What happens if I miss, cancel late, or arrive late for my appointment?

Your Appointment Commitment At Phoenix Rehab, your appointment time is reserved exclusively for you. To ensure the best recovery outcomes, we strive to provide the full duration of your scheduled treatment. We require a minimum of 24 hours' notice for any cancellations or rescheduling.

Cancellation Fees & Late Arrivals

• Late Cancellations: If you cancel with less than 24 hours’ notice or miss your appointment, a cancellation fee equal to the full cost of the scheduled treatment will be charged to the card on file.

• Late Arrivals: If you arrive late, your session may be shortened to accommodate others, but you will be responsible for the full session fee.

• Insurance Coverage: Please be aware that insurance providers (including Extended Health Plans and ICBC) do not cover fees for missed appointments or late cancellations. These fees are the sole responsibility of the patient.

How to Reschedule To avoid fees, please cancel or reschedule at least 24 hours in advance via:

1. Our online booking portal.

2. Calling our front desk at (778) 379-9888.

3. Emailing us directly.

Planning to use insurance? Here's what you'll need to provide.

If you would like us to direct bill your insurance provider or submit the session on your behalf, please ensure you have the following information ready:

• Your policy number and member ID as listed on your insurance card

• Your date of birth

• If you are not the primary cardholder, please provide the first and last name and date of birth of the primary cardholder

• A doctor’s referral is not usually required; however, some extended health plans may request one for reimbursement. We recommend checking directly with your provider to confirm their requirements

Once you’ve booked your first appointment, either by phone or through our online portal, you will automatically receive an intake form via email. This form allows you to either upload a photo of your insurance card (front and back) or enter the required information manually. Please complete this form before your appointment to ensure a smooth and efficient billing process.

Do you OFFER direct billing for insurance?

Yes! We offer direct billing to most extended health insurance providers.

Once your first appointment is booked, you’ll receive an intake form via email that includes a list of insurers we can bill directly.

If you don’t see your provider listed or have any questions, please call us at (778) 379-9888—we’re happy to help.

⚠️ Direct billing is not guaranteed for every visit due to insurer policies or system issues, the specifics of your benefits plan, submission portal issues, or clinic-related factors. If a claim is rejected or partially paid, you are responsible for any outstanding balance.

Do you accept ICBC claims?

Yes, we accept ICBC Enhanced Care claims for patients injured in motor vehicle accidents.

With an approved claim, you are pre-approved for the following sessions within 12 weeks of your accident date:

• Physiotherapy: 25 sessions

• Chiropractic: 25 sessions

• Massage Therapy (RMT): 12 sessions

• Kinesiology: 12 sessions

• Acupuncture: 12 sessions

• Counselling or Psychology: 12 sessions

We bill ICBC directly at their approved rates—no user fees are charged for covered sessions.

⚠️ Please note: ICBC does not cover missed or late-cancelled appointments. You may be charged if you cancel with less than 24 hours’ notice.

For more details, visit the ICBC Enhanced Care website.

Do you accept WorkSafeBC (WSBC) clients?

Yes, we accept WSBC clients. If you’ve been injured at work and have an active WorkSafeBC (WSBC) claim, you may be eligible for treatment coverage through your approved claim. Before booking your appointment, please ensure that you have an approved WSBC claim number and that your claim is active and accepted for the type of treatment you're seeking.

In most cases, a Physiotherapy Initial Assessment can be completed without prior approval from your claim owner, as long as it takes place within 60 days of your injury date. If treatment is needed following this assessment, the Physiotherapy Treatment Period can begin without prior approval as long as it starts within 30 days of the initial assessment.

All WSBC-related treatments are directly billed to WorkSafeBC. Please note that WSBC does not cover missed appointments or late cancellations. If you miss a session or cancel with less than 24 hours’ notice, you may be personally responsible for the late cancellation/ no show fee.

If you have further questions about your WSBC claim, give us a call at (778) 379-9888, we’re happy to assist you.

What type of clothing is recommended for my session?

Clothing will depend on the type of service you are receiving and the location of your injury. For initial assessments, we recommend wearing comfortable, activewear-style clothing that allows easy access and visibility to the affected area. This ensures the clinician can complete a thorough and accurate assessment.

After your assessment, your clinician will provide guidance on appropriate attire for follow-up sessions if necessary to help ensure a smooth and effective treatment process.

Can I use MSP Premium Assistance at your clinic?

Yes. If you qualify for MSP Supplementary Benefits, you may receive up to 10 partially subsidized visits per calendar year.

Covered services include:

• Physiotherapy

• Acupuncture

• Chiropractic care

MSP provides $23 per visit, and you only pay the remaining user fee.

To check your eligibility, visit the MSP Supplementary Benefits page or call us at (778) 379-9888.

Do I need a doctor’s referral to book or use my insurance?

A referral is not required to book most services.

However, some insurance plans may require one for reimbursement. We recommend contacting your insurance provider directly to confirm.