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March 11, 2010

Extended Health Care Benefits Frequently Asked Questions


  1. How do I submit a claim for Extended Health benefits?
  2. Where do I get an EHC claim form?
  3. What happens after I submit my claim?
  4. Do you return receipts?
  5. Do you accept photocopies of my receipts?
  6. What is PharmaCare?
  7. Why does my plan pay for some prescriptions and not others?
  8. My spouse also has extended health coverage. Which EHC plan should we use?
  9. How do I update my coordination of benefits (COB) information?
  10. What is my claiming deadline?
  11. How do I submit an out of country claim?
  12. Do I need extra coverage for traveling?
  13. Are orthotics covered under my plan? How do I claim for orthotics or orthopedic shoes?
  14. How do I print my own ID Card?
  15. What and how much are reasonable and customary limits?
  16. Will PBC reimburse my EHC claim via direct deposit?
  17. Where do I go to get more information about my extended health coverage?


  1. How do I submit a claim for Extended Health benefits?


    Here are the instructions for submitting claims under your Extended Health Care plan. Follow this link if you need information on how to submit a dental claim.

    1. Obtain an Extended Health Claim Form
    2. Fill out the claim form
    3. Attach receipts and any required supporting documents to the claim form
    4. Send the claim form, along with receipts and any required documents to:
      Pacific Blue Cross
      PO Box 7000
      Vancouver, BC V6B 4E1
      Or drop the claim off in person at:
      4250 Canada Way
      Burnaby, BC V5G 4W6
    Please note: we are unable to return original receipts. If you will need to submit a claim to another health benefits carrier, make a photocopy of the receipts.
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  2. Where do I get an EHC claim form?


    There are multiple ways to obtain a claim form: Go to top


  3. What happens after I submit my claim?


    Pacific Blue Cross will reimburse all eligible expenses, subject to the plan deductible and limits, at your plan percentage. Once we've processed your claim, we will mail you a cheque and/or an Explanation of Benefits (EOB) statement. We encourage all of our members to register for CARESnet, our self-service access to plan and benefits information. CARESnet allows you to register for direct deposit and to receive your EOBs online Visit CARESnet, our self-service access to claims and benefits information, to learn more about your benefits.
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  4. Do you return receipts?


    Original receipts will not be returned. If you have coverage with another insurance carrier please photocopy your receipts prior to submitting your claim to Pacific Blue Cross. You will receive an Explanation of Benefits (EOB) statement for each claim you submit. Members are encouraged to visit CARESnet and sign up for Direct Deposit and to receive EOB's online. Retain the EOB statement for income tax purposes.
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  5. Do you accept photocopies of my receipts?


    Original receipts are required to process your claim. However, in cases where you submit your claim to another insurance carrier first, we will accept photocopies of the original receipts if you include the "Explanation of Benefits" (EOB) from the other carrier with your claim.
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  6. What is PharmaCare?


    The Government of British Columbia subsidizes eligible prescription drugs and designated medical supplies, protecting British Columbians from high drug costs, through the BC PharmaCare program. PharmaCare provides financial assistance to British Columbians under Fair PharmaCare and other specialty plans.

    For more information about BC PharmaCare, including how to register for this program or how to check the status of your registration, go to the BC PharmaCare website, or phone them at:
    604-683-7151 from within the Vancouver area
    1 800 663-7100 from all other locations in BC
    BC PharmaCare's hours of operation are:
    Monday to Friday 8 a.m. to 8 p.m.
    Saturday 8 a.m. to 4 p.m.
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  7. Why does my plan pay for some prescriptions and not others?


    All plans are designed differently and may include different benefits. For example, some plans only allow prescription drugs covered by the provincial drug plan (Pharmacare) while other plans allow prescription drugs regardless of the provincial plan's coverage. Visit CARESnet, our self-service access to claims and benefits information, to learn more about your benefits. You can also refer to your policy benefit booklet for coverage information.
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  8. My spouse also has extended health coverage. Which EHC plan should we use?


    People who are covered under more than one plan are required to submit their claims to their own plan first. Any remaining balance may be claimed through the spouse's plan.

    Spouse Claims
    When your spouse has an EHC plan through another policy holder/employer, the claim should be handled as follows:
    • Your spouse should pay for the expense, take a photo copy of the receipts and then submit the original receipts to his/her own plan. Once you receive the explanation of benefits from the other plan, you can submit the photocopied receipts with the explanation of benefits to Pacific Blue Cross to claim the remaining balance.
    • If your spouse's EHC plan has a pay direct card, the pharmacist will submit to his/her plan electronically. The pharmacist will issue a paper receipt showing the amount that the plan pays. You can submit the paper receipt to Pacific Blue Cross to claim the remaining balance.

