Injury claim, coverage or benefit disputes

If you've been injured a crash, your Enhanced Accident Benefits provide access to all the medical and rehabilitation care you need and 90 per cent of your net income up to $119,000 in gross income if you are unable to work. Your ICBC support and recovery specialist will determine the reasonability and necessity for those benefits. If there is no medical evidence to support the need for a medical service or supply, the benefit may be denied. If you don't agree with the decision to deny a benefit, you have options.

Talk to your ICBC support and recovery specialist

It's important that both of you understand all of the factors taken into account and this is your opportunity to point out anything that might have been overlooked and ask questions about why the benefits were denied.

Connect with a claims manager

If you're still not satisfied, ask to speak with their manager. The manager will review the circumstances of the denied benefit and may be able to change the decision. For help finding the manager to speak to, please call us.

Claims Decision Review

The Claims Decision Review team (CDR) is available to review disputes about Enhanced Accident Benefits that could not be resolved by your support and recovery specialist or their manager. 

The Claims Decision Review team can:

• Investigate the decision

• Recommend or facilitate a resolution, where appropriate

• Help you understand your eligibility for Enhanced Accident Benefits as related to the decision

• Refer you to alternative dispute resolution processes you may not know about or haven't tried

Other options

As of April 1, 2019, the Civil Resolution Tribunal (CRT) is available to address disputes between customers and ICBC, including accident benefits entitlement disputes. If the CRT makes a ruling that changes a decision, we will adjust your assessment to match the ruling.

For accidents prior to April 1, 2019, you can file an accident benefit dispute in small claims court or B.C. Supreme Court. Please note, cases in court could take several years to resolve and the court has the final say.