I have had the unfortunate experience of dealing with ClaimSecure, and it has been nothing short of a nightmare. Having previously been under the coverage of Manulife and Sunlife with no issues, my transition to ClaimSecure has been a constant source of frustration. The primary issue I've encountered is the frequent denial of claims, even when special requests have been approved. This has occurred almost on a monthly basis, causing unnecessary stress and financial strain. It's bewildering how a company can approve special requests and then turn around to deny them. Adding to my woes is the abysmal user experience provided by ClaimSecure's app and website interface. It's a far cry from the smooth, user-friendly interfaces I was accustomed to with other providers. Navigating their systems feels like a journey through a digital wasteland. What puzzles me even more is that my current employer, one of Canada's largest companies, has chosen to partner with ClaimSecure for health insurance. It's hard to fathom why they would select such a subpar provider, and I can't help but wonder if there are some undisclosed political agreements or financial incentives at play. In summary, my experience with ClaimSecure has been a series of frustrations, denials, and an overall lack of transparency. I strongly advise anyone considering their services to think twice and explore other, more reputable options in the extended healthcare market. This has been an incredibly disappointing experience, and I hope others can avoid the same ordeal.

Very unhappy with claim secure we over about 8 yrs tried 1 year to use our HSA, I called them to ask if I could use print off from inside their claim secure app. HSA lady said sure, so I sent that as it really just showed the 20% amount that I was claiming for each prescription & of course it’s legit as it shows what was paid, etc. well, they never ever ever sent me anything asking for more info, or even said it would be denied, I assumed it was good. I found out year later when I was dealing with other lung cancer drugs, they failed to pay, & did nothing! When I spoke with other lady on phone she could barely find records of my submission, then even she assumed it should have been automatically been done! BTW…blue cross gives The 20 remaining from HSA automatically!!!! So you don’t loose it!! Never mind like these guys refusing to pay! Shame on you guys! So once again they have denied our second attempt to HSA in years. They do not email you or call you to ask for more info, they just deny based on they want to know if we tired our first insurance. Well all this takes is for them to look at receipts, or pick up phone. Never, ever use ClaimSecure!

Over the years we have had the priviledge of dealing with some really good and responsive Health benefit providers. Claim Secure is NOT one of them. They are absolutely one of the worst Organisations to deal with. They like to reject claims without justification despite the fact coverage is visibly available and paid for by the employer... i.e., they like to keep the coverage money and have been most unhelpful when it comes to help with rejected claims.. which is pretty well everything submitted these past 2 years. They could contact the member seeking their coverage payment and help guide them through the multiple hoops ( they have all the necessary information to do so ) ... but no... instead they just send a generic email... after several days... saying zero benefit paid ... And then we members have to start all over again ... trying to figure out what it is this time that they "don't like" or approve of... A complete and frustrating waste of member time and energy having to deal with ClaimSecure... Maybe they will see this and clean up their act.. become more customer helpful ?

Was very happy at first but when we found out our prescriptions would only be covered at ONE Preferred Pharmacy (which is Postscripts-an online only pharmacy) we tried everything to switch over but claimsecure couldn't even help us because the process is external and not connected to them.... it is still ongoing as we wait for the online system to Transfer our prescriptions from our current pharmacy. In the meantime, we have been paying out of pocket bc we cannot wait, and claimsecure refuses to reimburse us, but also won't help complete this process. You need training to be a plan member here. Just godawful. When I asked why I didn't know about this change, they said it was stated on page 72 of my booklet, but it wasn't. When I told them that, they said apologies for the discrepancy between your booklet and the one on our website, and someone will contact you. No one ever did. Figure it out guys. No one has time for this.

