Your Complete Guide to ICBC Claims & Recovery Plans with Proactive Health

When you’ve been injured in a car crash, the road to recovery can feel overwhelming. Navigating insurance claims, treatment plans, and your return to health is a lot to manage, but you don’t have to do it alone. At Proactive Health, we’re here to support residents of British Columbia through every stage of the ICBC injury recovery process, from reporting your claim to completing your personalized treatment plan.

This guide breaks down what to do after a crash, how Enhanced Care coverage works, and how to make the most of your ICBC-approved treatments, including physiotherapy, registered massage therapy (RMT), chiropractic care, and more.

Step 1: Report Your Claim to ICBC Right Away

The first step after any motor vehicle accident is to report your claim to ICBC as soon as it’s safe to do so. Reporting your claim generates a claim number, which you’ll need to start pre-approved treatments.

You can file a claim 24/7 through ICBC’s online claims service or by calling 604-520-8222 (or 1-800-910-4222 outside the Lower Mainland). Make sure you have the following ready:

• Your BC Services Card or online banking credentials

• Driver’s licence and vehicle information

• Date, time, and location of the crash

• Any photos or video footage of the incident

• Contact information for involved parties or witnesses

• Receipts for any crash-related expenses you’ve already incurred

Once submitted, your ICBC claim number will allow you to begin treatment immediately under the Enhanced Care model.

Step 2: Begin Your Treatment Plan as Soon as Possible

Under ICBC’s Enhanced Care, anyone injured in a crash is automatically eligible for pre-approved treatments for the first 12 weeks — regardless of who was at fault. This means you can access essential care without needing a doctor’s referral or waiting for approval.

At Proactive Health, our multidisciplinary team is ready to help you start your recovery journey with services such as:

• Physiotherapy – Identify and treat the root causes of pain and mobility issues from injuries like whiplash or joint strain, restoring strength, stability, and proper movement.

• Registered Massage Therapy (RMT) – Reduce muscle tension, improve circulation, and support healing of soft tissue injuries to relieve pain and enhance mobility.

• Fascial Stretch Therapy (FST) – Release tight fascia and improve flexibility and joint function, addressing stiffness and movement restrictions caused by collision-related trauma.

• Kinesiology – Rebuild strength, coordination, and functional movement through tailored exercise programs that support long-term recovery and prevent re-injury.

We recommend booking your treatments as soon as possible to maximize your benefits within that 12-week window.

Step 3: Understand Your Other Insurance Coverage

If you have extended health benefits through work or a private plan, those providers may be the primary payer for some expenses or income replacement. ICBC will coordinate coverage with them.

• Workplace injuries: If your crash happened while driving for work, WorkSafeBC is your primary insurer. ICBC becomes your secondary insurer, covering treatments not included under WorkSafeBC.
  
  

• Employment Insurance (EI): If you’re off work due to your injuries and qualify for EI, you’ll need to use those benefits before ICBC provides income replacement.

As of May 1, 2025, ICBC is the first payer for medical equipment costs, meaning you’ll submit those expenses directly to ICBC.

Step 4: Keep All Receipts and Submit for Reimbursement

While many healthcare providers direct bill ICBC (so you pay nothing out-of-pocket), some may require upfront payments. Always save receipts and invoices for crash-related expenses and submit them within 180 days for reimbursement at ICBC’s approved rates.

Setting up direct deposit will speed up reimbursement so you can focus on your recovery.

Step 5: Stay in Touch with Your ICBC Recovery Specialist

Your recovery specialist is your primary point of contact with ICBC. They’ll check in once your claim is processed, but it’s important to update them every 2–3 weeks, even if your recovery is going smoothly. Keeping them informed helps ensure continued coverage, benefit extensions, and adjustments to your treatment plan if needed.

Step 6: If Recovery Takes Longer Than 12 Weeks, You Have Options

While most people recover within 12 weeks, some injuries take longer. If you’re not back to your previous level of function, speak with your healthcare provider. They can recommend additional treatments and request benefit extensions from ICBC on your behalf.

In more severe cases — such as traumatic brain injuries, loss of limbs, or other catastrophic injuries — you may qualify for additional support like:

• Higher coverage for personal care assistance

• Lump-sum payments for permanent impairment

• Coverage for extraordinary travel or accommodation expenses

Step 7: Inform ICBC When You’ve Recovered

Once you’ve regained your pre-crash abilities and returned to your normal daily activities, let your ICBC recovery specialist know. This helps close your file and ensures all benefits and treatments are properly documented.

Pre-Approved ICBC Treatments at Proactive Health

Here’s what you’re eligible for in your first 12 weeks of recovery (as of May 1, 2025 – March 31, 2026):

One of the biggest advantages of ICBC’s Enhanced Care model is that you can start treatment immediately after your crash, with no doctor’s referral or pre-approval required. As soon as you have your ICBC claim number, you’re automatically entitled to a range of pre-approved treatments fully covered under Enhanced Care during the first 12 weeks of your recovery.

At Proactive Health, we provide all the core services included in this coverage to help you manage pain, restore function, and recover safely.

Here’s what’s covered for you under ICBC's Enhanced Care:

• Physiotherapy – Up to 25 sessions covered

• Chiropractic Care – Up to 25 sessions covered

• Registered Massage Therapy (RMT) – Up to 12 sessions covered

• Kinesiology – Up to 12 sessions covered

• Psychology or Counselling – Up to 12 sessions covered (each)

• Acupuncture – Up to 12 sessions covered

All of these sessions are included as part of your Enhanced Care benefits, meaning the cost is covered by ICBC within your initial 12 weeks of care. You don’t need a referral from a doctor or nurse practitioner to access them. Simply provide your Personal Health Number (PHN) and ICBC claim number at your first appointment, and our team can bill ICBC directly on your behalf.

Making full use of these covered treatment sessions during your first 12 weeks is one of the most effective ways to set yourself up for a complete recovery. At Proactive Health, we’ll work closely with you to build a personalized treatment plan tailored to your injuries, recovery goals, and lifestyle — ensuring you get the most out of your Enhanced Care benefits.

No referral required. All you need is your Personal Health Number (PHN) and your ICBC claim number.

Enhanced Care: A New Approach to Auto Insurance in B.C.

Introduced in May 2021, Enhanced Care is a care-based insurance model designed to make auto insurance more affordable and recovery-focused. Unlike the old legal-based system, Enhanced Care ensures every B.C. resident injured in a crash — drivers, passengers, cyclists, and pedestrians — receives the care they need without lengthy legal battles.

• No more waiting: Pre-approved care starts immediately after your claim is filed.

• Lifetime care for catastrophic injuries: Support continues for as long as medically necessary.

• Cost savings: Most drivers save around $490 per year on premiums, and basic rates remain unchanged through March 31, 2026.

• Accountability remains: Fault still affects premiums and penalties, even though care is available to everyone.

Disputing a Claim with ICBC

If you disagree with a decision about your claim, you have options:

• Speak with your ICBC claims representative or a manager

• Contact the Fair Practices Office

• File a dispute with the Civil Resolution Tribunal (CRT)

Begin Your Recovery with Proactive Health

If you’ve been injured in a crash, starting treatment quickly is essential to a full recovery. At Proactive Health, our team of registered massage therapists, physiotherapists, kinesiologists, and more is ready to help you heal and regain your strength.

We offer direct billing to ICBC, support with claims documentation, and personalized care plans tailored to your injuries, so you can focus on what matters most: getting back to the life you love.

Book your ICBC injury treatment in Richmond, BC today and take the first step toward recovery with Proactive Health.