Union Benefits
How do I contact the insurance company?
1-800-265-2568 Monday to Thursday from 9:00 a.m. to 5:00 p.m., and Fridays from 9:00 a.m. to 4:00 p.m.
What are the hours of adjudication?
Claims are adjudicated 24 hours a day, 7 days a week.
Once an Acknowledgement is generated, what is the time frame for receiving a response?
Responses for predeterminations are provided in one to four weeks. Responses for rejected claims, payments and explanations of benefits (EOB) are provided within 2 to 3 business days.
Payment: How will payment be handled for claims submitted using the eClaims solution? What is the frequency of payments?
Healthcare professionals and clinics are paid by cheque every 2 to 3 business days.
How are statements delivered?
Payment statements are enclosed with the cheques.
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?
The following healthcare professionals are supported by this insurer:
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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
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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
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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
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.