The only reason I gave 2 stars was because your personel is very helpful. For the rest, especially my dental claims, it is 0. I had dental surgery in Mexico, I was asked for more and more information which I sent with accompanying emails and the dentist explanation and X-rays and no word from claim secure. Then you ask for teeth numbers worked on but won’t give me a list with the numbers and dentist answered to the best of his abilities along with X-rays. I know dentists are legal financial sharks and your coverage of 800$ is pathetic. That covers only 2-3 cleanings. I even submitted medicine claim when I had an accident in Mexico and sent a copy of the pharmacist bill for the antibiotics and no response either. You don’t cover any more than what I’m charged for insurance by AC. No satisfied with the service you’re supposed to offer. I can’t even update the app! I have to delete and reinstall! Thank you reading

Most of the insurances I worked with in the past have already turned to direct billing for ALL their coverages. Claim secure is just a pain to deal with. Can you imagine, I went to get glasses for the family, that is myself, my wife and the 2 kids, the bill with eye exam etc., was beyond $2000 and yet with Claimsecure there was no direct billing , I had to pay first then submit a claim. which takes about a week to process. The kids coverage goes on my wife insurance first, which is direct billing, part of my coverage had to go on my wife's insurance. When she submitted the claim, she got the approval the same day and the next day got the notification of deposit to her bank account.. (the you have to wait for the normal 2-3 business days before the fund is available) All of that to say that Claimsecure needs to up it's game and be as competitive as it's competitors.

The customer service representatives that I've spoken with have been excellent and knew how to handle my issues, which is why this review is two stars and not one. The app and the process for submitting claims are terrible. Submitting a claim on the app caused me no end of issues since there are two ways of submitting, and they don't explain clearly which you should use or how to do it. Thankfully, when I called the rep could see the issue and knew how to resolve it, though it took two or three calls and some emails to deal with. Why can't any company make a decent app that's simple to use? It's just ridiculous.

Not a fan of this app. I think it could be an old one. There are no hiccups but one has to go back and forth a lot to find any information, if it’s available at all. it’s not user friendly. App doesn’t allow you to view the pic you submitted. The info is extremely limited. One has to hunt for what they want but it won’t show the info! It also takes way too long to process a claim. This place takes weeks to get a limited reply and then another 2-3 days before getting the money back! I don’t have a choice in using this if I want my money back, but I would definitely stop using this if I had another option.

I would steer clear from Claim Secure. I was supposedly covered for a dental procedure per their platform only to be rejected. They have a query option on their self-serve platform that indicates what your insurance covers but they neglected to distinguish between what may be different in Ontario vs. Quebec. Basically, $2,000, that I was "eligible for" per their platform, I had to pay out of pocket. The answer I got from Customer Support was "well the platform is made for everyone so it doesn't actually apply to just you"... a very disappointing service to say the least.

If I could give it zero I would. Doesn’t have direct billing it’s 2023 get with the program! ( great way for the insurance company to save more money banking in the customers not to put in for reimbursement) And there IT department is not great there photo claim doesn’t work for screenshots. So you literally to print off a “paperless” invoice to take a picture of it. (Seems counterintuitive of trying to be cautious of the environment). Also they seem to deny most claims even though they are covered you just have to submit it about 4 times till it’s accepted.

Just had the worst experience with this medical provider.. .HIGHLY "SUGGEST" you find a better benefit provider!! Had a prescription from my knee surgeon to have "custom orthotics" made took my PRESCRIPTION to my chiro as my surgeon is over an hour away. He did the 3D fitting ordered them, I had to pay in advance then submitted my expense...INCLUDING the prescription from the Surgeon and now Claimsecure has refused to pay me because it done through the Chiropractor office!!!! MAKES NO SENSE WHERE I GOT THEM IF I HAD A PRESCRIPTION!!!

claims never get processed without trouble, always asking way more than any other insurance agencies. Insurers are required to provide receipts, doctor notes every year and they find excuses the picture is not clear etc. You almost have to call them to resolve issues, the process is way too manual and it's unfit for 22 century standards. Sponsors please don't save your money in return of your plan members' inconvenience, we already contributed so much to you, you can't even repay us with a tiny bit of dignity and considerations?

To be fair, what once was a sub par experience has become very easy. You no longer need MD orders for PT, nutritionist and massage therapy, and their photo claim on your phone is so user friendly. Do the photo claim and you are refunded within the week. Took a star away only because calling them is still a bit of a nightmare but I must say every person I have talked to is respectful and pleasant, they really try to fix the issue.

Coverages are really out of date and they don't even come close to keeping up with inflation for coverage. I have been getting the same coverage without any updates for over 10 years. Coverage is getting worse all the time. Sometimes you need a doctor's note and then when you get it for the next visit they turn and say you don't need it. They are very inconsistent with their policies. I do not recommend this insurance company.

