Overview
Waiting for a reimbursement isn’t exactly a thrill ride. You’re out of pocket, and that money matters, so it’s only natural to want it back fast. We get it! That’s why we aim to process your claim and deposit your reimbursement within 3–5 business days of receiving your submission.
But here’s the thing: the speed of your reimbursement depends a lot on what you include with your claim. Missing or unclear documentation is one of the most common reasons claims get delayed.
To keep things moving smoothly, make sure you’re submitting everything we need upfront. (We’ll show you exactly what that looks like.)
Some claims may still take a little longer depending on how they’re submitted, how complex they are, or how many other claims are in the queue. But you can always check your claim status anytime in your Member Centre—no guessing or waiting for an email update.
The good news? A complete, clear submission is the fastest path to a quick deposit. And we’re here to help you get it right the first time.
The details
Submitting claims with supporting documentation
Include detailed information for each expense and upload any supporting documents you have for the expense.
The more info you provide up front, the fewer delays! Our Claims Team will be able to review and confirm relevant details listed on your documentation and ensure expenses are eligible and fit into your benefit period.
While submitting your expense, you’ll be able to add documentation using the + button.
Separating expenses is an important part of submitting your claim correctly. Ensure that each expense is entered individually by expense and who it's for so we can review and process quickly and accurately.
Combining expenses into one claim submission
Each time you submit a claim, it goes into a queue for processing. So, if you submit each of your expenses as an individual claim, it will go into its own place in line.
You can easily combine expenses into a single claim that will get processed at once by using the + Add New Expense button during the claim submission process.
It looks like this...
....and you’ll see it during the claim submission process, once you’ve added an expense.
Watch out for messages from our team
If anything comes up after you’ve submitted your claim, our team will reach out to you. Watch out for messages from us in your inbox asking to clarify details or provide supporting documentation for your expenses. Make sure that your email address in your Member Centre is current – you can even add a secondary email address. Check out this article on managing email addresses for more information.
For supporting documentation, you’ll be asked to upload directly to the expense in your Member Centre. When you login to your Member Centre, you’ll see a banner letting you know which expense(s) need updating. Follow the prompts to upload the documentation. Need more details on how to upload? Instructions for that are found in this article.
When we’re waiting for follow up from you, we’ll also update your claim status. You’ll see that reflected on your expense in your Member Centre.
Keeping your direct deposit details up-to-date
Ensuring that your banking details are up-to-date means we won’t encounter any errors when sending your reimbursement. An error in connecting to your account means we’ll have to reach out to you, have details updated, and then resend the funds.
You can always do a double check of your direct deposit details in your Member Centre by clicking on the dropdown menu next to your name and selecting Direct Deposit Details.
Not signed up for direct deposit? No time like the present. Reimbursements via cheque are subject to a $10.00 fee...and nobody likes fees!
Anything else?
Still waiting and feeling unsure? We’ve got your back! If your claim is taking longer than expected and you haven’t heard from us, feel free to submit a request using the support form in your Member Centre. We’ll be happy to take a look!