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Year in Review

2020/21 was quite a ride.

Car insurance certainly wasn’t the biggest story of the past twelve months, but ICBC spent much of last year implementing the most significant changes to auto insurance in B.C.’s history.

We thank all British Columbians for your patience, support and feedback over the past year, helping us move forward despite an unprecedented and challenging situation for all.

Preparing for Enhanced Care

We spent much of the year preparing for the launch of Enhanced Care coverage on May 1, 2021.

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Making Auto Insurance More Affordable

With Enhanced Care, B.C. drivers are seeing average saving of more than $400 per year.

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Navigating the Pandemic

We adapted by offering online and phone access for many services, and passed savings back to you through $950 million (total—not per person ) in rebates.

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Improving Our Financial Performance

Our net income was $1.54 billion, an improvement of $1.91 billion over the previous year.

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Expanding Customer Service

We provided service to over 1.5 million customers in person and introduced insurance renewals by phone and email with broker partners, an appointment-booking system, and insurance payment deferrals.

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Greater Transparency

More than 2,400 British Columbians joined our Insight Panel. We also made crash and vehicle data more accessible on our website.

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Preparing for Enhanced Care

In 2020/21, our ICBC team worked to ensure customers and partners were ready for the launch of Enhanced Care.

They helped shape the new care-based insurance system to make sure it works for everyone.

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Making auto insurance
more affordable

Enhanced Care will help ICBC keep customer premiums more affordable in the years to come.

0% savings

In 2020, the average annual cost of car insurance was $1,900. With Enhanced Care, it’s $1,500. That's around a 20 percent savings.

Use our tool to estimate your savings from
Enhanced Care

Navigating the pandemic

Because we all drove less in the early days of the pandemic, there were fewer crashes. ICBC had lower claims costs as a result.

We passed the savings back to you through a total of

$0 million

in two rebates to eligible customers. The first came in early 2021, the second in the summer.

Improving our financial performance

Claims Costs

$3.3 billion

spent to settle claims in 2020/21, $2.6 billion less than the year before.

woman with piggybank


In addition to less driving due to COVID, there’s been a downward trend in crashes, in part from road safety initiatives and road improvement projects by ICBC and our partners.

Net Income

- $1.15
- $0.38

How your premium dollars are spent

For every $1.00 we collect
in insurance
pays out
$0.00 Claims costs
$0.00 ICBC
$0.00 Tax, broker commissions, road safety projects, etc.

Income from investments helps offset these expenses.

Averaged from 2016/17 through 2020/21

Expanding customer service

The best news of all: most of these new customer service initiatives are here to stay!

Diversity, Equity and Inclusion

We’re a proud founding employer partner of the Canadian Centre for Diversity and Inclusion, a national organization that promotes diversity as an asset and not an obstacle.

We have more to do but some ways we’re taking action on our commitment to diversity, equity and inclusion are training employees to find ways to be more inclusive in their work and interactions, and encouraging peer-to-peer dialogue.

Greater transparency

We continued to expand our Insight Panel in 2020, adding a diverse group of more than 2,400 members from across the province.

The panel provides customers with opportunities to share your views and opinions on a wide variety of topics.

Join the Insight Panel

We also added a new tool to our website, to make information easier to find:

Latest ICBC statistics

Improving road safety

We’re committed to making roads safer for all British Columbians—drivers, cyclists and pedestrians.

2020 marked the 30th anniversary of our award-winning road improvement program.

Our road improvement program is credited with reducing property damage at improved sites by 15%
Our road improvement program is credited with reducing severe crashes by 24%
Since 1990, we've
invested over
$200 million in more than 7,500 road improvement projects across the province

Supporting B.C. communities

ICBC is committed to being a diverse, inclusive and equitable company that reflects all British Columbians.

We have engaged in direct outreach with 173 First Nations communities, with a goal of strengthening our relationships and providing better service.

We bring knowledge testing services to some remote locations that don’t have access to driver licensing offices.

Knowledge tests for learners' licences and motorcycle licences are available in 11 languages and over-the-phone interpretation service in 215 languages and dialects.

Our employees always show great generosity during the annual United Way campaign, now in its 47th year, and JeanUp campaign, supporting BC Children’s Hospital. Our campaigns during the pandemic were among the most successful in B.C.

We increased grants to injury recovery organizations that we support through our Community Grants Program, recognizing that they have been squeezed by the pandemic.

