Direct Billing FAQ

Total Therapy offers direct billing to various extended health providers – see below for a full list of eligible providers. Availability of this service is dependent on your carrier and/or plan. Please note that all fees are ultimately the responsibility of the patient. If your insurance providers direct billing portal is not working on the day of your appointment or the claim does not go through, you will pay the full amount of your visit up front. We will provide you with a receipt which you can then submit to your insurer for processing and reimbursement. Please note that we do not offer physiotherapy-delegated care for private physiotherapy services.

Total Therapy provides Direct Billing for the following insurers:

Insurance Providers

*As your partners in care, we are happy to provide you with this contact information, however, due to the confidential nature of your specific extended health plan, any inquires beyond what is provided in this FAQ should be directed to your insurance provider.


Contact Number

Chamber of Commerce 1-800 665-3365
Cowan 1-866-912-6926
First Canadian 1-800-561-3242
Great-West Life 1-866-430-2863
GroupHEALTH 1-877-542-4110
GroupSource 1-877-764-7894
Industrial Alliance 1-844-442-4636
Johnson Inc 1-844-896-6977
Johnson Group 1-844-896-6977
Manion 1-800-263-5621
Maximum Benefit 1-800-893-7587
Pacific Blue Cross 604-419-2000


What we need from you:

  1. Your Insurance card with policy number and member ID*
  2. A doctors referral, if required by your provider.
  3. A valid piece of government-issued photo ID 
  4. A valid Credit Card or Visa Debit Card on file      

*Total Therapy has a specialized Billings Team that processes all payments within 1-2 business days of your appointment. Once your payment is processed, your official receipt will be emailed to your email on file and can also be accessed via your online Total Therapy account at any time.

**If you are not the primary cardholder for the plan, we are also required to have the primary cardholder’s full name and date of birth in order to process your claim



How do I know how much I am covered for? 

You can find out the details of your coverage by contacting your extended health carrier. This can be done either online or over the phone. Your employer may also be able to provide you with this information. Because of the confidential nature of your coverage, we do not have access to any information pertaining to your specific coverage or limits.

What if my visit is only partially covered by my extended health carrier?
We will still bill your carrier! If your visit is partially covered, we will bill the maximum covered amount deemed by your plan to the carrier and then you are required to pay the remaining balance of your visit at the end of each visit.

Can I use my spouse’s benefits as well?
Total Therapy can bill to one extended health carrier per visit. We are required to bill your primary insurance. You may submit the provided receipt  to your secondary insurance provider if additional coverage is available.

Do I need a doctor’s referral?
Total Therapy does not require a doctor’s referral, however some plans do require one. Please check with your extended health carrier to find out if you are required to have one to receive benefits.

What is a deductible?

A deductible is an “activation fee” that must be met at the beginning of your plan’s fiscal year. This amount is set by your insurance provider, and must be paid before your benefits kick in. For inquiries regarding your deductible, please contact your carrier.

What if I have an open ICBC, Worksafe or other insurance claim?
If you have any open insurance claim, we cannot direct bill your visit to your extended health carrier as per their rules. You will need to pay for any treatment and seek reimbursement from your carrier, if applicable.

Can I pre-bill for future appointments?

Total Therapy can only bill the same day as the appointment. If the claim isn’t successfully processed during your visit, the claim will be voided and we will provide you with all necessary documents to submit your claim to your extended health carrier.

What if my claim cannot be processed at the time of my visit?

If your claim is denied for direct billing we require your balance to be paid in full at the end of each visit. The front desk staff will notify you if your claim has been denied before you leave. You are still able to submit your receipt for reimbursement and we will happily provide you with all necessary documents to submit privately.

Common reasons why your direct billing isn’t working:

  • Your online account hasn’t been activated
  • A doctor’s referral is required
  • Your insurance providers portal is being updated or going through maintenance    
  • Technical issues inc. power outage, computer updates etc. that are out of our control
  • Your plan requires paper submissions
  • Your coverage limit has been reached   

Have more questions? Give us a call at the clinic!



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