Plan members

Unsure about your benefits? Give us a call at 1-800-499-4415.

Talk to a real person

Call our toll-free Info-Line, Monday to Friday from 8:00 a.m. to 5:00 p.m. to speak directly with a Customer Service Representative. Our representatives are ready to answer any question you may have regarding your coverage and claims.

Please have your policy and certificate numbers on hand to help us serve you quickly and efficiently.

Secure access to information 24/7

Get your latest benefits information by phone at any time using our automated system. You can check your coverage, the status of recent claims and the last five claims payments made to you.

If you would like to use this secure line, please ask a Customer Service Representative to provide you with a User ID.

Your benefits information is also readily available online in the VIP Room.

If you’re travelling…

If your plan includes Travel assistance, the numbers to call for help are on the back of your Insurance Certificate.

What is covered under my plan? What form do I need? Was my claim paid?

You have questions. Find the answers online, in the VIP Room.

The VIP Room gives you secure access to the latest information on your benefits and claims – all you need is your User ID and password.

Log in at any time to:

• View your personal information and a summary of your benefits with Standard Life.
• Consult your employee booklet
  Refer to your employee booklet to see what is covered under your plan. You will find specifics on each benefit that answer your most pressing questions, such as “What can I claim?” and “How much is covered by my plan?”
• Complete and print personalized forms
  Simply select the form you need and fill in the required fields onscreen. To save you some time, your personal and plan information are already entered in our most frequently used forms.
• Check the status of your claims
  See if your claim has been received and click on the Explanation of Benefits for details of the expenses you submitted and the total reimbursed.
• Sign up for direct deposit
  Why wait for your cheque to come by mail? Take advantage of our direct deposit service and have your claims payments deposited directly into your bank account.
• Print a copy of your Insurance certificate
  If you misplace your Insurance Certificate, please notify your plan administrator so that we may issue you a new one. You can also print a temporary copy of it from the VIP Room.
• Visit our Health & Wellness Centre
  Access the protected section of the Health & Wellness Centre for exclusive information and practical tips for everyday life.

Any questions? Call our Info-Line. Our Customer Service team is ready to help.

User ID and password

When you become insured with Standard Life, you automatically receive a User ID and temporary password to access the VIP Room.

Upon your first visit, you will be prompted to change your password. Follow the steps to modify your User ID and password to something you can easily remember.

To protect your privacy, please keep your User ID and password confidential at all times.

Trouble logging in?

If you’re having trouble accessing the VIP Room, give us a call at 1-800-499-4415. A Customer Service Representative will be happy to help.

Please note that your account will be locked after three unsuccessful attempts to log in. This is to protect your personal information.

I am planning my next trip. I want to know that I am protected wherever I go.

If your group insurance plan includes Travel Assistance, Standard Life provides the emergency help you need, regardless of where you are.

Here are some of our Travel Assistance services:

International assistance

• A worldwide network of 30 multilingual centres, ready to help you in the language of your choice 24/7, 365 days a year.

Medical care services

• Admission to the nearest and best equipped hospital
• Confirmation of your coverage
• Consultations with doctors to ensure the best medical care available in the region
• Transfer to a hospital better equipped to deal with your illness or injury
• Immediate settlement of medical and hospital expenses
• Necessary arrangements in the event of death

Travel Assistance Plus - More great services we offer

• Coordinate and pay for the return of your family members in case of serious illness or death
• Arrange for an escort for a dependent child under 16 and assume all expenses
• Round trip travel expenses paid for a family member to be by your side if you are hospitalized for more than 7 days
• Settle expenses for meals and accommodation for the first 7 days, if your trip is interrupted due to the death or hospitalization of another family member traveling with you
• Send emergency messages to your family or employer whenever you are unable to do so
• Help replace lost items such as passport, luggage, money, credit cards, travel tickets
• Provide legal assistance if any legal action is taken against you
• Return of vehicle
• and more...

