Frequently Asked Questions
Q: I’ve been in an accident/my car has been vandalized, what do I do next?:
A: Your insurance adjuster will issue you a claim number and either book you an appointment to visit one of their claim centres or allow you to come into one of our locations for your repairs. Bring your claim number and insurance papers with you when you come in for an estimate.
It is not necessary to make an appointment for an estimate at one of our facilities, you can drop in whenever works best for you during business hours. If your schedule is limited, please give us a call and we will do our very best to accommodate you.
Q: Do I have to pay my deductible?
A: If you are not at fault for the accident and your deductible has been waived by your adjuster, you will not have to pay your deductible when you pick up your vehicle. If you are at fault for the accident or if liability is not yet determined, you are required to pay your deductible and your insurance company will reimburse you if your deductible is eventually waived. Please note in the case of Comprehensive or Hit and Run claims you are almost always required to pay your deductible. Be sure to ask your insurance adjuster about your deductible.
Q: Do I get a loaner vehicle during the repairs?
A: We will do our very best to ensure you have a loaner vehicle during the repair process. We have courtesy cars as well as a rental company on site for your convenience. While it does depend on your insurance coverage and who is at fault for the accident, we will do everything to ensure you have a loaner vehicle regardless of your circumstances. Please give us a call and one of our customer service representatives will be happy to discuss this further with you.
Q: Can I drop my car off right away for repairs?
A: We need to see your vehicle for an estimate first before we can begin the repairs. This is because we need to ensure we are able to have a loaner vehicle ready for you (if you require one) and to ensure all the parts needed to repair your vehicle have arrived. In some situations we are able to take your vehicle in the same day but this is done on a case-by-case basis. Please note if you have a Hit and Run claim we are required to get approval from your insurance company before beginning repairs.
Q: How do I make an appointment for an estimate?
A: We highly recommend you call or email us to make an appointment for your estimate. We accept a limited number of walk-in appointments and you will likely need to wait longer without an appointment. With an appointment, the process should take approximately 30 minutes. Please remember to bring your insurance papers and claim number with you.
Q: I’ve been in an accident and I’ve told my insurance company that I want the vehicle towed to your facility, now what?
A: Your insurance company will be in touch with us once they are ready to tow your vehicle to one of our locations. We will be in touch with you once your vehicle arrives to discuss loaner vehicle options, your estimate, receive authorization for repairs, etc.
Q: Do you have a lifetime guarantee?
A: Yes we are proud to provide all of our customers with our lifetime guarantee as long as they own the vehicle. We stand behind all of our repairs to give customers the confidence to entrust us with the repairs of their vehicle. If you would like to discuss our lifetime guarantee further, please contact any one of our locations.
Q: Do you do glass repairs?
A: We are a proud to offer ICBC Express Glass services to all of our customers. Whether it’s part of a larger claim or if all you need is glass, we can help you out! We offer this service at all of our locations; call 604-984-2454 to make a glass claim with us or you can inquire at any one of our locations.
