World Access FAQ Session

1. World Access FAQ Session Presented To: University of Windsor

2. Who is World Access Assistance Procedure Claims Procedure Tips Questions Agenda This document and its contents are confidential and cannot be disclosed to any other party without permission of World Access.

3. World Access Corporate Structure NYSE “AZ” Paris, France This document and its contents are confidential and cannot be disclosed to any other party without permission of World Access.

4. Canadian Operations World Access Canada

5. Canadian Operations (World Access Canada) • 24/7/365 Kitchener, Ontario • Approx 250+ employees • 50 experienced claim adjusters • 15 medical case management nurses • Multilingual response – 17 languages This document and its contents are confidential and cannot be disclosed to any other party without permission of World Access.

6. Pre-trip assistance Emergency Medical Assistance Emergency Message Centre Emergency Cash Transfer Emergency Legal Referral Lost Document Assistance Emergency Translation Services Medical Case Management Emergency Evacuation Cashless Medical Services Claims Payment Recovery – GHIP submission Co-ordination of Benefits Green Shield Member Services This document and its contents are confidential and cannot be disclosed to any other party without permission of World Access.

7. Member Cases • Member calls WA – needing to seek treatment • WA offers referral • WA makes billing arrangements with provider • WA medically monitors case – approval for any investigative/invasive treatment • WA assists member to get back to Canada if necessary/appropriate • Claims come directly to WA – negotiated and paid • GHIP Recovery done by WA • Coordination with other insurance done by WA This document and its contents are confidential and cannot be disclosed to any other party without permission of World Access.

8. Assistance Services Pre-trip and Emergency

9. Pre-Trip Preparation • Pack your Green Shield wallet card with the World Access Emergency phone number on it and your WAC booklet • WAC booklet can be downloaded by visiting: www.uwindsor.ca/hr - then by choosing “Benefits” • If you will be travelling outside of North America call World Access for the international dialing codes required to call Canada from your destination • Inquire if there any Canadian Travel Advisory’s for your destination Country • Ask any benefit questions prior to leaving • To confirm coverage you need to verify with Green Shield directly This document and its contents are confidential and cannot be disclosed to any other party without permission of World Access.

10. Medical Emergency • Evaluate your emergency • If immediate medical assistance is needed then call for an ambulance (911 where applicable) • Once at the hospital call World Access to open a case or have a family member call on your behalf • If immediate attention isn’t needed call World Access to open a case prior to seeking medical treatment This document and its contents are confidential and cannot be disclosed to any other party without permission of World Access.

11. Why contact World Access? • Assist in finding an appropriate level of medical care – clinic, hospital • When possible World Access will arrange billing prior to your visit • Able to inform clinic/hospital you are coming in prior to visit • Provided a case number to reference your emergency • Medically manage the case to ensure procedures and practices are eligible for coverage This document and its contents are confidential and cannot be disclosed to any other party without permission of World Access.

12. Hospital A Hospital B One City in Africa, Two Hospitals Thanks to thorough provider credentialing, World Access knows to choose Hospital B. This document and its contents are confidential and cannot be disclosed to any other party without permission of World Access.

13. Case Opening • 10-15 minutes to open • Requires full details (OHIP number, Green Shield Number, date of birth, contact numbers, etc) • Privacy statements will be advised • Investigative and Intrusive Procedures must be approved in advance • World Access will monitor your case with hospital staff to ensure procedures are eligible • Call 1-800-936-6226 or 519-742-3556 to open a case This document and its contents are confidential and cannot be disclosed to any other party without permission of World Access.

14. Claims Procedure

15. Submitting Claims • Claim forms will be sent to home address • Advise if you wish them sent elsewhere at case opening • Forms available on the Green Shield Website • Submit claim forms, medical documents and all original bills to World Access • Keep copies of the bills for yourself • Mail forms to P.O Box 277, Waterloo, N2J 4A4 This document and its contents are confidential and cannot be disclosed to any other party without permission of World Access.

16. Inquiries Regarding Your Claim • Call 1-800-363-1835 • Email infocanada@worldaccess.com This document and its contents are confidential and cannot be disclosed to any other party without permission of World Access.

17. Claim Submission Tips • Delays occur when further documents or information is needed • 3 most common delays: claim forms, medical records, improper bills • If you are in a hospital obtain a discharge summary before leaving if possible • Requirements from the Canadian Government for reimbursement: • Original Itemized Bills • HCFA or UB92 bill if in USA This document and its contents are confidential and cannot be disclosed to any other party without permission of World Access.

18. When a Claim is Processed • World Access will negotiate the bill with the provider to obtain preferred rates • If payment of the claims are outstanding cheques will be issued directly to the provider • You will receive an Explanation of Benefits advising of any discounts and total payment issued. • If you have paid the claim payment will be issued by cheque to your home address • Proof of payment should be submitted to World Access with your claim This document and its contents are confidential and cannot be disclosed to any other party without permission of World Access.

19. Received Partial Reimbursement • Items may not have been covered under the policy • Items might have been covered under your regular Green Shield Plan and forwarded to Green Shield directly for processing (ex. Extended Healthcare Benefits) • Some bills processed while others still awaiting documentation (ex. Proper bills) • Questions call 1-800-363-1835 This document and its contents are confidential and cannot be disclosed to any other party without permission of World Access.

20. Received a Bill from a Collection Agency? • Billing departments are not always located within the medical facility • Payment issued but reminder invoice sent before reaching billing service • Bill may have never been submitted to World Access • Verify amount of bill to your Explanation of benefits • Call 1-800-363-1835 immediately • World Access will contact the collection agency and provider to rectify the situation This document and its contents are confidential and cannot be disclosed to any other party without permission of World Access.

21. Questions?

22. Adjournment Thank you for your time.