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Making an injury claim

The investigation of your claim

Is your claim taking longer than you thought it would, or are we asking you more questions than you think we need to?

That's probably because there's a need to investigate your crash more fully or to ensure we're certain about all the details of your loss.

ICBC tries to process claims as quickly as possible. All claims are investigated, but sometimes there's a need for a more complete review. This could be because you've had an unusual number of claims in the past. It may be that your crash involved unusual circumstances. Or it could be that your claim is one of those we select on a random basis for intensive investigation — to help us in measuring how accurately we are handling all claims.

ICBC must be careful about all claims to ensure settlements are fair while keeping premiums under control. Thorough investigation is one way we work to reduce fraud, which affects the cost of insurance for every one of our customers.

We hope you understand why it is necessary for us to take such special care. And you can help by making sure you give your adjuster complete and accurate information about the crash and your loss as soon as you're able.

"Soft tissue" or "whiplash" injuries

Medical documentation is particularly important in "whiplash" injuries. These are also called "soft tissue injuries." Claims for these injuries are most common in situations where people have been occupants of a vehicle that has been struck from behind or "rear-ended" by another vehicle.

Claims for whiplash can present a difficult problem for insurance companies. That's because there are often no visible, objective sign of injury. When this is the case, it can be difficult to evaluate how serious the injury actually is, or how much it can affect a person's life or ability to earn a living.

Low velocity impact claims

If you were injured in a crash involving very low impact forces, your adjuster may classify your claim as a "Low Velocity Impact," or LVI, claim. There are special procedures for these kinds of claims that may delay or disqualify your claim. If your adjuster tells you that your claim has been classified as an LVI claim, please make sure you clearly understand what this means and why your claim has been classified in this way.

Will my claim be affected if I didn't take proper safety precautions?

Unfortunately, yes. Claim settlements may be reduced in the following cases:

Seatbelts were not in use
A head rest was not properly adjusted to reduce the chance of injury in a crash
A motorcyclist or motorcycle passenger was not wearing a motorcycle safety helmet
A bicyclist was not wearing a helmet, or not wearing it properly.

What if I'm told I "breached" my ICBC policy?

Your ICBC policy is a plan of insurance. And your coverage only applies so long as you are within the terms of the policy.

For example, your policy clearly states that ICBC is not liable to you if you drive while impaired by alcohol. Therefore, if you drive while impaired or knowingly permit someone else to drive your vehicle while impaired, you are "in breach" of your insurance policy and no longer covered by ICBC Third Party Liability coverage, or Own Damage coverage.

If you are found to be in breach, you should discuss your situation with your adjuster.

For more information about why ICBC sometimes denies claims, click here.