Upon your return, a representative from Travel Assistance may contact you to follow up on your medical condition and make sure that all went well.

Contact Info-Line to find out if you benefit from this service and obtain more information on what's covered under your plan.

In case of emergency
Contact Travel Assistance within 5 days of the event to take full advantage of this service. In North America, call toll-free: 1-866-360-6061 In all other locations, call collect: 1-514-499-2500 If you, or a travel companion, are unable to contact travel assistance within this period of time, you will have to: Settle all medical expenses incurred while on your trip Submit a claim to your provincial health insurance plan Send the provincial health insurance statement along with copies of your claim and receipts to Standard Life
Before you leave home:
Insurance Certificate Make sure it's part of your trip! It is your confirmation of coverage with Standard Life and features the numbers to call when you need assistance. Consult your employee booklet or call Info-Line to check what services are covered by your group insurance travel assistance. Always bring your passport and necessary visas. Get all required vaccinations. Carry a copy of your medical history including current drug prescriptions. Provide family members or close friends with contact information in case of emergency.
Useful links
Visit the following sites for great travel tips and information - Public Health Agency of Canada Travel Health Information I travel a lot for work. How can I stay safe? Health Canada Travel Health Transport Canada Tips for travelers Health and Wellness Centre The benefits of vacation 5 reasons to go on vacation

Life is full of unexpected events. Extra coverage can help you prepare for some of them.

You may not currently be getting all of the protection you want with the basic insurance coverage provided in your group plan. Optional coverage is an inexpensive way to further protect your family, and yourself, in the event of death or serious injury.

The following options may be available to you:

The advantages of extra coverage

• Benefit from lower group rates
• Adapt your insurance coverage to your needs and lifestyle
• Add extra coverage for your spouse and dependents
• Optional coverage can be added or modified at any time
• Hassle-free payments made through payroll deductions.

Optional coverage can be based on multiples of your salary or a flat amount, depending on your group insurance policy. Simply refer to your employee booklet or contact your plan administrator for more details on the specifics of your plan.

Optional Life Insurance

Optional life insurance enables you to leave something more for the ones you love, after your death. Spousal life insurance can be especially important if you are a dual-income family where both incomes are needed to meet your obligations and maintain your lifestyle. Dependent life insurance can provide some financial help during a difficult time.

To apply for coverage for yourself, your spouse or your dependents, simply complete the Optional benefits GE8002 and the Evidence of insurability G1053 forms. Please make sure you detach and keep for your records the Notice regarding the Medical Information Bureau (MIB Inc.), found at the bottom of the Evidence of Insurability form.

If you terminate your employment, you can replace all or part of your optional life coverage with an individual life contract within 31 days of cancellation, without having to provide medical evidence. Discover more on this topic by going to I want to keep my benefits.

Optional Accidental Death & Dismemberment

Should you or your dependents die, suffer an accidental loss of a limb or any other qualifying injury, optional Accidental Death & Dismemberment insurance goes a long way in offering financial security and help with rehabilitation.

With this extra coverage, you and your loved ones could benefit from:

• Alterations to your home
• Modifications to your vehicle
• Reimbursed day care expenses
• Education for dependent children
• Occupational training for your spouse

To apply for coverage, no evidence of insurability is needed. Simply complete the Optional benefits GE8002 form to apply for yourself, your spouse or dependents.

Need help solving personal, family or professional problems? For life's many situations, Inter-Aide provides you and the eligible members of your immediate family with tools and resources.

What is Inter-Aide?

Inter-Aide is a voluntary, confidential, short-term counselling and support service that may be offered to you and your immediate family members. Call our Info-Line or contact your company's plan administrator or Human Resources department to find out if you benefit from this service.

Help is available Canada-wide  -  24 hours a day, 7 days a week
Confidential help line: 1-855-263-8648 Confidential help line TTY: 1-888-384-1152 EAP Secure website

What does it offer?

