Frequently Asked Questions: COVID-19

Travel

Disability

What is the expected time frame for COVID-19 claims approval? Icon/UI/plus-circle

We will do our best to maintain SBC’s disability claims service standards of up to 8 days to review a STD claim. Based on usual claim volumes our normal service is at 3 to 5 business days. We monitor our claims volumes regularly and will do our best to stay within these service standards.

 

What is the expected time frame for COVID-19 claims payments? Icon/UI/plus-circle

Once a claim approval decision is made an electronic funds transfer payment (EFT) can be seen in a member’s bank account with 5 business days. We would encourage all members during this time to have their payments made through EFT. If a cheque is sent then we cannot guarantee the 5 business days. We continually monitor our volumes and will do our best to maintain this same great service.

 

What should we as employers be communicating to our employees who have self-quarantined because of COVID-19? Icon/UI/plus-circle

We would encourage all employers to develop their own policies and procedures on how to support your employees. See the question above for further details.

We have an employee that returned from the United States or any foreign country and who will self quarantine. Will she need to use her sick days through her employer or will she immediately be eligible for Short Term Disability? Icon/UI/plus-circle

We would encourage all employers to develop their own policies and procedures on how you support your employees.  Saskatchewan Blue Cross is monitoring the situation closely and things are changing daily.  Short Term Disability Claims are eligible based on the definition of total disability and an employee's inability to perform the duties of their own job.  Some quarantines may be covered and some may not dependent on a positive COVID-19 test result.  We are committed to ensuring the health and safety of your employees while balancing the financial integrity of your group insurance plan.  We are reviewing each case carefully and making the decision based on the information we have received.

As part of my regular job I am required to cross the border into the US; will I still have coverage? Icon/UI/plus-circle

Yes, you will still have coverage for Short Term and Long Term disability benefits.

Is there anything in our Group Insurance Contract that would deter us from paying a top up if an employee is off on STD for COVID-19 reasons? Icon/UI/plus-circle

The contract does allow employers to pay a top up for STD benefits.  Please let us know if you are paying and what you are paying at the time of claim in order to prevent double payments from occurring.

Will the employer be notified of any claims submitted and if they have created exposure in the work place? Icon/UI/plus-circle

Saskatchewan Blue Cross has to ensure the privacy of all our members, we will not be able to share any confidential medical information.  Employers will be notified of claims decisions based as we would do during our normal process.

Is the claim date the day the employee completes the form or can it be retroactive to the date the symptoms/exposure date? Icon/UI/plus-circle

When reviewing a claim, Saskatchewan Blue Cross must determine a date of disability, a number of factors go into establishing this date. We must consider the last day's work, date first symptoms appeared, the first day of missing work, date advised by medical staff to quarantine and there are others.  We will establish the date of disability based on the information we receive at the time of the claim.

Health

Do you cover virtual services provided by my healthcare practitioner? Icon/UI/plus-circle

Many health professionals are now offering virtual services to continue to meet their customers’ needs. If your plan covers the medical practitioners listed below*, we will accept claims for virtual assessments or therapies performed, provided they are a licensed and approved provider in Canada. These claims can be submitted the same way as conventional in-person treatments and will be reviewed according to the rules of your plan.

  • Audiologist
  • Chiropractor
  • Dietitian
  • Naturopath
  • Occupational Therapist
  • Optometrist
  • Physiotherapist
  • Psychologist/Counsellor/Social Worker
  • Social Worker
  • Speech-Language Pathologist

*Please note: This list is dynamic and may change as we continue to evaluate other health professionals considering virtual health services. Please check back for updates.

For professions where conventional in-person assessments or therapies are more essential, such as where direct physical interventions or treatments may be required, most clinics and offices remain accessible on an urgent (emergency) basis.

What resources are available to support mental wellness? Icon/UI/plus-circle

We're here for you. We know that this has been a challenging time for so many Canadians, and that the stress and uncertainty of a global pandemic can have a major impact on mental health.

We've joined as a sponsor of Stronger Minds by BEACON® to help provide mental health guidance and emotional support, available to all Canadians. Learn more about the free digital program here.

