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Our Policy and Commitment to Service
- All Health and Dental claims are processed within 24 hours of being received.
- All Disability claims are processed within 48 hours of being received. Completed claims will be adjudicated and if approved, the cheque will be issued and mailed the same day.
- Incomplete claim forms are seldom returned for corrections. We will make the corrections we can over the phone and those claims will be processed the same day.
- With a Plan Member validated e-mail address, an explanation of benefits for Health and/or Dental claims will be e-mailed within 48 hours of processing.
- If a Plan Member has authorized Direct Deposit, payment for manually submitted Health and/or Dental claims are deposited directly into the Plan Member’s account within 48 hours of payment.
- Lost or misplaced claim cheques are replaced within 24 hours.
- Pre-determinations for Dental benefits will be completed by fax on a same day basis.
- Booklets, wallet cards and pay-direct cards are sent out for existing groups within 24 hours of enrolment or notice of change in coverage status.
- New groups receive booklets, wallet cards and pay-direct cards within one week of our receipt of the application package. Health and Dental claims are processed the first day the plan becomes effective.
- Information submitted online by both Plan Members and Plan Administrators through the secure-access area of our website will be uploaded to our system by the end of the next business day.
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