Our corporate culture is founded on Total Customer Satisfaction. We bring a service focus to everything we do.
As a plan administrator you have at your disposal dedicated specialists in both customer relations management and customer services, committed to ensuring that you enjoy the best possible service experience. We also provide you with a wide range of tools to facilitate the administration of your plan.
We keep pace with you as your needs and those of your employees evolve. From implementation onward, we meet with you on an ongoing basis to better understand your reality and your expectations. We value your feedback and let it guide us as we continually look to improve.
Look to Standard Life for the support and flexibility you need in the administration of your group benefits package.
eServices
Easy. Secure. Instantaneous.
You have a busy schedule. With this in mind, our eServices are designed to offer secure and convenient access to information, administrative tools and transactions through the VIP Room, Electronic payments and the Standard Life Web site. Visit our Products & Services section to view our complete range of eServices.
VIP Room
Our secure Web site is designed to simplify the administration of your group benefits plan. Log in to the VIP Room to:
- Enroll new plan members
- View and modify employee information
- Generate personalized administration and claim forms
- Print a copy of employee Insurance Certificates
- Create and download customized reports on participants and their dependents
- Consult information on current and previous invoices
- Follow step-by-step instructions in our Administrator's handbook
- Contact a specialist via our secure Message Centre - safer than transmitting confidential information in unprotected emails
- Visit our protected Health & Wellness Centre for exclusive information on personal and workplace health and wellness topics
- and more...
Electronic payments
With Standard Life's ePayment option, you have one less cheque to issue. Pay your group insurance invoices online via your financial institution.
Standard Life Web site
Our public Web site provides access to:
- Information on our Products and Services
- Frequently used administrative and claim forms
- Our Administrator's handbook: This all about the administration of your group insurance plan
- The Article, our bulletin on regulatory matters
- Useful links
Administrator's handbook
Managing a group insurance plan has its challenges. Our administrator's handbook is a practical guide designed to help you carry out the day-to-day tasks related to the administration of your plan.
The handbook - This is all about the administration of your group insurance plan PDF (330Kb) - contains useful information and provides step-by-step explanations on how to:
- Obtain forms
- Enroll new participants
- File a health, dental, disability or death claim
- Order replacement Insurance Certificates
- Advise us of salary changes
- Change, terminate or reinstate employee and dependent coverage
- Inform us of temporary lay-offs, maternity and parental leaves
- Request optional benefits
- Modify beneficiary designations
- Convert group life insurance to individual insurance
- and much more...
Our VIP Room gives you exclusive access to an interactive version of this handbook that includes step-by-step instructions and screen shots for various online transactions.
Discover more
Useful links
| Health Care | Workers' Compensation | Ministry of Labour | Human Rights | |
|---|---|---|---|---|
| Alberta | visit | visit | visit | visit |
| British Columbia | visit | visit | visit | visit |
| Manitoba | visit | visit | visit | visit |
| New Brunswick | visit | visit | visit | visit |
| Newfoundland & Labrador | visit | visit | visit | visit |
| Nova Scotia | visit | visit | visit | visit |
| Ontario | visit | visit | visit | visit |
| Prince Edward Island | visit | visit | visit | visit |
| Québec | visit | visit | visit | visit |
| Saskatchewan | visit | visit | visit | visit |
| Yukon | visit | visit | visit | visit |
Please note that certain Web sites exist only in French.
Standard Life cannot assume responsibility or exercise any control regarding the content of sites, editorial or other, to which we hyperlink or that point to our Web site.
Useful forms
Customer Relationship Manager
With Standard Life, you'll get all of our attention, even before you need it. Specializing in plan implementation and the management of ongoing services, your Customer Relationship Manager is your primary contact with Standard Life.
Your Customer Relationship Manager is available to offer training sessions on managerial issues such as billing, administrative tools, and the VIP Room. They will also walk you through the administrator's handbook and our most frequently used forms.
To make your transition to Standard Life a smooth one, your Customer Relationship Manager will lead meetings and training sessions for employees on the benefits and services we offer.
After plan implementation, your Customer Relationship Manager will support you and maintain ongoing and open communications through activities such as information meetings, continuous training and service visits.
While we constantly strive to provide you with the best possible products and services, there may be times when you think we could do something even better. We welcome, and even solicit, your feedback. With your comments we ensure that our service reflects your changing needs.
Learn more about the personal touch we offer with our Solutions for small businesses.
Customer Care Centres
Our Customer Care Centres take the complexity out of the day-to-day administration of your group benefits plan.
