From: brewnoser2@gmail.com   
      
   If anyone has ever had to deal with ICBC after a minor or major accident, they   
   will likely not have complimentary things to say about them.   
      
   Here's an example of an ICBC employee with an attitude that likely kept a   
   whole lot of insurance-claim lawyers making steady income:   
   _______________________________________   
   CBC News · Posted: Mar 25, 2021   
      
   ICBC firing of adjuster who ignored distressed client and elderly woman in   
   pain upheld   
      
   The firing of a former adjuster for B.C.'s public auto insurer who ignored   
   injured and distressed clients when they called for help has been upheld by a   
   labour arbitrator.   
      
   The firing of a former adjuster for B.C.'s public auto insurer who ignored   
   injured and distressed clients when they called for help has been upheld by a   
   labour arbitrator.   
      
   The Insurance Corporation of B.C. dismissed the worker after he mishandled   
   several claims, including ignoring a client who was suicidal, refusing to take   
   a call from a 79-year-old client in distress and denying acupuncture benefits   
   to a customer who was    
   entitled to them, according to a March 2 decision.   
      
   The employee also showed up late for work more than a dozen times, acted   
   disrespectfully when given feedback and was "overconfident and nonchalant   
   about job requirements," arbitrator Nicholas Glass wrote.   
      
   Glass wrote that ICBC showed a "great deal of patience" with the employee and   
   that any lesser discipline would not have changed his behaviour.   
      
   The worker, he wrote, "proved incorrigible in the most precise sense of the   
   word."   
      
   ICBC suspended the worker three times in one year before firing him in August   
   2020, the decision says.   
      
   The case ended up in Glass's hands after the union representing ICBC workers   
   grieved the firing, arguing the corporation had overstepped and there was no   
   misconduct.   
      
      
   Suicidal customer ignored   
      
   The employee, who joined the Crown corporation in November 2016, had been   
   promoted twice and was tasked with handling injury claims.   
      
   Glass's decision details several instances where the worker erred in his role   
   over 18 months.   
      
   That includes his handling of a situation in February 2020, when he was asked   
   by his manager to urgently contact an assigned customer whose medical report   
   indicated they were suicidal.   
      
   When the manager came back from a 10-day vacation, they discovered the   
   employee had not contacted the client and had left the office abruptly for a   
   week.   
      
   A month went by before the adjuster contacted the customer. The manager   
   ultimately called the customer themselves and did a wellness check while the   
   adjuster was away.   
      
   "The reputational risk could have been disastrous had something occurred," the   
   manager wrote in notes compiled from a meeting about what happened.   
      
   In another instance, the employee was suspended for five days after he refused   
   to take a call from a senior in serious pain.   
      
   According to the decision, a colleague instant messaged the worker and said he   
   had received a call from a 79-year-old woman who was confused about her claim,   
   had lost her glasses and was in a "tremendous amount of pain."   
      
   The colleague stressed the call was urgent, but the worker asked she be   
   transferred to voicemail.   
      
   "Perhaps speaking to customers when they are not in an emotional high is a   
   better MO," the adjuster wrote to his colleague.   
   'Serious misconduct' by worker   
      
   On still another occasion, the adjuster rejected a claim to approve   
   acupuncture benefits, citing a lack of medical documentation, without getting   
   the needed manager approval first. This led to a "unpleasant confrontation"   
   with the doctor who requested    
   the claim.   
      
   A colleague later approved the same claim and noted the employee was   
   argumentative when she followed up with him. The worker was suspended for   
   three days over the incident.   
      
   The adjuster also failed to reach out to another customer injured in a car   
   collision more than two weeks after he received their claim. The adjuster   
   argued the customer was in hospital and too medicated to speak with him but   
   later admitted he couldn't    
   have known whether this was true.   
      
   Glass said several of the incidents cited comprised "serious misconduct" and   
   showed the worker was culpable.   
      
   He noted the union argued "valiantly" on behalf of the worker but said their   
   arguments were not persuasive.   
   ___________________________________   
      
   B.C. drivers to receive average of $190 each from ICBC pandemic rebate   
      
   --- SoupGate-Win32 v1.05   
    * Origin: you cannot sedate... all the things you hate (1:229/2)