Telus: FAQ

Q1) When a claim is submitted to Telus through InnoCare Software will the claim show on the Telus Provider Portal?

A1) No, when the claim is submitted through InnoCare Software the history is not available on the Telus Provider Portal. Only the claims that are submitted through the Telus Provider Portal will be available to view on the Telus Provider Portal.

 Q2) How long does it take for the claim to be approved?

A2) An Explanation of Benefits (EOB) will be returned to InnoCare Software immediately. If you did not receive the EOB from Telus you must contact your Telus adjudicator directly.

Q3) Can orthotics be billed through the Integration?

A3) Orthotics do not get billed through the Integration. 

Q4) Is coordination of benefits possible in cases where the patient has both primary and secondary coverage with the same insurer?

A4) Canadian Construction Workers Union (C.C.W.U.): No.

Chambers of Commerce Group Insurance Plan: Coordination of Benefits with the same provider is not supported at this time.

CINUP (Johnston Group): Coordination of Benefits with the same provider is not supported at this time.

ClaimSecure: If your patient holds both primary and secondary coverage with ClaimSecure, ClaimSecure will respond electronically to the primary coverage only and will automatically coordinate and handle the secondary claim. Though the provider will not receive an electronic response to the secondary claim, there is no need for the patient to submit a paper claim for the secondary claim. Payment for the secondary coverage will be paid out to the member.

Cowan Insurance Group (managed by Express Scripts Canada): No.

Desjardins Insurance: Desjardins Insurance will coordinate benefits for services submitted on a patient’s behalf when preference for such coordination is noted in the patient’s file. All provider-generated requests for coordination of benefits will be ignored. The member is responsible for updating all information in her/his file. Desjardins Insurance will issue electronic responses only for primary coverage issues. Coordination and processing of secondary coverage claims will be performed manually. Although you will not receive an electronic response for a secondary coverage claim, your patient is not required to submit a paper claim to Desjardins Insurance for this secondary claim.

First Canadian (Johnston Group): Coordination of Benefits with the same provider is not supported at this time.

Great-West Life Assurance Company: If your patient holds both primary and secondary coverage with the Great-West Life Assurance Company, the provider must complete both the primary and secondary coverage sections of the patient’s claim. Great-West will respond electronically to the primary coverage only and will automatically coordinate and handle the secondary claim manually. Though the provider will not receive an electronic response to the secondary claim, there is no need for their patient to submit a paper claim to Great-West for the secondary claim. For vision care claims, payment for the secondary coverage will be paid out to the plan member. For all other claim types, payment for the secondary coverage will be paid out to the same recipient as the primary coverage.

GroupHEALTH: No, this option is not currently available.

GroupSource: No, this option is not currently available.

Industrial Alliance Insurance and Financial Services Inc.: This option is not currently available.

Johnson Inc.: Not at this time, as currently not supported

LiUNA Local 183: No.

LiUNA Local 506: No.

Manion: No, this option is not currently available.

Manulife Financial: No.

Maximum Benefit or Johnston Group: Coordination of Benefits with the same provider is not supported at this time.

Sun Life Financial: If your patient has both primary and secondary coverage with Sun Life Financial, you must complete both the primary and secondary coverage sections of your patient’s claim. Sun Life Financial will issue an electronic response to the primary coverage request only. Your patient is required to submit a manual claim to Sun Life Financial for the secondary coverage claim.

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