Ellement - Edmonton, Alberta

Krista S.

What a run around. Time to get with the times! I emailed my claim, never heard back, I phoned and was informed they mailed me an explanation of extra information they needed.... MAILED. Finally got the letters in the mail today (I already submitted the info needed) and it shows they were sent the day I called... two weeks after they received my claim. The information I submitted to them a week ago still isn’t on my “file” so they can’t pay me yet. It apparently takes 5-10 business days to add the date my own coverage started. Once it’s added they will MAIL the CHEQUE a few days later. When I called to ask questions about the explanation of benefits I didn’t get a legit answer and they talk like I’m an inconvenience and wasting their time. As someone who worked in customer service for many years this is not the way to treat or speak to your clients. I’d also suggest a website to submit claims, see your claim status, submit extra info needed, and a way to communicate if you need extra info. Maybe figuring out ways you can pay providers directly too, so we don’t have to fork over all our money and wonder when we will ever see it again. I requested a manager to give me a call and that hasn’t happened either.

Anna P. E.

I love that we have insurance and get reimbursed...eventually. If they didn’t lose your email (which you obviously have a record of sending). Working with other insurance is much smoother but this is the one my husband’s employer uses, so it’s not like we have a choice. No one direct bills them. While they do accept claims through email there is no notification so you sit around for weeks waiting and wondering if they received it. Sometimes they didn’t (no explanation). So you have to resend and wait even longer. Claims normally take weeks (up to 6). Which is a lot when you have kids, are tight budgeted and need to pay things off. They are nice on the phone but really can only answer straight easy questions and don’t go out of their way to help. Always apologetic but don’t seem to actually care. Sometimes it feels like they are annoyed when you call. Again we are lucky to have insurance and it sure helps but they can smooth out there operations A LOT more if they cared about their customers experience.

Louis

I would give negative 20 stars but that's not possible . I feel like this is not what a benefits program should be and that no union member should have to put up with this joke of a program. I get that in house benefits Save money buy this service is so bad it may be time to pay someone else to do this for us as it has been terrible for ten years and getting worse. No reply on email for long periods of time. Wrong information, lack of care on their part and impossible to get through to on telephone. I feel it's a very real possibility they may just be encouraging people not to claim so more money can be kept and not paid out... time for change

Nikki Q.

If I could give them 0 stars, I would. It took over a year to be added to my husband's account, because of date errors on their end. Also, they don't accept DocuSign, but do accept scans of documents, but they don't advise you of this until you've flowed up with their rejec. They never follow up if something is rejected, even if they give you a direct email. I've been asked for prescription forms for massage and chiro (which I've never hear of), and had one clerk stop responding when I asked for clarification, until I asked for a manager. Then a different clerk realized they were asking for the incorrect form, and sent the correct one. I emailed it with all documents to the new clerk, no response for 2 weeks. I followed up, and they need additional information (members name, dob and sin). The name and dob is on the form, so why do I need to reiterate that. The form doesn't ask for a SIN, so why are you asking for it through email and ignoring my claim. I gave them EVERYTHING they asked for. It's absolutely ridiculous.

A K.

I’d give no stars if I could. Put a claim in, it’s been over 5 weeks and they still haven’t even looked at it. I’ve emailed asking about it. And they still haven’t even touched it. Than there’s calling. Good luck getting a hold of anyone. And don’t fall for the whole leave a call back number. They never call back.
Wish my union didn’t use this place. It’s garbage.

Christopher S.

One star; customer service is painfully slow and to reach an agent, takes forever. I will not discount the fact that they are very nice and pleasant to deal with over the phone. Slight improvement in speed and significant help is needed in the office.

Never once in my 8-9 years(I am a union member) of having coverage with FAS, have they ever answered a phone call without waiting a minimum of 25 minutes. Claims that require refunding money paid out of pocket, take a while to be returned and I haven't been refunded in full from a ways back. I have fantastic coverages but I feel FAS Edmonton, needs several more hands on deck to help cut back wait times and speed up processes in the administration procedures such as refunding etc...

Jessica V.

ZERO STARS!!!! ever since my husband was switched to this place through his union in 2018 its been nothing but a headache. Its pretty bad when you are getting a monthly reimbursement check sent out every month for your Childs braces faithfully, and then, out of the blue, they decide to mail it to the dentist and don't even put the right name on the check. My dentist calls me to let me know that they have received MY reimbursement check mailed to them with their name on it.. this place is THE WORST!!!! Stuck in the past with the forms you have to fill out to make a claim. The claims take forever!!. The customer service is the worst.

G M.

It’s difficult to deal with the people who work here, when you can actually get a person on the phone, which is rare.. that person Can do literally NOTHING to help you. In the end, when you figure out for yourself which forms to fill out and send in, you hear NOTHING from them to let you know those changes have been made or that possibly you’ve made a mistake that needs to be corrected. AND BOOM there starts the cycle again to try and deal with a “customer service rep” only to cross your fingers they’ll be able to help you. Either way, I’ve never experienced any business run the way this one is. Never. I feel like employees are angry and make you feel like you’re irritating them.. so you need to hope you catch them on a day when they feel like helping. Or you’re screwed. Good luck!