Learn when to contact GreenShield and when to contact the board about your extended health plan.

Your extended health care plan is provided by the Public Service Pension Board of Trustees (the Board), acting as the plan sponsor, and is administered by GreenShield. When you have questions or concerns about the plan, it is important you know who to talk to in order to resolve your concerns and help you make informed decisions about your health care.

The roles of the Board and GreenShield in extended health benefits

The Board determines the plan design, including the levels of coverage, and determines the premiums paid by members. GreenShield is an agent of the board and administers the plan, adjudicating claims against the plan design determined by the Board.

While effort is made to ensure that claims made under the extended health care plan are adjudicated correctly, there are times when you may want to make an inquiry or escalate a concern.

When to contact GreenShield

If you have questions about your coverage, problems with GreenShield’s customer service, problems with submitting a claim or questions about the adjudication or payment of your claim, GreenShield is there to help.

• You can check your benefits coverage online.
• You can get help from GreenShield’s online assistance and frequently asked questions.
• You can reach a GreenShield customer service representative toll-free at 1-888-711-1119 or by email at customer.service@greenshield.ca, Monday to Friday, 8:30 a.m.–8:30 p.m. EST (5:30 a.m.–5:30 p.m. PST).

Escalating a complaint

If your question or concern is not addressed to your satisfaction, you may wish to escalate a complaint. Learn about GreenShield’s five-step complaint resolution process.

1. Contact customer service (as above)
2. Escalate to management—GreenShield will do this at your request
3. Contact the GreenShield Complaints Officer
   • a. Mail: GreenShield, P.O. Box 1606, Windsor, ON N9A 6W1
   • b. Email: complaints.officer@greenshield.ca
4. Contact the GreenShield Ombudsman
   • a. Mail: GreenShield, 5140 Yonge Street, Suite 2100, Toronto, ON M2N 6L7
   • b. Email: ombudsman@greenshield.ca
5. Contact an industry agency, such as OmbudService for Life and Health Insurance

When to contact the board

The extended health plan is an entirely different plan to what you may have been enrolled in by your employer before retirement.

The Board’s philosophy is that the provision of extended health care and dental coverage in retirement is intended to protect you against catastrophic health expenses, cover cost-effective medications, balance cost containment with effectiveness and leverage public programs.

If you have general feedback or concerns related to your overall service experience or plan coverage, such as premium costs or what services are covered, the Board welcomes hearing from you.

Coverage levels and premiums are determined by the Board, and member suggestions regarding coverage are considered during regular reviews of the plan design. If you would like to reach out to the Board regarding any of the issues listed above, you can do so by using the following channels:

• Email: pspbt@pensionsbc.ca
• Phone: 250-387-8200
• Mail: Pension Board Secretariat, P.O. Box 9460, Victoria BC, V8W 9V8