Steps of an injury claim

Making an injury claim?

If you live anywhere in the Lower Mainland, including Vancouver, North Vancouver, West Vancouver, New Westminster, Surrey, Coquitlam, Richmond, Burnaby or Langley, please call Dial-a-Claim at 604-520-8222.

Elsewhere in B.C., Canada and the U.S., call 1-800-910-4222.

Injury claim process

Here is an example of the steps of an injury claim:

1: Call Dial-a-Claim

After taking your report, Dial-a-Claim staff will either:

• handle your claim for you and direct you to an ICBC-approved c.a.r. shop VALET facility, or
• arrange an appointment at an ICBC claim centre for you to see an adjuster and an estimator.

How to make a claim »

Vancouver, Surrey, Coquitlam, Richmond, Burnaby and Langley

In these and other Lower Mainland locations, call 604-520-8222.

Other locations in B.C., Canada and the U.S.

Call 1-800-910-4222.

2: Meet or speak with an adjuster

After you call Dial-a-Claim, we will either set up a phone or in-person meeting with your adjuster.

The information you provide about your crash and injuries will enable your adjuster to properly investigate your claim. You will:

• describe your version of the crash
• advise if emergency vehicles attended
• disclose injuries arising from the crash and pre-existing conditions
• provide disability information if you are unable to work or perform housework, and
• discuss the impact on your lifestyle and other concerns.

3: Apply for Accident Benefits

Your adjuster will need to confirm your employment history:

• bring a recent pay slip to your first appointment,
• ensure your adjuster knows if you were covered by a corporate disability insurance plan where you worked — or if you are covered by any other disability plans.

You will need to provide evidence of employment if you:

• had more than one employer in the previous 12 months
• worked off and on during the previous 12 months, and
• had earnings that went up and down considerably.

If any one of these cases applies to you, obtain letters from all of your employers for the 12 months before your crash.

4: Sign release of information forms

You may need to sign release of Information forms, allowing your adjuster to assess your claim. These include:

• employment records
• business records
• medical records, and
• education records.

These forms allow your adjuster to obtain the necessary information to support your claim, facilitate your recovery and provide you with ongoing payments under Accident Benefits.

5: Adjuster obtains information to facilitate recovery 

After meeting your adjuster, you will work with your doctor and other health-care professionals to help you return to your pre-crash condition as soon as possible. Your adjuster will also need to investigate your injury claim and may order the following:

• police and other emergency reports
• medical reports related to your injuries from the crash
• disability or wage loss reports if required, and
• other relevant reports required.

6: Treatment for injuries

Your adjuster will periodically talk to you about your recovery progress and it is your responsibility to properly follow treatment as prescribed by your medical practitioner. If you don't do so, ICBC may end your Accident Benefits. Make sure you stay on track with your treatment by following this simple check list:

• follow your doctor's recommendations and orders
• keep all receipts for expenses related to your crash injury
• keep accurate, dated records of your treatment, including dates of all appointments with health care practitioners and therapists
• keep your adjuster informed about the progress and success of these treatments, and

• keep accurate, dated records of your time off work or your time working while you are recovering from your injury.

7: Independent medical examinations (IME) if required

If you are making a claim for injury, the other motorist involved must defend themselves against your claim. As defendants, other motorists have a right to request an examination by an independent medical practitioner with a written report made available.

Where Accident Benefits are also being paid, you may also be asked to attend an Independent medical assessment.

Important! Failure to attend this examination may affect your claim. Since every case is different, your adjuster will provide further information and explain this process to you.

8: Adjuster assesses claim

When you are comfortably recovered, your adjuster will:

• review all information in your claim file
• research Motor Vehicle Act and case law
• determine fault assessment with other adjusters, and
• recommend injury payments.

9: Customer and adjuster settle injury claim if the other driver is partly or totally at fault

In addition to being eligible to claim Accident Benefits, if another driver was partly or totally at fault, you may be eligible to also claim for settlement payments under the registered owner’s Third Party Liability coverage.

To settle your injury claim, your adjuster will consider

• medical reports
• the impact the injuries had on your lifestyle
• the history of similar settlements, and court cases

Find out more about settling your injury claim.

10: Sign final release when agreement is reached

Find out more about settling your injury claim.

11: Customer receives cheque and claim is closed

In the final step of the process, the customer may receive a cheque and the claim is closed.