FAQs: new collision repair program

Collision repair program application and tiering

When will the new collision repair program be introduced? 

We plan to begin implementation of the new collision repair program on February 3, 2020. 

Will facilities in the existing program need to re-apply? 

Express Repair facilities that are currently in good standing will need to sign a new agreement in order to participate in the new program. Additionally, they will be required to create a “company profile” by entering information in a new system called Entegral. Express repair facilities will join the new program in Tier 2. 

What is the term of the new contract? 

In the past, Express repair agreements had a one year term and were renewed annually at the end of October. The new collision repair program agreement has a three year term, running from February 3, 2020 to February 2, 2023. 

Are there changes to rates among tiers? 

 All tiers have the same rates. Repair facilities that are under a second performance review cycle are subject to the development rate for 90 days regardless of tier. Rates will remain the same if a facility moves from one tier to another – rates are independent of tier status. 

When will the phase out for non-accredited and accredited facilities (c.a.r. shop program) begin?

 The phase out of non-accredited facilities will commence at the start of the new program on February 3, 2020 for a two year period. The phase out period for accredited facilities (c.a.r. shop program) will be from February 3, 2020 until June 30, 2020. 

If a facility is part of a chain or MSO & Banner, will it be measured individually or as part of a group? 

Each individual repair facility is measured against all other repair facilities in their respective region, regardless of whether the facility is an independent, banner shop, or part of a chain. 

How often will tiering take place? 

Static tiering will commence after 12 months and the future date will be communicated in the near future.

Key performance indicators (KPIs)

When does the KPI measurement begin and when does initial tiering commence? 

All repair facilities in the program will start at zero in respect to KPIs. The KPIs will be measured at the start of the program and facilities will be able to see how they are tracking throughout the year. In the new tiering model, all repair facilities in the current program will start in Tier 2, and current accredited (c.a.r. shop program) and non-accredited (base) have the option of applying to the new collision repair program. However, no new applications to accredited (c.a.r. shop program) and non-accredited (base) will be accepted. After 12 months of KPIs, the top 20-30% of facilities will be placed in the top tier of their respective region. Participants in Tier 2 will be re-tiered to Tier 1, Tier 2 or Assessment Tier, depending on the KPI results.

How are the key-to-key parts of the KPI’s monitored?

The “key in” date is when the repair facility receives the customer’s vehicle with an authorized claim. The “key out” date is when the customer picks up their repaired vehicle.


Will the new target for cycle times still be 3.0 hrs per day?

 There is no target. Repair facilities will be measured and compared to the cycle times of other repair facilities in their respective region.

Equipment, parts, procedures

Regarding alternate parts, is there any consideration for dealership repair facilities as the majority of our repairs are newer vehicles with little to no aftermarket parts available? 

Smaller regions were created where those repair facilities have more in common in business mix and impacts, such as a dealer or certified through a manufacturer. As a result, the weightings for KPI are higher on QA which focuses on the quality of estimate. Other factors are being included to normalize other metrics, including cycle time and estimatics with an aim to increase objectivity in these metrics. 

Will scan equipment be a requirement in the program?

Yes, a scan tool will be required for a facility to be a participant in the program. Minimum program requirements (Equipment and training included) apply to all tiers.

What equipment does ICBC recommend? 

ICBC will not be compiling a list of compliant equipment. Equipment constantly changes making it difficult to maintain a list of all acceptable equipment. The requirements will list minimum capabilities. Each repair facility will need to ensure their equipment meets or exceed these capabilities. 

Which service for manufacturer procedures should facilities consider? If a facility has Tech Advisor as part of Mitchell Connect, is ICBC recognizing that as OEM procedures under the new program? 

ICBC cannot recommend a service for manufacturer procedures. There are companies that provide a large percentage of manufacturer repair procedures; however, some are only available directly from the manufacturer. Each participant in the program should review their mix of business to see which platform or application of manufacturer repair procedures make the most sense. If Tech Advisor has up-to-date manufacturer repair procedures that can be used in the new program, ICBC will recognize that as OEM procedures under the new program. No solution maintains a database for all years, makes and models. Repair facilities will have to determine the solution that works best for their mix of business. 

