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Hi Timothy,
"# **IMPORTANT Message from RBC**
**Online Insurance Update**
**Technical** **issues** **we** **have** **identified** **|** **Enrolment** **Information** **|** **Additional** **support**
On March 20, we launched [Online Insurance](https://www.rbcinsurance.com/salesresourcecentre/pdf/communications/rbci-gbs-online-insurance-pa-en.pdf), a new platform for plan members to view and manage their RBC Insurance ®coverage. With this upgrade, we have encountered the following technical difficulties:
1. Error preventing some users from accessing their Health Dashboard to submit claims
2. ‘Enrolment Incomplete’ message which appears after step 4 of the enrollment process
3. In some instances, a small amount of plan members may not be able to access the My Benefits App
Until these issues have been resolved, plan members can still submit a claim via the [My Benefits App](https://www.rbcinsurance.com/group-benefits/my-benefits/) or access claim forms via the RBC Insurance [Claims & Service page](https://www.rbcinsurance.com/group-benefits/claims-service.html) for manual submissions.
**Enrolment** **support:**
Unless a plan member already had access to Online Insurance by having other existing RBC coverages*, **they** **must** **first** **complete** **enrolment** **into** **the** **new** **platform**. They will not be able to login using their previous username & password credentials without first enrolling.
For further assistance, visit the [enrolment support page](https://www.rbcinsurance.com/group-benefits/new-sign-in-now-here.html).**
**Please** **note,** plan members that do not have an email address or phone number on file may encounter an error message during step 2 of enrollment. Plan administrators are advised to update their affected employee’s contact information via the Online PA Portal and then ask them to try again 24-48 hours later.
* Plan members will not be solicited to purchase other RBC Insurance products within Online Insurance. Online Insurance is no t a marketing tool and group clients will not be offered or asked to purchase any other insurance through this portal.
* * We are experiencing high call volumes and are working to answer calls as quickly as possible.
**Alternate** **way** **to** **submit** **claims** **via** **Online** **Insurance**
If a plan member is experiencing issues with submitting a claim via Online Insurance. They can also:
1. Navigate to the main Online Insurance Dashboard
2. Click on the ‘Health and Wellbeing Resources tab at the top of the page
3. Click on the ‘Easy access to affordable eyeware tile’
This will direct plan members to their Health dashboard from which they can submit a claim.
#### ####
**Access** **to** **Lifeworks:**
Some plan members may find that the access link for Lifeworks is greyed out. **Please** **note**, upon enrolment, it may take several hours for this link to become active.
**Reminder:**
To enrol into Online Insurance, plan members are reminded to enter their complete policy number. Some policy numbers have an RBC prefix and four zeros (e.g., RBC00003047) which need to be included when completing the policy number field.
RBC Life Insurance Company.
®/TMTrademarks of Royal Bank of Canada. Used under licence."
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