Frequently Asked Questions About Group Insurance

It's not always easy to reach out for help. Before we go any further, please know that we’re always here to help or answer your questions.

It’s now possible to submit your claim on the Client Centre under the Disability tab. Click “Submit a claim for disability benefits” on the right side of your screen and follow the steps.

• You can submit your form even if you haven’t completed all the sections. Having it on hand will help us answer your questions.
• Good to know: Some of the required documents include declarations that must be completed by you, your doctor, or your employer (via their own portal).
• We know your situation is pressing. Once we receive your completed form, we will promptly review it and you will receive a response to your claim within 5 to 10 business days.

In the meantime, don’t hesitate to pick up the phone and give us a call. There are real people at the end of the line who care about your health.

It can take as little as 48 hours, but if it takes a little more time don’t worry. You should receive your refund no more than 72 hours following the processing of your claim.

We all make mistakes. If you made one on your claim, don't worry about it. All you have to do is submit a new claim with the correct information. You’ll need to click “Submit a claim” and select “Other” in the care category. We'll sort it out on our end.

Coordination of benefits applies when someone is covered by more than one insurance plan. For instance, a claim could be covered under a person’s employer benefits plan and a public plan.   

In this case, a claim may be submitted to both insurers to maximize coverage. The primary insurer would act as the first payer and the remaining amount may be covered by the second plan. Coordination of benefits helps insurers manage claims properly to avoid reimbursements that exceed the actual amount paid by the insured person.