Health services

Enhanced Care

Enhanced care and recovery benefits

Under Enhanced Care, all British Columbians injured in a crash on or after May 1, 2021 have access to medical care and treatment needed to recover, no matter who is responsible (at fault) in the crash.

What Enhanced Care coverage means for health services

To ensure the value and effectiveness of the care and recovery available under Enhanced Care coverage, ICBC works with a wide range of health care providers, disability advocates and other stakeholders.

ICBC focuses on creating a supportive and transparent customer experience. Enhanced Care enables customers to achieve recovery through quality care and delivers the greatest value to people who live in British Columbia. ICBC has defined a series of guiding principles that influenced the design of Enhanced Care:

Fund evidence-based treatment that is reasonable, necessary, and medically advisable
Utilize function-based outcomes to support customer recovery
Support seamless and timely access to care
Customize the level of intervention and involvement to the unique needs of the customer
Collaborate with health care providers to support their design and delivery of integrated care

Find more information about key elements of Enhanced Care for health services below.

Under Enhanced Care, ICBC supports customers in accessing early access treatments, previously known as “preauthorized treatments,” that meet their rehabilitation needs. Early access treatments are available within the first 12 weeks following a crash.

Treatments accessed within the 12-week period should be necessary for the customer's rehabilitation, with a focus on reaching functional goals and following evidence-informed best practices.

To ensure ICBC is paying the fair market rate for treatments, rates are adjusted to the Consumer Price Index. You can see the fees for your specific discipline In the ICBC fee guide for Health Care Providers on your health care provider page linked in the navigation bar.

If a customer requires additional treatments beyond the early access period, you can submit a treatment plan through the Health Care Provider Portal or the Health Care Provider Invoicing and Reporting (HCPIR) application. We also accept treatment plans via email using a pre-populated PDF form. You can learn more about treatment plans below.

When a customer wants to start treatment with a new health care provider after the Early Access Period (12 weeks since date of crash), here are the steps for you to initiate care.

Contact the ICBC recovery specialist by phone or email to obtain approval for one to two treatments so you can assess the new patient's injuries.
If the initial assessment funding request is approved:
-Conduct the initial assessment
-Only Counsellors and Psychologists are required to submit an initial report regardless of the date of crash.
-Submit an invoice for the initial assessment (and report, if applicable)
If additional treatment is recommended, submit a full treatment plan via HCPIR/HCPP. If, in your assessment, you identify information the recovery specialist should be aware of, you are encouraged to request a conversation with the recovery specialist.

The Health Care Provider Portal provides ICBC Recovery Network members with a comprehensive view of their account with ICBC so they get essential work done quickly and easily. Health care providers can log into the authenticated portal to:

Submit invoices, reports and treatment plans with automatically populated customer information (like legal first and last name and Personal Health Number)
View and track the status of invoices submitted to ICBC
View payment history

To access the Health Care Provider Portal, you'll need to enter a personal identification number (PIN) to set up login credentials and when logging into the portal. If you are signed up for direct deposit, your unique PIN will be sent to the email address used for direct deposit. If you aren't signed up for direct deposit, you'll receive your PIN through the mail. To sign up for direct deposit, complete the direct deposit form and submit to ICBC.

The current Health Care Provider Invoicing and Reporting (HCPIR) application is still available, giving you options for how you submit invoices and reports to ICBC.

Note: The HCPIR is reserved exclusively for members of the ICBC Recovery Network. Members who currently have access to the HCPIR application include acupuncturists, chiropractors, counsellors, kinesiologists, medical equipment providers, nurses, occupational therapists, physiotherapists, psychologists, registered massage therapists and personal care assistance providers.

ICBC’s claim representatives will play a greater role in coordinating and monitoring a customer's claim, particularly when injuries are more severe and complex. This means ICBC will be proactively engaging with the customer and their care team to support recovery and introducing new ways to support collaboration between ICBC and health care providers. Together, we will learn how a customer's injuries are impacting their life, establish recovery goals and milestones, and will use the most up-to-date evidence to help support the best possible recovery.

Care Plan Meeting

A Care Plan Meeting is meant to resolve barriers, overcome challenges and realign expectations in the return to work/function plan.

With Enhanced Care, ICBC claim representatives initiate and schedule these conversations with members of the customer's care team, their employer, and the customer to align on goals, objectives and overall medical case management.

We want to encourage collaboration amongst the customer's care team and other stakeholders to enable supportive transitions, functional improvements and reaching recovery goals.

Clinical Advisory Group

The Clinical Advisory Group is made up of registered health professionals, including physicians and health care providers, who provide their clinical expertise to help ICBC claim representatives make informed insurance funding decisions. The role of the Clinical Advisory Group is to provide an opinion but not to make adjudicative or entitlement decisions; that remains the claim representative’s role. Members of the Clinical Advisory Group may contact health care providers directly to better understand the rationale behind treatment or care plan recommendations for a customer.

The Clinical Advisory Group provides objective, evidence-informed, and timely clinical insights to ICBC claim representatives when inquiries arise during a customer's recovery.

If a client was injured in a motor vehicle crash while they were working, this is considered a WorkSafeBC claim and their injury claim should be reported to WorkSafeBC as soon as possible. Health care providers should invoice WorkSafeBC and follow their procedures first.

In these cases, ICBC is the second payer and may fund treatment as a top-up to Regulated rates or in addition to WorkSafeBC. For example, WorkSafeBC does not fund Kinesiology but ICBC does so kinesiologists should follow ICBC procedures for treatment and invoicing.

When customers have more than one motor vehicle crash, each claim will have a specific claim number and perhaps a different claim representative. The claim representative will work with health care providers to determine if there are new injuries resulting from the most recent crash, or if the new crash exacerbated injuries from a previous crash or crashes.

If there are new injuries, ask the claim representative which claim number to use for invoicing and reporting, as different benefits may apply based on the date of the original crash.

Business partners

Business partners

Health services

Enhanced Care

Enhanced care and recovery benefits

What Enhanced Care coverage means for health services

Care Plan Meeting

Clinical Advisory Group

Care Plan Meeting

Clinical Advisory Group

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Enhanced care and recovery benefits

What Enhanced Care coverage means for health services

Early access treatment

Treatment outside of early access

Health care provider portal

Interacting with ICBC

Care Plan Meeting

Clinical Advisory Group

WorkSafeBC and ICBC

Multiple claims

Policy updates

Early access treatment

Treatment outside of early access

Health care provider portal

Interacting with ICBC

Care Plan Meeting

Clinical Advisory Group

WorkSafeBC and ICBC

Multiple claims

Policy updates

Enhanced Care