The app is not very user friendly. Nice for photoclaim submission, but that’s about it. Can’t review submission history, see why things were declined and it’s not easy to navigate. I have certain claims that are allowable under my policy that keep being declined, and all I get is an email saying it’s declined and to review on the portal - but I can’t find any way to actually review or see anything. Super frustrating!

They make so many mistakes. So unprofessional. They approved my ankle brace for the wrong foot. They themselves are always apologizing for the mistakes. The worst health insurance company to have. They accidently rejected a estimate without reading the full estimate and they said it was because I didnt have xyz written on the estimate. I told them to read it again and they said "oh ya it is there sorry"

I am definitely over excited with Claim Secure. I successfully registered and submitted my claim without any problem. The staff i spoke with over the phone, he was very helpful and directed me how to register online and submit claim electronically. Claim Secure is the best insurance i have ever! seen or do business with. Long live Claim secure. Sky is the limit. Am so proud of your professionalism.

The website is extremely dated, it's difficult to submit special authorizations (need to fill out forms manually verses PDF forms that can be completed electronically and shared via email. Website and services are in dire need of an update. Also tracking of special auth requests is insufficient, requests get missed and many follow-ups needed to ensure they are tied to your profile once approved.

Now that I am familiar with navigating the webpages, I am okay with processing claims. My only recommendation is to change the colour palette so that the "click on buttons" for submitting and moving to other pages are clearly displayed. The brown/beige colors for the clickable icons should be changed. When you have yellow font inside a beige/brown background, it's not very visible.

Coverage ended before next semester began, I was not made aware that there would be a gap in coverage. Had difficulties accessing my online account, password reset system was not working properly. Had to call to get password reset to work, staff were very helpful in that regard. Was frustrated by gap in coverage and poor (non-existent) communication regarding policy end date.

This app is the worst to navigate. They say they fix the bugs and then it just becomes worse. Why can’t you make it simple? Everyone I know has issues with Claim Secure. My daughter STILL hasn’t received her claim check from over a 6 months ago. I can’t enter a simple photo claim, my first this year and it tells name it has a null value….? Time to switch to another provider!

This company gets zero stars from me. It is beyond me how the website told me that my claim would be processed in .2 days and I called an agent 3 days later only to be told it can take up to 7 days. Can't wait to call on the 7th day only to be told they hav not found a auditor yet. Literal fraudsters! Should not be giving false information when I submitted the claim.

Almost everything has to be paid up front. Constantly rejecting claims wanting more proof or different receipts. I've had benefits with several different administrators over the years - and Secure Claim is the most difficult, non customer friendly service I have come across. As an HR professional- I would never advise a company to sign up with ClaimSecure

The claim process is a pain in the butt. New providers never show up and there is no easy way to add them. It is not easy to submit documentation. I find I always end up spending at least 20 minutes to submit a claim because I'm circling the site trying to figure out something very simple. Once I submit a claim, it is paid out on a quick turnaround.

It took me an hour to change my password because you forced me to do it and then I didn’t have my old password memorize so I had to change that it was a very inconvenient stupid set up to do that and then that you can’t go back and view the photoclaim that you submitted to make sure that the picture wasn’t blurry. Also really sucks.

I've had to jump through hoops to get my son's medication approved. This has been going on for about 5 months, it still hasn't been approved. I've had multiple doctors fill out special authorization forms and still no approval. this medication is working for my son without any obvious side effects. I'm so unhappy with ClaimSecure.

Always have issues with processing claims. They always need additional information and they don't request the information they just deny your claim. They find lots of reasons to deny claims. They don't have a good interface to submit claims. Some claim they ask you to mail in which means it can take 3+ weeks to get reimbursed.

I like their online submission service. I use their insurance a lot and the UI is easy to use and submit. I do wish they were more specific about what forms to submit electronically though. If you submit the wrong form the claim may be rejected so more clarity on what is sometimes required would be appreciated.

After all the bugs are worked out of switching to this it actually works pretty good. That being said I do manual submissions because direct billing was always messing it up. It takes a little getting used to but well worth it. They have been pretty good helping me submit everything when I need the help too.

