ADVISOR QUARTERLY UPDATE APRIL 2020
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ADVISOR QUARTERLY UPDATE APRIL 2020 COVID-19 Update Remember February? The day of our first advisor webinar, the WHO had just declared a global health emergency. China was headline news with more than 40,000 cases—that seemed like a lot—and Canada had seven. Fast forward to April—Canada now has more than 30,000 cases. Empire Life adapted its benefits throughout March and established business relief measures to help customers manage their group plans. We also posted a plan member FAQ. We're hard at work on new solutions to help our customers. As always, your Empire Life account team stands ready to discuss your customers' needs and how we can help.
Virtual paramed services: a safe
alternative when physical distancing
is required
In these challenging times, it's especially
important to maintain our health. The good
news is some paramedical providers offer
services virtually. Empire Life accepts claims
for the following providers of virtual services:
Note: Plan members must submit claims
via eClaims and attach their receipts.
Dietician
Naturopath
Occupational therapist
Physiotherapist
Clinical Psychologist
Social Worker
Speech therapist
As always, coverage is subject to plan
provisions, and reasonable and customary
amounts. Our fraud controls continue to be
applied.
Read more about paramedical
provisions
Best Doctors 360° health
information service
Getting reliable health information is always
key—and all the more so in COVID time.
The Best Doctors 360°service
provides information on a variety of health
topics, including COVID-19. Best Doctors is
included in all plans with Empire Life
extended health benefits.
Share the 360° flyer with plan
administrators
Coverage for plan members
struggling to return home
Thousands of travelers have come home to
Canada over the past three weeks; more are
coming back now and going into quarantine.
For individuals whose travel emergency
assistance coverage expires, Empire Life
will extend coverage until their
quarantine ends.
For those still travelling and whose out of
country coverage is coming to an end,
we will extend coverage until the end of
April.
We have also expanded our rules on
accommodation, meals, and trip delay
expenses, to reflect a quarantine
scenario.
Read more about the OOC program
Doing business in COVID-time
Physical distancing is critical to limiting the
spread of COVID-19, so most Empire Life
teams are working from home. We’re here to
serve you—working virtually.
If you need to send us something by Canada
Post or courier, please direct it to Empire Life
at 259 King Street East, Kingston, Ontario
K7L 3A8.
We're encouraging plan administrators to use digital communication as much as possible. Our plan administrator website let’s registered users perform most tasks associated with managing a group plan, including: Sign up for pre-authorized debit View contracts and booklets Access bulletins Download plan member communication that promotes the value of the benefits plan View billing statement Update employee information Customers can do everything online. Signing up is easy: they just complete this form and email it to Express Scripts Canada 2020 Pharmacy Outcomes Webinar COVID-19 has disrupted many things, including Empire Life’s annual presentation by Express Scripts Canada on their important Prescription Drug Trend Report. We look forward to a fall 2020 webinar with Express Scripts.
Miss the presentation? Listen to
the playback. The passcode is
Cost Plus: because customers can’t
plan everything
Life can be unpredictable, especially these
days. Customers can't plan for everything—
or pay for everything on an insured basis. No
problem! Cost Plus lets customers pay for an
employee's unforeseen medical costs not
covered by the plan.
And now it's easier to submit Cost Plus
claims. A new fillable form automatically
calculates fees and applicable taxes added
to the claim cost.
Did you know? Cost Plus is included in all
customers’ plans. The Cost Plus claim forms
are posted to the Group Forms
Library (separate forms for Ontario, Quebec,
and other provinces due to tax
differences). Customers need to select the
form based on their employees' province of
residence, not their head office location.
Get Cost Plus Claim forms (Group
Library)
AssistNow EAP Resources Provide
Help for Stressed-out Plan
Members
Many people are feeling anxious about
COVID-19. Our AssistNow EAP provider,
Aspiria, has been communicating regularly
with covered plan members, to offer
support.
Go to the Aspiria resources page
The Empire Life Insurance Company
259 King St. E., Kingston ON K7L 3A8
1 877 548-1881
empire.ca
ADVISOR USE ONLY
You are receiving this email as a valued Group
Benefits advisor with Empire Life.
