FAQ

We want your claims process to be as hassle-free as possible. If you need to file a claim, please call our toll-free Client Customer Service line on 1-800-266-5667. A claims specialist will walk you through the necessary steps. 

Please complete the Name and/or Address Change Form and submit it to our office.

If you are changing your name, we will issue you a new Insurance Certificate.

Spouse means the legal spouse of an eligible Members, providing there is no separation in effect, or an individual who has been residing in a marriage-like relationship with the Members for a period of at least 12 consecutive months.

Dependent child means any natural child, step-child or legally adopted child to whom you are providing full parental support and who is unmarried, not working more than 30 hours a week unless they are a full-time post-secondary student, and less than 21 years of age (if they are a full-time post-secondary student, they must be under age 26 for residents of Québec and under age 25 for residents of all other provinces) as of the date of application.

Yes, provided your total coverage does not exceed the maximum available. To increase coverage, you will need to complete a new application. 

Decreases in coverage require your written authorization. These can be submitted to us by mail. Include how much coverage you would like to have in total, your full name, your policy number and your member ID. Please ensure you have signed and dated your request.

Please note that non-smoker rates apply to individuals who, at the time of application, have not used tobacco, nicotine, or cannabis mixed with tobacco in any form whatsoever within the last 12 months. If you met this criteria please complete the Request for Non-Smoker Rates Form and submit it to our office.

Please complete the Pre-Authorized Debit (PAD) Agreement Form  and submit it to our office. Payment method changes will take effect on the next billing date following the date we receive your request.

For products where a beneficiary designation is applicable, the beneficiary designation may be changed at any time by written instruction, unless the beneficiary has been irrevocably appointed.

Please note that in Quebec, if you make your spouse (excluding common-law spouse) your beneficiary that designation is irrevocable, unless you have specified otherwise.

To make a change you will need to complete the Beneficiary Designation Form.

Term Life Coverage

Members can name any person as their beneficiary. Members are the beneficiary for spousal benefits unless the spouse names a different beneficiary.

Dependent Term Life Coverage or Dependent Child Critical Illness Coverage

The member is the beneficiary of the spouse's and child’s coverage.

Critical Illness Coverage

There is no beneficiary allocation, the insured person will be the recipient of any payable benefit.

Accidental Death, Disease and Dismemberment Coverage

Members can name any person as their beneficiary.

For products where a beneficiary designation is applicable, the beneficiary designation may be changed at any time by written instruction, unless the beneficiary has been irrevocably appointed. Please note that in Quebec, if you make your spouse (excluding common-law spouse) your beneficiary that designation is irrevocable, unless you have specified otherwise.

If you no longer have active employment, or if required, active membership, or an insured spouse or dependent child(ren) no longer meet(s) the eligibility requirement under this group policy, you should contact our Client Service line on 1-800-266-5667.  A Client Service Team Member will walk you through the necessary steps.  Termination requests must be submitted in writing.

When our office is advised of your ineligibility (in writing) within 3 months of the ineligibility date, you may be entitled to a 3 month premium refund.