FAQs

Online

1. Log In to your GreenShield account at greenshield.ca (or register for one if you have not done so yet).
2. Select “Submit a Claim”.
3. Choose the type of claim, enter your details, then click “Next Step”.
4. Confirm your claim information, scan or take pictures of your receipts and upload them if required.
5. Click “Submit”.

Tip!

Once you have registered for a GreenShield account, you can also submit claims on the GreenShield app from your mobile phone.

Mail

1. Get a claim form from greenshield.ca or call 1-877-266-5494 to request one.
2. Complete the form and sign it.
3. Photocopy your documents for your records.
4. Mail the form with the original receipts to the GreenShield address (listed on the form) and be sure to include your return mailing address.

If you have any questions about making a claim, contact GreenShield at customer.service@greenshield.ca, 1-877-266-5494 or visit greenshield.ca.

Be sure to have your GreenShield benefit card with you when you call so you can provide your GreenShield ID number.

If you are wondering about the status of your claim payment, check your Claim History by logging in to your account at greenshield.ca, or contact GreenShield at 1-877-266-5494 or email customer.service@greenshield.ca.

If you call GreenShield, you can use the 24/7 interactive voice system to check on the status of a claim payment. Just provide the type of service you received and the date you received it.

Be sure to have your GreenShield benefit card with you when you call so you have your GreenShield ID number ready.

Yes. By signing up for direct deposit with GreenShield, they will make your claim payment directly to your bank account rather than mailing you a cheque. To set up direct deposit, Log In to greenshield.ca or call GreenShield at 1-877-266-5494.

If you believe your claim was denied in error, please contact GreenShield customer service at 1-877-266-5494 or email customer.service@greenshield.ca. If you continue to be unsatisfied with the explanation, the next step in GreenShield’s escalation process is to ask to be put in touch with a supervisor or manager.

asrTrust has limited discretion to pay claims on an exception basis. Any exception requests must be made to asrTrust within 60 days following the decision by GreenShield. asrTrust will receive a report from GreenShield outlining the facts of the claim and circumstances and follow its policies and procedures in reaching a decision.

If your claim was denied, you can review your Explanation of Benefits for more information

If you submitted your claim online: Log In to your account at greenshield.ca, go to Claim History and review the details of your claim.

If you submitted your claim by mail: Review the claim details in the Explanation of Benefits that was sent to you in the mail after your claim was processed.

If your spouse was an asrTrust plan member, and you were their spouse when they passed away, you will receive coverage for your lifetime as a surviving spouse.

Yes, you can. Call GreenShield at 1-877-266-5494 to add your new spouse or common-law partner.

If you are married, you will need to provide proof of marriage (e.g., marriage certificate).

If you are common-law, you will need to provide supporting documentation that proves you have been living together for at least one year.

No, if you are a surviving spouse of an original plan member, you cannot add a new spouse/common-law partner to the plan.

If you have a new address, contact GreenShield at 1-877-266-5494 or email customer.service@greenshield.ca.

Be sure to have your GreenShield benefit card with you so you can provide your GreenShield ID number when you call or in your email.

You can access your GreenShield benefit card by logging in to greenshield.ca. If you need help logging in, call GreenShield at 1-877-266-5494 or visit the Support Centre at greenshield.ca.

If you received a collection letter from a hospital, do not pay it. Submit it to GreenShield by mail or online at greenshield.ca. Be sure to include a note with your GreenShield ID number and directions to pay the hospital directly. If you are concerned, please call GreenShield at 1-877-266-5494 or email customer.service@greenshield.ca.

If you have a known health condition (e.g., high blood pressure), and your condition has not been stable for at least 90 days before you travel, any related emergency health issue (e.g., a stroke) will likely not be covered. It is a good idea to call the GreenShield Travel Assistance phone number on your GreenShield benefit card at 1-800-936-6226 before you book your trip or travel. They will be able to confirm if your health condition is sufficiently stable to be covered or not.

When you turn 65 in Ontario, you are automatically registered for the Ontario Drug Benefit (ODB) program, which covers about 4,000 drugs. When you go to the pharmacy, your claim will automatiacally run through the ODB system first.

If your drug is not covered by ODB, or if ODB does not cover the full cost of your drug, it will then immediately run through your asrTrust plan. This coordination should occur automatically at the pharmacy without you needing to take any action.