HCAI System Release 3.36 goes live on November 30, 2026. This release will deliver key updates to strengthen security, address insurer requests, and continue modernizing HCAI. Integrating Insurers should be aware that Release 3.36 includes optional integration enhancements.
This bulletin offers an overview of the changes you can look forward to in November.
A new method of authentication
HCAI uses two-factor authentication at login to help keep your user account secure. Today, login verification codes can be delivered by email or text message. In Release 3.36, we’re adding the option to use an authenticator application on your cell phone to receive your verification code.
How will it work?
You’ll have the option to set up the new authentication method on the My Profile tab.
Once set up, you can choose to use your authenticator application at login as an alternative to receiving verification codes by email or text message.
You can continue to use email or text message if you prefer, as your primary or backup method.
You will also be able to select your preferred verification code delivery method directly from the My Profile tab in HCAI. Next time you log in, the code will be delivered to your preferred method. Your preference can always be changed at login if needed.
Some users may already use an authenticator application to access other systems and can use the same application to make logging in to HCAI easy and secure. Step-by-step instructions will be available to support those who are using an authenticator application for the first time.
HCAI users are encouraged to set up at least two verification code delivery methods from the available options. Having a backup method can help prevent access issues if one method is unexpectedly unavailable.
ACSI data added to HCAI web reports
We’re adding the Attendant Care Services Invoice (ACSI) to all HCAI web reports that include invoice data. This will allow insurers to generate reports with data from every form available in HCAI.
ACSI data will be available in the Monthly Financial Statement, as well as the Claimant Summary, Outstanding Forms Summary, Submitted Forms by Facility, Plan & Invoice Summary, and Outstanding Invoice Details reports. These reports are found on the Manage tab > Reports subtab.
HCAI system status indicator
We’ve developed a new way to keep users informed of urgent information and system status updates.
If we need to communicate important information to all users, a new alert will be displayed on the HCAI login page that indicates the HCAI system status has changed. It will also include a link to HCAIinfo, where you’ll find more details.
Once the alert is no longer needed, we’ll hide it from view. If you spot the icon, it means we have something timely and significant to share.
Page redevelopment
HCAI is continuing to enhance parts of the system by redeveloping them in the new framework. In Release 3.36, this includes the Claims and Claimants pages, Document Search page, and HCAI web reports. These updates align with the recent redevelopment of OCFs and other pages in HCAI.
There will be no functional changes to these pages. Visible changes are largely cosmetic and are intended to improve the user experience, including text alignment, spacing, and the consistency of error messages.
If you have bookmarked these pages, please update your saved links once the release goes live.
During release development, additional internal changes may be applied to HCAI pages for consistency or operational purposes which are not expected to impact the web user experience. Insurers who believe they may be impacted by the internal framework redevelopment can test the pages when the test environment becomes available. Information about the test environment will be distributed to integrating insurers.
Information for integration insurers
System Release 3.36 contains optional integration enhancements.
As part of System Release 3.33 in 2025, a feature was introduced that allows insurers to submit or withdraw adjudication decisions for the OCF-21B and OCF-21C through the integration channel. As of Release 3.36, this feature will be extended to plans (OCF-18, OCF-23 and Form 1). Insurers can continue to submit decisions via the web channel if they choose.
For complete details, please review the technical document that was distributed by email on September 8 and which is also available on IBC’s member site.
Insurers who are not currently integrated with HCAI but are interested in having their technical teams explore this capability can visit HCAIinfo’s HCAI Integration page to learn more about integration, how to get started, and how to reach out for support.
Planned HCAI system unavailability
To accommodate the implementation of Release 3.36, the following system unavailability window is scheduled:
Friday, November 27 – Monday, November 30, 2026
The HCAI system will be unavailable from 5:00 p.m. (ET) on Friday, November 27, 2026 and is expected to resume active status at 8:00 a.m. (ET) on Monday, November 30, 2026.
Insurers must have their transactions successfully processed by 4:59 p.m. (ET) on Friday, November 27, 2026.
Other important reminders
Ongoing data deletion activities
As was previously communicated, deletion of eligible claim-claimant records and their associated documents has continued in 2026. Eligible claim-claimant records are those that have been deactivated by the insurer for at least seven years.
Deactivate inactive user accounts
It’s important that HCAI users who leave your organization be deactivated as soon as possible. Deactivating a user prevents unauthorized access to the HCAI system and helps keep your data secure.
It’s quick and easy to deactivate a user, and you can even deactivate multiple user accounts at once. The Deactivating a User page has step-by-step instructions explaining how.
If the deactivated user is a file owner, reassigning their claimants to another user is a quick and easy process. It can be done using integration, or visit the Claim Management page to learn how to reassign claimants to an active file owner via the web.
Successful completion of ACSI pilot
The Financial Services Regulatory Authority of Ontario (FSRA) has announced the successful completion of the pilot phase for the Attendant Care Services Invoice (ACSI). The ACSI will continue to be available for submission in HCAI now that the pilot period is complete. For additional details, please refer to our recent bulletin. Insurers who receive invoices for attendant care services outside of HCAI are encouraged to engage with these facilities to promote submission via HCAI.
What’s Next?
Share this HCAI Update with individuals at your organization who interact with the HCAI system.
Keep checking HCAIinfo.ca to review our step-by-step training resources and find the latest news about HCAI.
