Puzzled? We can help...

1.  Has my cheque been issued?
Cheques are issued and mailed to providers twice monthly. The cheque issuance process takes place the middle and end of each month. Please allow adequate mail time for Canada Post to complete delivery.

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2. What information is needed to transmit an electronic claim?
A BIN/Carrier ID number is required to transmit all electronic claims.

Dental offices must also direct their claims through the NDC network.

The electronic submission must include the member’s group and certificate number, as printed on the card.

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3. What are the hours of operation and your contact information?

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4. Why is the claim not going though electronically?
The claim may be denied for a number of reasons, which are explained via electronic response at the time of transmission. Please verify the information you are transmitting. If you require further assistance, please call our Customer Response Centre at 1-888-513-4464. To ensure prompt service, please have the member’s certificate and group number at hand.

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5. 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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6. How do I sign up for direct deposit?
You must have received the ClaimSecure Provider direct deposit enrollment card that will include an enrollment password. Follow the instruction on this enrollment card to open an eProfile account and activate your direct deposit privileges. If you did not receive or have misplaced this form, please call our Customer Response Centre at 888-513-4464.

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7. 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 logon to 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. Consequently, 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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8. 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 for deposit to your bank account.
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) indicating the reason for this.
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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9. 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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10. 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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11. 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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12. 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 cheque sample outlining 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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13. 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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14. 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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15. 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.

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16. I can see on your website that direct deposit payment is an option but I cannot enroll. Why not?
A separate payment plan may be in place with your head office.

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17. I can see a direct deposit 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, please contact your Internet Service Provider.

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