1.0 General policies

Effective date: February 26, 2024

These are the general policies of the Indigenous Services Canada (ISC) Non-Insured Health Benefits (NIHB) Medical Supplies and Equipment (MS&E) benefits for eligible First Nations and Inuit. Use the general policies in combination with specific policies found within the guide and benefit lists in sections 2.0 to 13.0.

Table of contents

1.1 Introduction

Indigenous Services Canada (ISC)'s Non-Insured Health Benefits (NIHB) program is a national program that provides eligible registered First Nations and recognized Inuit coverage for a range of medically necessary health benefits when these benefits are not otherwise covered through private or provincial/territorial health insurance plans or social programs.

The NIHB program benefits include prescription drugs and select over-the-counter (OTC) medications, dental and vision care, medical supplies and equipment (MS&E), mental health counselling, and medical transportation to access medically required health services that are not available on the reserve or in the community of residence.

Items covered through the MS&E benefit are intended to address NIHB clients' medical needs in relation to basic activities of daily living (ADL) such as eating, bathing, dressing, toileting and transferring. MS&E benefits are covered for use at the client's place of primary residence.

Policies and guidelines are established in accordance with NIHB mandate and the mandate of the First Nations and Inuit Health Branch. NIHB benefit coverage is based on the recommendation of NIHB-recognized health professionals and is consistent with the best practices of health services delivery and evidence-based standards of care.

The guide and benefit lists contain policies related to NIHB's medical supplies and equipment benefits. Providers will be notified of changes through newsletters and bulletins, available on the Express Scripts Canada NIHB provider and client website. Clients will be notified of changes in the NIHB program update.

If you wish to enrol as an NIHB provider, refer to the provider enrollment webpage, found on the Express Scripts Canada NIHB provider and client website.

Providers and clients who do not have access to the internet can contact the NIHB Call Centre at Express Scripts Canada to request a copy of the documents mentioned above. All questions or comments regarding the MS&E Claims Submission Kit found on the Express Scripts Canada NIHB provider and client website, should also be directed to the NIHB Call Centre at Express Scripts Canada by calling their toll-free number at 1-888-511-4666.

1.2 Information for clients

Providers enrolled with NIHB are paid directly by the program so that clients do not have to pay out of pocket for eligible benefits. Before purchasing an item or a service, the client should confirm the following:

For information on client reimbursement, please refer to section 1.16.2 Client reimbursement.

1.3 Client eligibility

The provider must verify that the individual is eligible for benefits under Indigenous Services Canada's NIHB program and identify any other benefit coverage available to the client, if applicable.

To be eligible, a client must be a resident of Canada, and one of the following:

Refer to the Who is eligible for the NIHB program webpage or contact the NIHB regional office for more information.

More detailed information about Client Identification and Eligibility can be found in section 4 of the MS&E Claims Submission Kit, available on the Express Scripts Canada NIHB provider and client website.

