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Commitment to Service

Our Policy and Commitment to Service Standards

  1. Due to higher than expected claim volumes, our current processing time for Health and Dental claims is approximately 5-7 business days.  We are working hard to return to our standard of 1-2 business days.  Your claim is important to us, and we appreciate your patience.
  2. Short Term Disability claims are processed within 2-3 business days of the complete claim being received. Once a completed claim is received, it will be adjudicated, and if approved, payment made the same day.
  3. Incomplete Health and Dental claim forms are seldom returned for corrections. We will make the corrections we can over the phone and those claims will be processed within 1-2 business days.
  4. With a valid Member e-mail address, an explanation of benefits for Health and/or Dental claims will be e-mailed within 1-2 business days of processing.
  5. If a Member has authorized Direct Deposit, payment for Health and/or Dental claims will be deposited into the Member’s account within 1-2 business days.
  6. Lost or misplaced claim cheques are replaced within 1-2 business days of notifying our office.
  7. Pre-determinations for dental benefits will be completed within 1-2 business days.
  8. For existing clients and members, pay-direct benefit cards are sent out within 1-2 business days of the enrolment or notice of change in coverage processing.
  9. New groups receive employee materials within 15 business days of receiving the complete application package. Health and Dental claims are processed effective the first day of coverage.
  10. Information submitted through the secure area of our website by both Members and Administrators will be uploaded to our system by the end of the next business day.
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