    Dependent Children Claims
    For dependent children, the plan that pays first is determined by the birth date of the parents, as follows:

    • If your birth date is prior to your spouse's in the calendar year, your plan is the first payer and your children's expenses must be claimed through your own plan first.
    • If your spouse's birth date is prior to yours in the calendar year, then your spouse's plan is the first payer for your dependent children. In that case, you must pay for their expenses, take photocopies, and submit the original receipts to your spouse's plan first. Any remaining balance can be submitted to Pacific Blue Cross, along with the photocopied receipts and the explanation of benefits from the other plan, for reimbursement.
    • If your spouse has a pay direct drug card, and your spouse is the first payer, your children's prescription drugs can be submitted electronically using your spouse's pay direct card.
    • If your spouse's EHC plan has a pay direct card, the pharmacist will submit to his/her plan electronically. The pharmacist will issue a paper receipt showing the amount that the plan pays. You can submit the paper receipt to Pacific Blue Cross to claim the remaining balance.

    When completing the EHC claim form, please ensure that you indicate both of the EHC plan numbers.

    The primary plan should be indicated on the top left hand corner of the claim form and the secondary policy and identification number should be indicated at the bottom of the claim form, where it asks "Do you or any other dependant have any other insurance to cover these benefits?"
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  9. How do I update my coordination of benefits (COB) information?


    It’s important to always keep us up to date with your latest coordination of benefits information because it will ensure we adjudicate your claims with your most recent information.

    The best way to notify Pacific Blue Cross when there are changes to another plan you are also covered under is when you submit your next claim. Identify in a note the specific detail(s) that changed. Be sure to advise whether the changes apply to your dental plan, extended health plan or both so we can make sure we continue to pay all your claims correctly.

    Remember to also update your service providers if they prepare or submit claims to us on your behalf.

    Patients sometimes have coverage under more than one extended health plan or more than one health benefits carrier. In these cases, the patient can submit the expense under both plans to get up to 100 percent of their expense covered. This is called coordination of benefits.
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  10. What is my claiming deadline?


    There are multiple ways to find out the specific claiming deadline for your plan:
    • Visit the Plan Information page on CARESnet.
    • Refer to your employee benefit booklet.
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  11. How do I submit an out-of-country claim?


    If out of province medical expenses have been incurred, please follow these instructions on how to submit an out-of-country claim. Ensure you take copies of your receipts/invoices, prior to submission, for your records.
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  12. Do I need extra coverage for traveling?


    We recommend additional coverage when traveling, as your group plan may have a lifetime dollar maximum. Please visit the Plan Information page on CARESnet, our self-service access to plan and claims information. You can also contact our Customer Services department at 604 419-2600 or 1 888 275-4672 for further information about your group plan's coverage while traveling outside of your province of residence.

    If you want to purchase travel insurance please call our Individual plans department at 604 419-2200 or 1 800 873-2583, or purchase travel coverage directly from our website.
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  13. Are orthotics covered under my plan? How do I claim for orthotics or orthopedic shoes?


    All plans are designed differently. You can learn more about your plan coverage through CARESnet, our secure online access to benefit information for members. Pacific Blue Cross has revised its claiming criteria for members who have custom foot orthotic or orthopedic shoe coverage as part of their extended health care plan. Follow the checklist below when filing a claim:
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  14. How do I obtain an ID card?


    Members can print replacement ID cards by signing in to CARESnet and choosing the option to print your ID card. You will need Adobe Reader installed on your computer.
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  15. What and how much are reasonable and customary limits?


    Reasonable and customary limits are the amount your health plan will pay based on the range of usual fees for comparable medical services in a geographic area. If your provider charges more than the reasonable and customary limit, you will be responsible for paying the difference.

    Ranges can vary based on whether you have a medical condition that warrants non-standard therapy.

    Like other health benefit providers, Pacific Blue Cross reviews and uses reasonable and customary limits on a continual basis to determine maximum eligible amounts for health care services and supplies covered by your plan. Smart shopping for health care products and services helps members by reducing out of pocket expenses and helps employers reduce benefit plan costs.

    View reasonable and customary limits for paramedical coverage (pdf).
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  16. Will PBC reimburse my Extended Health Claim via direct deposit?


    PBC will reimburse EHC claims to a bank account of your choice if you have registered for direct deposit. You can register for both direct deposit and to receive electronic claim statements through CARESnet.
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  17. Where do I go to get more information about my extended health coverage?


    We've made it easy and convenient for you to find out more information about your extended health benefits. There are multiple channels for you to obtain information:
    • CARESnet - 24 hour web access to your plan benefits and claim history information
    • CARES - our interactive voice response system
    • Contact us by phone:
      Dental 604 419-2300
      EHC 604 419-2600
      Dental & EHC 1 888 275-4672 (toll-free)
    • or e-mail us
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