GEneral questions

1.    Am I eligible for the health plan? 

You are eligible for the undergraduate student health plan if you are a full-time student in any undergraduate program or the education program at Ambrose University. 

 

2.    How much does the plan cost, and how do I pay?

The health plan costs $246 per student and is included in your tuition/residence/student fees. 

 

3.    Where do I find my benefit card? 

To find your benefit card use this link (https://wespeakstudent.com/your-space) and then press “Student Benefit Card” underneath of the “Booklets” heading.  If that doesn’t work go to the WeSpeak website, select Ambrose University, press “Your Space,” then press “Student Benefit Card” underneath of the “Booklets” heading.

 

4.    What if I only came to Ambrose in January?
If you only came to Ambrose in the winter semester, you are charged half of the health plan fee and have coverage until next September. Your deadline to opt-out or change your program will be the end of January. PLEASE NOTE that after your half year of coverage runs out the following September, you are treated as a normal student. For example, if you came to Ambrose in January 2019, your health plan does NOT renew every January! You only paid for a half year of coverage, so you will need to opt-out or change your plan again in September 2019 and each September following. You will only ever have a January opt-out date if you are a brand new student in your first year.  
 

5.    What if I graduated in the fall semester? 

If you paid the full amount in September, your coverage will extend until August 31. 
 

6.    What if I am only taking two courses? 
If you are only taking two courses, you are not eligible for the health plan unless you are considered a special needs student with specific learning needs, where you qualify as a full-time student through student development, but you will need to email ASCfinance@ambrose.edufor further information so that they may advocate on your behalf to the health plan provider to have you considered under the health plan. 

 

7.    How do I find student discounts?

To find discounts use this link (https://wespeakstudent.com/your-space) and then press “Student Benefit Card” underneath of the “Booklets” heading.  If that doesn’t work go to the WeSpeak website, select Ambrose University, press “Your Space.” When you scroll down, you will see a map of Calgary displaying all of the providers that offer student discounts. On the left-hand side, you can filter the display results to show only the type of service(s) that you are looking for.  **To be safe, call and confirm this discount with the provider before you go, so as to avoid any confusion!** 

 

8.    How do I add dependents (children/spouses) to my plan? 

You must add dependents to your plan during the opt-out period. If the opt-out period passes and you did not opt out, only you will be covered by your plan. To do this go to https://wespeakstudent.com/home/44-ambrose-universityand select the box that says, “Choose your plan/family opt-in/opt-out”. From here, follow the steps required to add the members of your family to the health plan. Make surethat you get an email confirmation after this process and that all of the information on this confirmation is accurate. For your own health plan fee, you will be charged as per usual through your student account, but for the additional people, you will be charged for the family addition online via credit card. Typically, if you add a dependant to your account you will be charged 1.5 times the amount it costs for just you on top of your own premium and if you are adding anymore dependants, 2 or more, it cost 3 times the amount for you individually on top of your own premium. For example, if the single student premium is $248, for you and one other dependant it would cost $620 (248 + (248*1.5)). 

 

9.    If I am in the Education Program, am I covered by the undergraduate or seminary health plan? 

The education program is covered by the undergraduate health plan. **Please make sure you opt out of the correct health plan.** You should be receiving an email confirmation from WeSpeak Student;  notGallivan & Associates. 

OPT - OUT QUESTIONS 

10.    How can I opt out?

You are able to opt out of the health plan until September 30, 2018.This is a very firm deadline, as there will be emails sent out, information booths set up, and posters throughout the school. It is the student’s responsibility to ensure that they are informed and that they remember to meet this deadline. The opt-out process is completed by visiting https://wespeakstudent.com/home/44-ambrose-universityand pressing the box that says “Choose your plan/family opt-in/opt out.” From here, select the option to opt out again and complete the form that follows. If you input your banking information, you should receive a direct deposit in November, and if you do not put in your banking info, you will receive your refund by cheque. 

 

11.    Why can’t I opt out of the health plan?
You will not be able to opt out of the health plan if you cannot provide sufficient evidence that you have coverage by other means. This could be through your parents, spouse, or through other employment. You must be able to provide WeSpeak with this proof during the opt-out process, or else your opt-out will not be accepted. Please note that even if you get an email confirmation saying that you have opted out this is only confirmation that you completed the process. WeSpeak still has to review your confirmation and – though this is rare - if you were not successfully opted out of the health plan, you will find out when you do not receive opt-out reimbursement. If this happens to you, please contact ascfinance@ambrose.edu.
  

