Managing your Group Benefits account

Life is busy!

So we’re here to help make using your benefits plan easy

We’ve expanded our digital services, so your Group Benefits account is now available anywhere, anytime, through our Plan member secure site.

Trouble signing in? Let’s find out why

Yes, everyone must register (the first time they sign in) to use their Group Benefits account. Simply go to the Site access page to register, and fill out all of the requested information. Then click ‘Submit’ at the bottom right of the page. That’s it!

First off, don’t worry. If you can’t remember or lost your password, we can fix that. Just follow these steps:

1. Go to the secure site and enter your:

  • Plan contract number
  • Member certificate number

2. Click on “I forgot my password” (located right under the 'Sign in' button). A Personal Verification Question (PVQ) will pop up for your to answer and confirm your identity. You would have set up PVQ when you first registered your account.

Once we confirm your identity, you’ll have a chance to reset your password.

For security purposes, it’s a good idea to change your password every 60 days or so. Here’s how to get that done:

1. Go to the secure site and sign in with your:

  • Plan contract number
  • Member certificate number
  • Current password

2. Once signed in, go to ‘My profile’ (in the top menu bar), look for the ‘Password’ section in the dropdown, and click ‘Change password’.

3. Enter your current password, then your new one, twice in the two fields provided. When deciding on a new password, remember that it:

  • must be 6-20 characters long
  • can’t include any special characters
  • is case sensitive

Sometimes after trying to use the wrong password several times, you’ll get locked out of your account. If that happens, don’t worry, please just call us (1-800-268-6195) and we’ll help you to:

  • Unlock your account
  • Get a new password
  • Set up PVQ

If when registering you set up Personal Verification Questions (PVQ), you may not actually need to call us. You’ll be asked to answer one of those instead. Then you will be signed in.

PVQ are helpful to have because they let us confirm your identity. Once answered, you can log in to the system, even if your account has been suspended. It’s faster too. You won’t need to call us. And, once logged in, you can simply follow the prompts to set a new password, and get your account rolling again.

Personal Verification Questions help us identify you

Personal Verification Questions require answers from you that let us verify your identity. When you register online, we suggest you choose PVQ that you will remember but others won’t guess the answers to.

PVQ save time and frustration because, if set up, you have better access to your account.

PVQ are generally set up when you first register your online account. There are 16 to choose from, but just three are needed. For example, you’ll provide answers to questions like:

  • “What is the last name of your favourite teacher?”
  • “What is the name of your first pet?”

After setting up your questions with your own unique answers, simply click ‘Submit’ in the lower right corner, and that step’s done.

If you can’t sign in, your account’s been suspended, and you don’t have PVQ, please give customer service a call 1-800-268-6195. We can help you generate a new password and set up your own PVQ so that you can more easily access your account in the future if you run into trouble signing in again.