--000000000000990287064c49d04c Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hey Marc To submit invoices to SGI, we must use the HCAI portal. Getting set up in this protal was a lengthy process and once completed, involved registering with the Financial Services Regulatory Authority of Ontario as well. Without this latter registration, HCAI will not forward the invoices to SGI. The registration process for the FSRA is still pending. If SGI refuses to pay, I think we should just write it off. I have now had a few conversations with Andres and he is unwilling to settle the amounts owed. I feel pressing the issue may create a negative PR situation. Best regards, * Timon Page * General Manager, Ontario timon.page@thekey.com Mobile: (437) 223-0841 TheKey.ca On Thu, Mar 5, 2026 at 11:10=E2=80=AFAM Marc Atkinson wrote: > Hi Timon, > > Thank you for forwarding the email from Andrea Marroquin. > > Billing can address the question regarding the invoice generation. Could > you please confirm when the invoices were submitted to SGI, as well as th= e > date and method used to submit them? > > Regarding the delay in billing, I believe it would be best to be > transparent and explain that we initially did not know where or how the > invoices needed to be submitted. Once we identified the correct submissio= n > process, we were able to send them. > > At this point, I am unsure whether SGI will approve payment, but I would > still like to provide Andrea with this information and see how she respon= ds. > > Additionally, could you confirm whether there is virtually no chance that > the clients would be able to pay the balances privately? If SGI ultimatel= y > responds that they cannot pay or that the invoices will require further > review, it may make sense to write off the balances. If the clients are > unable to pay privately, sending the accounts to a third-party collection= s > agency would likely not be productive. In that case, we could write off t= he > balances and, if payment is eventually received from SGI, reverse the > write-off and record it as a recovery. > > Finally, it would be helpful to have a clear understanding of SGI=E2=80= =99s > invoice submission process in case we work with them again in the future. > > Thank you! > > Regards, > > Marc Atkinson > Team Leader > Customer Contact & Collections Center > 866-226-1702 - Main Line > 239-264-1290 - Direct Line > marc.atkinson@thekey.com > > [image: logo-the-key.svg] > On Wed, 4 Mar at 11:09 AM , Timon Page wrote: > > Hey Marc > > I forwarded an email from their insurance adjuster earlier this morning. > Did you get it? > > Best regards, > * Timon Page * > General Manager, Ontario > timon.page@thekey.com > Mobile: (437) 223-0841 > TheKey.ca > > > > > On Wed, Mar 4, 2026 at 9:48=E2=80=AFAM Marc Atkinson > wrote: > >> Hi Timon, >> >> We wanted to touch base regarding the account balances of $1,124.13 and >> 1,264.65 for Hernan Yepes and Blanca Munoz. >> >> Sinc