For Plan Members

Following your enrolment by your organization’s plan administrator, a digital welcome package will be sent to you BY EMAIL and will include:

• Your group insurance certificate
• A benefits summary
• A Frequently Asked Questions document on various and important subjects, including how to communicate with ARC Group Benefits

And If you are covered under the Extended Healthcare benefit:

• Your benefits card
• Your travel insurance card

Certificate. Open your certificate and verify the information we have on file. If any corrections need to be made, please contact your plan administrator or contact our customer service at 514-397-0767

Cards. You can print your benefits card and travel insurance card or access them through your mobile app at any time

Portal and mobile app. Use the links provided in the email to access the step-by-step tutorials on how to register and submit claims

We thought of everything! You’ll find on this same webpage the step-by-step guides you will need to get started.

Your group number must include only 5 digits.

Your certificate number must include only 6 digits.

ARC Group Benefit’s solution is fully digital. You will not receive a plastic card or paper copy of your booklet. Both will be available via the online portal or mobile app.

ARC Group Benefit’s solution is fully digital. There are no forms available to mail in your claims. All claims must be submitted online via the portal or mobile app or directly at the pharmacy, dental office or other service providers connected to eClaims by Telus Health. Claims mailed to us will be returned and will not be adjudicated.

For claims submitted via the employee portal or the mobile application, all benefits are paid to the participant. You must register for direct deposit on the employee portal or the mobile app. The reimbursement of your claims for Extended Healthcare and Dental will only be made by direct deposit to your bank account. We do not send checks.

• Limited environmental impact
• Reduction of human error and document loss
• Quick turnaround time for claim reimbursement
• Security of your personal information
• Business continuity is guaranteed in the event of a pandemic or other unforeseen event

No problem! When opening the page or application, click on the link Forgot Password.

Enter the required information and click submit

Your group number must include only 5 digits.

Your certificate number must include only 6 digits.

You will receive an email to the email address we have on file that includes your username and a temporary password to access your online claims access site. Please log in to the site within 24 hours before the temporary password expires. You will be asked to create a new password. *Note that passwords are case-sensitive.

After 5 attempts to log in to your session with an incorrect username or password, your account will be blocked. Please contact us at 514-397-0767

Contact your travel insurance provider Canada Life at the following coordinates:

Within Canada or the United States: 1 866 530-6024

Everywhere else: 1 905 816-1901 (collect call)

Your group insurance provides coverage for urgent medical care expenses necessary following an illness or accident that occurs while travelling outside of your province of residence.  Medical care needed for the treatment of Covid-19 is considered like any other illness.  

For more details on the measures taken by your insurer to support you during Covid-19, please consult the following link :

https://www.canadalife.com/about-us/how-canada-life-is-supporting-you-during-covid-19.html

The travel cancellation/interruption coverage is specific to medical reasons. This coverage applies only when acute symptoms of Covid-19 are experienced and diagnosed by a physician who deems medical care or hospitalization necessary. This coverage does not apply to any other Covid-19 related restrictions or a positive Covid-19 test without acute symptoms.

Yes, your dentist can submit a predetermination or claim to us online

ARC Group Benefits is a third-party payer for health and dental care. We use a well-known electronic service provider in the industry, TELUS AdjudiCare, for online claim submissions.

Since January 1st, 2019, TELUS AdjudiCare has been an insurer/provider on the CDAnet network. If your dentist’s office is connected to this network (made available to them by the Canadian Dental Association), they can submit a predetermination or claim online.

Your dentist can’t find TELUS AdjudiCare in the system?

We can help! Here’s how:

Present this document at your dental office: Dental Info-letter, October 2022. It is also available on your portal and mobile app in “resources” Ask them to contact us at 514 397-0767, and we will guide them step-by-step.

Reasonable and customary fees are understood to mean:

• fees and prices normally charged in the regional area where the services or supplies are provided, and
• charges for services and supplies that represent reasonable treatment, considering the duration of services and how frequently services and supplies are provided.

Reasonable and customary fees may vary from one insurer or third-party payer to another. If you have any questions about these charges before submitting your claim, or questions about a claim you have submitted, please contact us.

Maintenance drugs are prescribed on an ongoing basis to treat chronic conditions such as asthma, diabetes, high blood pressure and high cholesterol.

The price of drugs can vary greatly from one pharmacy to another. Comparing prices can be a beneficial exercise that could save you money.

Maintenance drugs can be provided for a longer period (up to 100 days), saving you money on dispensing fees and reducing the number of pharmacy visits.

Certain drugs cannot be reimbursed without our authorization. They are usually expensive and used to treat specific medical problems.

You can find the list of drugs requiring prior authorization on the website of our partner TELUS: https://www.telus.com/en/health/prior-authorization-forms.

The carrier number is 34. Your group number can be located on your benefits card.

If the medication you are prescribed requires special authorization in order to be reimbursed, you must obtain the specific Prior Authorization form from our TELUS partner website at https://www.telus.com/en/health/prior-authorization-forms or by calling ARC Group Benefits at 514 397-0767.

The form must be completed by both the patient AND the attending physician. Instructions for completing the form are clearly listed on the first page of the form. All fields are mandatory and must be completed. Incomplete forms may result in your application being declined.

The completed form must be returned to Pharmacy Services at TELUS Health by fax at the number appearing on the form.

If you have any questions on the application process of this program or the reimbursement decision, or to inquire about the status of your Prior Authorization Form, please contact ARC at

514-397-0767 or by email at serviceparticipants@arcsupport.ca.

Please retain a copy of the completed form for your records.

Once a decision is made, it will be communicated to you by the preferred method of contact that you indicated on the form.