Will manufacturer repair procedures be provided by ICBC or by Mitchell? 

No, ICBC will not be providing the repair procedures to industry. It will be up to the facilities as to which vendor they want to use to provide OEM procedures. ICBC is not compensating participants for repair procedure information at this time.

Advertising, branding, marketing

I need to replace my signage. Do you foresee a change to the program logo? 

We are reviewing the future program branding. This may include changes to the logo and other use of proprietary marks. We suggest waiting for the new program requirements for logos which will be announced early 2020.


What does ADAS calibration mean?

ADAS is Advanced Driver Assistance Systems, like the automatic braking or lane departure systems. The manufacturer may require a calibration when repairing these areas or replacing these parts. This is typically a sublet at a dealership.


What do I do when I see a compliance utility warning or failure?

Please see the Mitchell Estimate Advisor Reminder.

How do I format the estimate so it appears with our Shop name?

Open the existing estimate.

Click the Admin tab, then point to the Names subtab.

In the Estimate Header section, click the drop-down and select the company name.

Print preview the estimate to verify the information is correct.

What’s the difference between Paintless Repair and Paintless Dent Repair?

If you are writing or reviewing an estimate with long expansion notes (see example screenshot), please note that Paintless Repair refers simply to an operation in which paint is not required. Do NOT delete this operation. Paintless DENT Repair is a different operation entirely.

What do I need to consider when I’m setting up a new computer or updating my computer?

If you are adding a new computer or updating the operating system on your shop computers please contact Mitchell’s TAC for assistance with installing the Mitchell software and validating the installation prior to writing estimates.

Some appraisal assignments are missing the deductible information.

Some Express MOI appraisal assignments may incorrectly show the deductible amount as “$0, Unknown”. Check the message entries on the claim for the correct deductible information.

Why does Mitchell Connect report the claim does not exist?

When retrieving an Express MOI appraisal assignment make sure the claim number is entered in the correct format. See the example below:


Make sure to enter the dashes with no spaces in between and also make sure to enter the Suffix letter at the end. If the customer provides you a claim number without the suffix then add the ‘A’ suffix to the end. Also confirm the vehicle registration number you obtained from the customer.

If you have entered the claim details correctly and you’re still unable to retrieve the claim then please contact MD Tech for further assistance.

How do I add ATS to an estimate?

ATS is added via the General tab under the Administrative section of Mitchell Estimating.

What do I do if I get an error in Mitchell?

Refer to the Mitchell error messages job aid for instructions.

What do I do if I get an error that says: this claim does not exist, please contact carrier?

Make sure that the claim number (including suffix ID) and Registration number have been entered correctly, including the dashes. For example:

Claim Number: EA12571-2-A
Registration Number: 10455600

When a space is used instead of dash (-) in the claim number, the following error message will appear:

“Claim number cannot contain special characters”

If the error message is displayed even after the claim number has been entered correctly, it means the claim does not have an Express Repair MOI created. Contact MD Tech (604-777-4600 or 1-877-777-4607).

What happens if I accidentally add a dollar amount for an additional labour operation?

If a “Price” (dollar value) is entered instead of Labour Unit (time) when adding an ‘Additional Operation’ labour item to an estimate, the payment will be stopped in (APR). See the APR mismatch error guide for full details.

Where can I go for support? ( Including lost Mitchell account number, username, password and email )

For technical issues, please contact Mitchell directly:

Mitchell’s Technical Assistance Center (TAC)
Mon – Fri, 5am – 5pm | Sat: 7am – 11am
or go online to: www.Mitchell.com/support

Mitchell Editorial requests

For labour time corrections, please contact Mitchell’s Editorial team via:

Email: collisionproductsupport@mitchell.com
Phone: 1-800-448-4401, Monday – Friday, 6:30am – 5:00pm PST