Canada Life
How do I contact the insurance company?
1-800-957-9777, Monday to Friday 8:00 a.m. to 7:00 p.m.
What are the hours of adjudication?
Monday to Friday 6:00 a.m. to 12:00 a.m. ET, and Saturdays and Sundays 6:00 a.m. to 10:00 p.m. ET.
Once an Acknowledgement is generated, what is the time frame for receiving a response?
Responses are returned within 5 business days.
Is payment to provider (benefit assignment) possible?
Yes, unless prohibited by the insured member’s policy. In such cases, it will be noted in the electronic response.
Payment: How will payment be handled for claims submitted using eClaims? Would it be possible to set up a direct deposit option for payments?
Canada Life will issue scheduled bundled payments to service providers, by cheque monthly or weekly by direct deposit. If you choose to register for direct deposit, payments will be issued by direct deposit into a bank account you designate.
Coordination of benefits: Is coordination of benefits possible in cases where the patient has both primary and secondary coverage with the same insurer?
If your client/patient has both primary and secondary coverage with Canada Life, you will receive payment under the primary plan only. Please request payment for any unpaid balance from your client/patient.
When submitting the claim, you must complete both the primary and secondary coverage sections of your client/patient’s claim. Canada Life will provide you with an electronic confirmation of the amount paid under the primary coverage and will automatically coordinate the secondary claim manually. Payment for the secondary coverage will be paid to the plan member.
You will not receive an electronic response for the secondary claim; however, there is no need for the member to submit a paper claim to Canada Life for the secondary claim.
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)?
Claims must be submitted manually to Canada Life.
What expense types can be submitted electronically, and which specialized healthcare provider roles does the system support?
All eClaims-eligible healthcare provider disciplines are supported except for massage therapy in Quebec, psychotherapists, and occupational therapists.