How to Submit and Track RBC Group Insurance Claims

How to Submit and Track RBC Group Insurance Claims

Royal Bank of Canada (RBC) Insurance offers coverage to more than 5 million Canadians. While they are a relative newcomer to the insurance world (1993), they’ve quickly become a popular option—and for good reason. 

But as a policyholder, you already know that! What you might not know is that RBC allows group insurance policyholders to submit claims multiple ways: online, using paper documents, or via their app. 

Let’s take a look at each option as well as how to track your claim once you submit it. Keep in mind that different types of group coverage and services may follow different protocols. Always double-check that you’re following the directions for the right claim type.

When to Submit RBC Insurance Claims

This point might seem obvious. The best time to submit your paperwork is always as soon as possible, right? You might assume that’s right after you receive care. However, some claims can and should be pre-approved, which cuts down on some processing time after you submit the actual claim. 

Here’s a bit more guidance on when to contact RBC about your claim in common situations, as well as which method you can use to submit that claim.

Health Claims

General health claims are the simplest claim type to file. You should submit your claim after you receive care and can submit it using any of the methods detailed in this guide. There are no special instructions for this claim type.

Extended Health and Dental Claims

Extended health and dental claims should also be filed after you receive care. However, for procedures that may cost over $300, it’s recommended you check to ensure the services will be covered to prevent any surprises and protect yourself from unforeseen out-of-pocket expenses. 

If you are not sure whether a procedure is covered, RBC provides two ways to check:

  1. You may submit a mock claim on the RBC website under the Online Group Benefit Solutions heading, then by going to My Benefits > Benefit Eligibility. 
  2. Contact RBC for pre-authorization or have your care provider do so.

When it comes time to make a claim, you can usually file online or through RBC’s My Benefits app. If you feel comfortable doing so, you can also ask your service provider to file on your behalf, but this is not always possible. 

If your provider does offer this service, an RBC insurance claims representative will let you know when your submission is received—typically within one business day of receipt. Your claims specialist will follow up with additional questions or approve your claim within ten business days.

 No matter how you submit your claim, your doctor must provide information, including your diagnosis and how it affects your job. They will need to detail all your treatments, medication, and therapy, as well.

Your company’s benefits administrator may also need to include information on your claim, such as how your treatment has affected your work attendance. Double-check all forms and make sure all your information is up to date before submitting your claim.

Travel Claims

In the event of a medical emergency abroad, please contact RBC as soon as possible, ideally before receiving medical attention. RBC Insurance has a 24-hour toll-free call center. The number is on your identification card, and customer care can put you or your travel companions in touch with professional coordinators who speak multiple languages.

You can also contact a representative through the free Path smartphone app. The app can direct you to local medical centers and help you summon nearby emergency services. During non-emergencies, the app is useful for getting information on current travel advisories.

Tip: Before you travel, please review your plan to determine what services are covered.

Long-Term Disability Claims

Long-term disability forms should be filed as soon as there is evidence to support the claim, as it will be at least eight weeks before benefits are paid. RBC refers to this waiting period as the “elimination period.”

Your paperwork must be emailed to [email protected]. Note that you will need to submit statements from your employer and your doctor, and you must fill out one statement yourself. There are different employee forms depending on your status, but you can always submit what’s known as the General Form if you aren’t sure which is most appropriate.

Short-Term Disability Claims

Short-term disability claims are understandably stressful. They also require statements from you, your employer, and your physician. To manage all the moving pieces, it’s best to complete these forms as far in advance as possible. Short-term disability claims also have an eight-week elimination period.

While under the claim, focus on healing and following your doctor’s orders, but stay in touch with your employer and your disability claims specialist. RBC has a Frequently Asked Questions guide to short-term disability on their website, where you can find more information.

Life Insurance and Accidental Death Claims

For life insurance or accidental death claims, beneficiaries must submit paperwork via email to [email protected]. The submission must include statements not only from the survivors but also by a physician and the deceased’s employer. The funeral director can also provide a statement in place of a doctor.

The Notice of Claim form requires information on both the person with the coverage and that person’s beneficiary. Beneficiaries should note their relationship to the policyholder and outline the circumstances of the death, such as if it was due to an accident. They will also need to state where the deceased received medical care before passing.

Loss of Use/Dismemberment Claims

The process for filing a loss of use or dismemberment claim is similar to filing a life insurance or accidental death claim. To receive benefits, the person submitting the claim must provide statements from a doctor and the employer of the person who was injured. 