Very Poor. My HSA was rejected. This payment belongs to me, not to Claimsecure, and their rejection reason was bogus. Navigating their long menu list is ridiculous. I selected 'dental services'--REJECTED, then reapplied, selecting 'dental'--ACCEPTED. It's THEIR job to ensure my HSA gets my payment refunded.

it is painful. When you submit a claim you have to view it. No choice. So if you have several to submit you go through that process every time. Painful. Should be able to cancel the view. Also painful to add a new provided. It would help if you could type in the name instead of that silly map search.

Super frustrating to deal with most of the time. When I put a claim through it is a 50/50 it'll be covered. Spoke with multiple people on the phone and can get a different answer every time as to what is actually covered. Really annoying , and the mobile app is not that great either.

It was hard to get on the system (figuring out username and password and recuperating these). Then, once in, it was not apparent to me that I had to scroll down to complete the individual items for my claim. Frustrating. In the end it worked, but it took about 30 minutes for 1 claim.

It would be easier to get blood from a stone than get your money back for services paid out of pocket. Pathetic when a company with tens of millions of dollars in revenue fights with a college student over $150 because I don't know the name of the hygienist who cleaned my teeth

The claims experience process online is like a game of wack-a-mole. You will hit a few of the steps but you will likely miss more than you hit, causing constant frustration. I have to retrain myself every. single. time I make a claim. Do better Claimsecure, do better.

Terrible interface. If you are a Union member its clear they will go to hell and back to make submitting a claim as difficult as possible. Can't believe I'm saying this, but Canada Life is far better in service and user friendliness than claim secure.

Harder and harder to claim. Website changes just make claiming more cumbersome. Calling on the phone means hours wasted waiting. Added a dependant to my plan, and it took literally months for them to process the application. So, claims went

Dependants cannot submit a direct claim. Horrible customer service. They decline basic claims, with hopes you will get frustrated, and just not resubmit in the future. Worst benefits provider I have ever had the displeasure of dealing with

These guys really makes me miss Blue Cross. I wish my employer hadn't switched providers. Constantly their system screws up my claims and I have to resubmit which wastes time. There's obviously a reason why they are a lower cost provider.

Terrible app and website. Not user friendly. Impossible to add providers . Can’t add providers , tedious to make claims. Can’t look up coverage , you have to scroll through every single comment create type instead of being able to search

Very Bad experience. 1. Always assessed claims in error. 2. It took longer time to do an estimate that more than 10 days. It won't allow us to send estimate online. You can only send estimate by mobile apps but you cannot check your

Online app very convenient... except that it auto rejects valid claims because they are the same amount on the same date and there is no way in the app the appeal or at least upload documentation to prove they are different claims.

I found it a little complicated to find what I needed at first but now that I've got the hang of it, it's easier to find what I need on the website. Also, the service time after submitting a drug or medical claim is very quick.

The app has a section to look up coverages and balances, like for glasses/contacts. You can see, for ex, how much $ has been spent and what's left but it does not tell you when the full coverage will be available again.

This got to be the worst App that was ever developed or I have ever used. Error messages un explained and hard to navigate menus. Photo claims don’t work. Please don’t insinuate I don’t know how to use the app properly.

Self serve options are great, but don't always work. E.g. sometimes get an unspecified error and cannot find the details of why. Also, rejected claims are not well explained meaning you have to call to find out.

They have a slower process compared to other health care insurers. They say delayed deposits may be due to your bank but I highly doubt that. With other insurers, once they deposit the money it's almost instant.

I have gotten a quote from another insurance company which is cheaper and has more coverage for us at a much cheaper price. Being seniors on pensions, every pennie counts. Sorry but I'll will have to switch.

It's quick and easy to file a claim. And customer service is very helpful. But it's unfortunate that most of the places i go to won't accept the insurance right out and you have to pay then get reimbursed.

Very frustrating that I can't add documents, only photos. You have to search for new providers on a map - ridiculous. I just want to type the name! This whole app is the worst claims app I have ever used.

Again, problems with yet another submission of an already approved item. My glucose monitor system. Same outcome, different reasons. So frustrating. My recommendation is. Avoid this company at all costs.

Claim secure is a joke, always rejecting claims stating they need more information, over/ under paying. If you make a claim you’ll be on the phone with them 3 days later as something is always messed up.

Groupsource / Claimsecure = Worst. Benefits. Provider. Ever. My service providers constantly struggle with them. Apps are awkward. Website sucks -- here's a clue: they have a PROGRESS BAR for logging in.

