Frequently Asked Questions
Q: If I have sent an email to DMI how long will it take for me to hear back?
You will receive a response from a member of our team within 1-2 business days
Q: If I have left a voicemail for a DMI team member when can I expect to hear back.
You will receive a call back from our team within 1-2 business days
Q: How long will it take for me to be contacted after I have submitted a new referral to DMI?
For Early Intervention, Advice to Pay, Time Loss Occupational Claims, and STD (Short Term Disability) Claims you can expect to be contacted within 1-2 business days of the file being set up.
For LTD (Long Term Disability) claims you can expect an update within 10 business days of a new claim being set up.
Q: How long will it take for DMI to make a decision on my employee’s disability claim?
- Advice to Pay: decisions will be rendered within 3 business days of receipt of all required documentation.
- STD: decisions will be rendered within 5 business days of receipt of all required documentation.
- LTD: decisions will be rendered within 10 business days of receipt of all required documentation.
Decisions include Approve, Deny, or Pend and will be communicated to both the employee and employer.
Q: How frequently will I receive updates from DMI on my employee’s claim?
The exact frequency of communication on a particular file will vary as follow-ups are customized to the specific needs of the case. For Early Intervention, Advice to Pay, Time Loss Occupational Claims, and STD Claims follow-up will typically occur at least once every 2-4 weeks.
For LTD claims follow-up can be expected approximately every 4-6 weeks during the “Own Occupation” period of disability, and every 6 months once the claim has transitioned to the “Any Occupation” period.
Q: If I or my employee has submitted new documents to DMI how long will it take for these to be added to the file?
For Early Intervention, Advice to Pay, and Occupational Claim files new documentation will be added to the file and reviewed within 3 business days of receipt.
For STD and LTD Claims, new documentation will be added to the file and reviewed within 10 business days of receipt.
Q: My employee is approaching the Change of Definition date for their LTD claim. When can I expect to receive a decision on this?
Change of Definition (COD) Reviews are done at 6 months and 3 months prior to the COD date. Once the decision on COD is determined, it will be provided which can be as early as 6 months in advance of COD. COD reminder letters are sent at these intervals should a decision not be determined.
Q: What type of information can I expect to receive in updates from DMI?
For Early Intervention, Advice to Pay, STD, and LTD Claims all communication to Employers or other Stakeholders (i.e., Brokers, Partners) must be kept to functional updates and estimated timelines. We are not able to provide, discuss, or confirm any confidential medical information.
For Occupational (WCB) claims we will provide you with information on all WCB decisions including what is accepted on the claim, the treatment plan, and the associated restrictions and limitations. We will keep you apprised of anticipated timelines for a return to modified duties (if available) or alternatively a full return to work.