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Submission of claims during COVID-19

The insurance community has made rapid changes to ease both administration and claiming processes to accommodate this new COVID-19 environment in which we now work.

On-line claim submission is quick, easy and most importantly secure. Employee plan members can (depending on the provider) upload a photocopy, scan, or take a picture of their claim and upload this directly into the on-line system via their computer or smart phone application.

In addition to the “regular” health and dental claims, additional options now exist for:

  • Out-of-country
  • Medical travel
  • Wellness/Lifestyle accounts
  • Life and accidental death and dismemberment (dependent life and accidental dismemberment/loss of use claims only)

If members have lost or misplaced their benefits card they don’t have to wait for a new one, digital copies are available via their on-line access, which can be saved to the digital wallet to be used in the same manner as a physical card.

Check with your specific carrier to confirm the acceptance of digital signatures for enrolments, beneficiary designations, pre-authorized debit, electronic transfers, and other benefit administrative details.

Pre-authorized prescriptions may be able to be submitted without an employee signature, but still require the physician’s signature which can be scanned, faxed, or e-mailed. Don’t forget, many pharmacies offer free mail delivery of regular medications. These claims can easily be co-ordinated for reimbursement, just like regular drug claims.

Canada Emergency Response Benefit (CERB)

Based on what the Government of Canada has shared to date, the CERB appears to be intended to support people who must stop working due to COVID-19 and don’t have access to paid leave or other income support such as short-term disability benefits. This understanding forms the basis for most insured administrative handling, but is subject to change as more details of the program become clear.

Questions about the CERB, should be directed to Service Canada.

Canadian Business Resiliency Network (CBRN)

The Canadian Chamber of Commerce’s CBRN is assisting the business community with vital information through the pandemic. Businesses can also use it to find the latest news, insights, tools and as a platform for engaging with other businesses.

Online mental health is available:

Depending on coverage, a new program, AbilitiCBT (Internet-based Cognitive Behavioural Therapy) is available for anxiety related to a pandemic. The program’s content is tailored to address anxiety symptoms related to the uniquely challenging aspects of pandemics: uncertainty, isolation, caring for family and community members, information overload and stress management. AbilitiCBT is guided by professional therapists who are trained to ask precise questions to support people through the program’s modules in the context of a pandemic.

Members can submit claims for AbilitiCBT through their extended health care coverage. Visit canadalife.myicbt.com to learn more.

More online services:

The YMCA is offering free health and fitness classes during COVID-19

The Credit Counselling Society is offering free (until June 30, 2020), practical resources such as webinars for employers to run online and personal one-on-one phone conversations. These can help you and your members:

  • Plan for reduced household income
  • Manage expenses
  • Pay off debt
  • Set financial goals

Credit Counselling Society can be reached at 1-888-527-8999

If you’d like to offer a webinar to your members, please contact the Credit Counselling Society directly at stacy@nomoredebts.org


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