1.4 Providers with MS&E specialties

Medical supplies and equipment specialty qualification information
Grouping Specialty Recognized practitioners
Audiology Audiology services and hearing devices
  • (AUD) Audiologist
  • (HIP) Hearing Instrument Practitioner or Audio-prosthetist or Hearing Aid Dispenser
Compression and burn garments Compression garments, hypertrophic scan (burn) garments, lymphedema compression devices
  • (CCGF) Certified compression garment fitter
  • (CBSGF) Certified burn scar garment fitter
Custom-made shoes and custom-made foot orthotics Custom-made shoes and custom-made foot orthotics
  • (CO(c)) Certified Orthotist by the Canadian Board for the Certification of Prosthetists and Orthotists (CBCPO)
  • (CPO(c)) Certified Prosthetist Orthotist by the CBCPO
  • (TOP) "Technicien en orthèses et prothèses" certified by the CBCPO or by "l'Ordre des technologues professionnels du Québec (OTPQ)" (Quebec only)
  • (Podiatrist) Podiatrist registered with provincial or territorial regulatory bodies
  • (Chiropodist) Chiropodist registered with provincial or territorial regulatory bodies
  • (C.Ped(C)) Canadian-certified pedorthist
  • (C.Ped) Certified Pedorthist with the title C.Ped, BOCPD registered with the Pedorthic Footcare Association (PFA) Canadian Chapter
Limb and body orthotics Limb and body orthotics – Class 2 (custom-fit) and Class 3 (custom-made)
  • (CO(c)) Certified Orthotist by the Canadian Board for the Certification of Prosthetists and Orthotists (CBCPO)
  • (CPO(c)) Certified Prosthetist Orthotist by the CBCPO
  • (TOP) "Technicien en orthèses et prothèses" certified by the CBCPO or by "l'Ordre des technologues professionnels du Québec (OTPQ)" (Quebec only)
  • (CHT) Registered occupational therapists and physiotherapists certified by the Hand Therapy Certification Commission, Inc. (HTCC) for upper limbs only
  • (Podiatrist) Podiatrist registered with provincial or territorial regulatory bodies
  • (Chiropodist) Chiropodist registered with provincial or territorial regulatory bodies
Prosthetics Breast prostheses
  • (CMF) Certified Mastectomy Fitter
Limb prostheses
  • (CP(c)) Certified Prosthetist by the Canadian Board for the Certification of Prosthetists and Orthotists (CBCPO)
  • (CPO(c)) Certified Prosthetist Orthotist by the CBCPO
  • (TOP) "Technicien en orthèses et prothèses" certified by the CBCPO or by "l'Ordre des technologues professionnels du Québec (OTPQ)" (Quebec only)
  • (CCGF) Certified compression garment fitter
Eye prostheses
  • (BCO) Board Certified Ocularist from the National Examining Board of Ocularists (NEBO)
Oxygen Oxygen supplies and equipment
  • (RRT) Registered Respiratory Therapist
  • (RN) Registered Nurse
  • (LPN/RPN) Licensed Practical Nurse/Registered Practical Nurse when within their scope of practice in their province/territory
Respiratory supplies and equipment Respiratory supplies and equipment
  • (RRT) Registered Respiratory Therapist
  • (RN) Registered Nurse
Low vision Low vision functional assessments and training programs
  • (LVS/CLVT) Low Vision Specialist/Certified Low Vision Therapist
  • (CVRT) Certified Vision Rehabilitation Therapist
  • (COMS) Certified Orientation & Mobility Specialist
  • (ATS) Assistive Technology Specialist

1.5 Terms and conditions of services

1.5.1 Advertising and promotion:

As an enrolled provider with the NIHB program, the following principles apply concerning advertising and promotion of MS&E:

  • The use of names, logos, symbols, service marks and trademarks of any department or branch of the government of Canada is prohibited
  • MS&E benefits are to be provided only upon request of the client. Promotional materials soliciting clients to obtain additional benefits are prohibited
  • NIHB MS&E benefit coverage policies will not be used in promotional materials
  • No reference should be made to NIHB coverage as "free"

1.5.2 Providers' responsibilities:

  • adhere to all criteria and policies as:
  • check the Express Scripts Canada NIHB provider and client website regularly for bulletins, newsletters and alerts
  • inform Express Scripts Canada immediately should any change of provider information occur by contacting the NIHB Call Centre at Express Scripts Canada
  • verify client is eligible for NIHB benefits and is not already covered by a public or private benefit plan
  • retain all applicable supporting documentation for benefit approval including:
    • prescription or written recommendation from an NIHB-recognized prescriber/recommender
    • medical assessments
    • order sheets
    • invoice from manufacturer
    • explanation of benefits
    • other documents as required by NIHB
  • assess client or review assessment provided by the prescriber to dispense the most cost-effective item to meet client’s medical needs
  • submit prior approval forms, found on the Express Scripts Canada NIHB provider and client website, completed in full with required documentation and obtain prior approval where required before dispensing the item
  • dispense items only when requested by client or caregiver
  • dispense items at a maximum 3-month supply at a time
  • claim reimbursement only after item(s) or service(s) have been dispensed to the client (in person or through trackable delivery) and it has been confirmed that the items have been received in complete functioning order (further instructions can be found in the MS&E Claims Submission Kit, on the Express Scripts Canada NIHB provider and client website)
  • advise clients of claim status and direct clients to the Express Scripts Canada NIHB provider and client website or NIHB for First Nations and Inuit website for coverage information as needed
  • maintain liability insurance which is standard with industry or regulatory bodies
  • assist clients with appeal requests
  • participate and cooperate in all quality assurance programs and procedures established by Express Scripts Canada or required by Indigenous Services Canada (ISC) including but not limited to:
    • peer review
    • providing credentials or re-credentials processes
    • complaint resolution procedures
  • abide by, comply with and carry out all determinations resulting from any quality assurance program or procedure
  • act in accordance with all applicable laws, and the standards of practice required by their professional regulatory authority
  • provide services to all clients who are eligible under the NIHB program unless, in the provider's reasonable professional judgment, such services should not be provided. In the event this occurs, the provider shall keep a record of the circumstances of the decision not to provide services to the applicable client
  • maintain records related to clients and their MS&E benefits coverage history for the period in accordance with all applicable laws, but not less than 5 years

1.6 Types of MS&E benefits

1.6.1 Open benefits

Open benefits are medical supplies and equipment that can be obtained without prior approval.

