Drawbridge
How do I contact the insurance company?
Toronto: (800) 461-4361
Calgary: (800) 476-7473
Vancouver: (800) 663-7977
Student Benefits: (888) 404-6623
Once an Acknowledgement is generated, what is the time frame for receiving a response?
The claims are processed in real-time and the answer will be immediate.
Does the insurer accept predetermination requests that are submitted electronically?
Yes, predetermination requests are accepted.
Payment: How will payment be handled for claims submitted using eClaims?
Payments will be handled via Electronic Fund Transfer (EFT) or cheque.
What is the frequency of payment?
If direct deposit can be set up, is a payment statement issued?
How is the statement delivered?
Drawbridge issues both cheque and EFT payments each business day. EFT payments are processed within 1-2 business days depending on the financial institution.
Payment statements will be available in the TELUS Health provider portal.
Coordination of benefits: Is coordination of benefits possible in cases where the patient has both primary and secondary coverage with the same insurer?
Yes.
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. The second claim will reject as duplicate.
What expense types can be submitted electronically, and which specialized healthcare provider roles does the system support?
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Acupuncturists
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Athletic therapists
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Chiropodists
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Chiropractors
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Dietitians
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Guidance counsellors
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Kinesiologists
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Laboratory
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Massage therapists
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Naturopathic doctors
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Occupational therapists
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Opticians
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Optometrists
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Osteopaths
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Physiotherapists
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Physiotherapy technologists (Québec only)
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Podiatrists
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Psychologists
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Sexologists
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Speech-language pathologists
When a claim generates an acknowledgement response (pended claim), how long does it take the insurer to process that pended claim?
Drawbridge pends claims. It takes about 3-5 days to process pended claims.