Using this company as provided by my husband's employer. There is no waiting on call, they respond very quickly on emails and all claims are processed pretty fast. Very happy with their services so far.

The app is quite glitchy! Never works with finger print even tho you set it up Keep keying in the password and verification code every time you log in. The app interface is also like a child created it.

Group Source is one of the Benefit companies that I have ever had the most trouble with. You cannot submit at point of service for majority of claims so have to pay out of pocket then claim online.

Nothing but issues since starting with them. They make you jump through hoops to get your medication and health care paid for. If it was up to me I switch our companies business somewhere else.

Their website could use a lot of work, with expected features like the ability to upload the invoice to a drug claim missing, but support was able to resolve my issues I had promptly at least.

I feel disappointed because it is the second time that my husband Claimsecure is not accepted for dental attention. And then, I have sent the claim for myself and hope that it processes well.

The app works great so far, it’s been a little bit of a learning curve getting used to where everything is but once you get used to it it’s good. The claims come back quite promptly as well.

Incredibly frustrating and slow claim system. The emails they send are fundamentally useless and finding out why claims were rejected are drowned out with tons of useless bloat information.

I have to call them every single time I try to claim something because it gets messed up or denied for unknown reasons. Previous insurance company I called maybe once or twice in 10 years.

Lost my ability to put through a claim, couldn’t change my password. Called the number on file at my pharmacy and the person I spoke to sent me a new password and it was fixed in minutes.

I WAS HAVING TROUBLE FILLING OUT MY CLAIM, SO I PHONED IN AND DEBBIE WAS ABLE TO HELP ME RESOLVE MY PROBLEM WITHIN MINUTES. KOODOS AND MANY THANKS. SHE DID A WONDERFUL JOB!

I find very hard to get cover for the compression stockings financially cannot afford the 200$ but I buy them thru Amazon more affordable but still would like to get cover

Had the unfortunate run-in the Claimsecure. Highly unprofessional customer service. Recommend finding a different company to go with if you actually want things covered!

Not the greatest customer service on the phone. I always get different answers. Claim processing time is so long compared to other insurers. Mobile app needs upgrading.

The app doesn’t work well every time you sign in doesn’t recognize you they’re Plus, I think the app Needs to be updated and plus someone should be on call 24 seven

I find this app crashes a lot. Example I just did a photo claim. I took the picture and the app stopped. I often have stalls when logging in. It needs work

your coverage sucks. please do better on your coverage for patients/customers who are paying their insurance every paycheque, and who are reasonably sick.

Honestly the benefits are great, but the fact that I cant direct bill is a pain. Super inconvenient. Not a bad company though, would still recommend.

I find it a challenge to complete claims with providers that are not "approved" (the map system is terrible!) and finding balances as a beneficiary.

I have to date had outstanding service from this company - people are genuinely helpful. The photo claims are particularly user-friendly.

System is very easy to use and the service I have received to deal with some minor issues with my access to my account was excellent.

Easy to use with prefilled fields and it remembers your health practitioners so you don't have to enter their info every time.

Great system. Most claims are approved and paid instantly. Only sometimes need to provide invoice. Easy to use web site.

It's frustrating and almost as painful as the pain I'm trying to alleviate. I can't seem to attach receipts to my claim.

Half the time my benefits coverage doesn’t work, submitting for chiropractic gets cancelled over and over. Slow to pay

Great app. You can manage it yourself. Easy to use. Staff at group source are very friendly and fast acting too.

Easy to use and create claims. Also get direct deposits very fast. All care providers are easy to find as well

Easy to do all the claims but on the laptop or on the phone I can't see a option to also upload the invoices.

Awful app, claims denied, having to fight for authorized submissions, eventually being paid out. Just awful

Fast and reliable service. The online forms using Desktop and Mobile app was a bit confusing to begin with.

Used as office benefits provider for years. Have not had any issues, always helpful when questions arose.

I simply want to know what we have left for different providers/dental/etc, where do I find this?

Updated process seems much faster. Only wish the whole COB between companies was simpler.

It has been improved to speed up the claim since Claim secure change the new system.

Excellent, easy user friendly claims submission process! I love how easy it is.

Made over 5 times claims NEVER being an easy experience! Always issues

Easy and efficient. Processes within 48 hours, very impressed.