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Group InsuranceSupport CenterFAQNew unique identifier, My Humania portal

New unique identifier, My Humania portal and changes on November 1st, 2023

What are the changes on November 1, 2023?

For those with medical and/or dental coverage, there are two main changes as of November 1st:

  • As of November 1st, you and your dependents have a new unique identifier. Green Shield Canada (GSC) will replace ESI as the claims adjudicator. Care providers (pharmacists, dentists, etc.) will need the insured person’s new unique identifier to submit a claim directly to Humania Assurance. The new codes can be found on your new identification card. Your policy and certificate number, which is also on the new identification card, will continue to be the numbers required for travel insurance and for any non-medical, non-dental coverage with Humania Assurance.
  • You have access to a secure MyHumania.ca portal that allows you to:
    • Submit claims online
    • View your claims history and details, including a claims summary that can be used for tax purposes
    • Check your medical and dental coverage information
    • Sign up for direct deposit
    • View your virtual identification (ID) card
    • Print claim forms
    • Run a claim simulation
    • Find registered care providers

What is my unique identifier for and where can I find it?

Your unique identifier, which is in HUM00000000000-00 format, allows health care professionals to submit claims directly on your behalf. You also need this identifier to connect to the My Humania online portal for the first time.

If you are covered for health care and/or dental coverage with Humania Assurance, a new identification card will have been mailed to your home in mid-October. Thereafter, any card update will be available on the MyHumania portal. A copy may also be provided to you electronically via your plan administrator if required.

When should I provide my health care professional with my new unique identifier?

You should notify your health care professional of the change as of November 1, 2023. You will have received your new identification card beforehand to update your file information.

How do I submit claims for expenses incurred before November 1st?

As of November 1st, you will be able to submit claims incurred before November 1, 2023, via the My Humania portal.

After November 1st, I went to the pharmacy to pick up my medication, but when it came time to pay, the claim didn’t work. What should I do?

Make sure your pharmacist has your new unique identifier. Your pharmacist can contact the Pharmacist Support Service at 1-888-711-1119, Monday to Friday, from 8:30 a.m. to 8:30 p.m. Eastern Time, for assistance with submitting a claim. You can also submit your claim online using your original receipt.

Are the protections of my health care and/or dental insurance plan changing?

No. Your health care and/or dental insurance plan will not change - the same benefit maximums, deductibles, etc., will continue to apply.  However, we have reviewed some of our claims handling practices. You can access them here.

Why am I required to re-enter my banking information for direct deposits?

In order to respect our privacy policy, we cannot transfer your bank authorization to the new claims platform without your authorization. To enjoy all the advantages of direct deposits of your benefit payments, you must complete a new form in the secure My Humania portal authorizing them. You will be able to do so during the My Humania registration process. If you did not provide your information when you created your My Humania account, you can register as follows:

  • After logging on to the platform, click on your name in the top right-hand corner of the page and select “My Humania account” from the menu. 
  • Click on “Direct deposit”. 
  • Click on “Banking information”. 
  • Enter transit (branch), bank and account numbers in the appropriate fields.
  • Please note that this must be a Canadian bank account. 
  • At the bottom of the page, check the authorization box. 
  • Click on “Save changes”. 

I have a pre-authorized medication that has already been approved by Humania Assurance. Will I have to re-approve this medication?

No. The authorization remains valid until the deadline previously communicated to you. 

My estimate for dental care was approved by Humania Assurance before November 1st. How will approved care be handled? 

Pre-authorizations (including pre-determined dental care) approved by Humania Assurance remain valid. 

My Humania account features and management

How can I consult or print my identification card?

To consult and print your identification card: 

  1. After accessing your online account, click on your name in the top right-hand corner. 
  2. Click on “My Humania account”. 
  3. Next to your email address, you will find a “Print my ID card” link. Alternatively, you can click on “My coverage,” and then “My virtual identification card”. 
  4. Click on “Print my ID card”. 

How can I change my personal information, such as my dependents, address or telephone number? 

Most changes affecting your information must be communicated to us by your plan administrator since they impact the management of the plan. You must therefore inform them of any changes. However, you can change your telephone number as follows: 

  1. Log in to your account and click on your name in the top right-hand corner of the page. 
  2. Click on “My Humania account”.
  3. Select “My telephone number”. 
  4. Choose the number type and enter your telephone number. You can add another telephone number if required. 
  5. Click on “Save changes”.

How do I sign up for direct deposit or change my direct deposit bank account?

