What it’s all about
Most of the time, you’ll submit your claim through your secure online Member Centre, our team will process it, and you’ll get your reimbursement within a few days. Easy peasy, right?
Every now and then, though, we’ll need a bit more information. This could be because documentation wasn’t submitted, we need to confirm that an expense isn’t cosmetic, or we just need additional details.
When that happens, our Customer Experience Team will reach out to let you know what’s needed. You’ll be directed to your Member Centre to upload any required documents. Email isn’t secure and sending personal or health information that way puts your privacy at risk. Your Member Centre is the safest place to share your info.
We know no one wants to be out of pocket for longer than necessary, and we don’t want that either! The sooner we receive your documents, the sooner we can reimburse your claim. Uploading everything up front helps avoid delays and gets your reimbursement moving faster. Getting into the habit of submitting supporting documentation with every claim is a smart move. While it’s not always required, having it up front often means we can review and process your claim without needing to follow up for more information.
This article walks you through how to upload your supporting documents the right way.
What you’ll need
- Your Member Centre login information
- The supporting document(s) requested – this could be a receipt, detailed invoice, doctor’s note, or prescription
How you’ll do it
- Login to your Member Centre
- You’ll see a banner indicating that more information is required. Click continue to be taken to the expense requiring more information
- Once the next screen opens up you’ll see a listing of the expense or expenses requiring follow up. On the right hand side of the expense listing, you’ll see an option to upload image. Click on the icon under ‘UPLOAD IMAGE’.
- On the Waiting for Image page, you’ll see a + button. Click on the button to upload your document.
- Once you’ve uploaded the document, click on the ‘Submit’ button, which will get your claim back in front of our Claims Team for review.
Next steps
Once your documents are uploaded, our Claims Team will review them and continue processing your claim. If everything looks good, you’ll see status updates in your Member Centre.
If anything’s missing or unclear, our Customer Experience Team will follow up to clarify.
Check out these handy dandy resources for more information on claims: