ICBC rolling out new software, says customer delays likely

ICBC says itscustomers should expect delays as the insurer implements the largest technological upgrade in its history.

The public insurer is in the midst of thesoft launch of a computer-system change for the first time in 40 years.

"We have launched one product and a few transactions to test them in a real system," said Nicolas Jimenez, ICBC's vice-president of insurance and driver licensing.

"We are going to do that for twoweeks,and then we will evaluate how it hasgone.Then, we willflip theswitchon the entire program."

Only 'handful' of issues

So far, the new system has handled about 10,000 transaction and Jimenez said there have only been a handfulof technical issues.

The $400-million project was initiated to upgrade the old computer system that brokers use to register vehicles and sell auto insurance.

"You can take a training courses, and you cando all the prep you want, but it's always different when you have a customer live in front of you," said Jimenez.

"There will be a period of adjustment as brokers learn the new system, and customers are probably seeing some delays."

Training underway

In the first few days of using the system, brokers have found some complicated registration or renewals have taken longer to complete than normal, mainly based on unfamiliarity with the computer program.

But Chuck Byrne, theexecutive director of the Insurance Brokers Association of B.C., said the"worst is behind us after the initial shock of the look and the feel of the new system."

"it's got to be one of the most complicated rollouts of its kind in history because of the uncountable number of tie-inswith the databases of the Crown corp, ICBC," he added.

"There is no doubt that with summertime andholidays some brokers have been caught off guard and not as prepared as they could have been. That is being rectified pretty quickly, as we can see how many people are now signing up for the training."

The public insurer expects to the entire new system up and running by Aug. 21.