 

12.    When will my opt-out reimbursement come in? 

Unfortunately, the opt-out reimbursement is not immediate. Usually, the direct deposit opt-outs are received in November around the time of reading week; the cheques arrive shortly after. If you entered your banking information in the opt-out form in September you WILL NOT receive a cheque – please check your bank accountfrom November to ensure that you did not receive your refund before you contact ascfinance@ambrose.edu. If you asked to receive a cheque, you will be emailed, so please wait until you receive that email to ask for your reimbursement. If December rolls around and neither of these situations applies, thencontact ASCfinance@ambrose.edu.  

 

13.    Why is my reimbursement not for the full $246 that I paid? 

For liability reasons, when a health plan is being offered at a post-secondary institution, even when you opt-out, some of that premium is withheld to provide you with accident benefits, travel insurance, and the student assistance program (this includes benefits related to mental health, the virtual doctor, and more). For more information, please use the live chat function at https://wespeakstudent.com/home/44-ambrose-university.
 

14.    How do I know my opt-out has been confirmed?

You will know when you have successfully completed the opt-out form when you receive an email confirmation, butyou will not know for sure if your opt-out was successful until you receive your reimbursement.  Unfortunately, ASC does not have access to the information as it comes available, so if you want to know sooner then that, please use the Live Chat option at https://wespeakstudent.com/home/44-ambrose-university and ask the service agent there.

COVERAGE & CLAIM REIMBURSEMENT QUESTIONS

15.    What is covered in my plan? 

To view your plan coverage, visit https://wespeakstudent.com/home/44-ambrose-universityand click “Plan Overview” on the right side and the page will bring you to an overview of all four health plan options. If you scroll down further, the page will bring you to a more in-depth description of what each plan covers within each category of coverage. 

You can see how much coverage you have left in each category by logging into your ClaimSecure e-account (https://www.claimsecure.com), go to the tab that says “My Coverage,” press “View my Plan Coverage,” and from there you can select the category of benefits and the subcategory. The page will show you how much you have spent in that category and how much coverage you have left. **Note: to view drug and dental coverage, you may have to do some research to find out the prescription numbers, or the dental procedure numbers, but it is doable.  

 

16.    How do I change my plan? 
You are able to change your health plan until September 30, 2018.This is a very firm deadline, as there will be emails sent out, information booths set up, and posters throughout the school. It is the student’s responsibility to ensure that they are informed and that they remember to meet this deadline. The process is completed by visiting https://wespeakstudent.com/home/44-ambrose-universityand pressing the box that says “Choose your plan/family opt-in/opt out.” From here, select the option to change your plan, review what each plan entails, and complete the form that follows. If you would like to confirm that your plan has successfully been changed, you can ask the agent in the live chat function at https://wespeakstudent.com/home/44-ambrose-university.

 17.   Can I combine my coverage with my parent’s/work’s/spouse’s plan? 
Yes, you can! This can easily be done by putting information in anywhere it says C.O.B. meaning “Coordination of Benefits.” When submitting a claim, simply click the checkbox and put in the amount paid by your other insurance provider in Step 3. 

18.    Am I covered over the summer? 
Yes, the coverage extends from September 1 – August 31 each year. 

 19.    How can I see how much coverage I have left in each category?
You can see how much coverage you have left in each category by logging into your ClaimSecure e-account (https://www.claimsecure.com). Go to the tab that says “My Coverage,” press “View my Plan Coverage,” and from there you select the category of benefits and the subcategory. The page will show you how much you have spent in that category and how much coverage you have left. **Note: to view drug and dental coverage, you may have to do some research to find out the prescription numbers, or the dental procedure numbers, but it is doable.  

 20.    Why do some providers accept my plan for direct deposit and others don’t? 

WeSpeak and ClaimSecure are smaller companies so many smaller health care providers do not have the direct deposit system set up, as they would for a larger company like Blue Cross. Pharmacies and dental clinics are usually able to do direct deposits, claims for paramedical practitioners (massage, chiro, physio, etc.) are usually dependant on the size of the provider, and vision claims almost always need to be paid for through the user and then reimbursed through ClaimSecure. 