Help is available at any time by phone, internet or in person. You and your family can call on Inter-Aide for:

Counselling services

A simple phone call connects you and your family to a network of specialists, including professional counsellors, psychologists and social workers. Inter-Aide counsellors are experienced and trained to help with:

• Family matters such as relationship and couple issues, separation/divorce, youth or parenting issues, blended family challenges
• Depression, anxiety and other mental health concerns
• Dependencies such as compulsive gambling and alcohol and drug abuse
• Work-related difficulties such as professional burnout, workplace stress, career orientation and job dissatisfaction
• Personal problems such as grief, bereavement, stress, isolation, anger and low self-esteem
• Health problems, like anorexia and bulimia
• Other issues, whether personal or work-related

Work-life balance services

Inter-Aide specialists listen, advise and offer information to help with today's many challenges. Work-life balance services offer resources for:

• Expectant and new parents
• Childcare
• Children with special needs
• Schooling and education
• Practical parenting
• Youth issues
• Eldercare
• Relationships
• Legal questions
• Personal finance
• Careers
• Shift workers
• Nutrition
• Smoking cessation

Inter-Aide services are provided by Standard Life in association with Homewood Human Solutions™, a trusted Employee Assistance Program (EAP) provider offering services for over 30 years.

Your group life insurance coverage may be coming to an end for any number of reasons. Standard Life's conversion privilege lets you continue to benefit from the same life insurance coverage you previously had under your group plan.

You may be faced with the cancellation or reduction of your group life insurance coverage due to:

• Retirement
• Change of employer
• Termination of your employment
• Termination of your company's policy

Conversion privilege allows you to convert all or part of your group life insurance coverage to individual life insurance with no medical evidence needed.

To be eligible, your request for conversion must be received within 31 days of the termination of your group life insurance coverage. Please refer to your employee booklet or contact your plan administrator to check if this option is available to you, and to get more information on specific requirements. Your spouse may also be eligible for the conversion privilege.

What are the advantages?

• No need for medical evidence! You are not required to undergo a medical exam or fill out forms on your medical condition
• A quick and easy way to keep your life insurance coverage
• You and your loved ones can continue to enjoy the same peace of mind, knowing you are still covered
• Choose the individual life insurance product that best suits your needs

How do I apply?

Your employer completes and submits a Request for conversion of group life insurance G1223 PDF (113Kb) form.

Following the receipt of your form, an authorized advisor, such as your broker or a broker designated by Standard Life, will contact you. They will provide you with a policy illustration and detailed information on individual life insurance products to help you choose the right plan for you, and help you complete the Application for Group Life Conversion.

To help you decide

Click on the following link to the conversion microsite. This site provides valuable information on the types of plans available and guides you through how to apply for the coverage and complete the simple application form. Contact information. Is here too, in case you have questions or need additional information.

Please contact our Info-Line for any questions regarding the conversion privilege process.

I need to purchase a prescription drug. How does my drug card work?

With your drug card prescription drug claims are settled at the pharmacy. Simply present your personalized drug card to your pharmacist and avoid the hassle of filling and sending forms.

Regardless of whether you have a pay direct drug card or a deferred payment drug card, here is what your card offers you:

• Claim reimbursements for you and your dependents
• Protecting your health
• Protecting your privacy

Not sure what kind of card you have? Contact your plan administrator or consult your employee booklet in the VIP Room for details about your card and the deductibles, ineligible drugs, and other conditions that apply.

Pay-direct drug card

Your claim is automatically processed and the pharmacist informs you of the remaining balance that you must pay. This amount is limited to the portion of the claim not covered by your plan (deductible, co-payments, ineligible drugs, provincial drug coverage and maximum price limitation).

Deferred payment drug card

With the deferred payment drug card, you must pay the cost of the prescription at the pharmacy. Your pharmacist will then register the claim electronically - eliminating the need for you to fill and send a claim form. You will be advised, on the spot, of the amount that will be reimbursed based on your drug coverage.

