eClaims FAQ

Who is TELUS Health?
TELUS Health is a leader in Telehomecare, electronic medical and health records, consumer health, benefits management and pharmacy management. Our solutions give health authorities, providers, patients and consumers the power to turn information into better health outcomes.
Can I register with TELUS Health’s eClaims solution if I am not a TELUS mobility user?
Providers who would like to register for eClaims do not have to be TELUS Mobility customers nor do the plan members.
What is eClaims?
eClaims is a web-based system where healthcare providers can submit claims online on behalf of their patients. The portal is accessible via the internet and offers eligible extended healthcare providers the convenience of capturing and submitting electronic claims to their patient’s insurance company at their point-of-sale.
How does eClaims work?
You can register for eClaims at telushealth.co/eclaims. TELUS will then provide you with all of the login information needed to access the eClaims Provider Portal.

The service allows you to submit claims or estimates (predetermination of benefits) on behalf of your patients at the point of care. Depending on the insurer's offering, the submission could adjudicate automatically, with confirmation on coverage, types of expenses claimed and provider eligibility. In that case, you will immediately receive a notice of the result of the transaction to share with the patient.
Why is TELUS Health contacting me and not the insurance companies?
TELUS Health is responsible for the registration of providers as well as offering the secure online portal allowing providers to submit claims to the participating insurance companies.
What are the benefits of using this service?
- Reduce your credit card fees by having patients pay only their deductible

- Inclusion on the eClaims provider search tool, available on many of our participating insurers’ plan member portals. It’s free marketing.

- Increase patient satisfaction and patient loyalty by offering your patients a value-add service that reduces their paperwork and their out-of-pocket fees.

- Registration and utilization are free and there are no fees for your patients

- Secure, real-time access

- Faster claim submission with a lower margin for error
Is there a charge for using eClaims?
eClaims is free for healthcare providers and their patients.
Who are the participating Insurers?
Chambers of Commerce Group Insurance Plan, CINUP, Cowan Insurance Group (managed by Express Scripts Canada), Desjardins Insurance, First Canadian, Great-West Life, Industrial Alliance, Johnson Inc., Johnston Group, Manulife Financial, Maximum Benefit and Sun Life Financial.
Which providers are eligible for eClaims? (not necessarily available for all insurers)
- Acupuncturists
- Chiropodists
- Chiropractors
- Massage Therapists
- Naturopathic doctors (Alberta, British Columbia, Manitoba, New Brunswick, Nova Scotia, Ontario, Saskatchewan)
- Physical Rehabilitation Therapist
- Physiotherapists
- Podiatrists
- Psychologists
- Vision care providers (Opticians and Optometrists)
Following registration for eClaims, how long will it take to receive my login information?
Following registration, processing may take up to 3 weeks. Once your application has been processed, you will receive an email confirming your registration and a welcome package including your user login(s) for the Provider Portal.
Can I register or terminate the services at any given time?
If you are eligible for eClaims, you can register and terminate your utilization of the service at any time, without fee or penalty. You can also reactivate your registration after terminating it.
Where do I login?
If you have received your eClaims Welcome Package and account login information, please login here: https://providereservices.telushealth.com
Why am I getting a "page not found" error when trying to access the eClaims portal?
Check that you are accessing the portal via this link: https://providereservices.telushealth.com
I didn’t receive my password. How do I recover it?
Please send an email to provider.mgmt@telus.com
Why is the portal not accepting my username?
Please send an email to provider.mgmt@telus.com
Why am I locked out of the portal? Can I unlock myself?
If you enter the incorrect password for your account 5 times in a row your account will be locked for 15 minutes. After 15 minutes, you can open a new browser session and re-enter your existing password. If you are still not able to access your account, please call us at 1-866-240-7492.
I am getting an incorrect password message but I am certain I've entered the correct password.
This can happen if you recently changed your password and previously used a password retention function on your web browser. The login screen is populating your old password even though you will only see ********.  Try manually typing your new password and having your browser remember the new one. It is important to remember if you login on different computers that the password will need to be re-entered and re-saved on all computers. It is recommended to always key-in the password.
How many days do we have to submit a claim electronically?
Claims should be submitted while the patient is in your office at the time the service is provided. The insurance company will return a response immediately for you to view and print. You must give a copy to your patient.

Depending on the insurer, an explanation of benefits could be returned. You and your patient will know right away what the insurance company covers and you can then request the balance, if any, from your patient before they leave the office. You have up to 31 days from the date the services were rendered to submit the claim but the sooner the claim is submitted, the faster payment will be issued by the insurance company.
Are claims processed the same day as they are submitted?
In general, claims are processed the day they are submitted. However, at certain times and depending on the insurer, claims cannot be adjudicated in real time. In which case you will receive an acknowledgment advising you that the claim has been received and accepted for further processing.
How are we paid for claims we submit via the portal? Can we set up direct deposit for payments?
Depending on the insurance company’s preference you may receive a cheque or an Electronic Fund Transfer (or direct deposit) payment.

Once you are registered and have access to the provider portal, you can update your TELUS profile with your banking information.
Is payment to the provider (benefit assignment) possible?
Yes, benefit assignment is possible. The payment can be assigned to the provider or to the organization (clinic) the provider works for.

Note: In some cases, the insurance company or patient's coverage does not permit the provider or provider's organization to be paid.
Can bulk payments be made?
Payment is made directly by the insurance company. TELUS does not currently bulk or bundle multiple payments to a provider on behalf of participating insurance companies.

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