RWAM

Step-by-Step Guide to Filing Claims with RWAM

1. Submit Claims via TELUS eClaims or RWAM Portal

• TELUS eClaims (Recommended):
  1. Log in to the TELUS eClaims portal.
  2. Select “Submit a Claim” and enter the patient’s Policy Number and Member ID.
  3. Upload required documentation (e.g., receipts, treatment codes).
  4. Submit and receive real-time adjudication results.
• RWAM Portal (Transition Phase):
  1. Log in to the RWAM portal using your credentials.
  2. Follow the same steps as above (RWAM portal remains available temporarily).

2. Prepare Required Documentation

• Patient Information: Policy Number and Member ID (mandatory for all claims)
• Treatment Details:
  • Procedure Codes: Only one treatment per day for the same code is eligible (e.g., one physiotherapy session per code)
  • Receipts: Must include provider name, license number, service date, and cost.

3. Track and Receive Payment

• Processing Time:
  • Claims are processed daily (6:00 a.m.–midnight ET). Responses are typically provided within 5 business days after acknowledgment
• Payment Methods:
  • Electronic Funds Transfer (EFT): Payments are deposited the day after approval, issued every business day
  • Cheques: Mailed with payment statements if EFT is not set up

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FAQ: RWAM Claims Process

1. How long does RWAM take to process claims?

Claims are acknowledged immediately and typically processed within 5 business days

2. What information is required for claims?

You must provide the patient’s Policy Number and Member ID, along with valid procedure codes and receipts

3. Are electronic predetermination requests accepted?

Yes. Submit predeterminations electronically for faster approval

4. How are payments issued?

• EFT: Payments are deposited daily after approval.
• Cheques: Mailed with statements if EFT is not enabled

5. Does RWAM support coordination of benefits?

No. RWAM does not process secondary claims

6. Are Quebec-based providers eligible?

Massage therapists, naturopathic doctors, and physiotherapy technologists in Quebec are not supported

7. Can I bill multiple treatments for the same code in one day?

No. Only one treatment per day per procedure code is eligible

8. When are payment statements sent?

Statements are emailed if EFT is set up; otherwise, mailed with cheques

9. Which healthcare providers are covered?

Eligible providers include acupuncturists, chiropractors, physiotherapists, psychologists, and optometrists (exceptions apply for Quebec)

10. What if my claim is delayed?

Contact RWAM support via the portal or TELUS eClaims for updates.

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