New Service Provider FAQs


Why are we changing?

The objective of the Trustees is to provide our members and their families with a health & welfare program which supports their needs and a pension plan that enhances their retirement security. As part of our continuous efforts to improve and enhance the services we offer to our members, we have carefully evaluated the capabilities of several benefit administrators before selecting our new provider. The change allows us to leverage the expertise and technology of an industry leader in the benefits field to better meet your needs.

When will it happen?

Effective November 1st, 2023, Ellement Consulting Group (“Ellement”) will begin administrating the Health & Welfare and Pension Plans.

Will all my information be transferred to the new provider?

Yes, Coughlin will transfer your information to Ellement. Privacy and data security is of utmost priority for both Coughlin and Ellement. Both providers will follow strict protocols to secure your personal and policy information.

Will my dependents be covered?

Yes. All eligible dependents under your existing coverage will remain unchanged and fully intact following the transition.

What do I need to do?

Effective November 1st, 2023, tell your service provider (dentist, pharmacist, etc.) that you have had a change of benefits provider and give them the postcard with step-by-step change instructions that will be included in your benefits package. If they have difficulties submitting your claim, have them call Ellement at 1-877-679-0088 or email at

When will I receive updated pension and benefit booklets?

Booklets are currently being updated to include the new provider’s information. Copies will be available electronically by contacting Ellement and will also be available on the portal and websites.  

What new services can I expect?

You will have access to dedicated platforms online platforms:

  1. Ellement App.
    Submit and track your medical and dental claims with ease using our user-friendly app. View your claims history, check your balances, and access your benefits card all in one place. Simplify managing your health benefits with us.
    Visit the Ellement App.
  2. Member portal (Coming in February 2024).
    Introducing the new platform - access your HourBank account balance, work history, dependants and more. Stay tuned for exciting features like a pension calculator and personal data editing.
  3. Virtual Healthcare.
    We now offer expanded virtual healthcare services for your convenience and well-being. Access our medical consultations and cognitive behavioural therapy from home, and our medical experts provide second opinions. We're committed to providing comprehensive healthcare solutions for your physical and mental health.
  4. The Electrical Industry of Ottawa Group Benefit and Pension Plan website.
    Through the new all-in-one website, you can access your health and pension benefit portals, the latest news, important information, forms and more. Everything you need is available in one place, making it easier to manage your benefits.

Health Benefits

Do I have to re-register for pre-authorized deposit?

You will not have to re-register for pre-authorized deposit as Coughlin & Associates Ltd. (“Coughlin”) will transfer your benefits information, including your banking information for claims reimbursement.

Will my current benefits be affected by this change?

While there may be minor administrative and claims adjudication differences, your current pension and benefits will remain unaffected.  If you are currently in coverage for benefits, your drug card, identification number and policy numbers will be changing effective November 1st , 2023, otherwise you can continue to rely on the same level of protection and service you have always enjoyed as a member of the Electrical Industry of Ottawa Trust Funds.

How do I submit claims?

If you are covered for benefits in September 2023, you will receive by mail a comprehensive benefits package before November 1st, which will provide you with information on how to submit claims.

Can I continue to use my existing drug card?

You can use your existing card until October 31st, 2023.  Effective November 1st, 2023, you must use your new benefit card, which will be sent to you prior to this date.  

Can I still access my claims information through the same portal?

No. There will be a new claims portal provided by Ellement, for which you will have to register. You will receive your username and temporary password in your benefits packages prior to November 1st, 2023.

The benefits packages will provide details on accessing and using the new portal and Ellement mobile app. You can also visit the Answers Hub to see how to register and use the Ellement web and mobile app.


What about my pension plan? Who do I call if I have questions about my pension?

Effective November 1st, 2023, you can contact Ellement with any questions about your pension.  Any pension related requests that were sent to Coughlin prior to November 1st and are still in progress will be transferred to Ellement for completion.


What happens to my pending claims or ongoing treatments?

Your pending claims and ongoing treatments will continue to be honored if your active coverage is maintained. There is no need to re-submit any pending or ongoing claim requests.

What happens if I participate in the pre-authorized withdrawal program?

If you self-pay and already participate in the pre-authorized payment program with Coughlin, your banking information will be transferred to ensure a seamless transition to Ellement. Please note that the timing of pre-authorized payments will change from the 15th to the 1st of each month with our new provider. You will receive additional information about this transition prior to November 1st, 2023. Retirees currently self-paying premiums for monthly benefits will receive special correspondence in the coming weeks.

What happens if I am receiving weekly indemnity disability payments?

If you are currently receiving weekly indemnity, your payments will continue with our new provider. To ensure uninterrupted payments during the transition period, Coughlin will issue you the equivalent of two weekly payments at the end of October to carry you into the first week of November. Your weekly indemnity payments will resume with Ellement on November 9th, 2023. Members currently on disability will receive special correspondence in the coming weeks.

What happens if I am receiving monthly pension payments?

If you are currently receiving monthly pension payments, they will continue with our new provider. To ensure uninterrupted payments during the transition period, Coughlin will issue your November pension payment on October 30th. Your monthly pension payments will resume with Ellement on December 1st, 2023. Retirees and surviving spouses will receive special correspondence in the coming weeks.


Can I book an In-Person Meeting with the Ottawa Ellement Team?

Absolutely! Ellement’s Ottawa office is located at 1150 Cyrville Road and their team members are available to meet with members in person to answer questions about their benefits and/or pension.  

Before going to their office, we ask that members schedule an appointment in advance so they can prepare themselves and use your time most efficiently.

Click here to book your appointment

What should I do if I have questions or need assistance during the transition?

Feel free to reach out to Ellement’s dedicated customer support team for any questions or assistance you may need. They are here to help you navigate through this transition smoothly.

See all our contact details, or book an appointment if you have questions about your benefits.