Client eligibility must be established before submitting a claim for any benefits. Providers can contact the Express Scripts Canada NIHB Call Centre at Express Scripts Canada at 1-888-511-4666 to confirm the client's eligibility. Once eligibility has been confirmed, claims may be submitted directly to Express Scripts Canada for payment. For instructions and forms to submit claims for reimbursement, refer to the NIHB Client Reimbursement webpage, found on the Express Scripts Canada NIHB provider and client website.

The following information must be kept on file:

  • prescription or written recommendation from an NIHB-recognized prescriber/recommender
  • manufacturer product code number, make/model of the equipment
  • assessment or written recommendation report from a health professional, if available

1.6.2 Limited use

Limited use (LU) benefits are medical supplies and equipment that require the client to meet specific criteria for coverage. To receive benefits in this category prior approval must be obtained from the NIHB regional office.

1.6.3 Exceptions

Exceptions are medical supplies and equipment that are not currently listed in the NIHB Medical Supplies and Equipment Guide and Benefit Lists for First Nations and Inuit. Coverage may be provided on a case-by-case basis for items not listed under exclusions. Prior approval must be sought with written medical justification from the NIHB regional office.

1.6.4 Exclusions

Exclusions are medical supplies and equipment that are not listed in the NIHB Medical Supplies and Equipment Guide and Benefit Lists for First Nations and Inuit and cannot be considered for coverage or appealed. Exclusions are items that do not fall within our mandate including but not limited to:

  • items used exclusively for sports, work or school
  • items for cosmetic purposes
  • experimental equipment and/or experimental therapy
  • therapy treatment (for example, Occupational Therapy, Physiotherapy, Speech Therapy, Chiropractic, Massage Therapy, etc.)
  • therapy equipment (for example, treadmills, exercise balls, etc.)
  • household items/products (for example, cleaning supplies, furniture, security systems, internet, etc.)
  • home renovations (for example, ramps, stair lifts, etc.)
  • medical treatment (for example, surgery, insured or not)
  • repair of items under warranty
  • environmental controls

Examples listed under general headings are not exhaustive. If unsure of coverage please contact the NIHB regional office. More specific, exclusions may also be found under each of the benefit lists.

1.7 Prescription requirements for MS&E items

Prescriptions and written recommendations from NIHB-recognized prescribers must:

Prescriptions and written recommendations must contain all of the following information:

Note that electronic signatures without a digital certificate or evidence that the signature was applied through a secure authentication process (for example, username and password required) will be deemed invalid. Typing a name (in cursive or print) or copy-pasting a digitized picture of a hand-written signature without any digital certificate or evidence that the signature was applied through an electronic medical recording system are not considered non-reproducible signatures and are therefore not accepted.

Please refer to the appropriate section of the Medical Supplies and Equipment Guide and Benefit Lists for specific benefits that may have additional prescription requirements.

Faxed prescriptions/written recommendations must be sent directly from the health professional to the provider and require a fax header with the date sent and the sender's coordinates.

If the NIHB program discerns that a prescription/recommendation does not meet program requirements, the program can request additional information, including a new prescription/recommendation.

Prescriptions not meeting all requirements will be deemed invalid.

1.8 Prescriber/recommender requirements

Prescribers who write prescriptions and recommendations must meet the following criteria:

1.9 Prior approval process

To ensure clients are receiving appropriate supplies and equipment that will meet their medical needs, some MS&E items require prior approval for reimbursement. Items for eligible clients requiring prior approval must only be dispensed after the approval has been granted by the NIHB regional office.

1.9.1 Steps to obtain prior approval:

To receive prior approval, the provider must:

  • retrieve the benefit-specific prior approval form from the Express Scripts Canada NIHB provider and client website
  • complete the entire prior approval form
  • submit the completed prior approval form to the NIHB regional office; for the region in which the provider is located; with the following attachments:
    • client's written prescription, recommendation or referral from a physician, nurse practitioner, or an NIHB-recognized health professional for the benefit required
    • copy of any applicable third-party coverage (for example, motor vehicle insurance, workers' compensation board, private insurance, etc.)
    • copy of any applicable tests and reports required as outlined in the guide and benefit lists or on the prior approval form
    • any additional supporting documents that will substantiate the client's need for the benefit item.

