Online services FAQs for your claim

General

How do I get access to online services?

You can register for online services by using your email address to create a profile. Once you’ve created a profile, you add a claim using your claim number, year of birth and your personal identification number (PIN).

Is my claim information secure?

Yes, our online services are secure. We use a unique personal identification number (PIN) to verify your claim, helping to keep your information safe. To protect your privacy, keep your PIN confidential.

How do I report a new injury, illness or exposure?

You can report a new injury, illness or exposure incident online.

I have a question about my claim, who should I contact?

Once you’re logged into the service and have added your claim, you can select 'Send us a message' and we’ll get back to you within two business days. If you need to speak with someone more urgently, call us at 1-800-387-0750 Monday to Friday 7:30 a.m. to 5 p.m.

I have a claim but I don’t have a personal identification number (PIN), can I still use online services?

Yes, anyone with an active claim can use our online services. You should have received your claim number by mail, but if you haven’t or have misplaced it, have your claim number ready and call 1-800-387-0750 Monday to Friday 7:30 a.m. to 5 p.m. to request your personal identification number (PIN). We can then email or mail you your PIN.    

Can I use the online service on any device?

Yes, you can securely access our online services from your phone, computer, tablet or any other device.

Can I use online services to report fraud?

If you suspect fraud, please visit wsib.ca/reportfraud for more information on how to report this to the WSIB.

Signing up and logging in

How do I sign up for online services?

  • Log in to online services by selecting 'Login for my claim'. From the sign up page, you need to:
    • Enter an email address  
    • Select 'Get a verification code'
    • Check your inbox and enter the verification code sent to the email address you provided (you can resend the code if needed)
    • Choose a password
    • Read and agree to the 'Terms of use'
    • Create your profile 

What’s a verification code?

When you sign up for online services we’ll send a code to your email address. You’ll need to use this code to verify that the email address you gave us is your own.

I didn’t receive an email with my verification code, what do I do?

If you didn’t receive your verification code please check your junk mail folder. You can also click ‘resend code’. If you’re still having trouble call us at 1-800-387-0750 Monday to Friday 7:30 a.m. to 5 p.m.

Can I reset my password?

If you forget your password, you can reset it by clicking ‘forgot password’ on the login page.

Why can’t I log in to online services?

Our online services and surveys use cookies for authenticating your login, gathering statistics through Google Analytics and monitoring for some errors. Make sure you have cookies and third-party cookies enabled in your web browser settings to access our online services.

Adding a claim

What’s my personal identification number and how do I get it?

Your personal identification number (PIN) helps us verify your claim and protect your information. You should have received your PIN in the mail. If you haven’t received your PIN in the mail or have misplaced it, call us at 1-800-387-0750 Monday to Friday 7:30 a.m. to 5 p.m. to request your PIN and we’ll send it to you.

I don’t remember my claim number, how do I add a claim?

You can call 1-800-387-0750 Monday to Friday 7:30 a.m. to 5 p.m. to get your claim number. You’ll need your claim number and a personal identification number (PIN) to add a claim in our online services.

Can I add more than one claim?

Yes, you can add any claim that’s registered with the WSIB. Each claim has unique personal identification number (PIN) that you would have received by mail. If you do not have your PIN or have misplaced it, you can call 1-800-387-0750 Monday to Friday 7:30 a.m. to 5 p.m. to request the PIN for each claim. From the ‘My claims’ page you can select which claim you want to view.

Can I still use online services without a personal identification number?

You need your personal identification number (PIN) to add a claim to your profile and view your information. You should have received your PIN by mail, but if you don’t have it or have misplaced it, you can call us at 1-800-387-0750 Monday to Friday 7:30 a.m. to 5 p.m. to request your PIN, which we’ll then send either by secure email or through the mail.

Claim information

I don’t see my benefit payments listed. Why is that?

It can take up to 24 hours for payment information to be updated online. If you still can’t see your benefit payments after waiting 24 hours, call us at 1-800-387-0750 Monday to Friday 7:30 a.m. to 5 p.m.

I don’t agree with my claim decision, what can I do?

You can call the person who sent your decision letter to talk about why you don't agree and share any additional information. The person will listen to your concerns and review any new information that you provide. If you still don't agree, you can use the Intent to Object form to provide any new information that might change the decision. Once completed you can upload the form in the online service.

Why can’t I see my claim information anymore?

Inactive claims are not visible in online services after 90 days.

Uploading documents

Why can’t I upload a loss-of-retirement income (LRI) benefit forms?

Right now, we don’t allow you to upload certain confidential documents to your claim file. As we continue to expand our online services, we’re looking into incorporating more features and abilities. 

I uploaded a document. Why don’t I see it under submitted documents?

You should instantly be able to see all documents you’ve uploaded using the service. Try refreshing your page and if you’re still having trouble call us at 1-800-387-0750.

I’ve uploaded documents before using the WSIB website. Will these show up in my profile?

No, only documents you’ve uploaded while logged into the service will appear under your submitted documents.

Messages

Who will respond to my message?

In most cases, within two business days, one of our Customer Service Representatives will respond to your message. If a response is more complex and will take more time and/or information, a Customer Service Representative will let you know when you can expect someone to be in contact with you and if they’ll be reaching out to you by phone.

How will I know I have an online response?

You will receive an email notification to check your messages once a Customer Service Representative has sent a response.

I sent a message and haven’t received a response. What do I do?

It can take up to two business days to receive a response. If you still don’t have a response after two full business days, call us at 1-800-387-0750 Monday to Friday 7:30 a.m. to 5 p.m.

Why does it take two business days to get a reply?

Our Customer Service Representatives need time to review your claim information and provide you with an accurate and helpful response. This can sometimes mean reaching out to a colleague to gather information about your claim. If your question is urgent, please call us at 1-800-387-0750 Monday to Friday 7:30 a.m. to 5 p.m.

Direct Deposit

Is my banking information secure when using direct deposit?

Yes, our direct deposit feature is secure. We verify your identity and claim through your online services profile and personal identification number and have incorporated multiple layers of authentication to ensure your personal information is safe. 
 

What type of payments are eligible for direct deposit?

When you sign up for direct deposit you will receive  your loss-of-earnings benefits payments straight to your bank account. Out-of-pocket expenses (therapy, medications, assistive devices, travel) will continue to be paid by cheque.

How long before I start seeing my payments deposited directly into my account?

It can take up to three business days. You can track your payment status under ‘Benefit payments’. Once you’re set up for direct deposit and your payment has been sent, you should see it in your account.
 

I have more than one claim. Will all my claim payments be deposited directly into my account?

Yes, if you have multiple claims we use your direct deposit information for all of your claim payments.

My banking information isn’t showing up in direct deposit. What do I do?

Make sure you’ve entered the correct transit number, account number and institution number. If you do not have this information, contact your financial institution and they can provide it to you. Direct deposit is only available for Canadian financial institutions. If you still can’t add your information, call us at 1-800-387-0750 Monday to Friday 7:30 a.m. to 5 p.m.

The service says I’m locked out. What should I do?

If you enter the incorrect format for your date of birth (two digits for the month and year you were born ex. 0890) three times, your access to the service will be locked for security. You need to call us at 1-800-387-0750 to have your account unlocked.