TELUS eClaims FAQs

TELUS health eClaims enable our therapists to directly submit insurance claims for massage therapy on your behalf. You may not have to pay out of pocket for what’s covered by your insurance.


eClaims lets you bill your insurance provider directly for your Massago service, so you avoid having to pay the full price upfront. With direct billing, you only pay for the amount left over after your insurance has been applied. eClaims is made available by TELUS Health.

Yes, if your insurance provider is included in the list below. eClaims works with most of Canada’s popular insurance providers, and TELUS Health continues to onboard more providers. If you don’t see your provider listed, you can still enjoy a massage, get a receipt from the RMT, and submit it to your provider manually.  

Full list here >

If your benefits don’t cover the full amount, the remaining balance will be charged to your credit card.

It depends on your insurer and your plan. Most insurance providers pay the RMT directly. You’ll know as soon as your claim is submitted. Your insurer will respond with details about your claim. In the case that the insurer pays you directly, Massago will charge your credit card for the full amount of the service and your insurer will reimburse you.

Yes. In addition to the person who holds the coverage, eClaims supports claims for the following dependents:

  • Spouse
  • Child
  • Disabled dependent
  • Child and part-time student
  • Child and full-time student
  • Domestic partner


Some of the more common reasons are:

  • You incorrectly entered your insurance details.
  • Your provider doesn’t cover you for massage services.
  • There was an internet connection issue at the time the claim was submitted.

If you have questions about why your claim was rejected, it’s best to reach out to your provider first. But our Customer Care team is always available by text, email, or phone at 289-512-5138.

Some insurance providers won’t accept claim submissions after 8:30 pm. So we’ve adopted this cut-off time for all our bookings to keep things simple. If you opt for eClaims when booking your appointment, you will be limited to appointments that end prior to 8:30 pm. If you want to book a later time, just deselect direct billing. We’ll charge your credit card for the appointment, and you can submit a claim to your insurance company manually.

This is currently not an option (but TELUS Health is working on it). You will be issued a receipt from your RMT, and any remaining balance can be submitted to your second benefit plan.

eClaims is a recent addition to our offering at Massago, and it will take some time before all of our therapists have been onboarded with the new system.

Coverage and Prescriptions

No. You’ll need to contact your insurance company to find out how much coverage you have. Massago doesn’t have access to your coverage information.

Some benefit plans require a medical prescription for massage therapy. If you’re not sure whether your claim requires a prescription, you can check your insurance booklet or ask your plan administrator. The prescription goes to your insurer, not to Massago. When filling out the insurance form on the Massago app, just answer Yes or No when asked about a prescription.

You must have a valid prescription that meets the conditions of your plan policy for your claim to be processed successfully. If the prescription has expired, you will need to get a new one.

Massago Inc.
26-2 Orchard Heights Blvd.
Aurora, ON L4G 3W3
Phone: 416-640-2431

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