New Service Provider FAQs


Why did we change the service provider?

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.

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

Does Ellement, the new provider, have all my information?

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

Are my dependents covered?

Yes. All eligible dependents under your 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.

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 portals and the website.  

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 Spring 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”) transferred your benefits information, including your banking information for claims reimbursement.

Will my benefits be affected by this change?

While minor administrative and claims adjudication differences could exist, your pension and benefits remain unaffected. 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.

If you had coverage for benefits through Coughlin before the transition - November 1st, 2023 -, your drug card, identification number and policy numbers changed.

Make sure you inform your service providers to access your benefits successfully.

How do I submit claims?

On this website, you can access a comprehensive set of tutorials through the Answers Hub to show you how to navigate the new platforms that are part of the new services.

Learn how to submit claims in the mobile app

Discover how to submit your claim in the web app

Can I continue to use the drug card provided by Coughlin?

Effective November 1st, 2023, you must use the new benefits card provided by Ellement Consulting Group, which would have been sent to you before this date.

If you don't have your new card, please contact us.

Can I access my claims information through the previous portal?

No. You will have access to a new claims portal provided by Ellement, for which you will have to register.

Visit the Answers Hub to see how to register and use the Ellement web and mobile app.


Who can I call if I have questions about my pension?

Effective November 1st, 2023, you can contact Ellement with any questions about your pension.

You can schedule an appointment with Ellement for a virtual or in-person consultation to discuss your questions or concerns.

Book your appointment


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 participated in the pre-authorized payment program with Coughlin, your banking information was transferred to ensure a seamless transition to Ellement. Note that the timing of pre-authorized payments is now the 1st instead of the 15th of each month.

If you are a retiree self-paying premiums for monthly benefits and require further information, contact us or book an appointment virtually or in person.


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.