General Questions

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. 

If you apply for your newborn child within 90 days of their birth, no medical underwriting is required.

Please complete the Request to Add a Child to Your Existing Plan and submit it to our office.


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 individual clients, providing there is no separation in effect, or an individual who has been residing in a marriage-like relationship with the individual clients 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 and less than 21 years of age (up to 24 if they are full- time post-secondary student) as of the date of application.

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.

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 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.

Critical Illness Definitions

25 life-changing illnesses

These are the 2013 Critical Illness Benchmark Definitions published by the Canadian Life and Health Insurance Association (CLHIA). If you are insured under a Special Markets Solutions group critical illness insurance plan, please refer to your Insurance Benefits Summary or booklet wording for the definitions currently in force under your group insurance plan.