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Claims

Disputes about your injury claim

We understand that recovering after a crash can be challenging. If you’ve been injured in a crash, your Enhanced Accident Benefits are designed to support your recovery.

If you have questions or don’t agree with a decision about your injury claim, we encourage you to reach out. You have options, and we’re here to help you find out your next steps.​ 

1. Start by speaking to your ICBC recovery specialist

Your recovery specialist can explain the decision and walk you through the factors considered. This is a good opportunity to share any new information, ask questions, and ensure everything has been fully understood.  

If you would like to escalate further, your recovery specialist can also help explain dispute options. You can find your specialist’s phone or email information on your claim correspondence.

2. Talk to a claims manager

If you still have concerns after speaking with your recovery specialist, you can ask to speak with a manager who oversees your claim. To find the manager’s name and contact information, ask your recovery specialist directly or call us at 1-800-910-4222. We’ll help arrange for the claims manager to contact you to look into your issue and do their best to find a solution. 

3. Contact our Fair Practices Office

After speaking with a manager, if you feel your concerns haven’t been fully addressed, our Fair Practices Office can help. The Fair Practices Office can: 

  • Investigate a decision or process you believe was unfair 

  • Recommend or facilitate a resolution to your concern, where appropriate 

  • Help you understand the decisions and actions related to your concern 

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

  • Explain the details of our products and services 

Please make sure to speak with a Claims manager before contacting the Fair Practices Office. You can contact the Fair Practices Office by phone at 1-800-445-9981 or by email.

4. If you still have concerns

If the steps above do not meet your concerns and you're still not satisfied with the decision, you have the option to file a dispute with the Civil Resolution Tribunal (CRT). The CRT is independent from ICBC and helps B.C. residents resolve disputes without needing to go to court.