Frequently Asked Questions

How should I prepare for my first visit?

How should I prepare for
my first visit?

Prior to your visit, we ask that you complete all online intake forms that were emailed to you. We recommend bringing all relevant test or diagnostic imaging results if applicable. You can email electronic copies to us or bring the paper copy to be added to your file.

What should I wear?

We recommend wearing comfortable clothing. For any therapies that may require you to undress for hands-on treatment, you will be fully draped with sheets or be offered a gown.

What should I expect during my visit?

What should I expect
during my visit?

During the initial visit, your therapist will perform a thorough assessment and ask you a series of history questions regarding your condition. The therapist will use the information provided to create and propose a custom treatment plan to help you get better. Treatment plans include in-clinic sessions as well as general lifestyle modification recommendations for long-term results.

Is it normal to feel sore/tender during soft tissue therapy?

Is it normal to feel sore/tender
during treatment?

Yes. Depending on your body and how you’re feeling that day, you may experience more, less or no soreness with certain techniques. All treatment techniques are performed with your informed consent and can be adjusted to your comfort level. You may feel sore/tender after the treatment while your body adjusts to the changes made in your soft tissues, but it should not last longer than a few days. Heat, hydration, gentle mobility and stretching is recommended for post-treatment soreness.

How does direct billing work?

We will process your insurance for billing at the time of your appointment. Your coverage amount will be paid directly to the clinic and you will be billed for the remaining amount, if applicable.

We direct bill to MSP (Medical Service Plan), ICBC, and to most extended health insurance companies including:

Alberta Blue Cross
Chambers of Commerce Group Insurance
Canada Life
Green Shield
Claim Secure
Desjardins
Group Source
GroupHEALTH
Johnston Group Inc.
Industrial Alliance
Empire Life
Manulife
Medavie Blue Cross
Pacific Blue Cross
Sunlife Financial
SSQ Financial Group
RWAM Insurance
Union Benefits
People Corporation

When completing your online intake form, include your insurance policy and ID number under “Insurance Details.” For MSP, we require your full first and last legal name, birthday, personal health number, legal gender, and address including the province.

Please note although we offer direct billing, there may be instances where we will be unable to direct bill on your behalf for various reasons such as online service interruptions, your policy’s direct billing eligibility, and more. Please be prepared to pay for the treatment cost in full in such cases. Vitality is independent from all insurance companies, and do not have access to information regarding the specifics of your policy. Please call your insurance provider if you have any questions regarding your policy.

Do you direct bill ICBC?

Yes. To direct bill ICBC, we require the following:

Claim Number
Date of MVA
Claim Specialist’s Name and Contact Information
Signed ICBC Billing Consent Form & Credit Card on File

If it has been longer than 12 weeks since your accident, we can submit an assessment visit request to ICBC. Please call or email us to find out more.

Please note that Vitality is independent from ICBC and we offer direct billing as a courtesy to our patients. It is the patient’s responsibility to be aware of the details of their claim. We encourage you to speak with your claims specialist regarding any inquiries about your active claim.

How do I continue to receive treatments covered by ICBC?

How do I continue to receive
treatments covered by ICBC?

If your injuries aren’t improving as expected and you need more treatments, talk to your practitioner nearing the end of your claim approval date. They will discuss your treatment plan with you.

If you have never been to our clinic before and require a treatment extension, please contact us and we will submit an assessment visit request to ICBC.

What forms of payment do you accept?

What forms of payment do
you accept?

We accept cash, debit, and credit (VISA, MasterCard, Amex)

What is your cancellation policy?

What is your cancellation
policy?

We have a 24 hour cancellation policy with a full charge of the treatment cost.