21.    How do I get reimbursed for claims?

There are a few ways to get reimbursed for claims. There are videos, manuals, and examples all on WeSpeak’s website and can be accessed here: https://wespeakstudent.com/your-spaceand then click “Submit your claims” on the tab bar at the top of the page. ClaimSecure also has a free app that can be downloaded from the app store. Claims can be submitted by mail as well. If you have any issues, read the rest of the questions here, and if that is not helpful, it is best to use the live chat function available on the WeSpeak website. 

 22.    What should I do if my claim is denied? 

If your claim gets denied, press on the denied claim and in the summary section, there will be a section that says "Messages" and here it should explain why your claim was denied. If it does not, or the information is unclear, use the WeSpeak Live chat option at https://wespeakstudent.com/home/44-ambrose-university and talk to an associate there to get more information. If you are still having issues, then contact ascfinance@ambrose.edu.

 23.    Why is my claim red after I submit it? 

If your claim is red after submission, this means that you have not fully completed the claim because you likely have not attached a receipt. This is a glitch in the ClaimSecure system that they have yet to fix - in order to attach a receipt (which is often required), you must press submit first and then add the receipt when it gives you this red error warning. For the desktop or web browser version of ClaimSecure, press the red claim and at the bottom; there will now be a section that says "Uploaded Documents." Press this and choose to add a photo or PDF of your receipt. This method is easier if your health provider has emailed the receipt to you. If you received a paper receipt, I recommend using the ClaimSecure app. Here it works the same way, you just choose to upload a photo from your phone's camera roll after submitting the receipt.

24.  Why do I have to attach a receipt sometimes and other times not? 
More often than not, you will have to attach a receipt. This is usually because: 1- you are using a new provider (for example, a new chiro clinic or new pharmacy) and claim secure needs to verify the provider and your costs before you can receive a reimbursement, or 2 - the amount you submitted to be reimbursed for is greater than the maximum for automatic reimbursement (example - the maximum amount for an initial chiropractic assessment is $100 for automatic deposit, but costs $120 at your provider.  If this is the case you will have to wait for the claim to be reviewed).

If you are consistently going for appointments (for example regular physio treatments) you likely will not have to submit a receipt after the first few times because the system will have already verified your provider and your appointments. 

 25.  What does C.O.B mean? 

Please see question 17. 

26.  What does it mean when my claim is pending or on audit?

If your claim is pending or on audit, that is usually because: 1- you are using a new provider (for example, a new chiro clinic or new pharmacy) and claim secure needs to verify the provider before you can receive a reimbursement, or 2 - the amount you submitted to be reimbursed for is greater than the maximum for automatic reimbursement (example - the maximum amount for an initial chiropractic assessment is $100 for automatic deposit, but costs $120 at your provider.  If this is the case you will have to wait for the claim to be reviewed).

 27.  How long does it take to be reimbursed for a claim? 

*Please read questions 26 and 28 for more information* If your claim qualifies for automatic reimbursement, then within a business day or so you will get an email saying that a deposit has been sent to your bank account, and then within a few days the money should be submitted through direct deposit into your account. If it is a first time or irregular payment, the claim could say “pending” or “on audit” for 5-10 business days before you receive the email about the deposit being sent to your account. Again, after that email is received, it will be another day or so before you receive the money. 

 28.  How do I know if I have been reimbursed?

After your claim has been submitted, if it is a more regular claim (like regular massage or physio) or similar to one that you have made before, as soon as you submit the claim where the summary says "Status" it may be switched automatically to "paid." Within a business day or so you will get an email saying that a deposit has been sent to your bank account, and then within a few more days the money should be submitted through direct deposit into your account. If it is for a first time or an irregular claim that requires review from someone at ClaimSecure, you will also receive an email that a deposit has been sent to your bank, but if your claim is for some reason denied, the balance presented in this email will be $0.00.If you feel that it has been a long time since you submitted a claim and you haven't received that email, you will have to log into your e-account on ClaimSecure, go to the "My Claims" tab, select "View Claims”.  There you will be able to see a summary that includes the status of each claim. If it is still pending, don't worry - sometimes it takes a while. If it is denied and there is not a message as to why after clicking on the claim, use the Live Chat function found in the grey boxes at https://wespeakstudent.com/home/44-ambrose-university

29.  Who do I contact if my question is not answered here? 

If you have looked through all of these questions, and cannot find an answer to yours, please email ascfinance@ambrose.edu.