Flexcare^® Hospital Basic Stand-Alone Plan

If your claim form is complete and accurate, you will generally receive payment within six business days. When information is missing, we may have to return the claim form to you. This delays processing and payment.

First, check to see if your provider has already submitted your claim. Often, you don't have to submit a claim because many hospitals, pharmacies and dentists can submit your claim directly to us. There's no online form or paperwork for you, and you only pay the amount your plan doesn't cover.

If your provider hasn't already submitted your claim, you can submit your claim online or on paper by mail.

Submit your claim online:

• Within 12 months of the date you were charged
• After you've paid more than any deductible in your plan
• Specify the currency if your claim is for services outside Canada
• Hold onto original receipts and applicable supporting documentation for 12 months

Submit your claim on paper by mail:

• Within 12 months of the date you were charged
• After you've paid more than any deductible in your plan
• Specify the currency if your claim is for services outside Canada
• Include original receipts and applicable supporting documentation
• Make sure you've signed your claim form
• Extended health claim form – for all covered expenses except dental expenses
• Dental benefit claim form – must be completed by your dentist or dental specialist

For FlexCare Customers
If you're in Canada or the United States, call our Assistance Centre at 1-800-805-1008. Outside of Canada or the United States, call collect at 1-519-251-7298.

For Follow Me Customers
If you're in Canada or the United States, call our Assistance Centre at 1-855-857-5919. Outside of Canada or the United States, call collect at 1-519-251-1570.

Every province and territory has a different health insurance plan – check your health ministry's website for details – but most may not cover:

• Prescription drugs
• Dental checkups and treatment
• Vision care
• Semi-private or private hospital rooms
• Registered specialists and therapists such as Acupuncturists, Chiropodists, Chiropractors, Naturopaths, Osteopaths, Physiotherapists, Podiatrists, Psychologists/Psychotherapists, Registered Massage Therapists, Speech Pathologists/Therapists
• Health-related products such as orthotics, hearing aids, prosthetics and medical equipment
• Health-related services such as ambulance, homecare and nursing, medical coordination and second medical opinions
• Emergency medical care for travellers

Our health and dental plans that offer guaranteed acceptance, including the Flexcare® ComboPlus^TM Starter Plan and all four FollowMe^TM plans for people whose group benefits are ending, cover eligible pre-existing conditions and eligible current medications. Our other health and dental plans only cover new medications. Refer to your policy for more details.