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Plan members

How are your benefits really working for you?

Understanding all the advantages and details of your group insurance plan can be complicated.

For a better understanding of the products and services part of your group insurance plan, click on the tabs below. You will find a wealth of useful information on your coverage and claims.

For the benefits covered under your group insurance plan, please consult your employee booklet.

Any questions?


Talk to someone



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.

Find the answers online



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.



Travel Assistance



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 -

Specialty Drug Programs

Your drug insurance coverage is an important part of your group insurance plan. Pharmaceutical research continuously introduces new and improved medications to better treat many illnesses.

However, since the cost of certain medications can sometimes be very high, you have access to programs designed that offer you enhanced coverage.

By coordinating your group insurance plan with provincial programs, you will benefit from a specialty drug reimbursement and control the rising cost of your plan.

What are the provincial specialty drug programs?

Certain drugs are eligible for a specialty drug program. The program, which is implemented by a provincial government, involves the full or partial reimbursement of certain eligible drugs for specific conditions.

To coordinate the claims of eligible drugs, Standard Life requires that they be initially presented to the provincial specialty drug program. Any non-covered amounts will then be processed by Standard Life.

How will you benefit?

The coordination of claims with the Specialty Drug Programs is beneficial because it allows you to receive a reimbursement of up to 100% of the costs for some selected specialty drugs.

How does this program work?

  • Who will tell me if my medication is part of a Specialty Drug Programs?

    Generally, your doctor will tell you if the prescribed medication is part of one of the Specialty drug programs. Your doctor will also be able to assist you with the registration process.


  • What will happen at the pharmacy?

    As applicable, a message at the pharmacy will inform your pharmacist that registration for a Specialty Drug Program is required.


To find out how to register for a Specialty Drug Program step by step, please refer to the fact sheet.

How does the coordination work?

The programs implemented by the provincial governments provide either entire or partial reimbursement of the costs related to certain eligible drugs for specific conditions.

  • If the program does not reimburse the entire cost?

    If the program only reimburses a portion of the cost of the prescribed medication, the remaining amount to pay may be eligible for reimbursement under your group insurance plan according to the terms and conditions of your policy.


  • If you are not eligible for the Specialty Drug Program?

    In this case, your claim will be processed according to the terms and conditions of your policy.


A copy of your application’s acceptance or refusal letter from the provincial program will be required in any case.

Find out more

Prior Authorization Program

The Prior Authorization Program provides you with access to specialty and biologic drugs, which are generally expensive, based on certain clinical criteria and in accordance with indications approved by Health Canada.

What is a Prior Authorization Program?

This program aims to ensure that prescribed medications are used more cost-effectively and give you access to specialty and biologic drugs, whenever necessary.

How will you benefit?

  • Ensures a lower out-of-pocket cost
  • Maintains the affordability of overall drug plan

How does this program work?

  • Which major drug categories are affected by this program?

    In general, these include biologic or specialty drugs, including medications for multiple sclerosis, inflammatory diseases (rheumatoid arthritis, psoriasis, ankylosing spondylitis, inflammatory bowel disease), severe anemia, cancer, growth hormone deficiency, macular degeneration, arterial pulmonary hypertension, severe osteoporosis, acromegaly, severe headaches, severe spasticity disorders, axillary hyperhidrosis, certain autoimmune diseases, secondary hyperparathyroidism, iron overload, narcolepsy, hepatitis B and C, HIV, cystic fibrosis, severe asthma, amyotrophic lateral sclerosis and certain rare diseases.


  • Who will tell me if my medication is part of the list requiring prior authorization?

    Generally, your doctor will tell you if your medication is part of this program. You may be informed about it at the pharmacy when submitting your online claim, which will be denied.

    Check our list of drugs requiring prior authorization anytime. Please do not hesitate to print this list and bring it with you to the next appointment with your doctor.


  • What should I do if my medication requires prior authorization?

    You should select and print the Prior Authorization form applicable to your medication.

    For more information, please refer to the fact sheet.


  • Will my treatment be delayed?

    You can choose to cover the cost at the pharmacy before the request for Prior Authorization has been completed. If your request is accepted, you will be reimbursed according to the contract provisions of your plan. However, if your request is denied, you will have to pay for your treatment. You can also decide to wait for a decision before starting your treatment.


  • How long will it take to receive a decision?

    You will receive Standard Life’s decision within 10 business days.


  • If my claim is approved, what will happen?

