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Our Policy and Commitment to Service Standards
- 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.
- 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.
- 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.
- 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.
- 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.
- Lost or misplaced claim cheques are replaced within 1-2 business days of notifying our office.
- Pre-determinations for dental benefits will be completed within 1-2 business days.
- 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.
- 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.
- 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.