You can do this online, as follows:

  1. Log in to your account and click on your name in the top right-hand corner of the page. 
  2. Click on “My Humania account”.
  3. Select “Direct deposit”. 
  4. Click on “Banking information”.
  5. Enter your financial institution’s transit (branch), bank and account numbers.
  6. Click on “Save changes”.

How can I change my email address or password?

Proceed as follows:

  1. Log in to your My Humania account and click on your name in the top right-hand corner of the page. 
  2. Click on “Change my email address” or “Change my password” depending on the change you wish to make.
  3. Follow the on-screen instructions.

If you have forgotten your password, click on “Forgot your password?” from the Welcome page. Follow the instructions to reset your password.

My account is locked. What should I do?

If you repeatedly enter an email address or password incorrectly, the system may lock your account.  A message concerning this will be displayed. You will then need to contact our Customer Service who can unlock the account for you after validating your identity by asking questions about your account.

Can I check if I am covered by a certain benefit?

You can verify your eligibility for several benefits through your online account by following these steps: 

  • After logging into your My Humania account, in the “My health care and dental benefits” section, select “Consult my coverage.” 
  • You have several options:  
    • You can search for a specific item or service. 
    • You can choose one of the options already on the screen. 
  • Depending on the option you choose, you may be prompted to select or enter additional information (e.g., estimated expense). 
  • Click the “Continue” button. 
  • The amount of your coverage will be displayed on the right. 
  • For more information, click the “View details below” button below the results. 

How can I be sure that my health or dental care provider is an authorized provider?

It is important to ensure that the provider you use is recognized by their professional association so that your claim can be reimbursed. More than 400,000 providers are already authorized across Canada. You can search the list of authorized providers on My Humania. 

  1. Once you have accessed your online account, in the “Find a health care professional” section, select “Find a health care professional.” 
  2. If you have been recommended a provider, you can search by provider name or telephone number (format: (555) 555-5555). If you are looking for a provider for a particular service or item, use the “Service or item search” function. 
  3. You can filter the results to see which providers can bill us directly or which are no longer authorized. 
  4. When you are ready, click “Search.” 
  5. You can click on a provider to find out more about them, such as opening hours. 

If your health or dental care provider is not included in the list of authorized providers, you can submit your claim using the “Add a new provider” function.

Is it possible to obtain a claims summary report from the My Humania portal for tax purposes?

Yes, you can access a summary report of your claims. It contains the information you need for your tax return.

  1. Go to “My claims – View my history”.
  2. Click on Report (top right-hand corner)
  3. Apply the following search criteria:
    • Expense type: Claims
    • Claims Paid to:
      • Me
      • My health care professional
    • Insured Member:
      • Choose the insured person for whom you require the information. (Each insured person must be done separately)
    • Expense type:
      • Choose “Select All”.
    • Display by:
      • Choose the start and end dates (based on the service date)
        Ex: For the 2023 claims list, choose January 1, 2023 to January 1, 2024*.
    • Click on Next.
    • Click on Print/Save Report.
    • Print or save (according to need)
    • Repeat for each insured person concerned.

* Please note that the history of claims treated prior to November 1, 2023 (claims platform launch date) are not available on this plateform. To obtain the history prior to this date, please request it by email at the following address: health.claims@humania.ca.

Want more information? Contact our customer service team at 1-800-818-7236, Monday to Friday, 8 a.m. to 5 p.m.

Help with Health care and Dental claims

My professional (pharmacist, dentist, etc.) is having trouble submitting my claim. Who can they contact?

Helplines are available for your health care professionals (pharmacist, dentist): 

  • 1 888 711-1119 Monday to Friday, 8:30 a.m. to 8:30 p.m. Eastern Time.

Which benefits can I claim online at My Humania?

You can submit a claim online through My Humania for health care and dental benefits, excluding emergency expenses outside your province of residence. If you are insured by Humania Assurance for travel insurance, you must contact the assistance service directly using the contact information on the back of your certificate.

How can I make a claim?