You will be reimbursed when your total claims go beyond a specified maximum dollar amount or time period, as determined by your group plan.

Can't find your drug card?
If your card is lost or stolen, please advise your plan administrator immediately. Upon notification Standard Life will issue you a replacement card.

Claim reimbursements for you and your dependents

If both you and your spouse have drug cards with your respective insurers, the pharmacist will use both cards to determine how the two plans can best cover your drug expenses. No forms will be required and the claim will be processed in its entirety.

Claims for eligible dependents will take into consideration any coverage your spouse may have. It is therefore very important to keep your plan administrator informed of any changes to information regarding your dependents.

Protecting your health

Your drug card comes with an online drug utilization review. This confidential service protects you against the inappropriate use of medication and any interference between prescription drugs you may be taking. If the online drug utilization review reveals such threats to your health or that of your family members, the pharmacist will be immediately notified electronically.

Another safety feature of your drug card is that it limits the amount of medication you receive at one time, unless you are taking a maintenance drug intended for ongoing use.

Protecting your privacy

When you or your dependents use the drug card, you are expressing your consent for your pharmacist to provide the information required to process your claim, including the online drug utilization review and coordination of benefits.

All personal information gathered is protected, and is used and disclosed for claims administration and statistical reporting purposes only. You can rest assured that your identity is protected every step of the way in compliance with confidentiality laws and regulations.

At the pharmacy

Contact Info-Line for any questions or problems you may have encountered at the pharmacy when using your drug card.

Here is a chart with examples of why your claim might be rejected.

Reason for rejection	Probable cause	What to do*
Pharmacist encounters a problem in submitting a claim electronically	Technical issue	Submit a Drug claim reimbursement GE9205 PDF (79Kb) form
Drug not covered	Drug not covered by your group plan Special authorization may be required for very costly drugs	Discuss possible alternatives with your pharmacist or health professional Contact the Standard Life Info-Line
Drug covered by your spouse's plan	Your spouse has coverage under another plan Your spouse has family coverage and his/her birthday falls earlier in the calendar year than yours	File the claim with your spouse's insurer first File your dependent child's claim with your spouse's insurer first
Insurer requires provincial plan enrollment	Drug may be covered under your provincial plan	Talk to your pharmacist
Maximum age limit exceeded	Pharmacist may have entered an incorrect dependent child code Your child has attained the maximum age limit under your group plan	Ask your pharmacist to contact the Pharmacy Support Centre Contact Info-Line
Claimant not covered	Pharmacist may have entered an incorrect dependent child code The date of birth entered by the pharmacist does not match the date of birth in the database	Ask your pharmacist to ensure he/she enters the patient code for dependent children Contact Info-Line
Card terminated	Coverage is terminated	Contact Info-Line
Refill requested too early	You have requested a refill earlier than required according to your prescription	Talk to your pharmacist or health professional

*In all cases you can contact your plan administrator or call the Info-Line for further information.

3 quick and easy steps to file a claim:

1. The right form
Make sure you bring the right form to your appointment with a health professional. Forms are available online or through your plan administrator. Click on Forms or log in to the VIP Room for personalized forms.
2. The right information
When filling the claim form please make sure that you: enter your policy and certificate number, found on your Insurance Certificate; fill out all relevant sections, and sign it; attach original receipts before sending the claim back to Standard Life's claims offices. Originals are not returned, so please keep copies for your own files, as needed.
3. A quick payment
To be sure you get your claim payment as quickly and efficiently as possible, take advantage of our Direct deposit service.

Direct deposit

Direct deposit is the fastest, safest and easiest way to receive your claim reimbursements.

When you apply for direct deposit your claim payments are transferred directly into your bank account. The Explanation of Benefits is mailed to you.

To take advantage of this service, simply complete the Direct deposit section in the VIP Room or on your Application form PDF (182Kb). You can also provide us with your banking information by completing our Direct deposit PDF (58Kb) form.

