Empire Life

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

1. Choose Your Submission Method

Empire Life offers four primary claim submission options:

• Online via Member Portal (Fastest for routine claims)
• Through a Registered Medical Provider (Direct billing for eligible services)
• Mobile App (For policyholders submitting paramedical/dental claims)
• Mail (For life insurance or complex claims)

2. Online Submission (Member Portal)

1. Log In or Register:
   • Visit Empire Life’s Member Portal and sign in with your credentials. New users must register using their policy number and personal details
2. Navigate to Claims:
   • Select “Submit a Claim” and choose the claim type (e.g., health, dental, paramedical).
3. Enter Details:
   • Provide service date, provider name, and cost. Upload digital receipts (JPEG/PDF/PNG)
4. Review and Submit:
   • Confirm accuracy and submit. Real-time adjudication provides immediate reimbursement amounts. Payments via direct deposit typically arrive within 24 hours

3. Submission Through a Medical Provider

1. Confirm Provider Eligibility:
   • Ask if your provider (e.g., dentist, physiotherapist) is registered with ProviderConnect™ or Empire Life’s direct billing network
2. Present Your Insurance Card:
   • Provide your Empire Life ID card at the appointment. The provider submits the claim electronically.
3. Pay Only Uncovered Costs:
   • Depending on your plan, you may pay the balance upfront or have it deducted automatically

4. Mobile App Submission

1. Download the Empire Life App:
   • Available on iOS and Android for policyholders.
2. Submit Claims:
   • Use the app to scan receipts, upload documents, and track claims. Note: Life insurance claims cannot be submitted via the app
3. Track Reimbursements:
   • Check the “Claims History” section for real-time updates

5. Mail Submission (Life Insurance or Manual Claims)

1. Gather Required Documents:
   • Life Insurance: Death certificate, policyholder’s details, and completed forms (e.g., Claimant Statement, Proof of Death)
   • Health/Paramedical: Original receipts, signed claim form, and provider details
2. Complete Forms:
   • Download forms from Empire Life’s Website
3. Mail to Empire Life:
   • Address:
     The Empire Life Insurance Company
     Group Health Claims
     259 King St. East
     Kingston, ON K7L 3A8 Canada

6. Special Cases: Life Insurance Claims

1. Contact Empire Life:
   • Call 1-800-561-1268 to initiate the claim and request forms
2. Submit Documentation:
   • Include the death certificate, policy number, and beneficiary details.
3. Processing Timeline:
   • 88% of claims are processed within 2 weeks if documentation is complete

Key Requirements & Tips

• Deadlines: Submit claims within 12 months of the service date
• Original Receipts: Photocopies are not accepted for manual submissions
• Direct Deposit: Enroll via the Member Portal for faster reimbursements

Troubleshooting

• Claim Denied? Resubmit with corrections or contact customer service at 1-800-561-1268
• Delays? Follow up via the Member Portal or app. Life insurance beneficiaries can request updates via 1-613-548-1881

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Frequently Asked Questions (FAQs): Empire Life Insurance

1. Does Empire Life cover paramedical services like massage therapy or physiotherapy?

Yes! Most Empire Life group plans cover massage therapy, acupuncture, chiropractic care, and physiotherapy. Check your policy’s “Extended Health Benefits” section on the Member Portal for annual limits (e.g., $500/year).

2. Can Panda Clinic bill Empire Life directly?

Yes, if your provider participates in direct billing. Confirm with our front desk to submit claims electronically. If direct billing isn’t available, we’ll provide a detailed receipt for manual submission .

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

• Original receipts (photocopies not accepted) with:
  • Provider name, license number, and address.
  • Service date, description, and total cost.
• Completed claim form (download from Empire Life’s Forms Page).
• Referral (if required by your plan, e.g., for physiotherapy).

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

• Online/mobile submissions: Processed within 24–48 hours.
• Mail submissions: Allow 7–10 business days plus mailing time.
  Tip: Enroll in direct deposit via the Member Portal for instant payouts.

5. What if my claim is denied?

‍Common reasons include:

• Missing receipts or incomplete forms.
• Exceeding annual coverage limits.
• Services not eligible under your plan.
  Resubmit with corrections via the Member Portal or call 1-800-561-1268 for assistance .

6. Can I use Empire Life with another insurance plan?

‍Yes! Empire Life supports coordination of benefits:

1. Submit to your primary insurer first (e.g., your employer’s plan).
2. Submit remaining costs to Empire Life.
   For dependents, start with the plan of the parent whose birthday falls first in the year .

7. Does Empire Life cover mental health services like counselling?

‍Most group plans include coverage for psychologists or social workers (e.g., $1,000/year). Check your policy’s “Mental Health Services” section on the Member Portal .8. How do I check my remaining coverage?

• Log in to the Member Portal → Go to “My Benefits”.
• Call Empire Life’s support line: 1-800-561-1268.
• Ask our Panda Clinic team—we can check your balance during appointments!

9. What’s the deadline to submit claims?

‍Claims must be filed within 12 months of the service date. For life insurance, submit within 30 days of the policyholder’s passing .

‍10. Do I need a referral for chiropractic care or acupuncture?

‍Most Empire Life plans do not require referrals for paramedical services. Confirm with your HR department or policy documents .

‍11. How do I submit travel insurance claims?

1. Before traveling: Call 1-800-463-1838 (Allianz Global Assistance) for emergencies.
2. After returning: Submit receipts and a completed Travel Claim Form online or by mail .

12. How do I track my claim status?

• Log in to the Member Portal → Navigate to “Claims History”.
• Use the Empire Life mobile app for real-time updates .

Still Need Help?

‍Contact Empire Life directly:

• Group Insurance Support: 1-800-561-1268 (Mon–Fri, 8 AM–8 PM ET).
• Life Insurance Claims: 1-613-548-1881.
• Panda Clinic Assistance: Email support@pandaclinic.ca for help with receipts or forms.

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