Inquiry Support Model: GreenShield

GreenShield has two key resources available to support members on a self-service basis:

• GreenShield+ is an online portal that can be used to check enrolment, benefits coverage, submit claims, and review claims status/history. Access this portal through the website or download the app for your mobile device.
• The Support Centre provides information about how to submit a claim, obtain travel assistance, understand coverage available.

The University of Waterloo has resources available on the Human Resources website to support members on a self-service basis:

• Review the frequently asked questions for benefits, where common questions about plan coverage are addressed
• Detailed Extended Health and Dental Benefit Information on our website may be helpful in understanding plan coverage
• Use the HR Chatbot for general information inquiries regarding plan coverage

In addition, you can access your information in Workday to ensure it is correct or requires updating (e.g., personal information, including name, date of birth, gender, etc., either for you or your eligible dependents). We have Workday User Guides for support on how to make important changes or look up your personal information.

If you need assistance with navigating Workday or updating your information, please contact Human Resources at hrhelp@uwaterloo.ca or at 519-888-4567 x45935. Note that any changes applied to your pertinent details are provided to and loaded into GreenShield’s system on a weekly basis.

If your information in Workday is accurate, and you are still experiencing challenges with your extended health and dental benefits, review your GreenShield account for accuracy.

If you still require assistance about your coverage or a claim, including processes (e.g., predeterminations, coordination with provincial plans, prior authorization process, etc.) or updating your address or direct deposit information, please proceed to Step Two.

GreenShield agents are committed to responding to your call inquiry promptly. Please allow an adequate response time for GreenShield to review and address your inquiry. Note: An e-mail query response may take more time.

• Toll-free within Canada at: 1-888-711-1119
• Available Monday to Friday from 8:30 a.m. to 8:30 p.m. EST.
• Email: customer.service@greenshield.ca
• Learn more about GreenShield's Customer Complaint Resolution Process

Green Shield Travel Assistance

If you encounter a medical emergency while travelling, please contact GreenShield:

• Toll-free within Canada at: 1-800-936-6226
• Collect with operator assistance: 0-519-742-3556
• Available 24/7/365 (including holidays)

GreenShield’s Travel Assistance agents are committed to support you through your medical emergency as it relates to benefit coverage available and supporting processes.

Important! Remember to quote your identification number on your benefits card (WTL + Employee ID) so that agents can review your records and provide you with necessary support.

If further assistance is required, please proceed to Step Three.

When contacting Human Resources, provide as much detail as possible to enable support (e.g., claim type, information sent to and received from GreenShield).

• Phone: 519-888-4567 x 45935
• Email to: hrhelp@uwaterloo.ca

Human Resources is available Monday to Friday from 8:30 a.m. to 4:30 p.m. EST and is committed to acknowledging your inquiry, typically within 24–48 hours. The timeline for resolution will depend on the nature of the support required.

To support your inquiry, Human Resources works with GreenShield to review possible solutions. Human Resources may escalate inquiries internally as required.