• If you’re eligible for Provider eClaims, please register. On the registration page, click on View eligibility details for more info.
• If you’re already registered for eClaims but have not provided your banking details, please visit the eClaims portal.
• For dental practitioners or providers not eligible for eClaims, please visit www.telushealth.com/directdeposit

• Streamlined payments: Your payments will be bundled into convenient single deposits directly into your bank account.
• More frequent payment: Canada Life will send you a weekly payment by direct deposit. Otherwise, your payments will be issued once per month by cheque.
  
• Greater convenience: Direct deposits reduce or eliminate the cost of handling and depositing cheques at the bank.
• Easier reconciliations: A new, easy-to-read statement will be emailed to you on the date of deposit, helping you quickly reconcile outstanding claim payments.
• Increased security and control: Direct deposit payments can help reduce fraud, such as the theft of cheques which are fraudulently cashed.
• Increased flexibility: You can choose to have the payments issued to the clinic or to yourself, based on your business model.
  Better for the environment: Using less paper helps reduce our environmental footprint.

If you register as an individual provider, you will receive your payments and statements directly to the bank account and email address you provide when you register.

If you register as a clinic or organizational provider, one payment will be made and statement will be emailed for all providers registered under that clinic or organizational provider to the bank account and email address you provide when you register.

For ease of reconciliation, and in an effort to potentially minimize your banking fees, claim payments will be bundled and paid out on a predetermined schedule.

Your payment schedule will be determined based on where you are located in Canada:

Direct deposit:

• Atlantic Canada, Quebec, and Territories: Wednesdays weekly
• ON East and GTA (area codes 289, 905, 613): Fridays weekly
• Toronto and Ontario West, North: Thursdays weekly
• MB, SK, AB: Tuesdays weekly
• BC: Mondays weekly

Bundled cheques:

• Atlantic Canada and Territories: first Friday every month
• QC: fourth Tuesday every month
• ON:
  • Toronto (area codes 416, 647): first Tuesday every month
  • GTA (area codes 905, 289): third Wednesday every month
  • ON remainder (all other area codes): first Monday every month
• MB, SK, AB: second Thursday every month
• BC: fourth Wednesday every month

Please note that if your payment falls on a holiday, it will be mailed out the next business day.

Canada Life makes every effort to reimburse you quickly and accurately. In the case of an issue with one of your payments, simply call us to request an adjustment at 1-800-957-9777.

The statement will include a detailed summary of all claims processed during the payment period, including how you submitted the claim. Statements may include multiple pages, please ensure you are reviewing all pages of your statement as pertinent details may be included on subsequent pages.

View a sample statement complete with field descriptions.

Our plan member privacy is of utmost importance. If you are coordinating benefits with another carrier, please be sure to only show the details for the claim you are submitting.

If you are signed up for email communication and you haven’t received your emailed statement, check your junk or spam folder. The subject line will indicate Canada Life - Provider Statements, and the email address it is sent from is: providerclaimpayment@canadalife.com.

If you are not signed up for email communication, please refer to "When will I receive payments above?" and determine if it has been 10 days since your payment date.

If neither of the above resolve the problem, please contact Canada Life at 1-800-957-9777 if you need a statement reissued.

Save your statements as soon as you receive them. Canada Life can go back 15 months for duplicate statements.
 

When you provide your email address, all statements will be emailed to you securely using encryption software. The initial notification email will contain a Click Here link as well as an HTML attachment in the message. Either the link or the attachment will give you access to the secure message that contains your statement, however the “Click Here” link expires 21 days after the message was sent. The HTML attachment does not expire and depending on the type of email client (i.e. Outlook, gmail) it may be located in different areas of your screen.

When using this service for the first time, you will be asked to register with a password of your choosing. If you are a returning user, you will be asked to login using your previously created password.

Once you have opened the secure message it is recommended that you download the PDF attachment and save locally for your own record keeping.

The secure email sign in page has a forgot password link. Please use this to reset your password. The system will automatically email you a link to reset your password. Watch for an email from noreply@canadalife.com.

If you have attempted too many sign ins with the wrong password the system will temporarily lock you out. Please close your internet browser and wait 10 minutes to use the password reset link.
 

Supported System requirements for secure email:

Operating Systems: Windows 7 or newer • Mac OS 10.8.X or newer • Apple iOS 7 or newer • Android 4 or newer.

Supported Internet Browsers: Internet Explorer 8 or newer • Firefox 28 or newer • Chrome 37 or newer Safari 7.1 or newer

Email programs: Microsoft Outlook 2007 or newer, Web Access 2007 or newer • Lotus iNotes 7.0.2, 8.5 • Messenger Express • Gmail, Hotmail, and Yahoo Mail

An HTML attachment is a file that will be opened by your default internet browser on your computer. In this case, it tells your computer how to allow the secure email message so that you can read it.

The emails are encrypted as they contain statements having sensitive plan member data.

Most smartphones should be able to access the secure message through the “click here” link in the notification email for the first 14 days.

After 14 days access to your secure message depends on the HTML attachment included in the notification email. When opening HTML files, some mobile devices such as smartphones and tablets modify the file which is the key to access your encrypted message. Due to this, some mobile devices aren’t able to access the secure message. If you encounter problems using a smartphone or tablet, we recommended you open the secure message using a desktop or laptop computer.

Without access to the registered email address, you won’t be able to reset your password. You will need to log in to the portal (http://www.telushealth.com/directdeposit) and update your email address so future statements will be delivered to you correctly. To request past statements you can no longer access, please contact Canada Life at 1-800-957-9777.

Please ensure you’ve tried both opening the HTML attachment and using the “Click here” link. You should also ensure the internet browser you’re using is not an older version. Your device will also need a PDF viewer to open the attachment. If you’re still having trouble, contact Canada Life at 1-800-957-9777.

Once you have created or logged into your account, you will see the message containing the attached statement in PDF form. You should print or save a copy of this PDF to your computer’s hard drive.

As long as you keep the initial notification email, you will be able to access the secure message containing your statement. We do recommend you save or print a copy of the statement for your own recordkeeping.

The email messages are delivered using an automated system. If you reply to the email, you will not receive a response. Please contact Canada Life at 1-800-957-9777.

Statements for bundled payments will be delivered by secure email. All other documents, such as letters or requests for additional information, will continue to be delivered by mail.

Please contact Canada Life at 1-800-957-9777 if:

• you did not receive your payment/statement
• your payment/statement was damaged
• you have any questions regarding your statement