Canada Life/Great West Life

Step-by-Step Guide to Filing Claims with Canada Life

1. Choose Your Submission Method

Canada Life offers three primary ways to submit claims:

• Online via GroupNet Portal (Fastest)
• Direct Billing (For eligible services)
• Mail (For paper forms)

2. Online Submission (GroupNet Portal)

1. Log in to GroupNet:
   • Visit Canada Life’s GroupNet Portal.
   • First-time users: Register using your plan number and member ID (provided by your employer).
2. Start a New Claim:
   • Click “Make a Claim” → “Start Claim” in the top-left corner.
3. Select Claim Type:
   • Choose Health, Dental, Paramedical, or Travel Insurance.
4. Enter Claim Details:
   • Provide:
     • Service date
     • Provider name (e.g., Panda Clinic)
     • Cost and receipt (PDF, JPEG, or PNG; max 8MB per file)1012.
5. Submit and Track:
   • Confirm details and submit.
   • Track status under “Claims History”.

Note: Paramedical claims (e.g., massage therapy) often require manual submission after paying out-of-pocket7.

‍3. Direct Billing (For Eligible Services)

If your provider participates in direct billing:

1. Prescription Drugs:
   • Present your electronic drug card at the pharmacy.
2. Dental Services:
   • Show your electronic dental card at the clinic.
3. Panda Clinic Services:
   • Confirm direct billing eligibility with our front desk.

Limitations: Most paramedical services (e.g., acupuncture) require manual claims.

‍4. Mail Submission

1. Download the Correct Form:
   • Use the Health Services Claim Form for paramedical or medical expenses3.
2. Complete the Form:
   • Include:
     • Original receipts (photocopies not accepted).
     • Provider details (Panda Clinic’s license number and address).
3. Mail to Canada Life:
   • Address: Canada Life, 100 Wellington St. West, Toronto, ON M5K 1A1 14.

5. Special Cases Long-Term Disability (LTD) Claims

1. Gather Documentation:
   • Employer Statement (completed by your HR).
   • Employee Statement (your health/job details).
   • Attending Physician’s Statement (doctor’s diagnosis).
2. Submit via GroupNet:
   • Upload forms under the “Disability Claims” section.
3. Track Approval:
   • Processing takes 5–20 days. Contact your case manager at 1-855-755-6729 for updates10.

Key Requirements & Tips

• Deadline: Submit claims within 12 months of the service date7.
• Direct Deposit: Enroll via GroupNet for faster payouts.
• Coordination of Benefits: Submit to primary insurers first (e.g., spouse’s plan)7.

Troubleshooting

• Claim Denied?
  • Check for missing documents or exceeded coverage limits. Appeal via GroupNet or call 1-800-957-97777.
• Delayed Processing:
  • Follow up under “Claims History” or contact your case manager

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Frequently Asked Questions (FAQs): Canada Life Insurance

1. Does Canada Life cover paramedical services at Panda Clinic?

Yes! Most Canada Life group plans cover massage therapy, physiotherapy, acupuncture, and chiropractic care. Coverage limits vary by plan—check your policy or log in to GroupNet to view your annual allowances.

2. Can Panda Clinic bill Canada Life directly?

Yes, for eligible services. We use TELUS Health eClaims for direct billing on:

• Dental services (if your plan includes electronic dental cards).
• Prescription drugs (via participating pharmacies).
  Note: Paramedical services often require manual claims.

3. What documents do I need to submit a claim?

• Original receipt from Panda Clinic (with service date, cost, and provider license number).
• Completed claim form (download from Canada Life’s Forms page).
• Referral (if required by your plan, e.g., for physiotherapy).

4. How long does Canada Life take to process claims?

• Online (GroupNet): Processed in 3–5 business days.
• Mail: Allow 10–15 business days plus mailing time.
  Tip: Enroll in direct deposit via GroupNet for instant reimbursements.

5. What if my claim is denied?

‍Common reasons include:

• Missing receipts or unsigned forms.
• Exceeding annual coverage limits (e.g., $500 for massage therapy).
• Services not eligible under your plan.
  Appeal by submitting missing documents via GroupNet or call 1-800-957-9777.

6. Can I combine Canada Life with another insurance plan?

‍Yes! Canada Life supports coordination of benefits. Submit to your primary insurer first (e.g., spouse’s plan), then to Canada Life for remaining costs. Provide both policy numbers to Panda Clinic for streamlined billing.

‍7. How do I check my remaining coverage?

• Log in to GroupNet → Navigate to “My Benefits”.
• Call Canada Life’s support line: 1-800-957-9777.
• Ask our Panda Clinic team—we’re happy to help check your balance!

8. What’s the deadline to submit claims?

‍Claims must be filed within 12 months of the service date. For travel insurance, submit within 90 days of returning home.

‍9. Do I need a referral for massage therapy or chiropractic care?

‍Most Canada Life plans do not require referrals for paramedical services. Check your policy under “Paramedical Coverage” or contact your HR department

10. How do I track my claim status?

• Log in to GroupNet → Go to “Claims History”.
• Set up email/SMS notifications in your GroupNet profile.

Still Need Help?

‍Contact Canada Life directly:

• Claims Support: 1-800-957-9777 (Mon–Fri, 8 AM–8 PM ET).
• GroupNet Technical Help: 1-877-955-5747.
• Panda Clinic Assistance: Email health@pandaclinic.ca for help with receipts or forms.

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