Frequently Asked Questions

The Green Shield Plan Member Online website tells me that I don’t have access rights to visit the website.

Have you completed your benefit enrolment on the Live Well at Accenture website more than 7 days ago? It can take up to 7 days for Green Shield to receive your choices and until then, they do not have your health and dental elections.

It may be a temporary situation with the website, if you have been experiencing this for a while and the above situation does not apply to you, contact CanadaHRBenefits@accenture.com.

My claim was declined; why?

Claims can be declined for a variety of reasons, however, provided you do have coverage with Accenture, the place to get more information on a declined claim is with your insurance provider Green Shield as they are the ones who, ultimately, process all health, dental and HCSA claims. Declined claims are often actually in a “pended” status and are in need of additional or different information. Green Shield representatives will walk you through your specific situation and obtain resolution. (Please note that requests to Peopleline and other internal support lines will delay a response. If your question has not be satisfactorily resolved by GSC please email CanadaHRBenefits@accenture.com.

Be mindful of your plan’s coverage maximums and the type of services covered under your plan. We recommend that, before any big claim or any claim you haven’t done before, you review the Benefit plan booklet or contact Green Shield at 1-888-711-1119 to ensure coverage is offered.

I’m being told by Green Shield that I have no coverage even though I have just completed my enrolment

There is a time delay of up to 7 days between information updates (such as enrolment and life event changes) on the Live Well at Accenture website and information being available in the Green Shield system. Your coverage, however, is active on the date of the change. Green Shield representatives can answer general questions or please see coverage details in the Benefits Booklet on Live Well at Accenture website: (https://livewellcanada.accenture.com/).

Once the coverage is active on the Green Shield site, you will be able to process or, in the case of a declined claim, reprocess the claim. Contact Green Shield directly at 1-888-711-1119 for any claims questions.

I was told I needed to update my Co-ordination of Benefits; how do I do that?

If you and your dependents are covered under more than one health and dental plan, it is important to let both insurance know that you are also covered under another plan to maximize reimbursements for your expenses.

To update your Co-ordination of Benefits, you can declare a life event on the Live Well at Accenture website (Gain or Loss of a Spouse’s coverage) provided you are still within the 31-day window from the acquisition of the other coverage. The update is done when selecting your medical and dental coverages, simply reselect your option and check off the appropriate boxes.

Why are my children not being covered if I added them to my plan?

If you added them within the last seven days, it may simply be that Green Shield has not yet received the update. Once it has been seven days or more, you may check the Green Shield plan member online site to see the update reflected, then submit or resubmit your claim for processing or contact Green Shield for assistance.

Adding names to your dependents list is not the only step to covering your dependents, you must also link them to the coverage by re-selecting your Medical and Dental as needed and indicating that your new dependent is to be covered on them. Failure to do so will only add your dependents name to the list of people under your care without adding them to the coverage.

Is [Particular type of service] covered by your health and/or dental plan?

Please see your Benefits Booklet for information on your health and dental coverage. If you need further information, contact Green Shield at 1-888-711-1119.

My Personal Information is incorrect: how to update it?

Personal information, which includes Address, Language, Date of Hire, Date of birth, Province of residence, Employee number, Name and gender can be updated via workday.accenture.com.

I have updated my home address on my personal file, but Green Shield still has the incorrect address; why?

There is a delay of up to 7 days from the time your employee profile gets updated and the time the Live Well at Accenture website receives the update. Similarly, there is also a delay between the Live Well at Accenture website being updated and Green Shield plan member website receiving the update. In general, it can take up to 7 business days for any change to be reflected across all your files.

I’m expecting a child/getting married/adopting/ by the end of the next month; can I add them to my plan?

Any and all life events can only be declared from the date of the event onward. If you experience a life event on June 15, you can only declare it on or after June 15^th even if you know the date of the event prior to it happening (a wedding for example).

Because certain events cannot be declared the very day they happen, you are given 31 days from the date of the event to declare it online. It is important to declare an event within its window as failure to do so means you will only be able to make changes or add dependents during the next eligible life event or at annual enrolment in the fall.

What is my Policy/Contract and Certificate number?

There is no policy or plan numbers for your health and dental coverage. For health and dental, your benefit ID number is: ACN-[Employee ID]-00
Your benefits ID number as a Retired employee with Green Shield is: ACX-[Employee ID]-00All you need is the number on your Green Shield benefits card to submit claims.

I have just added a dependent to my coverage; can I get a new card for benefits?

Benefits cards are not automatically generated when life events are declared, or dependents added. You will need to wait for Green Shield to receive the update (around 7 business days) and then you can contact them to request a new card at 1-888-711-1119 or https://onlineservices.greenshield.ca/Accenture.

I just completed my Enrolment; can I make sure it was done properly?

On the Live Well at Accenture website, there is a section called “Confirmation Statements” under “Flexible Benefits”. If you completed a New Hire Enrolment or a Life Event, you will be able to see your Confirmation Statement by clicking the “Current Coverage” button.

If you completed an Annual Enrolment, the confirmation statement for your choices is going to be under the “Upcoming Coverage” button.

I am about to leave the country on personal travel; how does the Emergency Travel Assistance coverage work? Do I have one?

Coverage under the extended health plan includes emergency travel assistance coverage. This coverage provides you and your covered dependents for emergency medical and travel assistance while travelling outside the province/country.

Information on who to contact while outside the province/country, what numbers to use and general coverage information are available in the Benefits Booklet and the back of your benefit card. For additional information, please reach out to Green Shield at 1-888-711-1119.

My child is returning to school in [month] and has already been accepted; can I add them to my coverage?

Much like any other life event, a child’s return to eligibility can only be declared from the day they return to school. The life event date is considered the first day back to school, not the day the student is accepted in school. If your child receives an acceptance letter in June and their first day back to school is August 28^th, then you will be able to declare that event on August 28^th and in the following 31-day window.

How do I opt-out of the Long-Term Disability Coverage?

Certain benefits require mandatory participation. Basic Long-Term Disability, Basic Life insurance, Basic Accidental Death & Dismemberment and CORE Extended Healthcare are mandatory coverage that cannot be declined.