Benefits FAQ

General benefit inquiries

Why am I paying a portion of a fee when I didn't have to before?

Eligible expenses are shared between the plan and the employee. The plan covers 80% of the eligible expenses until the employee’s 20% cost reaches the out-of-packet cap, after which point the plan covers 100% of eligible expenses, subject to the benefit maximum. Until you have reached the out-of-pocket maximum, you will have to pay a portion of the costs.

For more information, please visit the Extended Health Care Benefit page.

What am I eligible for as a temporary employee on a one-year contract?

How does coordination of benefits work?

When two or more plans are involved, one plan is considered to be the primary plan. The primary carrier pays its eligible amount first. The secondary carrier then reduces its payment by the amount in which total payments would exceed eligible expenses available through both plans. Eligible expenses are as defined in each carrier's contract before limitations like deductibles, co-insurance, fee guides, and maximums are applied.

As a plan member, your claims should be processed through your benefit plan first. Claims for your spouse must be processed through your spouse's plan first. Any remaining balance can then be processed through the other insurance plan.

When a child is covered under both parents' plans, the plan of the parent whose birthday (month and day) falls earlier in the calendar year is billed first.

How does our chiropractic coverage work?

Our chiropractic coverage includes 80% of $12.00 for the first 15 visits within the year. After 15 visits, 80% of reasonable and customary per visit charges (100% if out-of-pocket limit is reached) applies.Ìý For more information, please refer to Annual Benefit Maximums.

Why am I being charged a dispensing fee?

Our plan includes a dispensing fee cap for prescription drugs, which is currently $7.00. If this fee (charged by the pharmacy) exceeds the dispensing fee cap, the difference is the responsibility of the employee and the fee is not applied to the employee’s out-of-pocket amount.

My personal information with GreenShield is incorrect. How do can this be fixed?
  • Active employees can access their records within Workday to confirm their dependents, personal information, or address. Add or update any missing information. This information is shared/updated with GreenShieldÌýweekly.
    • If the information cannot be updated by you, such as a birthday or misspelling, please contact hrhelp@uwaterloo.ca and advise them of this needed change, and we will update your records.
    • Middle names are not included on your benefit ID card.
    • If the information is correct on Workday, you will need to contact GreenShieldÌýdirectly and have them update your information.
  • For retirees, you can contact our office with your new address information to hrhelp@uwaterloo.ca. We will update your address on the University systems.

Benefit card queries

How do I get a new benefit card?
  • Visit greenshield.ca and print yourÌýbenefit ID card yourself from
  • Your card is available electronically on the app (available for tablet or mobile device). If you have questions about the app, please call GreenShield directly.Ìý
  • Contact GreenShield’s Customer Contact Centre toll-free at 1-888-711-1119, and they will mail an additional card to you

How do I receive benefit cards for my children?

Cards are issued only under the name of the plan member and spouse. The pharmacy will ask your dependent to confirm their relationship to you to verify that they are an eligible dependent.

Travel insurance queries

Does my coverage apply outside of Canada?

An important and valued feature of the extended health benefit is the Green Shield Canada out of country travel benefit, which covers 100% of medically necessary services, or supplies required, as a result of a medical emergency, up to $5,000,000 (Canadian) per lifetime per covered person. Please visit the Out-Of-Country Benefit page for more information.

Does my coverage include cancellation insurance?

Your travel medical coverage does not cover transportation costs or any cancellation insurance if you are unable to leave home at the start of a trip due to emergencies.ÌýÌý

This type of coverage is provided by flight cancellation insurance through a third-party provider.

Do I need a letter indicating that I have benefits coverage if I travel outside of Canada?

When travelling as a GreenShield Canada plan member with emergency out-of-country travel benefits, we recommend you carry with you:Ìý

  • Your provincial health insurance cardÌý
  • Your GreenShield Canada ID card (or a copy)Ìý

These two documents are generally enough to allow GreenShield Canada plan members to enter many countries without the need of additional documentation. However, it may be required that that Canadians also take proof of additional travel insurance. ÌýÌýTravel coverage letters are handled by GreenShield.

To obtain aÌýConfirmation of Travel Insurance letter, contact GreenShield through any of the following:Ìý

  • customer.service@greenshield.caÌý
  • 1-888-525-7587, select "Option 1", or 1-888-711-1119Ìý(Mon to Fri 8:30 am - 8:30 pm ET)
  • through the GreenShield CanadaÌýÌý

Be sure to includeÌýyour name,ÌýID number,Ìýe-mail address, andÌýmailing addressÌý(if selecting mail delivery).Ìý

What is GreenShield's Travel Medical Coverage/travel contact information?

Please review our Travel Medical Coverage through GreenShield from contact information and important information regarding Travel Assistance.
Ìý

Contacting GreenShield:

PhoneÌý(Mon to Fri, 8:30 a.m. - 8:30 p.m. ET):

  • 1-888-525-7587, select "Option 1", orÌý
  • 1-888-711-1119Ìý

Online:Ìý

Inquiry support:

Experiencing problems with a benefit claim?

The following steps of the GreenShield Inquiry Support Model can help to resolve the problem.Ìý