COVID-19
and your employee benefits
April 2, 2020 Update
Managing your benefits
Social distancing is critical to limiting the spread of COVID-19. We’re here to serve you—working virtually.
And the good news is you can manage your benefits online, too!
To sign up for the plan member website, click Register here and follow the prompts. Once registered, it’s easy to:
• Submit eClaims
• Access your benefit card
• Review claims activity and balances
• Review the details of your coverage in your benefit booklet
• View and print a copy of your personalized benefit summary
• Update personal info (address, contact info and banking information)
As always, we’re here to help—just a phone call or email away. Please contact us at 1 800 267-0215 or
outside North America. Our email is If you need to send us something by mail or courier, please address it to:
Empire Life, 259 King Street East, Kingston, Ontario, K7L 3A8.
Prescription drugs
Empire Life is closely monitoring the effects of COVID-19 on the demand for prescription drugs. The Canadian
Pharmacists Association and the Canadian Life and Health Insurance Association recommend 30-day supplies
be dispensed unless longer supplies are clinically justified. The Quebec College of Pharmacists has also
requested its pharmacists to dispense 30-day supplies.
We are all being asked to stay home as much as possible, to limit the spread of COVID-19. When you fill
prescriptions at the Express Scripts Canada Pharmacy, your drugs are shipped to you and you avoid a trip to
the drug store. If you take any medication regularly, it’s important to ensure any refills are up to date.
• Update your primary shipping address if your employer has put in place a work-from-home policy and
your current shipping address is that of your employer. To do this, log into the Online Prescription Manager
and select Profile & Settings from the blue banner at the top of the page.
• Take advantage of the Express Scripts Canada Online Prescription Manager to help manage prescription-
related needs. It’s the easiest and fastest way to review your medication profile and submit a request for
refill(s). For nonurgent matters, you can email Express Scripts Canada at memberinfo@express-scripts.com.
• Canada Post will not require a signature for packages it delivers during the COVID-19 outbreak. They
will leave deliveries in the mailbox or outside the door if safe to do so. If this is not possible, they will
leave a notice telling you where you can pick up your package (you will need proof of identity). Certain
temperature-sensitive packages and packages requiring urgent delivery will continue to be sent via FedEx.
Until further notice, the FedEx driver will ask to sign for the delivery on your behalf.
Insurance & Investments
Simple. Fast. Easy. ®Disability benefits
Short-term disability (STD) benefits replace a portion of an individual’s income that is lost due to a medically
necessary absence. Generally speaking, STD benefits have a waiting period during which income is paid by the
employer as part of the company’s sick leave benefit.
What happens when Source of income replacement
My company shuts down Programs such as employment insurance are designed to cover wages lost as a
and I am laid off? result of a company shut down, for whatever reason.
Schools are closed and I This varies from company to company. If you do not have personal days
need to stay at home to or vacation days, your employer may make an exception. Various levels of
look after the kids? government, including the Government of Canada, have announced
assistance programs.
I need to self-quarantine If you can work from home while self-quarantined, that’s great. If you cannot
even though I do not work from home and your employer will not continue to pay you, you can apply
have symptoms? for employment insurance.
I need to self-quarantine If you can work from home while self-quarantined, that’s great. If you cannot work
because I have flu-like from home and your employer will not continue to pay you, you can apply for
symptoms? employment insurance (for COVID-19, the waiting period will be waived).
If your company provides STD benefits and you are too sick to work, you may be
eligible for benefits. Remember that your STD benefit includes a waiting period.
If you are still sick after your waiting period, you can access your STD benefit by
completing the form posted to the Group Forms Library on empire.ca.
I have been diagnosed If you are diagnosed with COVID-19 (with or without symptoms), are unable to
with COVID-19? work and have STD benefits, you can access your STD benefit by completing the
form posted to the Group Forms Library on empire.ca. For these claims only, the
waiting period will be waived.
