Full Postal Disruption… What you need to know.

We will do our very best to ensure continuity of service for our valued plan advisors, plan sponsors, plan members and their health service providers.

We’ve put together the following information to help you navigate through the management of your benefit plan and to help ensure minimal disruption in service:

Here’s how to submit your claims: . Ask your health service providers to submit claims directly to Green Shield Canada on your behalf. We have a very large network of providers who submit claims directly to us online for immediate point-of-sale processing. This includes drug and dental claims, as well as a number of extended health claims such as chiropractic, massage therapy, physiotherapy, vision care services and some medical items. This is good because there are no claim forms to fill out or mail. To register, your provider can visit greenshield.ca and in the top left corner, sign in as a ‘Health Service Provider’ by clicking on the ‘Go’ icon.

. If you need to send the claim yourself, here are the temporary claim submission options:

o Email – please scan the completed claim form and receipts, and email to [email protected] Please note: Green Shield Canada cannot guarantee the security or privacy of unsecured emails sent to us.

o Fax – please fax the completed claim form and receipts to the most appropriate fax number below:

Dental claims: 1.519.739.6524 Drug claims: 1.519.739.6521 Vision claims: 1.519.739.6531 All other claims: 1.519.739.6505

Remember to include a cover sheet with both your ID number and the number of pages you are sending. Please also include a phone number where you can be reached.

o In person – drop off your completed claim form and original receipts at one of our office locations across Canada (see below)

o Courier – send your completed claim form and original receipts by courier to the Green Shield Canada office closest to you (see below) or to our Head Office: Green Shield Canada, 8677 Anchor Drive, Windsor, Ontario, N8N 5G1.

When emailing or faxing claim documents, please keep a copy for future reference. Also, email and fax subject lines should be clearly marked with the claim type as follows: Attention – Claims Department, Claim Type (e.g., Dental).

greenshield.ca PM 07 And remember – completed claim forms are still required. Claim forms are available via greenshield.ca and Plan Member Online Services. Please be sure to complete the claim form and sign in the appropriate spot. Remember to include your ID number (found on your ID card). If the claim is for a dependent, include the dependent’s ID number (found on the back of your ID card).

Here’s how to get reimbursed: . We encourage you to use Plan Member Online Services to set up Direct Deposit. Claims payments will be conveniently deposited directly into your bank account. To register:

o Visit greenshield.ca with your ID card handy. o In the top left corner, sign in as a ‘Plan Member’ by clicking on the ‘Go’ icon. o When the new screen opens up as ‘Welcome to Plan Member Online Services’, click on ‘Register’.

Once registered, or if you are already registered, click on the ‘Direct Deposit’ link from the left menu. If you are already registered but don’t have access to this feature, you need to request an access code. Select ‘Request Access Code’ on the lower right-hand side of the home page. A confidential access code will be emailed to you.

. You can also set up temporary access to Direct Deposit by sending a void cheque in one of the following ways:

o Scan and email to [email protected] o Fax to 1.519.739.0688 o Courier to the following address: Green Shield Canada, 8677 Anchor Drive, Windsor, Ontario, N8N 5G1, Attention: Client Administration Department

Be sure to include your Green Shield Canada ID number on the void cheque.

Please note: If you set up Direct Deposit in this manner, you will not receive the Explanation of Benefits (EOB) statement that you typically receive via Canada Post until the postal disruption is over. This option will only be available during the postal disruption, and once it is over, you will continue to receive reimbursement cheques and EOB statements in the mail. If you would like permanent access to Direct Deposit, please set it up through Plan Member Online Services as noted above.

. If you don’t set up Direct Deposit, reimbursement cheques will be held, and will be mailed as soon as the postal disruption is over. However, cheque pick-up services will also be made available from our Head Office at 8677 Anchor Drive in Windsor, Ontario, between the hours of 8:30 am – 6:00 pm EST, Monday to Friday. Please call our Customer Service Centre at 1.888.711.1119 in advance so that we can make appropriate arrangements and to minimize your wait time. Your cheque will be ready for pick up 1 full business day after you call. When you pick up your cheque, you will be asked to provide photo identification (i.e., your provincial health card or driver’s license) as well as sign for the cheque. Only the plan member and/or dependent(s) will be permitted to sign for the cheque.

If you want to courier important documents… If you need to send other important documents to us by courier, please send them to the office located closest to you:

Western Region

Green Shield Canada – 3433 North Road, Suite 220 Burnaby, BC V3J 0A9 1-800-665-1494

Green Shield Canada – Bow Valley Square I, Suite 310, 202 6th Avenue SW Calgary, AB T2P 2R9 1-888-962-8533

South Western Ontario Region

Green Shield Canada – London 255 Queens Ave., Suite 1220 London, ON N6A 5R8 1-800-265-4429

Green Shield Canada – Windsor 8677 Anchor Dr. Windsor, ON N8N 5G1 1-800-265-5615

Central Region

Green Shield Canada – and 5140 Yonge St., Suite 2100 Toronto, ON M2N 6L7 1-800-268-6613

Keeping you informed We will keep you informed as we learn more about the postal disruption, so please check back here regularly. Should you have any questions, please do not hesitate to contact our Customer Service Centre at 1.888.711.1119 or a member of your Green Shield Canada Account Management Team:

. Central region: 1-800-268-6613 (Toronto and Montreal) . South Western Ontario region: 1-800-265-5615 (Windsor) or 1-800-265-4429 (London) . Western region: 1-800-665-1494 (Vancouver) or 1-888-962-8533 (Calgary)