    You will receive a letter confirming the approval and the approval period. You can go to the pharmacy to have your prescription filled. Your renewals will be covered during the entire approval period. Please make sure another request is filled before the end of the approval period.


  • If my application is denied, what will happen?

    If your request is denied, you may decide to cover the cost of your treatment. You can also check with your doctor if another treatment may be adequate for you. It’s also possible that some information in your initial request was missing. If this is the case, your doctor can provide this information in order to get your request reassessed.

Find out more

Management and support program for serious health issues New!

This program is designed for insured patients suffering from one of the five targeted illnesses, or who have a spouse or child living with one of them, and whose prescribed medication has been authorized.

What are the five targeted illnesses?

  • Multiple Sclerosis
  • Rheumatoid Arthritis
  • Psoriasis
  • Psoriatic Arthritis
  • Crohn's Disease

Why this program?

To help minimize or delay the consequences of the disease on daily life beyond the known symptoms and effects associated with the medication.

Because in addition to having to deal with sleeping and eating difficulties often encountered, other issues can be experienced. Some examples include: managing several medical appointments, transportation difficulties, reactions of family and friends, and anxiety about the future.

What services are included?

Depending on the disease and needs, many coaching services, support services and individualized programs are offered on a voluntary basis:

  • Additional information about the health problem
  • Validation of prescribed treatment, if necessary
  • Useful advice about how to reduce certain negative impacts
  • Additional information about the treatment prescribed
  • Assistance preparing for medical appointments
  • Information about available local resources
  • Information about available community support and assistance groups
  • Suggestions regarding specialized reference articles and brochures
  • Recommendations regarding specialized government programs and organizations
  • Information about and access to the services offered under the Employee Assistance Program, if necessary
  • An invitation to visit our Health and Wellness Centre

What are the benefits?

  • No medical forms or documents to fill out
  • A strictly confidential service offered on a voluntary basis
  • A service offered based on a telephone conversation
  • The insured’s authorization is required before any workplace accommodation can be proposed
  • A follow-up is available upon request, if necessary

How does it work?

  • At the beginning of the treatment, a specialist communicates with the insured whose profile corresponds to the program’s requirements
  • During the telephone conversation, the specialist identifies and suggests appropriate services based on the health issue and the insured’s needs
  • Depending on each individual case, the insured may request a follow-up
  • If workplace accommodations or interventions are recommended, we will only communicate with the employer upon the insured’s authorization
  • All services are offered on a voluntary basis, without any obligation, at no additional charge and are strictly confidential

Generic Substitution Program

What is the Generic Substitution Program?

The Generic Substitution Program provides reimbursements for drugs based on the cost of less expensive generic drug. The program recommends generic substitution options or mandatory generic substitutions.

How will you benefit?

Generic drugs on average cost between 40% to 50% less than brand name drugs. By choosing a generic drug you can contribute to help control the cost of your plan. Ask your pharmacist to provide you with the generic version of the drugs you are being prescribed when available.

How does this program work?

  • Generic substitution

    When a claim for a brand name drug is prescribed, coverage will be based on the cost of the less expensive generic drug unless the doctor has handwritten "Do not substitute" on your prescription. You will continue to be able to purchase the drug of your choice and be reimbursed as per the terms and conditions applicable to your plan.


  • Mandatory Generic Substitution

    When a claim for a brand name drug is prescribed, coverage will be based on the cost of the less expensive generic drug even if the doctor has handwritten "Do not substitute" on your prescription. Medical evidence that a prescribed drug cannot be substituted must be submitted in order for the brand name drug to be covered. In that case, you will need to fill out the Reimbursement Request - Brand name drug coverage form and have your doctor sign and outline the health reason the brand name drug is necessary.

    • If my claim is approved, what will happen?
      You will receive coverage for the brand name drug according to the terms and conditions specified in your group insurance policy.

    • If my claim is denied, what will happen?
      You may decide to take the generic version of the brand name drug or you may want to talk to your doctor to discuss alternatives. If you still wish to get the brand name drug, it will be reimbursed at the generic price.

      For more information, please refer to the fact sheet.

What are generic drugs?

Generic drugs are low-cost versions of brand-name drugs and are produced by several manufacturers once the exclusivity patents expire on the brand-name versions. There are no differences as far as quality, purity, effectiveness, and safety between generic drugs and higher-priced brand-name drugs. All drugs including generic drugs sold in Canada must be approved by Health Canada. The active ingredient in a generic drug and brand name drug must meet the same scientific norms and standards set by Health Canada. The difference in price between the brand name drug and the generic drug can be significant mainly due to patent protection, research and development and marketing costs of brand name drugs.

