Industrial Alliance
How do I contact the insurance company?
1-877-422-6487, Monday to Friday, 8:00 am to 8:00 pm (ET)
What are the hours of adjudication?
Claims are adjudicated Monday to Friday from 06:00 to midnight ET, Saturdays and Sundays from 06:00 to 22:00 ET.
Once an Acknowledgement is generated, what is the time frame for receiving a response?
If the claim is processed in real-time, the answer will be immediate. However, if the claim is under review, the answer and the payment will be sent to the insured within five business days.
Does the insurer accept a predetermination request submitted electronically?
No, electronic submissions of predeterminations are currently not accepted.
Is payment to the provider (benefit assignment) possible?
Yes, if the claim is processed in real-time. However, if the claim is under review, the payment will be made to the insured.
Payment: How will payment be handled for claims submitted using eClaims? Would it be possible to set up a direct deposit option for payments?
If the claim is processed in real-time and the provider requested an assignment of benefits, the payment will be made to the provider through direct deposit. However, claims adjustments will be made by cheque. If the claim is under review, the payment will be made to the insured within five business days.
Coordination of benefits: Is coordination of benefits possible in cases where the patient has both primary and secondary coverage with the same insurer?
This option is not currently available.
Can claims for the same service be submitted twice in the same day (e.g. for the same service on two different body parts, or for the same service provided in the morning and in the evening of the same day)?
Only one treatment per day from the same practitioner is eligible.
What expense types can be submitted electronically, and which specialized healthcare provider roles does the system support?
The following healthcare providers can submit expenses electronically:
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Acupuncturists
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Chiropodists
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Chiropractors
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Dietitians
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Massage therapists
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Naturopathic doctors (all provinces except for Quebec)
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Occupational therapists
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Osteopaths (all provinces except for Quebec)
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Physiotherapy technologists
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Physiotherapists
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Podiatrists
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Psychologists
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Psychotherapists
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Social workers
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Speech language pathologists
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Vision care providers (opticians and optometrists)
Fees are accepted provided the practitioner is licensed by the appropriate provincial or federal organization to practise his/her profession in accordance with the rules of his/her profession. If the practitioner’s services are covered by a provincial health plan, no coverage will be provided under this benefit for the paramedical care given until the maximum under the provincial plan has been reached.