D.A. Townley
How do I contact the insurance company?
1-800-663-1356
What are the hours of adjudication?
Claims are adjudicated 24 hours a day, 7 days a week, excluding maintenance periods.
Once an Acknowledgement is generated, what is the time frame for receiving a response?
A response following a claim acknowledgement is usually processed within one week. Predeterminations and rejected claims are mailed to providers daily. Cheques, along with explanation of benefit statements for payable claims, are mailed on the 1st and 16th of each month. For direct deposit the payment will be sent the next business day.
Payment: How will payment be handled for claims submitted using eClaims? Would it be possible to set up a direct deposit option for payments?
Cheques and payment statements are issued to providers every two weeks. For a provider to use direct deposit, their email and banking information must be completed. They can update their email and banking information from the Provider Portal homepage, under Profile 
> Profile & security questions and My Account > Banking information, respectively. All Explanations of Benefits for direct deposit payments are available electronically on the eClaims portal in the “Payment Statement” section. It is important to note that since TELUS Health issues payments on behalf of D.A. Townley, the name of the insurer on the payment statement is "D.A. Townley" and the name on the bank statement is "TELUS ADJUDICAR".
Coordination of benefits: Is coordination of benefits possible in cases where the patient has both primary and secondary coverage with the same insurer?
No, coordination of benefits is not supported.
What do I enter in the Policy / Group and Member ID / Certificate fields? Where do I find this information for my patient?
Please see the sample card shown below:
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)?
No, only one treatment per day for the same procedure code is eligible.
What expense types can be submitted electronically, and which specialized healthcare provider roles does the system support?
Expenses for the following specialized healthcare providers are supported:
-
Acupuncturists
-
Chiropodists
-
Chiropractors
-
Dietitians
-
Massage therapists
-
Naturopathic doctors
-
Occupational therapists
-
Opticians
-
Optometrists
-
Osteopaths
-
Physiotherapists
-
Physiotherapy technologists
-
Podiatrists
-
Psychologists
-
Psychotherapists
-
Social workers
-
Speech therapists