CSIOnet – Frequently Asked Questions (FAQ)

CSIOnetAt CSIO, we realize how important it is for your business to have an EDI mail network service that is functioning efficiently at all times and we will work diligently to answer your questions and concerns as quickly as possible.

If you cannot find an explanation of your problem below, please contact the CSIO Help Desk at 1-800-463-2746 or by email at helpdesk@csio.com

Registration/Cancellation

How do I find my EDI account information?

How do I sign up for a CSIOnet EDI mailbox to perform downloads?

I no longer need my CSIOnet EDI mailbox. How do I cancel it?

Technical

How do I log in to CSIOnet for the first time?

I cannot connect to CSIOnet to perform downloads. What do I do now?

I did not receive the downloads that I’ve been expecting. What is the problem?

Billing Inquiries

Why did I receive an invoice from CSIO?

How do I pay my CSIOnet invoice?

Can I pay my CSIOnet invoice through online banking?

How do I sign up to receive a paper invoice?

I paid my CSIOnet invoice, but I’m still getting invoiced. How do I get this resolved?

Why are my CSIOnet invoices no longer coming from TELUS?

Is the electronic funds transfer (EFT) that I have setup for CSIOnet payment still valid?

How do I find my EDI account information?

The CSIOnet EDI account information is sent to all of our CSIOnet members upon registration. If you are unable to locate it, please use the CSIOnet Account Lookup tool.

How do I sign up for a CSIOnet EDI mailbox to perform downloads?

To sign up for a CSIOnet EDI mailbox, please complete the CSIOnet Connection Registration Form.

The registration process takes a maximum of four (4) business days and you will receive your account information by email once the account has been created. A CSIOnet invoice will be sent to you on the first day of the following month.

I no longer need my CSIOnet EDI mailbox. How do I cancel it?

To cancel a CSIOnet EDI mailbox that is no longer needed, please send an email to helpdesk@csio.com clearly indicating the CSIOnet ID for the account to be cancelled and the effective date of cancellation.

The account cancellation process takes a maximum of three (3) business days and you will be notified once the account has been cancelled.

How do I log in to CSIOnet for the first time?

Please consult our instruction guide on connecting to CSIOnet for the first time. [PDF]

I cannot connect to CSIOnet to perform downloads. What do I do now?

There may be a technical problem in your broker management system (BMS) that is causing it to not connect properly.

To test this, please visit the Secure Access SSL VPN and log in with your mailbox ID and password.

What should appear is a white screen that says Welcome to the CSIO Secure Access SSL VPN, <Your ID> with a box called Client Application Sessions and Network Connect underneath it:

CSIOnet SSL VPN

If this appears, you are now connected successfully to CSIOnet and the next step is to contact your BMS provider and troubleshoot the internal error with them. If a pop-up window appears saying that there are other user sessions in progress, it is safe to click Continue Anyway.

View the CSIOnet Troubleshooting/FAQ video for further explanation.

I did not receive the downloads that I’ve been expecting. What is the problem?

First, test your connection to the CSIOnet SSL VPN by following the steps above. If your connection is functioning with no problems, please contact us and we would be happy to check your mailbox for you to confirm that there are no downloads pending.

If you are connecting successfully and are expecting downloads that have not arrived, please contact your carriers and request that they re-send the data.

View the CSIOnet Troubleshooting/FAQ video for further explanation.

Why did I receive an invoice from CSIO?

Your company subscribes to CSIOnet (a fast, secure network that enables electronic transmission of insurance policy data and eDocs). The invoice you received is for the annual renewal of your CSIOnet account. 

The cost of CSIOnet is as follows:

  • Annual fee for 1 mailbox: $203.40/year plus tax
  • Annual fee for each additional mailbox: $59.40/year plus tax

The invoice is for one (1) full year of service, beginning June 1st of each year and ending May 31st of the following year. New accounts will receive pro-rated invoices from their first full month of service.

How do I pay my CSIOnet invoice?

There are two methods in which you can pay your CSIOnet account…

Payment Options:

  1. Online Banking

    You may pay your invoice via online banking through BMO, CIBC, Desjardins, RBC, Scotiabank or TD.

  2. Credit Card

    You may pay your account online by visiting our billing page.

Can I pay my CSIOnet invoice through online banking?

Yes. As of January 18, 2016, you can pay your CSIOnet invoice via online banking. To add CSIO as a payee to your online banking account:

  1. Log in to your online banking account
  2. Select Pay Bills (or the equivalent)
  3. Select Add/Edit Payees (or the equivalent)
  4. In the payee search field, type “CSIO” or “Centre for Study of…”
  5. Select CENTRE FOR STUDY OF INSURANCE OPERATIONS
  6. Enter the account number found on your CSIOnet invoice (e.g., BE0258A)
  7. Add CSIO as a new payee

How do I sign up to receive a paper invoice?

CSIO encourages the use of electronic invoices; however, should you wish to receive your invoices by mail, please contact us at helpdesk@csio.com.

I paid my CSIOnet invoice, but I’m still getting invoiced. How do I get this resolved?

In order to resolve this issue please contact the CSIO Help Desk at 416-360-1773 or 1-800-463-2746 or email us at helpdesk@csio.com

Why are my CSIOnet invoices no longer coming from TELUS?

As of June 1, 2015, CSIO introduced an improvement to the CSIOnet billing process so that members can pay CSIO directly vs. a third-party vendor (TELUS). Benefits of this change include: 

  • Electronic billing; your invoices will now be emailed directly to you (billing contact on file)

  • All of your billing inquires will now be answered by CSIO, eliminating the need to contact TELUS

  • Enhanced security and payment controls. CSIO will not save credit card information. As a result, all payments made via credit card will be on a one-time basis (i.e., no reoccurring transactions)

Is the electronic funds transfer (EFT) that I have setup for CSIOnet payment still valid?

CSIO will no longer accept EFT payments. For enhanced security and payment controls, all EFT information previously kept on file is no longer available and reoccurring transactions will no longer take place. Only credit card and cheque payments on a one-time basis will be accepted. Visit billing for more information.