Incomplete prior approval forms will result in delay of the approval.

We reserve the right to request additional information if deemed necessary to adjudicate prior approval requests.

No fees will be paid to complete prior approval forms or documents to support prior approval.

1.9.2 Review of urgent prior approval requests:

Providers must check the urgent box on the prior approval form only when necessary (for example, there is an urgent medical need for the client to obtain an item), and indicate the reason for the urgency.

1.10 Special authorization

A special authorization (SA) is a type of prior approval that may be provided for items required on a long-term basis that have a price established by the program and recommended replacement guidelines.

Claims against the special authorization are submitted directly to Express Scripts Canada for the approved duration without requiring additional prior approval. Please note that the prior approval number should not be included in the billing if there is a special authorization assigned as this will cause adjudication errors.

1.11 Coverage of supplies, maintenance, and repairs of medical equipment covered by another benefit plan or purchased by the client

If medical equipment is funded by another benefit plan or purchased by the client, NIHB may cover associated supplies, maintenance, and/or repairs when:

1.12 Recommended replacement guidelines

Recommended replacement guidelines indicate the quantity and frequency at which a benefit item will be eligible for coverage. Recommended replacement guidelines are based on a client's customary medical needs and the typical device's lifespan. These guidelines are listed within each benefit list.

1.12.1 Early replacement requirements

Coverage requests for any early replacement of items require prior approval and may be considered when one of the following has occurred:

  • there is a substantial change in a client's medical condition (for example, substantial change in weight and/or growth, change in hearing, etc.) and the item no longer meets the client's needs
  • the item is no longer functioning properly or has deteriorated during typical use
    • In either of these instances, early replacement may be considered if the item is no longer under warranty and if the cost of the repair exceeds the cost of a new item
  • damaged or stolen items: Coverage for the cost of damaged or stolen items may be considered on a case-by-case basis only if justification and supporting documentation are provided (for example, an incident, insurance, or medical report citing the incident).

Coverage for early replacement will not be considered for items that have been damaged as a result of misuse, or negligence.

1.13 Rentals

Rentals are used to support short-term or acute conditions. When an MS&E item is rented, the rental agreement must:

Please note: reimbursement for rental equipment will not exceed the total purchase price of equivalent equipment.

1.14 Repairs

Repairs may only be paid when the following criteria are met:

A prescription or written recommendation is not required for repairs.

Note: Repairs will not be covered if items are damaged as a result of misuse, carelessness, or negligence.

1.15 Warranties

As a provider, you are expected to serve as the client's advocate to request that the manufacturer or manufacturer's service depot honour the warranty on the item.

Providers must agree that during the duration of the warranty:

1.16 Claims submission

The NIHB program has established price guidance for certain items which may be found in the price files, located on the Express Scripts Canada NIHB provider and client website. Providers are required to justify their costs and submit for reimbursement according to the NIHB claims submission kit. Please note that these prices do not apply to provider groups with whom NIHB has existing agreements.

Please note:

1.16.1 Provider

NIHB providers must read and retain a copy of the most current version of the MS&E Claims Submission Kit located on the Express Scripts Canada NIHB provider and client website. This kit outlines provider accountability and obligations when submitting claims for payment. When an updated MS&E Claims Submission Kit is posted on the Express Scripts Canada NIHB provider and client website, there is a reference to the updated kit in the Medical Supplies and Equipment Newsletter. Notification of kit updates is posted 30 calendar days before the circulation date.

1.16.2 Client reimbursement

Providers are registered with the NIHB program and are reimbursed directly by the program, so clients do not have to pay for eligible goods and services. Before obtaining an item or service, it is recommended that clients confirm with their preferred provider that they are registered with the NIHB program, that the item or service is eligible for coverage, that they will send the eligible invoice directly to NIHB, and that the provider will not charge you any additional fees.

A client who decides to pay the full cost of an item and request a reimbursement from the program should contact the NIHB Call Centre at Express Scripts Canada or their NIHB regional office before purchase to confirm eligibility for item coverage and the amount covered by the program.