Questions? Call Info-Line, our Customer Service team is ready to help you.

To make a claim you must provide both the policy and certificate numbers found on your Insurance Certificate.

• Your policy number is your group’s five-digit plan number with Standard Life.
• Your certificate number is unique to you. It may be your employee number or another number assigned to you by Standard Life.

Your wallet-size Insurance Certificate is both practical and essential. It bears your policy and certificate numbers required for all claims, as well as the numbers to call if you have any questions or need assistance. Be sure to keep it handy at all times.

Drug card – If your plan includes this feature, your Insurance Certificate also serves as your drug card.

Travel assistance – If your plan includes this benefit, your Insurance Certificate acts as your confirmation of coverage and features the numbers to call if you need help.

If you misplace your Insurance Certificate, please notify your plan administrator so that we may issue you a new one. You can also print a temporary copy of it from the VIP Room.

Your benefits information is readily available, 24 hours a day, 7 days a week, online in the VIP Room or by phone with Info-Line.

When you become insured with Standard Life, you automatically receive a User ID and temporary password, either mailed to your home or via your plan administrator.

Upon your first visit, you will be prompted to change your password. Follow the steps to modify your User ID and password to something you can easily remember.

To protect your privacy, please keep your User ID and password confidential at all times.

If, for any reason, you no longer have your User ID or password on hand, call us at 1-800-499-4415. A Customer Service Representative will issue you a new one.

Please note that your account will be locked following three unsuccessful attempts to log in. This is to protect your personal information.

You can submit a claim as soon as you receive your Insurance Certificate.

Claims for expenses made before the effective date of your coverage with Standard Life should be sent to your previous insurer, if applicable.

The Medical and paramedical claim GE10468 PDF (224Kb) can be used for:

• Prescription drugs and other medical expenses
• Vision care (if provided with your coverage)
  • Eye examinations
  • Contact lenses or eyeglasses, laser eye surgery
• Professional services
  • Chiropractor, physiotherapist, psychologist, etc.
• Hospitalization

The Dental claim GE8228 PDF (196Kb) form can be used for dental care expenses.

If your dentist is a member of the CDAnet™ (Canadian Dental Association network), you do not have to complete a dental claim form. Your dentist can submit your claim electronically. You will not have to complete a dental claim form and your claim will be processed even faster.

Tip: To avoid any unpleasant surprises, you can confirm the exact amounts to be reimbursed by submitting an estimate of the claim before undergoing a treatment.

If you anticipate that dental expenses will exceed $500, we recommend you submit an estimate of the claim to Standard Life. For medical expenses, you should submit an estimate of the claim if you expect to incur substantial costs.

You will receive an Explanation of Benefits (EOB) for every claim submitted. This statement confirms the expenses you claimed and the total amount paid.

If you’ve misplaced past statements, you will find your last five EOBs online in the VIP Room.

Tip: Keep your EOBs for tax purposes. The amounts not reimbursed by your group insurance plan are out-of-pocket medical expenses, which may qualify for income tax credits.

Standard Life will honour the deductible paid to your previous insurer.

Your dependent child may still be covered if they are under 25 and a full-time student. If you are a Quebec resident, your dependent child is covered for health insurance benefits up to and including 25 years of age. You must complete a Confirmation of school attendance G2229 PDF (82Kb) form.

Under certain conditions, you can convert your group life insurance coverage to an individual life contract without evidence of insurability within 31 days of the termination of your coverage. Your new premium will be based on the contract you select. For more information, click on I want to keep my benefits.

In an effort to minimize cases of insurance fraud, we have set up a confidential Anti-Fraud Tip Line at 1-877-543-2333. You may leave a message with details regarding activities you suspect may be fraudulent, along with your name and phone number, so we can follow up, though you may remain anonymous if you so choose. You may also contact us by email at antifraud@standardlife.ca.