Claiming Help Guide

On beneva.ca

Refresh the page by clicking the small circular arrow icon that is normally located to the left of the web address bar.

In the Beneva app

Close the window by tapping the X in the top-right corner and try again.

An unexpected problem most likely occurred. Here are some troubleshooting tips:

On beneva.ca

1. Click the Back button and try again
2. Try a different browser (Chrome, Edge, Safari, etc.)

In the Beneva app

Close the window by tapping the X in the top-right corner and try again.

Check your spelling

Misspelled words will not yield any results. For example, if you write Glisses instead of Glasses, you will not find the service you’re looking for.

Try another word

For example, searching the word Scan yields no results. It’s better to search for Tomography.

Also, as soon as you start typing in the first few letters, you will be shown search suggestions. Often, the first three letters are enough to find the service you’re looking for.

Use the scroll-down list

Clicking or tapping the search bar makes a scroll-down list of all services appear. Simply peruse the list to find the service you’re looking for.

Expand the Look up your health provider by name or phone number […] panel. Three search fields will appear. Start with the phone number of the healthcare professional on your receipt.

Don’t fill out all three search fields (phone number, business name and last name). Start with the phone number of the healthcare professional on your receipt.

Type SSQ followed by the numbers, no hyphen (e.g. SSQ1234567).

For more information, consult the tooltip to the right of Enter the other SSQ Insurance Number.

Wait a bit, sometimes it takes a few moments. If you don’t see the claim in your history, then an error occurred. You must therefore start you claim over.

Check to see if the summary is open in another browser tab.

If not, try logging back in.

Follow these steps to access the list:

On beneva.ca

1. Go to your Client Centre account.
2. In the My Products page of the Group Insurance section, select your group insurance plan.
3. Go to the Recent Claims section on the left and click All Statements.

In the Beneva app

1. Log in.
2. In the Group Benefits section, select Claims tracking.

You have 2 options:

1. Provide all the supporting documents (receipts, prescriptions, etc.) required to process your claim (refer to section How to know if I must provide supporting documents for my claim to be processed? below).
2. The same claim appears on two different lines in your history (refer to section The same claim appears on two lines in my claims history below).

To find out, follow these steps:

On beneva.ca

1. Go to your Client Centre account.
2. In the My Products page of the Group Insurance section, select your group insurance plan.
3. Go to the Recent Claims section on the left and click All Statements.

In the Beneva app

1. Log into your account.
2. In the Group Benefits section, select Claims tracking.

Once in your claims history:

Click the + to the right of the claim that is being processed.

If you see Other reasons why your plan may have reduced your paid amount with the phrase You have X days to respond to this audit, it means that we need you to provide supporting documents to be able to process your claim.

Send us your supporting documents (receipts, prescriptions, etc.) by email.

In the email, be sure to include your certificate number as well as the Claim Form Number that can be found in the details panel (+) about your pending claim.

Don't forget to attach your supporting documents!

Email everything to [email protected].

This happens when your claim requires supporting documents (receipts, prescriptions, etc.) to be processed.

• Disregard the $0 amount appearing in the details of a claim being processed. 
• Once the claim is processed, a new line appears in the history showing the reimbursement amount, if any. 
• Please note that the first line of the claim that is being processed will remain visible for some time. It is therefore normal to temporarily see the same claim on two lines with different statuses.

Our mobile app is having a few hiccups. Our teams are working hard to quickly resolve the situation. In the meantime, to view a statement, head to beneva.ca on your computer or your mobile phone and follow these steps:

1. Log in to your Client Centre account.
2. In the My products page of the Group insurance section, select your group insurance plan.
3. Go to the Recent Claims section on the left and click All Statements.
4. Select View statement to the right of your claim.