If you don’t have STD benefits, you can apply for employment insurance. For
COVID-19, the waiting period is being waived.
I am unable to work Please refer to Government of Canada resources for options that may now
and/or unable to run be available.
my business due to
COVID-19? What options
are available?
Travel assistance
Is it safe to travel?
No. The Canadian Government has urged Canadians to avoid non-essential travel until further notice. Anyone
returning to Canada from abroad must, by law, self-quarantine for 14 days. Canada’s border is closed to foreign
visitors. Essential travel related to trade and transportation is exempted from these restrictions.
Where can I find a list of travel advisories?
The Government of Canada publishes a listing of travel advisories by country and this website for travellers.
If I travel to a country tagged as, “avoid all travel” or “avoid non-essential travel” by the Government
of Canada and I have a medical emergency, am I covered for COVID-19?
No. If you travel to a country that’s under a travel advisory because of COVID-19, are diagnosed with COVID-19
and require hospitalization, this may not be unexpected or unforeseen and may not be covered.
2Am I covered for non COVID-19 health emergencies if I’m travelling outside Canada?
Generally speaking, the Travel Emergency Assistance Program provides emergency medical assistance
for business and vacation travel of up to 60 continuous days (we also offer 90 and 120 day plans). A travel
emergency is a sudden, unexpected accident, or unforeseen sickness or injury that requires immediate medical
attention. Your benefits booklet contains details on what services are covered, as well as various limitations
and exclusions.
What kind of help can I get from the Travel Emergency Assistance Program?
The Travel Emergency Assistance Program provides:
• Assistance locating an appropriate provider or facility in the event of a medical emergency, or to monitor
care if you or a dependant are hospitalized.
• Medical transportation, to arrange transport to the nearest appropriate facility or to Canada for treatment,
if necessary.
• Family benefits, to arrange for the safe return home of unattended dependants in the event an employee
is hospitalized. Family benefits also pay for a family member to visit an employee who is hospitalized while
away from home.
• Financial benefits to cover unexpected costs, including onsite payment of hospital fees and the return of a
vehicle to point of departure or to the rental agency.
• This program covers travel of up to 60 continuous days (we also offer 90 and 120 day plans). Your benefits
booklet provides details on what services are covered.
How do I reach Allianz Global Assistance?
You can reach Allianz Global Assistance by telephone: Outside of Canada/ USA, call collect: 519 742-2800.
The toll free number for USA/ Canada is 1 800 321-9998. These numbers are printed on Empire Life benefits
cards. Call volumes will likely be higher than normal.
Important note: You must contact Allianz Global Assistance before receiving medical care except where
advance notice cannot reasonably be provided due to medical or exceptional circumstances.
What if I am not able to return to Canada or my return is delayed due to COVID-19? Will my travel
insurance coverage be extended if I’m approaching the end of my allowable trip duration?
If you are placed in quarantine because of COVID-19 and your Travel Emergency Assistance coverage expires,
we will extend coverage until your quarantine ends. We have also expanded our rules for expenses related to
accommodation, meals, and trip delay to reflect a quarantine scenario.
We’re committed to supporting you if you are struggling to return home. For individuals still travelling and
whose out of country coverage is coming to an end, we will extend coverage until the end of April to allow
time to get back home.
Consular services can also help but call volumes will likely be higher than normal.
What if I travel within Canada and get COVID-19?
In order to prevent the spread of COVID-19, government, healthcare, and business leaders are urging us
to stay home as much as possible and to respect social distancing. By doing this, we may be able to avoid
overwhelming our healthcare systems—and save lives.
That said, the provinces cooperate to make sure that you can get medical attention if you are travelling outside
your home province. Generally speaking, you are covered for doctors’ services (e.g. visit to a walk-in clinic) and
services provided in a public hospital (e.g. emergency, diagnostic, laboratory). Contact the provincial telehealth
service if you have a concern.
3I work in transportation and go back and forth to the USA. Will my medical coverage continue?
Yes. Canada’s life and health insurers have confirmed that group out-of-country medical coverage for
commercial truckers will continue uninterrupted. Read the press release.
