FAQ – Group Insurance

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Frequently asked questions in group insurance

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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.

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.

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

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.

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.

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”.

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

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

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”.

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”.

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”.

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.

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.

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.

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.

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.

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.

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.

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.
  • 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 health.claims@humania.ca.

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

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.

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.

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 of providers. Limits to reasonable and customary expenses are therefore set so that prices charged by 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.

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.

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.

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.

It is the policyholder’s responsibility to ensure that all plan members and their dependents are eligible for coverage at the time they join. The policyholder must also ensure that this eligibility continues on an ongoing basis as long as members are covered by the group insurance contract. Eligibility standards and criteria are detailed in the contract in effect between the policyholder and Humania Assurance.

The policyholder is responsible for providing members with their certificate of insurance as well as with a copy of the policy and the booklet detailing the coverages available to them.

The policyholder must forward the enrolment forms to the insurer or its representative within the time limits set out in the group insurance contract. The policyholder is responsible for the accuracy of the information provided in the enrolment forms. Failure to meet the deadlines may result in the loss of the member’s rights in the event of a claim.

The policyholder is also responsible for deducting premiums and remitting them to the insurer on a monthly basis.

In the event of a claim submitted by a member, the member must provide the insurer with such information as is required for the consideration of the claim submitted.

The policyholder must notify the Insurer of any change that may affect a member’s insurance coverage. This includes sending a notice of change to the insurer when there is a change in salary, dependents, etc. The notice of change must be sent to the insurer within the time limit set out in the group insurance contract. Failure to meet the deadlines may result in the loss of the member’s rights in the event of a claim.

The policyholder has a duty to inform the members with regard to the group insurance master policy. However, the policyholder cannot provide advice to the members. It must refer members to the insurer or its representative when a request exceeds its duty to inform.

In order to become eligible for coverage after being hired, an employee must first complete the qualifying period set out in the contract. This period varies from contract to contract and is found at the beginning of the contract on the page entitled GENERALTERMS AND CONDITIONS.

The employee must also meet the contract eligibility criteria, which can be found in the GENERAL PROVISIONS section of the contract under the subheading Eligibility. These criteria may vary from one contract to another so it is very important for the policyholder to refer to their contract or to contact the insurer or their representative in case of doubt.

The normal period for submitting a membership or a change affecting a member’s file is 30 days. However, this period may vary from one contract to another. The policyholder must refer to their contract in the GENERAL PROVISIONS section under Responsibilities of the policyowner to determine the period that applies. Failure to meet the deadline may result in the loss of the member’s rights in the event of a claim.

Yes, the Insurer must be notified of layoffs and leave without pay within the time limits set out in the contract, as these situations may impact the member’s benefits and rights in the event of a claim. The deadline is the same as for any notice submitted to the insurer to change a member’s file and is found in the GENERAL PROVISIONS section under Responsibilities of the policyowner.

Contact our customer service team at 1 800 818-7236, Monday to Friday, 8am to 5pm or by email at adm.coll@humania.ca.

These are found on your certificate (insurance card).

If you do not have this card in your possession, we ask you to refer to your plan administrator. This information may not be disclosed by our customer service agents.

A change of address can be communicated to us in several ways:

  • By your group administrator, via Notice of Motion
  • By email, at adm.coll@humania.ca. If you choose this option, be sure to clearly write your policy/group and certificate number, your name, old address and new address;
  • By phone by contacting our Customer Service at 1-800-818-7236 Monday to Friday between 8 am and 5 pm.

You must complete and sign the form Direct Deposit and send it to us with a copy of your check specimen.

  • By email, at adm.coll@humania.ca
  • By mail:
    Humania Assurance Inc.
    1555 Girouard Street West
    St-Hyacinthe, Quebec
    J2S 2Z6
  • By fax at 450-773-1809

You must complete and sign the form Pre-Authorized Debit Agreement and send it to us with a copy of your check specimen.

  • By email, at adm.coll@humania.ca
  • By mail:
    Humania Assurance Inc.
    1555 Girouard Street West
    St-Hyacinthe, Quebec
    J2S 2Z6
  • By fax at 450-773-1809

I want to change my beneficiary

You must complete and sign the Designation or change of beneficiary(ies) form.

  • By mail:
    Humania Assurance Inc
    1555 Girouard Street West
    St-Hyacinthe, Quebec
    J2S 2Z6

I want to know who my beneficiaries are

You can contact our Customer Service at 1-800-818-7236 Monday to Friday between 8 am and 5 pm or send your request to adm.coll@humania.ca.

Be sure to indicate your policy and certificate number, your name and the business for which you work.

To add your spouse or another family member, you must change your coverage by contacting your plan administrator. Members you add, however, must meet the eligibility criteria of the contract.

This document can be obtained by contacting our Customer Service at 1-800-818-7236 Monday to Friday between 8 am and 5 pm or by sending an email request to the address claims@humania.ca. If you choose this option, be sure to clearly write your policy number and certificate, your name and address.

This information is available from your plan administrator only.

The protections of your plan are those retained by the contract holder. Participation in the plan is compulsory. You must contact your plan administrator for any changes.

You can select the type of claim on the page Make a claim and follow the required steps.