Please note:

  • to be eligible for reimbursement, the medical equipment must be eligible for coverage under the program and the client must meet program criteria for that item, as per the guide and benefit lists criteria
  • prescription/recommendation must be obtained from a prescriber/recommender recognized by the program
  • the medical equipment must be obtained by a provider that is recognized by the NIHB program to provide the item. This provider does not need to be enrolled in the NIHB program
  • reimbursement will be provided for amounts that fall within pricing as indicated in the price files, available on the Express Scripts Canada NIHB provider and client website
  • if a client is eligible for coverage by another benefit plan, only the residual amount not covered by that plan may be reimbursed up to the program's maximum coverage
  • items purchased from a Canadian online store or third-party sellers using an e-commerce platform with a Canadian domain will be considered if the following conditions are met:
    • the seller has a business that is registered in Canada
    • the business has an address located in Canada
    • the online store has a Canadian web address
    • the item is paid in Canadian dollars
  • unless indicated, NIHB only reimburses new items

The following documents must be submitted for reimbursement consideration:

  • prescription/recommendation
  • prior approval requirements including item-specific information (for example, testing/assessment information, diagnosis, device make and model, medical justification from the prescriber, etc.)
  • copy of the original receipts are provided as proof of purchase, except in the case of coordination of benefits (COB), in this case, a copy is acceptable with a benefit statement from the other plan

Find additional information at NIHB Client Reimbursement.

1.17 Coupons and discounts

Eligible clients may not directly or indirectly benefit from special promotions or incentives offered by providers.

To the extent permitted by such promotions and applicable law, coupons, discounts, or rebates, should be applied to the NIHB claim. As a result, the amount claimed is the residual amount after the application of the promotion.

1.18 Coordination of benefits

Clients that are covered by another public or private health care plan must first submit their claim to the other health care/benefits plan.

The NIHB program will:

Requests for a co-payment to upgrade an item will not be accepted.

If the client no longer has alternate health coverage, the client or the provider should contact the NIHB Call Centre at Express Scripts Canada or the NIHB regional office so that the client's file can be updated.

1.19 Balance billing

Items meeting eligibility criteria will be covered in full according to NIHB pricing guidelines set by the program. Coverage is not provided to upgrade a benefit.

For an item covered under the NIHB program, providers are expected not to:

Certain situations may require a provider to charge a client upfront, such as a coordination of benefits claim or when an item is not covered by the NIHB program. Clients must be made aware that if an item is not covered by the NIHB program, the client will be required to pay for the item without reimbursement by the program.

1.20 Unclaimed MS&E items

In cases where the client does not pick up the item, the provider should make a reasonable effort to contact the client. Attempts to contact the client should be documented in the client's file. If an approved item is not picked up after 30 days, it must be returned to the provider inventory. The provider can claim reimbursement only when the equipment or supply is dispensed to the client.

A partial reimbursement may be requested for custom-made or special-order items in situations where one of the following occurs:

In such cases, the custom-made item is dismantled and an invoice is submitted for the custom-made parts that cannot be reused, as well as for professional fees incurred for the creation of the item as per prior approval.

In cases, where the item is a special order:

Each submission will be reviewed on a case-by-case basis. Contact the NIHB regional office to submit a claim for a restocking fee (code 99401097).

1.21 Privacy statement

The NIHB program has a responsibility to protect personal information under its control in accordance with the Privacy Act, related Treasury Board privacy policy and directives and is responsible for ensuring the personal information collected is limited to that which is necessary to administer the program.

For more information, please contact Indigenous Services Canada's Access to Information and Privacy (ATIP) Coordinator at (819) 997-8277 or aadnc.atiprequest-airprpdemande.aandc@canada. You also have the right to file a complaint with the Privacy Commissioner of Canada if you think your personal information has been handled improperly.

1.22 Appeal process

Clients eligible for the NIHB program have the right to appeal the denial of a benefit except for items that are outside of the program mandate and/or identified as exclusions or insured services. More information is available on the Appealing a decision under the NIHB program webpage.

1.23 Provider Claim Verification Program (PCVP)

As part of the NIHB program's risk management activities, Indigenous Services Canada has mandated its claims processor to maintain a set of pre-payment and post-payment processes, including claim verification activities.

This function incorporates the review of claims against records to confirm compliance with the terms and conditions of the NIHB program. If under any circumstances it is found that a provider has inappropriately billed the program, claim payments will be recovered; either by direct payment from the provider or withheld from future provider claim statements.

Detailed information about the Provider Claims Verification Program and procedures can be found in section 6 of the MS&E Claims Submission Kit, available on the Express Scripts Canada NIHB provider and client website.

1.24 Contact information

For information on billing contact the NIHB Call Centre at Express Scripts Canada.

Provider Phone Number:
1-888-511-4666

Client Phone Number:
1-888-441-4777

For more information on benefits and policies, contact the NIHB program at your applicable NIHB regional office.

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