Yes

Yes

Yes

Yes

No

Claim Number Plate NumberRegistration Number

No

No

No

No

No

No

No

No

No

No

No

No

Notes

Prior to submitting an estimate through GWE, store all of the required claim related images using the Claims Document and Image System.

No

Notes

Documents

Glass Web Express User Manual EP10...GLASS XPRESS SE MNUAL Overview March 30, 2015 page 3 eriew Overview ICBC Glass Express is a program that will identify and promote glass repair