What are the ingredients of a generic drug?

The active ingredient in a generic drug and brand name drug must meet the same scientific norms and standards set by Health Canada. However, there are other non-medicinal ingredients in a drug product that differentiate the products such as its shape, color and taste.

For a very small number of cases, under special circumstances, your doctor may want to prescribe you a brand name drug if he thinks that the generic version may not be appropriated for you. In that particular case only, you may ask your doctor to fill out the Reimbursement Request - Brand name drug coverage form and have him sign and outline the health reason the brand name drug is necessary and cannot be substituted.

Find out more

Optional coverage



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.

Inter-Aide - Employee and Family Assistance Program



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.

Info
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.

Health and wellness


Adopting a healthy lifestyle: an investment in your health


What’s in it for you?
  • Improves health
  • Increases energy
  • Improves your commitment and satisfaction with regard to your company
What are the tools offered?

We offer employers and their employees a range of specialized health and wellness tools, including the Health & Wellness Centre and the Wellness Assessment.

Check with the Human Resources department of your company to find out if you have access to these tools or if you benefit from any other health and wellness service.

Health & Wellness Centre

As a Group Insurance plan member, you have access to our virtual Health & Wellness Centre.

This award-winning site contains extensive information, practical tips and many tools to help you adopt and maintain a healthy lifestyle.

For an overview of the site and the tools offered, visit standardlife.ca/wellness.

Wellness Assessment

What is the Wellness Assessment?

This online lifestyle questionnaire is available through the Health and Wellness Companion1 website. The main objective of the Wellness Assessment is to identify your health risk factors. Once the questionnaire has been filled out, you will receive a customized confidential health profile and recommendations for improving your habits.

The Health and Wellness Companion site contains the Wellness Assessment, as well as additional resources which allow you to:

  • Take questionnaires on nutrition, smoking, sleep, alcohol consumption, depression, stress and physical activity;
  • Determine and understand your health risk factors;
  • Create a personal health file to securely save your medical information;
  • Consult the Health Library.

Contact your company's Human Resources department to find out if this tool is available to you.

1 Accessible via the website of our third party provider, Homewood Human SolutionsTM

How to access the Wellness Assessment?

Log into the EAP Secure website.

How to keep my benefits



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.



eClaims online submission from health care providers New!


No more paper forms to fill out and mail.

Another simple and efficient way to submit your claims electronically from participating health care professionals, directly from their point-of-care.

Throughout Canada, more than 15,000 physiotherapists, chiropractors and vision care providers as well as other participating health care professionals, such as acupuncturists, massage therapists and naturopathic doctors, registered in specific provinces, will be able to submit claims on behalf of their patients.

How will you benefit?

  • Claims instantly processed at the health provider’s point-of-care
  • Out-of-pocket amount limited to the portion not covered by your plan
  • No more paper forms to fill out and mail
  • Reduced delays for reimbursement
  • An easy way to help reduce environmental footprint
Who are the health care professionals offering this online service?

To find out which health care providers in your area offer this online service, simply enter your postal code in the search tool.

Online claims



No more paper forms to fill out and mail.
You can submit to us most of the following health claims :

  • health care
  • dental care
  • drugs
for you, your spouse and your children, and your health spending account expenses, as applicable.
How do I submit my claims online?
  • Log into the VIP Room
  • Click Online Claims Submission
  • Follow the six easy steps
  • Provide the required information
  • Verify your address and banking information
  • Attach your scanned or photographed receipts
  • Validate and transmit

Paper claims



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.

Using my drug card



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 rejectionProbable 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.

Apply for direct deposit


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.



What are my policy and certificate numbers?

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.

What is my Insurance Certificate?

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.

What happens if I lose my 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.

Where can I get information on my coverage and claims?

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.

Where do I get my User ID and password to access the VIP Room?

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.

What if I lose my User ID or password?

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.

When can I send my first claim to Standard Life?

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.

What forms should I use for health and dental claims?

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.

How do I know what was reimbursed?

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.

I've already paid this year's deductible to our previous insurer. Do I have to pay a second time with Standard Life?

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

My child has reached the age limit provided under the contract (18 or 21 years of age). Is he/she still covered?

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.

What benefit can I keep if I leave my job?

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.

What should I do if I suspect someone of fraudulent activities?

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.

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