I don’t see an option to use eClaims in my account.
TELUS eClaims is only available on Advanced and Professional plans. If you are on one of these plans and wish to use the eClaims feature, please contact us at support@owlpractice.ca to have this feature enabled for your account.
I can’t start a claim for my client.
As a first step, please ensure that you have at least one TELUS Profile connected to your account by going to Manage > eClaims > TELUS Profiles. Next, ensure that the client you want to start a claim request for has at least one coverage saved to their Client Profile by opening their record and going to eClaims > Coverages. Once these steps are complete, you should be able to start a claim request for the client.
I can’t find the insurance provider I’m looking for.
Through TELUS eClaims, you will be able to submit claims to a number of different insurance providers. However, not every insurance provider is connected through TELUS eClaims. This is the list of currently available insurers:
- Canada Life
- Chambers of Commerce Group Insurance (Johnston Group)
- CINUP (Johnston Group)
- ClaimSecure
- Cowan
- Desjardins Insurance
- First Canadian (Johnston Group)
- GroupHEALTH (Manion)
- GroupSource (Manion)
- Industrial Alliance
- Johnson Inc.
- Johnston Group Inc. (Johnston Group)
- Manion (Manion)
- Manulife Financial
- Maximum Benefit (Johnston Group)
I’m getting an error message when I try to submit a claim request.
There are a few reasons you may be getting an error when you submit a claim request. You will see the details of the error on screen immediately after submission, which should help narrow down the cause. Depending on the error, you may need to update or correct the TELUS eClaim details, or you can contact us at support@owlpractice.ca for assistance. If a claim is rejected, please note that this is not an error - you will need to connect with the insurance company directly for more information as to why the claim was rejected.
The claim was successful and updated my Owl financial documents, but I don’t see the money in my bank account.
Once it has been determined you will be paid, this will be done, but there may be a delay in the payout coming through to your bank account. The length of time may vary between insurance companies. If you have any questions or concerns about the payout, you can contact the insurance company directly.