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Puzzled? We can help...
1. Where do I mail my claims?
All claims are to be mailed to:
ClaimSecure
43 Elm Street, Suite 200
Sudbury, Ontario
P3C 1S4
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2. Can I email/fax a copy of my claim?
For the purposes of verification and auditing, original claim forms and receipts must be sent to ClaimSecure.
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3. Has my claim been processed?
Please visit the "On-Line Services" section located in the left hand corner of our Home Page and click "Member" to access up to date claims information via the Internet. If you are visiting the site for the first time, you will be required to click "Register now" prior to obtaining a Username and Password to access your personal claims information.
Or
To verify this information, you may contact our Customer Response Centre at 1-888-513-4464 from 8am to 8pm EST, Monday through Friday. To ensure prompt service, please have your Certificate and Group number on hand.
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4. Why was my claim denied?
Please visit the "On-Line Services" section located in the left hand corner of our Home Page and click "Member" to access up to date claims information via the Internet. If you are visiting the site for the first time, you will be required to "Register now" prior to obtaining a Username and Password to access your personal claims information.
Or
Your claim may be denied for a number of reasons, which are generally outlined on your explanation of benefits. If you require further detail, please call our Customer Response Centre at 1-888-513-4464 from 8am to 8pm EST, Monday through Friday. To ensure prompt service, please have your Certificate and Group number on hand.
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5. Has my cheque been issued?
Please visit the "On-Line Services" section located in the left hand corner of our Home Page and click "Member" to access up to date claims information via the Internet. If you are visiting the site for the first time, you will be required to "Register now" prior to obtaining a Username and Password to access your personal claims information.
Or
Cheques are issued and mailed to plan members on a daily basis. Claims are processed and correspondence issued within 5 business days of receipt.
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6. Why is my account locked?
Your account is locked because you tried to sign on with the same logon more than 5 times unsuccessfully, (e.g. incorrect password). The purpose of this lock is to maintain effective security in order to ensure that your personal information is kept secure and private. In order to unlock your account you must follow these steps:
If you remember your username then:
Try to sign in again and wait for the link that says ‘Click NEXT to unlock your account’
Click on the link and re-enter your personal information (username, group, certificate, date of birth, e-mail address and answer to the secret question)
At this point you will receive an automated e-mail showing your username and a new system generated password.
Or
If you have forgotten your username then:
You must register again. You may have more than one username registered; however each username must be unique. Your passwords do not have to be unique so you may reuse the password that you used with the first username.
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7. Why is my account expired?
You must sign on with your new username and password within 14 days of receiving it. If you do not, the logon will expire and you will need to register again. You may have more than one username registered; however each username must be unique. The password does not have to be unique.
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8. Why is my login or password invalid?
Please check your e-mail for the password assigned to you when you first registered. Some of the common reasons for this problem are listed below.
a) If there is the letter L or the number 1 in the password, verify that you did not misinterpret the password, E.g. a lower case L may look like the number 1 (or vice versa).
b) The User Password is case sensitive, E.g. If the password is "Happy", you cannot enter "happy".
c) The User Name for the Sign In screen is not case sensitive, E.g. JohnDoe, JohnDOE, johndoe are all valid entries.
Or
If the above is not successful, register for a new password using the following instructions:
On the Sign In screen, go to the "Forgot your password" link to get a new password.
You will receive an automated e-mail with your new password within 30 minutes depending on internet activity.
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9. How come I cannot register for eProfile™ access?
- If your coverage is terminated, you are not eligible to receive e-Profile access.
- If you are a dependent under the age of 16 yrs.
- If the information that you entered does not match the data on our system. Eg. Group ID, certificate number, last name, first name and/or date of birth.
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10. Why didn't I receive the e-mail with my password after creating a logon?
If you use web-based e-mail (e.g. Hotmail) and your e-mail account is full or inactive, you will not receive e-mail.
Or
If you have a junk mail filter or spam blockers in your e-mail set up, you may not receive your e-mail. The subject of the e-mail is "eProfile™ account information"
Or
If you entered an incorrect e-mail address during registration then:
Try to sign in again and wait for the link that says ‘Click NEXT to unlock your account’
Click on the link and re-enter your personal information (username, group, certificate, date of birth, e-mail address and answer to the secret question)
At this point you will receive an automated e-mail showing your username and a new system generated password.
Or
If you have forgotten your username then:
You must register again. You may have more than one username registered; however each username must be unique. Your passwords do not have to be unique so you may reuse the password that you used with the first username.
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11. What is my certificate number?
Groups who do not receive benefit cards may not know their certificate number and will have to call their plan administrator to receive it. These groups include student groups using student id’s that have an alpha character at the start of their certificate as well as any other group without cards.
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12. I am having trouble and cannot find the help I need to resolve the issue.
Please contact the ClaimSecure helpdesk at the location listed below.
HELPDESK:
Phone: 705-669-2621
Toll free: 1-888-513-4464 ext. 2621
E-mail: helpdesk@claimsecure.com
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13. What is direct deposit?
