ICBC Support for Health Care Providers

This section is your go-to place for point-of-care information related to ICBC reporting and resources. Find out answers to frequently asked questions about completing reports, how to fill in sections of reportspreapproved treatments, Registered Care Advisors, payments and billing, legal concerns, and helpful resources (external links, handouts, education, and contacts).

ICBC and UBC CPD are partnering to develop education for family physicians (FPs) and other health care professionals (physical therapists, occupational therapists, and medical office assistants) to introduce changes to how ICBC works with providers and patients in British Columbia, including moving from a compensation-based model to a care-based model.

The ICBC Education Project offers online resources, webinars, an online module, and in-person workshops for family physicians, occupational therapists, physical therapists, medical office assistants, and other health care providers who support patients after a crash. See Resources page to access education.

This section provides a background to the ICBC changes made on April 1, 2019, including a description of the changes, information about the UBC CPD ICBC Education Project, what the patient and physician journey look like, and reporting goals.

Click on the headers below to expand content.

2019 Changes

ICBC changed the reporting process for health care providers on April 1, 2019. Why?

Injury claims, legal costs, and car repair costs were at an all-time high. By reducing these costs, more financial resources could be redirected to medical care and recovery. These changes were directed by the provincial government to manage ICBC’s unsustainable financial situation.

People injured in crashes felt a lack of direction/support from ICBC in navigating the claims process, thus ICBC increased support for injured people and health care providers.

There was confusion for patients and healthcare providers in navigating the claims process. There is now a renewed focus on the care and recovery aspects of the claims, including an emphasis on removing barriers and simplifying processes.

What does all of this mean?

ICBC strives to create a sustainable system that enables the best possible care for people injured in crashes and supports a collaborative relationship between patients, providers, and ICBC.

These changes to ICBC came into effect on April 1, 2019 to support a care and recovery-focused model. The changes included: new reports and processes, new and updated treatment fees, and greater clinical autonomy for physicians.

Learn more about the changes at ICBC here.

UBC CPD's Role

UBC Continuing Professional Development (UBC CPD) has partnered with ICBC* to develop education and tools to support:

  • Family physicians, medical office assistants and primary care providers (physical therapists, occupational therapists) to provide the most effective and efficient care possible for their patients with motor vehicle injury claims.
  • Knowledge translation of ICBC changes, including access to care, accident benefits, regulations, and billing and reporting.


*ICBC has provided an unrestricted grant to UBC CPD to conduct a needs assessment and subsequently develop education and tools for health care providers, including webinars, resources, online modules, and workshops. Content for this education is developed and reviewed by UBC CPD medical education organizers, leads, and subject matter experts.

Patient Journey

An ICBC injury claim has a number of steps for the patient – here is what that process looks like:

  1. Motor vehicle crash occurs
  2. Patient submits an injury claim to ICBC online or over the phone to receive a claim number
  3. Patient communicates with a Customer Claims Specialist (formerly Injury Adjuster) at ICBC
  4. Patient sees a physician or other health care provider (HCP) to assess injury
  5. Physician or HCP seeks patient’s consent to share relevant health information with ICBC
  6. Appropriate medical report is submitted to ICBC
  7. Management of injuries
  8. Return to function

Physician Journey

An ICBC injury claim has a number of steps for the physician – here is what that process looks like:

  1. Motor vehicle crash occurs.
  2. Injured person books to see you.
  3. Conduct assessment and complete appropriate ICBC medical report.
  4. Manage care by directing injured person to appropriate preapproved treatments (e.g. physiotherapy, occupation therapy, etc.).
  5. Provide standard follow-up visits as appropriate.
  6. Refer to a Registered Care Advisor where appropriate or necessary.
  7. Complete Reassessment Report as necessary.
  8. Provide ongoing management in line with overall care plan.


Reporting Goals

The goals of reporting are to:

  • For patients:
    • Provide early and clear information regarding their injury to ensure they get the most appropriate care and understand their treatment goals
    • Promote early identification of potential barriers to recovery so that ICBC can support the provision of proactive solutions or interventions
  • For health care providers:
    • Create a treatment plan and objectives to support the best possible treatment and care for people who have been injured in a crash and enable their return to function
    • Remove administrative burdens for health care providers and streamline the reporting process
    • Enable support and consultation from expert physicians (Registered Care Advisors) to inform diagnosis or care plans
  • For ICBC:
    • Access relevant and appropriate information about the injury early, to support treatment and return to function
    • Provide additional support to health care providers when necessary and appropriate

If you have any questions about the ICBC Education Project or these webpages, please contact icbc.cpd@ubc.ca.

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