Industrial Alliance

Step-by-Step Guide to Filing Claims with Industrial Alliance (iA Financial Group)

1. Log In or Register

• New Users:
  • Visit the Industrial Alliance Client Portal and click “Register”.
  • Use your policy number and personal details (provided by your employer or insurer) to create an account
• Existing Users:
  • Sign in with your credentials.

2. Select Claim Type

Choose from:

• Life Insurance: For terminal illness (Accelerated Life Benefit) or death claims
• Disability Insurance: Short-term or long-term disability claims for income replacement, debt coverage, or premium waivers
• Critical Illness: Submit after a life-threatening diagnosis (e.g., cancer, stroke)
• Health/Paramedical: Covers medical devices, prescription drugs, vision/dental care, and paramedical services (e.g., massage therapy, physiotherapy)

3. Prepare Required Documents

• General Claims:
  • Original receipts (for paramedical, dental, or vision claims).
  • Provider details (license number, service date, cost).
• Disability/Critical Illness:
  • Physician’s statement, employer forms, and medical reports
• Life Insurance:
  • Terminal illness diagnosis (for accelerated benefits) or death certificate

4. Submit Your Claim

• Online: Upload documents via the portal or iA Mobile App (available for iOS/Android)
• Direct Billing: For paramedical services (e.g., chiropractors, psychologists), ensure your provider is registered with iA’s network
• Manual Submission: Mail forms to iA’s claims department (address below)

5. Track and Receive Payment

• Real-Time Adjudication: Claims processed Monday–Friday (6:00 AM–midnight ET) and weekends (6:00 AM–10:00 PM ET)
• Non-Real-Time Claims: Processed within 5 business days
• Payment Methods:
  • Direct deposit (preferred) or cheque.
  • Providers receive payment directly if Assignment of Benefits is requested

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FAQ: Industrial Alliance (iA Financial Group)

1. How long does it take to process claims?

• Real-Time Claims: Immediate approval during business hours
• Non-Real-Time: Up to 5 business days

2. Which paramedical providers are eligible?

• Covered providers include acupuncturists, chiropractors, physiotherapists, psychologists, and vision care providers (opticians/optometrists)
• Note: Services covered by provincial health plans (e.g., OHIP) must exhaust provincial limits first

3. Can I submit predetermination requests online?

• No. Electronic predeterminations are not currently accepted

4. What if my claim is denied?

• Resubmit with corrected documentation or contact iA’s Group Insurance Support at 1-877-422-6487

5. Does iA cover travel insurance?

• Yes. Coverage includes medical emergencies, trip cancellations, and repatriation assistance

6. How do I check my claim status?

• Use the iA Mobile App or log in to My Client Space

7. Are group health benefits taxable in Canada?

• No. Health and dental benefits under a Private Health Services Plan (PHSP) are tax-free

8. What is the Express Life Claims Process?

• Accelerated life insurance claims under $75,000 are processed quickly without extensive documentation

9. Can I convert group coverage to an individual plan?

• Yes. Transit Insurance allows conversion within 60 days of employment termination

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