You have three ways to make a claim:

  • Claims submitted by a health care professional – Pharmacists, dentists and many other health care professionals (such as chiropractors and physiotherapists) can submit claims directly on your behalf.  If you have Humania Assurance health care or dental coverage, you can simply present your Humania ID card and ask them to submit your claims on your behalf. All the information you need to claim directly is on the card.
  • Claims you submit yourself online – You pay for the product or medical care, then submit your claim online using the My Humania portal. You can use this option for your other claims, such as therapeutic equipment, massage therapy, eye exams, etc. If you sign up for direct deposit, payment is deposited into your bank account approximately two business days after the processing date of your claim. 
    • The following link contains a video explaining how to submit your claims: 
  • Claims by mail or email – Simply send in your original receipts and claim form for reimbursement (forms are available on the My Humania portal). You can also send a scanned version of the claim form and receipts to prestation.sante@humania.ca.

My estimate for dental care was approved by Humania Assurance before November 1st. How will approved care be handled? 

Pre-authorizations (including pre-determined dental care) approved by Humania Assurance remain valid. 

Help with health and dental claims processing

When will you process my claims?

Certain categories of care are processed automatically without the need for supporting documentation when claimed online. Once your claim has been processed, you will receive an email informing you that a statement is available for viewing, and a confirmation of the status of the claim will appear in your dashboard.

Claims submitted online that require supporting documents and claims submitted by mail or email take a little longer to process. The duration depends on the number of claims awaiting processing. If any information is missing from the claim, we may have to return the claim to you, which will delay payment. 

Once your claim has been processed, the amounts due will be paid within two business days of the processing date if you are registered for direct deposit.

My claim is rejected, as confirmation of payment is required. My receipt bears a “Paid” stamp. Is this not enough?

To process your claim, a traceable transaction proving the disbursement of funds is required.. Valid types of confirmation (proof) of payment are as follows:

  • a cashed cheque (a copy is acceptable if both sides of the cheque are provided); 

  • an electronic credit card receipt; 
  • a credit card statement; 
  • a debit card receipt; 
  • a bank statement of the financial transaction related to this claim (if you paid by cheque, we require a copy of the cheque along with the bank statement). 

If you have not paid by one of the above methods, please discuss with your health care provider, as they may be able to assist you with an alternative payment method.

My claim is not reimbursed in full. As indicated, the reimbursement is based on reasonable and customary expenses. Why is this?

Limitting to reasonable and customary expenses is a cost-control measure used by every insurer, but amounts may vary. This limit is designed to prevent the plan from reimbursing  above-standard expenses for a service or item compared to the prices charged by the majority ofproviders. Limits to reasonable and customary expenses are therefore set so that prices charged most providers are eligible in full.

If a provider charges more than Humania’s reasonable and customary expense limit for a particular service/item, it means that the amount charged is higher than the majority of providers offering similar services. You will be required to pay the difference between the billed cost and the limit to the reasonable and customary expense for the service/item.

I filed the same claim twice. What should I do?

Our adjudication system will consider the second claim for the same type of service/item and date as a duplicate claim and will not pay it. Although you will continue to see the unreimbursed claim in your claims history, it will have no impact on your current or future claims, nor your accrued maximums, since no benefit has been paid  for it. 

My spouse is covered by another insurance company. How will claims be coordinated with Humania Assurance?

If your spouse is covered by another insurance company, your claims must first be sent to Humania Assurance, then to your spouse’s plan with the Claim Statement. Your spouse’s claims must first be sent to their insurance company, then to Humania Assurance with the Claim Statement. Claims for your dependent children should be sent to the plan of the spouse whose birthday occurs first in the year and then to the other insurance company with the Claim Statement.

If you and your spouse are both covered by Humania Assurance, you need only submit one claim form, and Humania Assurance will coordinate your coverage for you. Be sure to include your spouse’s information and identification number on the claim form.

Help for claims using your Health and Dental Spending Budget (HDSB) account

I want to apply all or part of the non-reimbursed amount of my claim to my Health and Dental Spending Budget (HDSB). How do I do this?

Here are the steps to follow:

  1. From the My Humania home page, press the purple “Submit a claim” button.
  2. In the search box, enter “HDSB.”
    • The message “Unable to find what you were looking for Click here to submit a claim or predetermination” will appear. 
    • Click on the purple statement.
  3. Fill in: 
    • The claims information 
    • Questions about claiming benefits 
  4. Receipts or other documents to enclose: 
    • Press “Upload” and select any supporting document to accompany your claim (receipt, Claims Statement, etc.) 
  5. Further information:
    • Enter: “Apply any unreimbursed amount to my HDSB account.” 
    • Click “Next” 
  6. Confirm and authorize by checking the statement at the bottom of the screen, then press “Next.” 

The application submitted will be processed by an analyst in our benefits department. Once processed, its status will be visible in My claims - View my history.
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