Other Resources

We understand during uncertain and challenging times our mental wellness can be impacted. We encourage anyone experiencing severe stress, anxiety or depression during this time to seek local counseling support programs and services provided by the province.

  • Visit www.worksafesask.ca for tools and tips to manage your mental health through COVID-19 or call the Healthline-811 for support services in your area.
  • If your plan includes access to an Employee and Family Assistance Program, remember that these services and resources are available to you, whenever and wherever they need it.
  • To help navigate this stressful time, we have put together a few blog posts relating to COVID-19 and wellness. Read our blog for tips on how to take care of yourself during these stressful and uncertain times.

Contact Us

How have Saskatchewan Blue Cross’ operations been affected by the COVID-19 pandemic? Icon/UI/plus-circle

Our Saskatoon and Regina offices are open to walk-in traffic on Monday, Wednesday and Friday from 9 am to 4 pm.

Our Member Experience Centre has remained open to serve you and members can continue to reach us at 306.244.1192 or 1.800.667.6853, or email using our Contact Us form. Claims will continue to be processed and members can submit them by mail or online. Please see the above question for more information on submitting a claim.

We encourage you to follow our social media channels and visit our website regularly if you want to stay up to date about your plans and coverage.

How can I receive my money from my claim reimbursement faster? Icon/UI/plus-circle

If you would like the option to receive your claim reimbursement faster and directly into your account, we encourage you to sign up for direct deposit.

How do I submit a claim? Icon/UI/plus-circle

Personal Health Plan claims: We recommend using the Personal Health Plan member portal or mobile app to submit your claim. Please note: You will need an electronic version of your claim receipts. You can also continue to mail your claim to our office - download and print a claim form here.

Group/Employer Plan claims: The fastest and most convenient way to submit your claims is by logging in to the Group Member portal or download the app. You can also continue to mail your claim to our office - download and print a claim form here.

For more information on how to submit a claim please visit our Submit a Claim page.

What is the best way to get in contact with Saskatchewan Blue Cross? Icon/UI/plus-circle

We're here and ready to help over the phone, online, and in-person in our Saskatoon office:

In-Person: Our Saskatoon and Regina offices are open to walk-in traffic on Monday, Wednesday and Friday from 9 AM to 4 PM. Our Regina office remains closed to visitors and walk-in traffic for now.

Member Experience Centre: You can continue to reach us Monday to Friday 8:30am to 5:00pm at 306.244.1192 or 1.800.667.6853. Our team is happy to work with you to answer any questions or concerns in your time of need.

Online Inquires: Get in contact with us using our Contact Us form on our website. To submit a claim, please use one of the following options:

Login to your Personal Member Portal or Mobile App or Group Member Portal or Mobile App

Click here to download a claim form to submit a claim by mail.

When will Saskatchewan Blue Cross be open to the public? Icon/UI/plus-circle

Effective October 4, 2021, our Saskatoon office will be open to walk-in traffic on Monday, Wednesday and Friday from 9 am to 4 pm.

Providing this local service is an essential part of delivering the exceptional member-first experience you expect from us. Reopening means we can once again meet you where you want – in person, online or by phone.

Although we’ve modified our schedule for walk-in traffic, you can continue to reach us by phone, email and virtual meetings from Monday to Friday between 8:30 a.m. and 5 p.m. CST, excluding public holidays.

We’re taking a slow and measured approach to reopening, so the Regina office will stay closed to visitors and walk-in traffic for now. Information about when we’ll reopen the Regina office will be shared soon.

Note: Safety protocols continue to be in place, and we follow all public health orders to ensure the well-being of our members and our employees.

Additional Resources

What other COVID-19 resources are available? Icon/UI/plus-circle

Please see the below resources for up to date information regarding the COVID-19 pandemic.

  • Call the Healthline-811 if you are experiencing physical symptoms and need medical advice on next steps.
  • Click here for tips on protecting yourself and your family and the latest information about the virus in Saskatchewan.
  • Visit the Government of Canada website for up to date information about how COVID-19 is affecting Canada.
  • Click here if your employment situation has changed.

As a result of COVID-19, there have been an increase of online and phone scams. We want to help you protect yourself and your personal information. For more information please see the following resources: