ICBC adjusters issue 48-hour strike notice – “workload is a problem”

Burnaby – The Canadian Office and Professional Employees Union, local 378 (COPE 378) has issued 48 hour notice of their latest job action at ICBC: a return to claims centre adjuster workload levels as established in a 1996 workload study – the most recent completed by the Corporation.  “Workload is a very big problem at ICBC, especially at claims centres,” said COPE 378 President David Black.
“Our members are struggling under caseloads that are, on average, double the levels set out in the 1996 workload study. This is about customers too—when our adjusters are overworked they don’t get the time to give drivers the service they deserve.”
The study, a product of a joint union-management committee, was started in 1993 and completed in 1996.
The union has repeatedly asked ICBC to undertake a new workload study in the intervening 16 years. However, the Corporation denies that workload is a problem even though, as uncovered by the provincial government’s review, the number of unionised employees has diminished as management ranks have grown.
“We won a significant unpaid overtime grievance, which was a direct result of the exploitative workload culture in ICBC’s claims centres,” explained Black. “We’re pursing redress, but we would much rather work this out with ICBC at the bargaining table.”
In his decision, Arbitrator Colin Taylor wrote that ICBC benefited from an “unjust enrichment” from workers performing unpaid overtime.
As a result of this job action, ICBC customers may have to wait longer to get a Claims Centre appointment.
But when with an adjuster they will likely receive a higher level of customer service as they adjuster won’t be forced to rush through the appointment and the entire claims process.
“We’ve worked hard to not to inconvenience the public with our job actions,” said Black. “We care very much for the quality of service ICBC customers get, which is part of why the workload issue is so important. Our hope is that this will be a short-term pain that will lead to a long-term gain for both our members and B.C. drivers.”
The job action affects 42 ICBC Claims Centres around British Columbia including:  Fort St. John Branch Office.
Fort Nelson claims are completely handled out of the Fort St. John Claims Centre except for some estimate appointments. A road estimator comes to Fort Nelson about once a week to process those estimates.
The office is located at 3901 Nahanni Drive.

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