--0000000000009e506d0647cda77f Content-Type: multipart/related; boundary="0000000000009e506d0647cda77e" --0000000000009e506d0647cda77e Content-Type: multipart/alternative; boundary="0000000000009e506c0647cda77d" --0000000000009e506c0647cda77d Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable All, I am respectfully requesting patience here. I have several email communications between client and insurer stating their entitlement (see one attached for reference). If we cannot bill the insurer directly the client will go elsewhere. I have worked with Green Shield in the past as a pharmacy manager and they are a large scale, reputable insurer. We have two new 24/7 clients in Winnipeg and I simply have not had time to stay on hold with Green Shield. As I mentioned, because it is a New Year the wait times are extraordinary. Green Shield recommended calling back tomorrow or Friday. This will get sorted out before week's end. Thank you, Dennis Fancy, BSP General Manager | Winnipeg, MB (204) 489-6000 TheKey.ca [image: TheKey] On Tue, Jan 6, 2026 at 2:59=E2=80=AFPM Timothy Thomas wrote= : > I tend to agree with Michele here. > > Will the insurance company reimburse the client retroactively? or perhaps > we can give a credit on future service once the funds are received? > > On Tue, Jan 6, 2026 at 12:42=E2=80=AFPM Michelle Schefter michelle.kenaga@thekey.com> wrote: > >> Hi Dennis, >> Thank you for the update and for continuing to work through the setup >> with Green Shield. @jeannie.ortiz@thekey.com = I >> have scheduled time for us to walk through this together with Dennis as >> this insurance is new and the onboarding team can help assist here. >> At this time, we are* not* able to hold billing or proceed with work >> based solely on notes in the client profile or verbal confirmation of >> entitlement. Before we can move forward with direct billing or assume >> coverage, we must have written confirmation from the insurance provider >> that clearly states the client is covered for services with TheKey under >> Green Shield, including confirmation of direct payment and applicable >> limits. >> In the interim, if we can not get something in writing, services may >> continue to be billed directly to the client. We are happy to refund the >> client once insurance payments are received and applied. >> Thank you for your understanding and partnership as we ensure this is se= t >> up appropriately. >> Thank you, >> >> *Michelle Schefter* >> >> Director of Finance | *TheKey* >> >> Phone: 408.837.0579 >> >> >> >> >> >> >> ------------------------------ >> *From:* Dennis Fancy >> *Sent:* Tuesday, January 6, 2026 10:20 AM >> *To:* Kristy Poyner >> *Cc:* bboxall@thekey.com ; kristy.poyner@thekey.com = > kristy.poyner@thekey.com>; matthew.benson@thekey.com > matthew.benson@thekey.com>; jeannie.ortiz@thekey.com > jeannie.ortiz@thekey.com>; tthomas@thekey.com ; >> michelle.kenaga@thekey.com >> *Subject:* Re: 177188 Marilyn Elliot - Set