Changes to Claims and Information Requesting Procedures

What is changing

We are updating how claims are submitted and how plan members and employers request information from Benefits Plus Inc. These changes are intended to make claims handling faster and information requests more consistent, while keeping a real person available when you need one.

Going forward, claims and information requests will be routed through a clearer set of steps so that nothing is missed and responses can be tracked from start to finish.

Submitting a claim

Plan members should continue to use their carrier's claim forms and pay-direct or app-based submission where available. For claims that require our involvement — such as disputed, denied, or escalated claims — please send the claim details, carrier correspondence, and any supporting documents to us directly so we can review and advocate on your behalf.

Where a form is required, please ensure it is completed in full and includes the plan member's name, certificate number, and date of service. Incomplete submissions are the most common cause of delays.

For any claim inquiries — such as prescription drug or dental claims — plan members should contact their insurance company directly first, using the toll-free number shown on their benefits card. If you are still having trouble after contacting your insurance carrier, you may contact us for further investigation and next steps.

Requesting information

Information requests — including plan details, coverage confirmation, benefit summaries, and claims status updates — should be directed to our office by phone or email. Please include the name of the plan member or employer and, where possible, the policy or certificate number so we can locate your file quickly.

Routine information requests are typically answered within two business days. Requests that require input from the carrier may take longer, and we will let you know what to expect when you contact us.

Privacy and consent

To protect plan members' privacy, we may need written authorization before releasing personal or claims information to anyone other than the plan member. A simple authorization note or signed form is usually enough.

For more information on how we handle your personal and private information, visit our Privacy Policy page.

Questions

If you are unsure how these changes affect you, or if you need help with a claim or information request, please reach out to either Edna or Matthew using the contact details below. We are happy to walk through the process with you.