If you experience a medical emergency while working in the USA, call our Travel Emergency Assistance
Program provider, Allianz Global Assistance: the toll free for USA/ Canada is 1 800 321-9998. These numbers
are printed on Empire Life benefits cards.
Best Doctors
Getting reliable health information is key. The Best Doctors 360° service is designed to do just that.
Best Doctors can help you get the information you need on a variety of health topics—including COVID-19—
and give you peace of mind that you’re making well-informed decisions about your health care. Best Doctors
is included in all plans with Empire Life extended health benefits. Sign-up and check out the Best Doctors
member portal or call Best Doctors at 1 877 419-2378.
Read the COVID-19 FAQ.
EAP (an optional benefit)
Many people are feeling anxious about COVID-19. Our AssistNow EAP provider, Aspiria, can offer support.
Read the Aspiria COVID-19 web page, which contains helpful information and a special guide for business
leaders, which covers prevention.
If your plan includes AssistNow EAP, you can request counselling via this page, which also lists the
toll-free number.
For a complete description of the provisions, exclusions and limitations that apply,
please refer to your benefits booklet and group insurance policy. Claims will be
®
Empire Life and Empire Life logo are registered trademarks of The Empire Life Insurance Company (‘Empire Life’). Policies are issued by Empire Life.
adjudicated
Representations about Best Doctorsin accordance
services with
are those of Teladoc your
Health Inc., group
and not insurance
Empire Life. policy.
Best Doctors is part of TeladocContact
Health Inc. our customer
©
service team at 1 800 267-0215 or by email at group.csu@empire.ca used under license.
2019 Best Doctors and the star-in-cross logo are trademarks of Best Doctors Inc., in the United States and in other countries, and are
The information in this document is for general information purposes only and is not to be construed as providing legal, tax, financial or
professional advice. The Empire Life Insurance Company assumes no responsibility for any reliance made on or misuse or omission of the
information contained in this document. Please seek professional advice before making any decision.
®
Registered trademark of The Empire Life Insurance Company. Policies are issued by The Empire Life Insurance Company.
The Empire Life Insurance Company
259 King Street East, Kingston, ON K7L 3A8
Insurance & Investments – Simple. Fast. Easy. ®
empire.ca info@empire.ca 1 877 548-1881
GRP-514911-EN-04/02/2020s
Review this document with the person who has decision making authority for your group benefits policy with
Empire Life. Once they have completed and signed it, return the document to Empire Life. You can scan and email
it to group.administration@empire.ca or
Step 1: Say yes to eServices! If you are already managing your plan online and are signed up for eBilling, just tick the
boxes in the left hand column. If you’re not, but are ready to get started, tick the boxes in the middle. We hope you say
yes, but if you just aren’t ready, tick the appropriate boxes in the right hand column. We’re all about flexibility and choice!
eService Description Tick the box that applies to you
Administration Update employee information, consult important O Already O Ready O We’re
plan documents, and get easy access to benefits- doing this to start! not ready
related information. Anytime, from almost anywhere. to do this
eBilling If you’re not already getting your billing online, we O Already O Ready to O I prefer
will start sending you your billing notification via on eBilling begin eBilling to receive
email. View or print your statement, and access a paper
12 months of past billing history. statement
You will be able to select a convenient date for direct
withdrawal from your bank—or you can pay by
cheque. We’re flexible!
eClaims Encourage your employees to submit health benefit O Already O Ready to O We’re still
claims quickly and easily. Most claims are processed using it begin using not ready for
right away, and money deposited in their bank eClaims eClaims
account within 24 hours.
Advisor access O Your advisor will automatically be able to view O I want my advisor to be able to update
your employee and plan design details (but can’t employee and plan design details
makes changes without your permission).
The following eServices are available to all
Benefit summary View a summary of your plan design including class set up, waiting period, and benefits, by division.
Contract Enjoy easy access to the most current version of your contract, knowing you’re always up-to-date.
Forms Access the forms you need. Most forms are fillable electronically, which makes it easier for you and
your employees to complete them.
