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Before receiving medical services…
(When needed) Request Pre-Authorization of medical services from MSH:
Pre-authorization is recommended for specialist consultations, and required for surgery or any procedure to be performed at a hospital, and for expensive diagnostic tests (such as Ultrasound, CAT scan or MRI) call MSH Assistance at 1 (403) 538-2364 or toll free within North America at 1 (800) 808-2694, or write to mshassistance@mshassistance.com
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Before leaving a hospital or medical clinic…
Ask for a copy of your health records for that visit. While it is possible to request health records afterward, the process to obtain your health records relating to a hospital visit can take six weeks or longer if requested after discharge.
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After the medical service…
A. Complete the iMED Claim Form
If you have paid medical expenses up front, or received an invoice from a medical provider it is time to submit a claim to MSH using the iMED Claim Form (PDF).
The Expenses Claimed section must include detail about the condition or symptoms which required medical attention, and if you were given a diagnosis then that information should also be provided.
If your claim relates to a medical service for which you received a formal pre-authorization from MSH, add reference to your pre-authorization case number on your claim form.
B. Collect all required support documents
To process a claim MSH will need your completed claim form, along with:
- related medical invoices
- receipts or other proof of payment (if the medical invoices have been paid)
- related health records*
- If your claim relates to a motor vehicle accident (or other incident attended to by police, ambulance, or fire department) MSH may require a copy of the accident incident report.
*About health records:
If your medical invoice indicates a diagnostic code or description of diagnosis that may be sufficient to process your claim. Otherwise MSH could require a copy of your health records from the attending doctor/practitioner/facility, such as your patient chart, doctor referral letter (for specialist consultation, diagnostic testing, or medical supplies), hospital discharge report, test result report, etc.
If claiming for an outpatient prescription drug expense include the prescription drug receipt with DIN number.
Note: If your hospital or medical clinic visit fees were billed directly to MSH then the hospital or clinic should (with your permission) also provide your health records directly to MSH on your behalf.
C. Submit Claim to MSH
Your claim may be faxed or emailed to MSH, or mailed in hard copy. If you email claim documents, you must keep the originals for 24 months in case of a claim audit. MSH may request copies of the original receipts at any time to validate your reimbursement. If you mail original documents, make a copy for your own records.
The deadline for submitting claims is 365 days after the date of the medical expense or 90 days after the end of your insurance policy, whichever is earlier. Submit claims as promptly as possible.
Send claim forms, and all pertinent documents to:
Email: mshclaims@mshassistance.com
Fax: 1 (416) 730 1878
Mail to:
MSH Assistance
150 King St West, Suite 602
Toronto, ON
M5H 1J9
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Read & Ask Questions
For a complete understanding of the procedures and conditions that apply to medical claims, read your iMED policy wording, especially the section called “Procedures Applicable to Medical Claims”.
For help to make a claim contact MSH Assistance. For additional support you may also contact DCIS.
