Insurance Claims and Direct Billing
We understand that navigating insurance reimbursement procedures can sometimes feel overwhelming or complicated. Our goal is to make that process as smooth and stress-free as possible for you.
We offer online Direct Billing with most of the Canadian insurers, so we can bill them directly for you. Kits.com supports direct billing with several insurers, including Canada Life, Alberta Blue Cross, and Simply Benefits.
Unfortunately, Direct Billing isn't an option if you are trying to enroll in our Autoship function; in our KITS+ Membership or if you would like to make the purchase through PayPal or ShopPay.
If you experience any issues while you are attempting to submit an order via Direct Billing, please reach out to our customer service team and they will be able to look into this for you. Some issues may be related to insurer operating hours, such as Canada Life (6:00 AM–10:00 PM EST) or Simply Benefits (Monday–Friday, 8:00 AM–5:00 PM PST). If the issue persists, consider submitting a manual claim.
If we can't direct bill with your health provider (such as SunLife or RBCI), you can submit a manual claim. For example, BlueCross Nova Scotia is not supported for direct billing. In such cases, follow the manual claim submission process outlined below.
To assist with this, we provide comprehensive, itemized receipts for all qualifying purchases. These receipts include the essential details typically required by insurance companies, such as:
Date of purchase
Product details (including prescription information, if applicable)
Pricing breakdown
Provider and customer information
Once the order is shipped, you will be able to download the receipt as well as an insurance form from your account. Once you log in, go to the My Orders tab and click on Details for the order number you want to get the receipt and insurance form for. Additionally, the itemized receipt will also be sent to your email for your convenience.
Once an order is submitted, direct billing can no longer be added to the order, you will only be able to file for reimbursement separately using the receipt.
Part of the details will already be filled from the order, you would just need to fill the insurance and patient details and then click on the Generate Insurance Form button.
These documents are designed to make it easier for you to submit your claim for reimbursement. If your claim is rejected, it may be due to ineligible items, such as KITS-branded colored contact lenses, which are generally not covered. Additionally, claims may be canceled if the insurer does not respond within the required 30-minute verification window. For insurer-specific details, such as Canada Life's policy/member ID mapping or Kits.ca's company information (address: 2955 Hebb Ave, Vancouver, BC V5M 4Y2; phone: 1-833-487-5487), please refer to the relevant insurer's guidelines.
Using FSA or HSA Cards
We accept FSA and HSA cards for eligible vision-related purchases, such as contact lenses and eyeglasses. Here’s how to use these cards:
Pay at Checkout: Use your FSA or HSA card as the payment method during checkout.
Keep Your Receipt: After payment, retain the itemized receipt for your records or for any documentation required by your FSA/HSA administrator. If you do not have a dedicated FSA or HSA card, you cannot use a standard medical insurance ID card as a payment method at checkout.
NOTE: Both the receipt and the insurance form become available once the package is marked as shipped.
For more details such as insurers we work with; hours of operation and other insurance related questions, you can access our page https://www.kits.ca/insurance.