Forms should be submitted as soon as possible to [email protected]. Additional information and printable versions of the forms are available online at

Manulife Group Benefits Online: How to Register & Log in

The Manulife Group Benefits Login portal provides quick and simple ways to submit your medical, dental and other claims. We’ve simplified the process here.

How to Submit an RBC Group Insurance Claim

As we just detailed, how you fill out and submit an RBC claim depends on the type of claim. Generally, claims are submitted online, often by emailing documents. 

While printing and submitting paperwork via email can be time-consuming, the process maintains an electronic paper trail. This helps keep track of necessary documents and the timeline to receive benefits. It’s also a handy way to remember who has already completed the various necessary statements, as many claims must be supported with evidence from doctors and employers. 

Beneficiaries and funeral directors may also occasionally need to provide information on some types of claims. Doctors can file on your behalf under certain circumstances. Your employee group benefits handbook can help you determine when that is possible under your plan.

Remember to review all documents submitted in your claim to make sure it is complete and accurately reflects the nature of your injuries and illness. Be sure not to overstate the type or amount of care you received. If you believe any information that’s been submitted may have been incorrect or misleading, follow up immediately to avoid a fraudulent claims review.

Submitting RBC Claims Online

You can submit many health and dental claims on the Online Group Benefit Solutions page on RBC’s website. If you are new to RBC or haven’t set up an online username, it is a good idea to establish an account before you need to file a claim. 

The site can also show you how to file a mock claim. Submitting mock RBC insurance claims can help you familiarize yourself with the process, saving you time and frustration during recovery. You may also use mock claims if you are considering a medical or dental procedure and want to check if and how the care is covered under your group insurance plan.

How to submit a claim online:

  1. Sign in to your account
  2. Hover over “My Claims” on the left-hand menu
  3. Select “Submit a Claim”
  4. Choose if you are making a claim or if you are submitting receipts/documentation
  5. Select your service provider
  6. Input your claim details 
  7. Confirm the information 
  8. Submit the claim

Some claims are not eligible for online submission. In that case, you will have to enter the claim manually.

To access claim forms, sign in to the Online Group Benefit Solutions page and select “Manage Now” from the menu. This will allow you to enter the Online Health & Dental Claims Centre. The Online Health and Dental Claims Centre contain the forms needed to file a claim under your group insurance plan. 

If you would like to print a form to fill it out by hand, you can download a PDF copy. Once you’ve completed your form, scan the document and email it to an RBC representative or submit it directly through the Online Health and Dental Claims Center. 

The Online Health and Dental Claims Centre also provide information on your pending claims. If you want to check the status of your claim, it is often fastest to do so online or through the RBC app.

Submitting an RBC Claim Through Your Medical Service Provider

You can ask your dentist or doctor to submit a claim on your behalf for some health and dental services. Check with your provider to see if their office can file a claim for you. Some doctors and dentists have restrictions against this, while others encourage it. 

If you ask a healthcare provider to submit paperwork for you, it is still a good idea to keep track of your claim to make sure all the necessary documents have been received. If the claim is not paid, you are still financially responsible. You also may need to provide follow-up paperwork to the insurance company.

Submitting an RBC Claim Via Email

For short and long-term disability, life insurance, accidental death, and loss of use/dismemberment claims, you need to find the appropriate PDF form online at the RBC site. Download the necessary documents and fill them out, then send scans of the completed documents to [email protected].

Other people may need to fill out statements that should be included in your submission. The insurance company may request statements from your doctor and your company’s benefits administrator, especially in claims related to disabilities that prevent you from working as usual. 

For life insurance claims, RBC may ask that someone such as a funeral home director or plan beneficiary submit a statement as part of the claims process.

Submitting an RBC Claim with Paper Documents

Documents downloaded from RBC’s website can also be sent in the mail. RBC uses different mailing addresses for various types of claims. Make sure to double-check the address on your form.

If the mailing address is not on the form itself, call RBC at 1-888-840-5441 for assistance.

When submitting an RBC claim by mail, remember to keep dated copies on hand for your own reference. If you submit receipts, you will not receive them back. However, RBC will send you an Explanation of the Benefits statement that includes all relevant tax information.

Submitting an RBC Claim Using the Mobile App

RBC’s My Benefits app provides many of the same services as the company’s web portal, just from the convenience of your smartphone or tablet. For example, the My Benefits app will allow you to review your policy terms and includes all documents needed to submit a claim.

RBC insurance claims submitted through the app are typically processed in 2-3 business days. However, it can take longer if you are not signed up for a direct deposit, as you’ll need to account for transit time.

The company also encourages policyholders to download the free Path app when travelling. It can guide you to nearby medical facilities, contact local emergency services, and provide other information for Canadians travelling abroad who may need medical help in an emergency.