This is a secure method of electronically
transferring health benefit claim payments directly into your bank account.
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14. How do I sign up for direct deposit?
If you currently have an eProfile account, logon with your User Name and password
and access the screen Direct Deposit which is located in eProfile Main Menu. If
you are not yet registered for eProfile, please access our eProfile Registration
screen and follow the instructions on how to apply for online access to your account
and Direct Deposit enrollment.
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15. I have enrolled in direct deposit. I no longer want direct deposit payments and would like to have my claims paid by cheque instead. How can I do this?
Please log onto your eProfile account, access the Direct Deposit screen, and change your payment preference from direct deposit to cheque. You will be asked to confirm this change before it is processed.
Please note that once a payment is processed as a direct deposit payment, this payment cannot be changed to a cheque payment. Therefore, any claims that have been processed prior to you changing the payment method from direct deposit to cheque will be paid by direct deposit. All future claims will be paid by cheque.
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16. How do I know if my claim was paid by direct deposit?
When a direct deposit benefit claim payment is made, you will receive an e-mail (at the email address listed in your eProfile account) indicating that a direct deposit payment has been submitted to your bank.
To verify your payment details, logon to your eProfile account to view the payment details.
If a direct deposit health benefit claim payment cannot be processed by your bank, you will receive an e-mail (at the email address listed in your eProfile account).
Please note that it can take several days for your bank to confirm the acceptance or rejection of a direct deposit payment.
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17. How much was deposited to my bank account?
To verify your payment details, logon to your eProfile account to view the payment details.
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18. How do I change my personal direct deposit and banking information that is currently on file?
You can change your direct deposit and banking information by logging on to your eProfile account and following the instructions on the Direct Deposit screen.
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19. Can someone else change my direct deposit banking information?
No. Your direct deposit banking information is maintained in your secure eProfile account. No one but you can access or change your eprofile account or your direct deposit banking information.
To verify or modify your direct deposit banking information, please logon to your eProfile account.
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20. I received an email indicating that the direct deposit payment was unsuccessful. Why was the payment unsuccessful? What do I have to do to correct the issue and obtain payment?
To ensure you receive your payment, please follow these instructions:
a) Review the e-mail to determine the reason(s) why your direct deposit payment was unsuccessful.
b) Logon to your eProfile account and verify your banking information by accessing the Direct Deposit screen. The eProfile banking information includes your bank name, transit number and account number. You can find a sample cheque that outlines the format of the required banking information in the Help screen.
c) Correct your banking information and click submit to accept the change(s) that you have made.
Once you have corrected your eProfile banking information, we will automatically reattempt a direct deposit payment transfer to you on the following business day. Please note that you do not need to inform us of the change. You will be notified by e-mail that we have reattempted the payment transaction.
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21. The eProfile™ payment detail screen says that the direct deposit payment has been sent. What does ‘sent’ mean?
A sent payment is a payment that has been submitted to your bank by the payer for a direct deposit. This payment may not yet have been accepted at your bank.
Please note that it can take several days for your bank to confirm the acceptance or rejection of a direct deposit payment.
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22. The eProfile™ payment detail screen says that the payment status has failed. What does ‘failed’ mean?
A failed payment indicates that the direct deposit payment could not be completed by your bank. In this case, we will email an explanation to your email address listed in your eProfile account.
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23. I entered my direct deposit banking information and signed up for direct deposit. However, I received a payment by cheque. How could this happen?
There are two possible reasons:
1) A health benefit claim may have been processed prior to the time that your direct deposit enrollment became effective. All future claims will be paid by direct deposit.
2) You may have created more than one eProfile account. Direct deposit banking information is determined based on the data in the eProfile account that was most recently created. Please ensure that your most current eProfile account has been updated with your direct deposit banking information.
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24. How do I close one of my eProfile accounts if I have more than one open?
You should contact our Customer Response Centre at the number identified on
your benefit card or by calling 1-888-513-4464 and we will assist you with this issue.
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25. Why can’t I see all the claims that I have just been paid for?
You can view claims for yourself or any dependents under the age of sixteen. For privacy reasons your spouse or any dependents over the age of sixteen, must open their own eProfile account to be able to view their health benefit claim details.
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26. I can see on your website that direct deposit payment is an option but I cannot enroll. Why not?
There are two possible reasons:
1) Only health benefit plan members are eligible to enroll in the direct deposit program. Payment is only issued to the plan member.
2) Your group is not eligible for direct deposit payments. Please contact your benefits plan administrator for clarification.
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27. I can see a direct deposit in my bank account; however, I did not receive an email notifying me of the deposit. Why did I not receive an email?
You may not have received an e-mail for one of the following reasons:
1) Your e-mail address in your eProfile account may be incorrect: or
2) Your Internet Service Provider (ISP) may have blocked the e-mail for some reason.
We recommend that you logon to your eProfile account and verify that your e-mail address is correct. If it is correct, then you should contact your Internet Service
Provider for further assistance.
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