Bulletins Stay up-to-date with news about legislative changes and other important information.
Administration View guides online for helpful tips on how to administer your benefits plan.
guides
Employee booklet Enjoy easy access to the most current version of your employee booklets, knowing you’re
always up-to-date.
How to videos You will be able to watch short and snappy videos to guide you through the more frequently required
administrative tasks.
1 of 3Step 2: List your Plan Administrator(s) to ensure our records are up-to-date. Please note: any Plan Administrator(s)
not listed here will be removed from our records. If you have more than four Plan Administrators attach a separate
sheet of paper.
Plan Administrator #1
Group name Policy number
First name Last name
Email address Phone number Language:
O English O French
Is this Plan Administrator already registered? O Yes O No
What division(s) will Plan Administrator #1 be responsible for? O all divisions O these divisions (specify)
________________________________________________________________________________________________
Plan Administrator #2
Group name Policy number
First name Last name
Email address Phone number Language:
O English O French
Is this Plan Administrator already registered? O Yes O No
What division(s) will Plan Administrator #2 be responsible for? O all divisions O these divisions (specify)
________________________________________________________________________________________________
Plan Administrator #3
Group name Policy number
First name Last name
Email address Phone number Language:
O English O French
Is this Plan Administrator already registered? O Yes O No
What division(s) will Plan Administrator #3 be responsible for? O all divisions O these divisions (specify)
________________________________________________________________________________________________
Plan Administrator #4
Group name Policy number
First name Last name
Email address Phone number Language:
O English O French
Is this Plan Administrator already registered? O Yes O No
What division(s) will Plan Administrator #4 be responsible for? O all divisions O these divisions (specify)
________________________________________________________________________________________________
2 of 3 ENG-06/14Step 3: Choose your payment option
O I’m already signed up for pre-authorized Select a date between 1st– 25th (dd/mmm/yy) _________________
debit but I’d like to change my withdrawal date If no withdrawal date is selected, the withdrawals will
O Yes, I want pre-authorized debit be on the 10th of the month
If you have multiple divisions with different banking information attach a separate sheet of paper clearly indicating
the withdrawal date and banking information for each division.
IF YOU ARE SIGNING UP FOR PRE-AUTHORIZED DEBIT
ATTACH A VOID CHEQUE
O No, I prefer to pay by cheque O I prefer to pay by internet banking
Step 4: Sign and submit completed document to Empire Life
By signing below, I, the Policyholder:
• understand each of the Plan Administrators listed will be able to view and update employee information regarding
the group policy referred to above (with the exception of detailed claim information) until he or she is removed as
Plan Administrator; and
• confirm I have read, understood and agree to the Terms and Conditions for Online Administration of Policy, which
shall be binding on me, my successors and permitted assigns.
Pre-Authorized Debit Agreement (applies only if Pre-Authorized Debit is selected)
If I select Pre-Authorized Debit (PAD), I, the Policyholder understand and agree:
• monthly PAD arrangements may be terminated on 10 days written notice either by Empire Life or by me;
• cancellation of this PAD agreement does not constitute cancellation of service by Empire Life and I shall be liable
for any past, present or future amounts owing;
• for this agreement, all withdrawals from my account will be treated as personal, and
• I have the right to be reimbursed for any withdrawal that is not authorized or is not consistent with this
PAD agreement. To obtain more information, please contact your financial institution or visit Canadian
Payments Association.
By signing below, I, the Policyholder authorize:
• my financial institution to honour any withdrawal per this agreement; and
• Empire Life to withdraw monthly premium payments as required, as per my instructions, and I understand that
these amounts may be variable and increase or decrease.
Name of Policyholder (please print) Email address of signor
Name of signor (please print) Title of signor (please print)
Signature Date (dd/mmm/yy)
X
(Signor must be authorized to enter into a contract on behalf of the Policyholder)
®
Registered trademark of The Empire Life Insurance Company.
Policies are issued by The Empire Life Insurance Company.
3 of 3 ENG-06/14You can also read
