If you are experiencing a medical emergency, you should first contact your local emergency services. Please remember that it remains a responsibility to report your emergency to Ontime Care as soon as possible. You or someone on your behalf should call 1-888-988-3268.

Emergency means that you require immediate medical treatment for the relief of acute pain or suffering resulting from an unexpected and unforeseen sickness or injury occurring during the coverage period and that such medical treatment cannot be delayed until your return to your country of origin.

It is a policy requirement to have certain procedures pre-approved. This means you will need to submit medical records and a referral letter in advance before undergoing surgery/invasive procedure/diagnostic services. The purpose is to ensure the procedure is medically necessary, appropriate for your situation and to confirm that it cannot be postponed until you return to your home country.

There are two ways to submit your claim:

1. You can mail your completed claim form, complete medical records (including referrals and test results), original invoices and receipts to us.
2. You can submit your claim online at eclaim.jfgroup.ca if the total claim expenses are under $1300. Please upload pdf or readable copies of your medical records, invoices, and receipts in your submission.

There are two ways you can be reimbursed for your expenses:

1. By cheque

Please make sure to include your full mailing address and the payee’s name on the claim form.

2. By Interac e-Transfer

The total claim reimbursement amount must be $1300 or under for you to select Interac e-Transfer as a method of reimbursement. You must also have e-Transfer set up with your Canadian financial institution to receive reimbursement this way.

Paramedical services are only covered when referred by a physician and pre-approved by Ontime Care (1 888 988 3268). Please call Ontime Care before you go for treatment. When you submit your claim, please include the referral letter, and medical records from the physician together with the paramedical service receipts. If you had a paramedical service of your own choice, without a referral, it is not going to be covered.

You were injured first, and you must visit a physician. Your physician advised your eyeglasses have to be replaced as the result of an unexpected accident and injury. If the medical expenses are eligible for reimbursing, you could submit another claim for your eyeglasses. Please include the accident report, medical records from the physician together with the eyeglass receipt. But if you just replaced it by your own choice, it is not going to be covered. Please refer to the policy benefits section for details.

You will only receive your medical record if you request it from your doctor; it is not provided automatically. When describing your sickness or injury, please provide detailed information, including the exact diagnosis and symptoms. Do not just mention the procedures you underwent, such as « I had blood work » or « I had a CT scan, » nor provide vague descriptions like « I have many problems. » If your description lacks clarity, we have no choice but to ask you for the medical note.

A medical record is a detailed record of your visit with a treating physician that should include information regarding your symptoms and when they appeared, past medical history, procedures done, plan of treatment etc. It is important documentation for our claim examiners to have to substantiate illness or accident-related claims.

For in-patient service, please let the finance department know all bills can be mailed to us. If possible, please include medical records. For out-patient services, we normally work on a reimbursement basis, meaning you will have to pay out of pocket then submit your claim. However, if you are unable to pay and your treating physician is willing to invoice you, you may submit the invoice with your other claim documents.

You can check your claim status online by logging into https://eclaim.jfgroup.ca with your policy number and birthday. Once logged in, go to Check Claim Status.

Staples can damage or delay the scanning process of your documents, which slows down claim review. Instead, please use paper clips if you need to keep your documents together. This will help ensure your claim is processed as quickly as possible.

You can submit multiple new claims but please make sure one claim is submitted per medical issue. Duplicate claims will be rejected or combined.​

To update an existing claim please contact our Claims department at claim@otcww.com or 905-707-3335​

For submitting a medical claim the limit is $1300 for the total claim amount. If the claim amount exceeds $1300, please mail in your claim.

• Waiting for process – Eclaim submitted
• Processing – Eclaim being processed
• Processed – Claim decision made​
• Refused – The E-claim cannot be processed as a new claim, or it is a duplication of an existing claim, or your E-claim was submitted under an incorrect policy #.

Avoiding submitting each expense separately is a good start. If you still have pending procedures, it is recommended to wait until you finish all procedures and treatments. If your total expenses are over $1,000 or if you were hospitalized, you could mail all claim documents to our office. An assigned claim examiner will reach out to you for further information if required.

Once you have the RFR#, it means we acknowledge receipt of your e claim. We greatly appreciate your patience. We will try our best to process your claim as fast as possible.

There are a few tips for faster claim processing:

• Do not staple your claim document.
• Utilize Interac e-Transfer as method of reimbursement.
• Submit a claim when all related documents are completed.

We understand an additional invoice might suddenly pop up in your mailbox. It happens and you choose to submit it by E claim portal. You probably will receive an email after E claim submission, explaining we cannot make a new claim because one claim is assigned to each condition. But it’s not a refusal of your claim. We will add the newly submitted expense to the existing claim. So do not worry, just give us some time to process it.