- Estern Region: 1-800-363-6682
- Central Region: 1-800-465-2581
- Western Region: 1-888-531-1145
Your dedicated specialist is your single point of contact, there to answer all your questions regarding administrative procedures and contractual clauses. Call your specialist for any questions and concerns you may have regarding:
- Enrollment of new employees
- Changes to employee files
- Billing and premium inquiries
- Status of health, dental, disability and death claims
- VIP Room navigation
- Drug card inquiries and replacement
- Certificates
- Optional benefits (Life, AD&D)
- Evidence of insurability
- Life insurance conversion
- Policyholder address change
- Change of plan administrator
- Employee booklet requests
| Anti-Fraud Tip Line - Because fraud affects us all |
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| While insurance fraud was once thought to be a 'victimless crime', statistics show that even one fraudulent claim has repercussions not only on the premiums of a group, but also on an individual's level of coverage, and eventually on the industry as a whole. In an effort to minimize cases of insurance fraud, we have set up a confidential Anti-Fraud Tip Line at 1-877-543-2333. Callers can leave a message with details regarding activities they suspect may be fraudulent. Or, they can contact us via our Anti-Fraud message centre at antifraud@standardlife.ca |
Info-Line
When it comes to benefits and claims, your employees may have lots of questions. We are here to answer them.
Your employees can call our toll free Info-Line at 1-800-499-4415, Monday to Friday from 8:00 a.m. to 5:00 p.m., and speak directly with a Customer Service Representative about their health, dental and disability claims and group plan benefits.
Our Customer Care teams are ready to answer questions quickly and effectively.
24 hours a day, 7 days a week
Your employees can also access up to date information via our secure Interactive Voice Response (IVR) system. They can obtain basic information on their coverage, the status of recent claims, and the last five claims payments made. More detailed information is conveniently available online in our VIP Room.
The Article bulletin
Keeping up to date on the latest regulatory changes is demanding and time consuming. This is why we offer The Article, a bulletin that demystifies provincial and federal legislative changes and their impact on group insurance. The bulletin covers government updates, contractual information, and any other topics that may affect our products and services.
2011 edition
October 2011
BAP15…? The 15-year rule…? What does it have to do with my drug plan? PDF (117Kb)
This bulletin explains the 15-year rule applicable to Quebec’s Public Prescription Drug Insurance Plan. It also outlines a modification to Standard Life's reimbursement process regarding drugs subject to the 15-year rule.
EAP Newsletter
Employee Assistance Programs (EAP) are becoming increasingly popular as employers realize that proactive measures are needed to help manage the growing number of disability incidents and costs.
To help build awareness about the importance of Employee Assistance Programs, Standard Life sponsors the EAP Newsletter. Featured in Benefits Canada, the EAP Newsletter is dedicated to the management of employee health and performance.
Our experts actively participate in each edition, contributing articles on various aspects of an Employee Assistance Program in relation to Health & Wellness and Disability Management.
Below are articles written by Standard Life's specialists. For a hard copy of the newsletters, please contact your Manager, Business Development.
Current feature article:
|
Is Seasonal Affective Disorder Impacting Your Workplace? PDF (125Kb)
Christine Potvin, Vice-President, Disability Risk Management, Health and Wellness, Standard Life It is estimated that millions of Canadians endure what is known as the "winter blues," and that 2% to 3% of the population has symptoms severe enough to be diagnosed with seasonal affective disorder. Because seasonal affective disorder is a type of depression, the symptoms are similar and so is the impact on employee performance. |
Expert-Aide Manager Assistance Program
We are all faced with new challenges at home and at work. Our Expert-Aide and Inter-Aide Assistance Programs offer you and your employees the tools and support needed to take on the most difficult ones.
What is Expert-Aide?
Part of your long-term disability benefit, Expert-Aide helps you deal with the challenges you may face as a manager. It also lets you refer employees who are facing difficulties to confidential counselling and support services.
Who can benefit from this program?
Expert-Aide services are available to all managers and referred employees.
What does it offer?
Managers:
- Confidential telephone counselling
- Professional advice and coaching from experienced counsellors
- Online educational resources
- Trauma services, in the event of serious workplace incidents
Referred employees:
- Short-term counselling services
Referring an employee?
A simple phone call puts referred employees in touch with professional counsellors who can help them deal with:
- Family matters
- Mental health concerns
- Dependencies
- Work-related difficulties
- Personal problems
Expert-Aide services are provided by Standard Life in association with Homewood Human SolutionsTM , a trusted Employee Assistance Program (EAP) provider offering services for over 30 years.
| Help is available Canada-wide - 24 hours a day, 7 days a week |
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Confidential help line: 1-855-263-8648 |