Coordination of Benefits Claims

In some instances, you may have more than one qualifying policy. This scenario is most common with couples who are listed as dependent on their significant others’ policy or parents who are submitting a claim for a child covered by both parent’s insurance.

Regardless of the circumstances, you’ll want to file a coordination of benefits claim. To do so, you first need to determine which policy is your primary policy. 

If you are submitting a claim for yourself, that’s usually the one you’re the primary policyholder on. If you are filing for a child, and live with the other parent, or have joint custody, the policy of the parent whose birthday falls earliest in the year is the primary coverage. Birth year is not considered. If custody is not 50/50, the parent with primary custody also holds the primary policy.

Submit the claim to the primary provider first, then the secondary. The secondary insurer will need a copy of the benefits statement from the primary carrier.

Contacting RBC About a Claim Over the Phone

While you generally can’t file documents over the phone to secure benefits, a phone call to RBC can be helpful, especially when you’re travelling abroad. Multi-lingual professionals can help you receive medical attention wherever you are in the world and help you navigate how benefits are administered outside the country.

For Canada and the United States: Group insurance members may call 1-855-603-5571 to speak with an RBC representative.

For all other locations: Group insurance members may call 1-905-608-8251. Keep in mind this is a collect call.

Tracking RBC Insurance Claims

Once you’ve submitted a claim, your first goal should be to focus on healing, but it is essential to remember to follow-up with your insurance provider. You want to make sure you receive all the group benefits for which you are eligible. 

At times, you, your doctor, or your employer may need to provide additional information to clarify issues. You may also need to make adjustments to your claim if you receive new documents that apply to your case.

Remember to retain copies of important documents for your reference. An RBC representative may call you to ask clarifying questions, so it is a good idea to keep those documents organized and handy. Finally, remember that some claims, particularly for disability insurance and life insurance, can take a while to process, so begin as early as possible for the quickest response.

RBC provides the following methods for contacting an agent to check the status of your outstanding claims.

Tracking Your RBC Claim Online

You can keep an eye on outstanding group benefits claims through RBC’s Online Group Benefits Solutions website. If you used the Online Health & Dental Claims Centre to submit your claim, you are already familiar with the site. However, you can check on your status whether you filed online or through some other means.

Keep in mind that you will need to register an account to keep tabs on your various documents and submissions.

You can also email the company with inquiries. Please direct questions about health and dental claims to [email protected]. If you have questions about other types of insurance, contact RBC at [email protected].

Tracking Your RBC Claim by Phone

To check your claim status, get help with forms, or learn more about your group benefits coverage, call RBC’s toll-free line at 1-888-840-5441. This line operates Monday through Friday between 8 a.m. and 8 p.m. Eastern Time.

Tracking Your RBC Claim Through the Mobile App

Download the My Benefits app to check on the status of your RBC insurance claim. Like the website, you can keep track of all claims through the app, including those submitted via email or regular mail.

Are You Getting the Most Out of Your RBC Policy?

While RBC is an excellent provider, it’s a good idea to evaluate your coverage options and compare costs with other providers at least once a year. At Group Enroll, we can help with that. We make it easy to quickly compare quotes for various plans from a single company or the same plan options from multiple top Canadian providers. 

Even if you like your current benefits, we can help you examine all your options to find out if another insurance firm is providing similar group benefits at a more competitive price. 

If you own a business, a robust benefits package can help retain valued and skilled employees. By demonstrating that you care about your team members by offering attractive benefits, you can also make your business more appealing to potential new hires weighing where they would like to work.

Our team can make sure you get the benefits your employees want at a price you and they can afford. 

As an insurance broker, we don’t directly provide group benefits. However, our experienced team has connections within the insurance industry. We can help you find quotes and ask the right questions so that you can make an informed decision and choose the ideal group benefits package for your business.

Just fill out our quick quote request form, and one of our brokers can help you find out about group benefits packages offered by a variety of Canadian insurance companies, that way, you can compare the coverage — and the costs — of each package.

Here’s How It Works

Follow these steps to find and compare group insurance quotes from multiple insurance providers:

  • Fill out our quote request form.
  • Upon receiving that form, a member of our team will follow up with a short 5–10-minute call to get a better idea of your needs.
  • One of our brokers will share your information with insurance providers that offer the group benefits you need.
  • Within two to three business days, we’ll send you your quotes.

If you’ve been thinking about changing providers or providing additional or different benefits to your employees, don’t wait! Even if you’re happy with your current group benefits, you may be able to find a similar package at a better price. Compare group insurance quotes today, and see how much you can save with Group Enroll.

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