We understand life can be unpredictable, especially after an accident, and we want to make your experience as smooth as possible. We require 48 hours’ notice to cancel or reschedule an appointment. Late cancellations will be charged to the patient at 50% of the appointment cost, and no-shows will be charged at 100% of the appointment cost. ICBC will not pay for late cancellation/no-show fees, but we’re here to work with you if you need flexibility.

We know the road to recovery can be long, and we’re here to help you every step of the way. After 12 weeks, if you need additional treatment for any service, we are happy to submit a request for further treatment on your behalf. Additional coverage is provided at ICBC’s discretion, and we will notify you as soon as any new ICBC coverage is approved. For services like active rehab, acupuncture, clinical counselling, and physiotherapy, there are no user fees—even after 12 weeks, if approved—ensuring you can focus on healing without financial stress.

We understand that navigating recovery options can feel overwhelming, especially if costs are a concern. While most services are fully funded, ICBC does not fully cover follow-up sessions for chiropractic and massage therapy after the initial period. Here’s what you need to know to plan your care:

• Chiropractic: In the first 12 weeks, you get 1 fully funded initial session and 24 partially funded follow-up sessions. After 12 weeks, ICBC does not fully fund follow-up chiropractic sessions, so a patient-paid user fee of $20 per session applies. It is ICBC’s policy that they will not reimburse patients for user fees, and other insurers may not allow us to direct bill them. However, you may be able to submit the user fees to your secondary insurer yourself. We recommend contacting them to confirm coverage before submitting, and we’re here to help you through this process.
• Massage Therapy: In the first 12 weeks, you get 1 fully funded initial session and 11 partially funded follow-up sessions. After 12 weeks, ICBC does not fully fund follow-up massage therapy sessions, so patient-paid user fees of $20+$gst per 45-minute session, and $40+$gst per 60-minute session, apply. It is ICBC’s policy that they will not reimburse patients for user fees, and other insurers may not allow us to direct bill them. However, you may be able to submit the user fees to your secondary insurer yourself. We recommend contacting them to confirm coverage before submitting, and we’re here to support you with any questions.

We know that recovering from a motor vehicle accident can be challenging, and we’re committed to making your care as stress-free as possible. In the first 12 weeks following your accident, ICBC fully funds several services with no user fees, so you can focus on healing. If you’ve already received treatment for your injury at another clinic, please let us know prior to your appointment—we’re here to ensure a smooth process. Here’s what’s included:

• Active Rehab (Kinesiology): You have immediate access to 12 fully funded sessions.
• Acupuncture: You have immediate access to 12 fully funded sessions.
• Clinical Counselling: You have immediate access to 12 fully funded sessions.
• Physiotherapy: You have immediate access to 25 fully funded sessions—the most extensive coverage available—to aid your physical rehabilitation and recovery.

After 12 weeks, if you need more treatment for these services, we’re happy to submit a request for further coverage on your behalf. Additional coverage is provided at ICBC’s discretion, and we’ll notify you as soon as it’s approved—still with no user fees, so you can continue your recovery without financial worry.

A deductible is an “activation fee” that some plans require patients to pay at the beginning of the year. If you have questions about your deductible, be sure to contact your insurer!

We know that sometimes you may have coverage under two different plans and/or two different insurers. At this time, we are only able to direct bill to your primary insurer; however, you are welcome to submit any remaining balances to any secondary insurer you may have. The only exception to this is if you have more than one plan with Pacific Blue Cross, as they will automatically process to your primary and secondary on their end.

We will direct bill your insurance provider for your session within 1-2 business days of your appointment date. Sometimes, insurers do not pay in full, or they may refuse payment. In either of these cases, we will send you an email explaining what occurred (including an “explanation of benefits” directly from your insurer) so that you are aware. Your credit card on file will be charged for the remaining balance, and a detailed receipt will be sent to you. This receipt can then be submitted to your insurer(s) who will reimburse you directly, if you are eligible for coverage.

Due to the very strict privacy policy put in place by insurance companies, clinics don’t have access to any information regarding your insurance plan (including your coverage or limits). You can review your policy documents or contact your insurer directly to confirm.

We are able to direct bill for the vast majority of our services, although most insurers do not allow clinics to direct bill for Kinesiology or Clinical Counselling services.

We are able to direct bill to most major 3rd party insurers. Please see below for a complete list. However, if you have an open ICBC or WorkSafeBC claim, please note that we cannot direct bill another insurer for treatment. For the most current list of insurers, please get an updated list from Billings.

We require 48 hours notice to cancel or reschedule an appointment. Late cancellations will be charged to the patient at 50% of the appointment cost, and no shows will be charged to the patient at 100% of the appointment cost.

It is essential that your intake forms are completed prior to your first appointment so our team can provide the most safe and effective care possible. Intake forms can be completed online any time before your appointment. If you need help completing your intake forms, please arrive 15 (or more!) minutes early for your appointment. If it's been a few years since your last appointment or you have a new ICBC or WorkSafeBC claim, you may need to complete new intake forms (we will let you know!). If you are a minor, your parent or guardian will sign the intake forms for you.