What's next?



In 2020/21, we managed vehicle repair costs and found efficiencies in how we process claims.

We’re always looking for ways to reduce costs while offering outstanding products and services, to ensure ICBC is financially sustainable and auto insurance is affordable for British Columbians.

Easy interactions

We’re continuing to implement ways to make our products and services easy to access, wherever you are. Next up: online insurance renewals by May 2022.

Reaching further

We will continue to work on areas like improving our customer service and ensuring we are fair and inclusive in all we do. We are always seeking to live up to the privilege of serving British Columbians.

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Road Safety Story

Giving Pedestrians the Green Light

Pedestrians in Saanich have more time to cross the street, thanks to an ICBC partnership.

The municipality has introduced Leading Pedestrian Intervals (LPIs) at seven intersections. LPIs give pedestrians a head start on vehicles, improving the visibility of pedestrians, cyclists and people who have difficulty with mobility. ICBC’s Road Improvement Program provided $44,400 to Saanich’s LPI project in 2020/21, to help the city almost double its number of LPI intersections.

This new and increasingly popular measure is an inexpensive but impactful way to increase safety by allowing pedestrians to enter the crosswalk before motorized traffic gets a green signal. Research shows that LPIs can reduce pedestrian-vehicle collisions at an intersection by 19 per cent, and all serious collisions by 17 per cent.

Since 1990, ICBC has invested approximately $209 million in over 7,500 road improvement projects in partnership with municipalities across B.C. as part of our commitment to making roads safer for drivers, cyclists and pedestrians.

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man and woman

Enhanced Care

Stakeholders Stepped Up To Help Make Enhanced Care Work For Injured Customers

As much care as you need, for as long as you need it – that’s the promise of Enhanced Care.

Living up to that promise is a tall order. We couldn’t design this insurance system alone, so early in the process of planning Enhanced Care, ICBC and government asked for the help of the disability advocacy sector, medical professionals, road safety advocates, and those who work with injured British Columbians on a daily basis.

Not only did stakeholders step up, they did so in the early days of the COVID-19 pandemic. As one example, the kick-off meeting with the Doctors of BC – the group that agreed to host Enhanced Care consultations with doctors – landed during the same week that hospitals and clinics were sourcing PPE for their COVID-19 response. Instead of putting the consultations on hold, the doctors’ association made the meetings a priority and shifted quickly so the meetings could be done remotely.

The medical and healthcare providers continued to show up, host, organize and contribute showing their commitment and how invested in Enhanced Care and helping injured customers they are.

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Navigating the Road to a Driver's Licence

Since 2018, ICBC has supported group knowledge testing in Indigenous communities across B.C. Last year we administered learners’ tests for 33 members of the Nisga’a Nation in their home community in the Nass Valley, where the absence of a nearby driver licensing office has long been an issue for locals. Driving students aged 16 to 65+ were able to take the exam within the security of their community, and the pass rate was on par with Metro Vancouver’s. Among those who passed was someone who had been unsuccessful on seven previous attempts at the Terrace driver licensing office.

Changes have also been made to reduce “red tape” barriers for Indigenous driver’s licence candidates. For instance, tribal council members can now provide consent for those under the age of 19 to write their knowledge tests.

A driver’s licence can change the outlook and opportunities for many people living in remote communities, especially the young. With a licence, young people don’t have to rely on others for a ride and can safely travel to larger communities to further their education, go to the doctor or buy groceries.

hands holding a heart
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Navigating the Pandemic

ICBC Adjusts Quickly to Share Our Space in the Fight Against COVID-19

When Vancouver Coastal Health reached out to ICBC about temporarily using its Capilano Claim Centre as a COVID-19 testing site, staff across multiple divisions and departments quickly stepped up and worked together to make it a reality.

VCH found the space ideal because our Claim Centre drive tubes enable efficient testing – people need not even leave their vehicles – and interview booths within the facility were used to securely house medical supplies. Previously, healthcare workers were conducting testing outdoors. Capilano Claim Centre fit their needs, and was a welcome change as the weather worsened.

In fact, four other ICBC claim centres around B.C. – in Courtenay, Duncan, Trail and Victoria (Dunedin) – also made adjustments to share their spaces with their local health authorities for testing. Capilano Claim Centre went on to become a COVID-19 vaccination centre when the provincial vaccine program began in early 2021.