RWAM
I currently use RWAM Claims Services portal to submit claims. What should I do now?
We encourage you to make the switch and start submitting your RWAM claims through TELUS eClaims. To ensure a smooth transition, the RWAM portal will remain available for claim submissions for the next few months.
How do I contact the insurance company?
1-877-888-7926.
What are the hours of adjudication?
Claims are processed daily, from 6:00 a.m. to midnight ET.
Once an Acknowledgement is generated, what is the time frame for receiving a response?
Following a claim acknowledgement, RWAM usually processes the response within 5 days.
Does the insurer accept a predetermination request submitted electronically?
Yes, electronic predetermination requests are accepted.
Payment: How will payment be handled for claims submitted using the eClaims solution?
Healthcare professionals and clinics are paid by Electronic Funds Transfer (EFT) on the day following the approval.
What is the frequency of payments?
Payments are issued every business day.
If direct deposit can be set up, is a payment statement issued? How are the statements delivered?
Payment statements are mailed along with cheques and send by email when electronic payment is set up.
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.
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 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:
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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 (all provinces except Quebec)
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Naturopathic doctors (all provinces except Quebec)
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Occupational therapists
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Opticians
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Optometrists
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Physiotherapy technologists (all provinces except Quebec)
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Physiotherapists
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Podiatrists
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Psychologists
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Social workers
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Speech-language pathologists
What do I enter in the Group Number and Certificate Number fields?
Your patient’s Policy Number and Member ID.
Where do I find my patient’s Policy Number and Member ID?
Please refer to the sample card shown below.
