Documentation centre for pharmacists
Our prescription for relevant information
Most frequently asked
If your question does not appear on this list, consult our FAQ.
How do I:
Reference Guides
- Pharmacy Manual(for suppliers outside Québec)
Compound policy
- Compound Submission and Eligibility Guidelines(for suppliers outside Quebec)
- Compound Submission and Eligibility Guidelines(for suppliers in Quebec)
- Compound Submission and Eligibility Guidelines(PSHCP) (for suppliers in Quebec)
Video resources
- Minor Ailments Demo(for suppliers outside Quebec)
If you do not find what you are looking for, please contact us below.
Did you know that the TELUS Health drug claims service is already used by 97% of pharmacies in Canada?
The TELUS Health drug claims service manages the payment of point-of-sale claim settlements. Use it to send and receive claim settlements and take advantage of numerous benefits:
- Determination of product eligibility for most requests
- Transaction conciliation
- Instant access to our database for employees and their dependents
- Instant confirmation of coverage
- Automated payment of each transaction from the bank account of your choice
- Complimentary access to our Pharmacy Support Centre where your questions and problems will be resolved
Our electronic claim settlement exchange service is offered to all pharmacies in Canada. We manage settlement claims on behalf of 15 Canadian insurers and payers and transmit more than 250 million drug claim settlements every year under our service offer.
FAQ on settlement claims
We have compiled the list of most frequently asked questions. If you do not find what you are looking for, please contact us below.
How can I obtain a provider number for my pharmacy?
What do I tell a client whose claim has been refused?
Who can contact the Pharmacy Support Centre for assistance?
How long does the average call last?
How many calls does the Pharmacy Support Centre receive each day?
Is the TELUS Health Pharmacy Support Centre able to amend a cardholder’s eligibility file or the status of a dependent?
What is the importance of date of birth?
When I contact the Pharmacy Support Centre to verify a date of birth, why does the Support Centre not provide me with the information?
Why is the relationship code important?
Why did I receive the “Quantity required” when settling a claim?
Are compound preparations covered?
How are professional fees calculated?
What happens when a pharmacy’s standard fees change?
I paid for a drug that is covered by TELUS Solutions. What should I do?
How much can pharmacists charge their customers?
Are there other fees pharmacists should charge their customers?
Why is the payment I receive sometimes less than the claim amount the pharmacist submits to TELUS Health?
Is the name appearing on the Assure™ card always the same as the policyholder under the plan?
My customer isn’t satisfied with his claim settlement. Whom should I contact?
Request a sales callback
Have any questions or ready to order?
Or call us at:
1 800 263-5876 option 2
Monday to Friday, 9 AM to 5 PM (EST)
Get technical support
Get in touch with a TELUS Health representative.
Or call us at:
1 800 263-5876
Available 24/7
Additional links
Kroll resources
Access training materials, videos, user guides and policy documentation
Documentation Center
Find information and reference material relative to drug claim