  • By email at claims@humania.ca. You will receive an email with acknowledgment of receipt within 24 hours;
  • By mail:
    Humania Assurance Inc.
    1555 Girouard Street West
    St-Hyacinthe, Quebec
    J2S 2Z6
  • By fax at 1-877-660-2519

You can contact the Claims Department at 1-877-987-3076

Monday to Friday from 8 am to 5 pm or make a follow-up on an individual insurance claim by email at claims@humania.ca. If you choose this option, please clearly write your policy number, your name and your address.

Make sure to complete, sign and attach all of the sections of the document required for your Disability Claim Form.

  • Claimant statement
  • Policyholder statement
  • Attending physician statement and any necessary medical information (consultation report, progress notes or reports, medical exam results, hospitalization report, etc.)
  • Humania Assurance’s Standard Authorizations.

Keep your original documents for your files.

The only form requiring original documents is Humania Assurance’s Standard Authorization.

You may submit your disability claim:

  • By email, at claims@humania.ca
  • By mail:
    Claims Department
    1555 Girouard Street West
    St-Hyacinthe, Quebec
    J2S 2Z6
  • By Fax at 1-877-660-2519

In case of short-term disability coverage:

  • As soon as possible from the first day of absence.

In case of long-term disability coverage only:

  • 6 to 8 weeks prior to the end of the waiting period stipulated in your insurance policy.

If you meet the definition of disability as well as other requirements of your insurance contract, you will receive disability benefits. Payments are due following the waiting period stipulated in your insurance policy. Payments will depend on the type of your disability.

Short-term disability benefits are paid every two weeks.

Long-term disability benefits are paid on a monthly basis at the end of each month.

It is your responsibility to stay in contact with your analyst while your disability claim is in effect.

You must inform your analyst of any change in your medical condition during the course of your disability claim.

You must also provide all the documents your analyst requests, be they medical (clinical notes, X-rays or specialist reports), financial (from CSST), or administrative (medical history form).

It is our responsibility to keep you informed at each step of your disability claim procedure and to explain any of our decisions.

It is also our job to keep your personal and medical information confidential.

When you feel fit to return to work, whenever it is appropriate and possible, we will work with you and your employer to make any necessary accommodations to your work schedule or duties.

Requests for medical information for assessment of your disability claim may include:

  • Clinical notes from your family doctor;
  • A consultation report from a specialist;
  • Progress reports from any of your health professionals such as a psychologist or a physiotherapist;
  • Results from your medical exams;
    Your hospitalization report (if you have been hospitalized);
  • An independent medical evaluation requested by Humania Assurance;
  • Results from interventions carried out by a rehabilitation consultant, mandated by Humania Assurance.

Yes, it is important to continue paying your insurance premiums.

If Humania Assurance recognizes your disability, and your insurance policy includes a waiver of premiums provision for some of your coverages, you may be entitled to a premium waiver. In this case, your premium waiver would begin after the waiting period stipulated in your contract. Any overpayment of premiums will also be reimbursed. For further information, please review your insurance policy.

Make sure to complete, sign and attach all of the sections of the document required for your Disability Claim Form.

  1. Claimant statement
  2. Policyholder statement
  3. Attending physician statement and any necessary medical information (consultation report, progress notes or reports, medical exam results, hospitalization report, etc.)
  4. Humania Assurance’s Standard Authorizations.

There are many ways to claim medical and dental fees:

  • Online on the MyHumania claims platform;
  • By email at health.claims@humania.ca. You will receive an email with acknowledgment of receipt within 24 hours;
  • By mail:
    Humania Assurance Inc.
    1555 Girouard Street West
    St-Hyacinthe, Quebec
    J2S 2Z6
  • By fax at 1-877-660-2519

You can contact our Customer Service Department at 1-877-987-3076 Monday to Friday from 8 am to 5 pm or follow up on an existing claim by email at groupservice@humania.ca. If you choose this option, please clearly write your policy and certificate number.

No, the fee charged to fill out forms is not refundable.

You have a contractual deadline of three months to submit a claim. We recommend that you submit them regularly.

You can contact the customer service at 1-800-818-7236 Monday to Friday from 8 am to 5 pm.

Customer service, group insurance:

The email address for our customer service for group insurance is saccollectif@humania.ca.

Make sure to clearly write your policy numbers and your name.

You will receive a response within 2 to 3 business days.

To submit a health and dental benefits claim:

First, you can complete the claim form online.

Alternatively, on the Proceed to Claim page, select the type of claim you wish to make, then follow the steps requested.

The e-mail address is prestation.sante@humania.ca .

 

You can send mail to Humania Assurance:

1555 Girouard Street West
Saint-Hyacinthe, Quebec
J2S 2Z6

If you are healthy or if your condition is stable, you do not have to notify the insurer.

Your group insurance coverages terminate when employment ends. However, you could convert certain coverages into individual insurance policies. For details, see conversion.humania.ca.

Yes. The fiscal and economic impact of such a decision must be calculated and added.

Disability insurance premiums paid by the employer are not taxable benefits for employees.

However, when the employer pays premiums, regardless of the amount, the benefits realized by the employees will be taxable.

You must apply directly to Sigma Assistel at 1-877-875-4130. Have your insurance card when calling.

Submit your claims by clicking on the following link : https://www.humania.ca/reclamation/form_en.html

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