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  • How do I book an appointment?
    We have easy online booking access through Jane App. Alternatively, you can call our email the clinic and one of our admin staff will assist you with booking.
  • Where are you located?
    Our address is 3233 St. John’s Street in Port Moody. We are at the east end of St. John’s Street, just a 4 minute walk from the Inlet Skytrain station.
  • What services do you offer?
    We offer many services at our clinic. Please check out our services page for more details.
  • What is a deductible?
    It is common for private insurance companies to charge a deductible at the beginning of the year or when you plan restarts. This fee will usually be deducted from the amount they would normally pay for your visit, resulting in your portion being temporarily higher.
  • What happens if my claim comes back as pending or rejected?
    There are various reasons why claim payment information may be pending or rejected. If we cannot verify how much the insurer will pay at the time of the visit, you will be asked to pay up front and submit on your own. All visit fees are ultimately the responsibility of the patient. If claims do not go through, it is the responsibility of the patient to call their insurance providers to sort this out. The front desk is unable to gather this information because insurance providers will only release this information to the insured member.
  • What happens if I have a secondary insurance plan?
    Our clinic will only direct to one insurance company at a time, and must start with your primary plan. If your primary plan does not cover 100% of the cost, you will be asked to pay and submit your own receipt to the secondary plan for reimbursement. If you exhaust the primary plan, we will submit directly to the secondary plan if possible.
  • List of Private Insurance Companies We Currently Direct Bill
    Link for more information on Telus eClaims
  • Do I require a doctor’s note for claim submission?
    The clinic does not require you to obtain a doctor’s referral, however, some insurance plans do. Please check with your insurance provider to confirm if they need one or not. Most referrals expire after one year.
  • What do I need to provide in order for the clinic to be able to direct bill on my behalf?
    Please bring a physical or digital copy of your insurance card to your visit, or upload the information when you complete the online intake form. If you do not have a card, we will require the following: Policy, Group or Plan number Member certificate or ID number Full name and birthdate of the plan member ( if someone other than yourself)
  • Can you direct bill to my private insurance if I have an open ICBC or WCB claim?
    No, we will not submit any fees to your private insurance if you have an open WCB or ICBC claim, as most insurance providers will not cover treatments pertaining to a workplace or motor vehicle accident. If you are wanting to use private insurance whilst your WCB or ICBC claim is open, you will need to submit your treatment receipt for reimbursement, when applicable.
  • Are there any out of pocket costs to me?
    As long as your treatment is verified to be approved by WCB, you will not have to pay anything out of pocket. Our administrative staff will be in contact directly with your WCB case manager to confirm which treatment you are approved to receive and for how long. If you choose to attend treatment during a time when the WCB funding is not confirmed, you will be asked to pay privately for each session. If the funding is confirmed at a later date, you will be refunded 100% of the visit fees. However, if WCB denies funding for the treatment you received without authorization, no refund will be issued. We do not submit to private insurance if a patient has an open WCB claim. For more information on how WCB treatment approval works, please call the clinic.
  • We direct bill to WCB for chiropractic and physiotherapy treatment.
    If you have been injured at work, the first step is to contact WCB and report your injury. You can do so by calling 1-888-WORKERS (1-888-967-5377). You will be provided with a WCB claim number, which we will need for billing purposes and corresponding with WCB. For more information on how to report an injury, click here.
  • My injury is more than 8 weeks old. Can I still receive treatment?
    If your injury occurred more than 8 weeks ago, you may still be able to receive treatment. However, pre-authorization from WCB is required. Please call your WCB case manager to request authorization. Additionally, our clinic will need to speak with the case manager directly to confirm funding approval.
  • I already attended another clinic pertaining to this WCB injury. Can I switch clinics?
    Yes, you are able to switch to a new clinic/practitioner for treatment pertaining to a WCB claim. It is important that you disclose the fact you have received treatment elsewhere at the time of booking. This will give our clinic the opportunity to contact WCB and sort out any billing information, thus making your transition from another clinic to ours as seamless as possible.
  • What information will I need to provide?
    On your first visit, or beforehand if possible, please provide us with the following information: WCB Claim Number Care Card Number Employer Information Date of Injury WCB Case Manager
  • How soon can I begin treatment?
    You can begin treatment right away, once you obtain a WCB claim number. For new injuries, a physiotherapy or chiropractic assessment visit will be automatically covered so long as the status of the claim is either “pending” or “approved”. If the status of your claim is still pending after your initial assessment, you will be asked to pay up front for your visits until WCB approves the treatment.
  • Do I need to see a doctor and obtain a referral before pursuing treatment?
    For recent injuries, we do not require you to get a doctor’s referral. However, it is a good idea to see a medical doctor for an assessment of your injury. If your injury is more than 8 weeks old, you will need pre-authorization to start physiotherapy or chiropractic treatment and WCB may want you to visit a doctor first. Please consult your WCB case manager for clarification.
  • What happens if I require additional treatment?
    If you have reached your treatment approval end date, or maximum number of approved sessions, your practitioner will have to write a treatment plan and submit to ICBC to request an extension. Treatment plans are a series of questions designed to help measure a person’s recovery progress so far and help to determine what functional outcome goals will be achieved by further treatment. An updated GP note be requested by ICBC in addition to the practitioners treatment plan.
  • What treatments do I have access to?
    The first 12 weeks after your accident is considered the early access period and the following treatments are pre authorized: Acupuncture………………..12 visits Chiropractic…………………25 visits Counselling………………….12 visits Kinesiology………………….12 visits Massage Therapy…………..12 visits Physiotherapy……………….25 visits
  • What information do I need to provide in order for the clinic to bill ICBC for my treatment?
    In addition to your full name and date of birth, we will need your ICBC claim number. Furthermore, you’ll be required to sign a consent form authorizing the clinic to direct bill your services and communicate with ICBC pertaining to your recovery via ICBC treatment plans.
  • What if more than 12 weeks has passed since my accident and I want to begin treatment?
    If you want to begin treatment outside of the early access period, you will need pre-authorization from ICBC. Usually, this will start with a trip to your GP and referral from them for whichever treatment modality they deem appropriate. Either yourself or our office will send the referral, along with a request for funding approval, to ICBC.
  • Does ICBC cover 100% of my visit fee?
    ICBC has a set fee schedule for the visits they cover. In some instances, ICBC’s rate is on par with our rates, and you will not have to pay an additional fee. However, if ICBC’s rate is lower than ours, you will be charged a user fee. You may submit the receipt for these fees to your private health insurance for consideration of reimbursement, if applicable. We do not direct bill any fees pertaining to an ICBC case to private insurance companies.
  • Start Here
    If you have been injured in a motor vehicle accident in BC, and have filed an injury claim with ICBC, you will have access to several treatment types through the Enhanced Care and Recovery Benefits automatically within the first 12 weeks after your accident. For more information on how to report an injury claim after an accident, click here.


Still have questions?  If you would like more information about how we can direct bill to your private insurance company or questions about our services, please contact the clinic and one of our friendly administrative staff will be able to assist you.

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