Frequently Asked Questions | Maple Skip to main content

Frequently asked questions

What is Maple? 
How does it work?

You simply tap a button to request a consultation with a physician, and we’ll immediately connect you to a doctor via live chat or video. You can visit our How it Works page to learn more.

Currently Maple is available in all Canadian provinces except for Saskatchewan. If you are a resident of a province where Maple is available, you can use the service from anywhere, including when you’re out of the country. If you are a visitor to either of these provinces, you can use Maple during your stay in the province.

If you are not a Canadian resident, and you are not currently located in Canada, you can use Maple to speak to a doctor for a second opinion. Click here to learn more.

Do I have to pay to use Maple?

It’s free to sign up and create an account on Maple. There is only a fee when you need to see a doctor. To review all pricing options, click here

How is payment taken?

Whenever you request a consultation through Maple, we’ll first advise you of the visit cost prior to connecting you with a physician. You will not be charged until your consultation is complete.

In the event a physician receives your request and finds it not suitable for treatment on Maple, or if it is a medical emergency, we’ll notify you right away, and your credit card will not be charged.

For membership or credit package purchases, your credit card will be charged immediately.

Can I use my health insurance for payment?

When a visit or membership purchase is complete, Maple sends you an email receipt outlining the details of the charge, which you can then submit to insurers for reimbursement if available. Contact your insurer to find out if Maple is included in yours.

If you have Sun Life coverage, you may qualify for exclusive discounts. Check out our customer support portal to learn more.

What conditions can doctors diagnose and treat on Maple?

Our physicians are able to safely and accurately diagnose the majority of common illnesses without a hands-on examination including: abrasions, acne, allergies, bacterial vaginosis, bites and stings, body aches, bronchitis, bruises, cough, dehydration, diarrhea, earache, erectile dysfunction, fever, flu, frostbite, headaches and migraines, hives, insomnia, itchy eyes, lice, medication refills, mild lacerations, nasal congestion, nausea, pinkeye, respiratory infections, sexually transmitted infections, sick notes for work or school, sinus infections, skin infections, sore throat, sprains and strains, travel medications, urinary tract infections, vomiting, yeast infections, and many more.

How do I get a prescription on Maple?

Once you accept a prescription, you’ll have the option to pick it up from any pharmacy or we’ll deliver it right to your door at no additional cost. We’re collaborating with partner pharmacies to offer convenient, same-day reliable prescription deliveries across Canada. For more details regarding delivery, click Customer Support – How does the prescription delivery service work?

Is there a limit to what doctors can do on Maple?
  • Maple is not intended for medical emergencies. If you believe you are experiencing an emergency, please call 911 or proceed to your nearest emergency room.
  • If you require narcotics or controlled medications, our physicians cannot legally prescribe these on Maple.
  • Our physicians do not complete Workplace Safety and Insurance Board forms (WSIB) or other types of specialized disability forms, since these require a hands-on examination.
  • At this time, our physicians are not able to provide specialist referrals and order tests. Referring physicians must follow up on all patients referrals and test results, and since Maple is an on-demand service, our physicians are not able to form an ongoing relationship to provide follow up care.
Is Maple safe?

If the doctor is not able to help on Maple, they will let you know to visit a clinic or a hospital instead (e.g. if you require testing). While doctors on Maple can help with many common medical requests, the service is not intended to replace the care of a family physician.

Can I request a specific doctor on Maple?

Not at this time. Because our promise is to connect you with a physician in minutes, our on-demand service selects the next available physician to start your consultation as quickly as possible.

Is my health information private on Maple?

Each consultation through Maple is completely private and safe, and always delivered by a Canadian licensed physician who is required to maintain your confidentiality, just as they would in their office. You have full control and ownership over your personal health information at all times, and only you decide how you want to share it. Our Privacy Policy describes our commitment to protecting your privacy, and we encourage you to read it in detail.

Is there a system in place for emergencies?

If you are experiencing an emergency during your consultation, the attending physician will call 911 on your behalf and may contact the emergency contact on your profile, if one has been added.

Who can use the Maple global service?

Click here to learn more.

Are Maple doctors qualified?

Yes. Maple doctors are Canadian licensed physicians who are experts in the medical field. They practice family and emergency medicine in Canada. Each physician is passionate about delivering outstanding healthcare, and serving the community in new and innovative ways.

Can Maple doctors speak my language?

Since all of our doctors are Canadian, your consultation will be in English. Some doctors can also communicate in French or in other languages, however any languages outside of English are not guaranteed.

Can my medical plan cover Maple visits?

Currently, Maple has no association with medical insurance coverage companies outside of Canada.

How do I see a Maple doctor?
  • Simply log in to Maple to request a 15 minute advice consultation with a physician
  • Describe your medical question
  • You’ll be connected with a physician in minutes via live chat or video — we’ll send you a notification as soon as the physician is ready to see you
  • After 15 minutes, your advice session with your physician will come to an end

What device can I use to see a Maple doctor?

You can see a Maple doctor on your smartphone, tablet, or computer.

What should I not use Maple for?
  • Maple is not intended for medical emergencies. If you believe you are experiencing an emergency, please proceed to your nearest emergency room.
  • If you require diagnosis, prescriptions, a sick note, or lab work, our physicians cannot legally assist you with with these requests on Maple, as you are outside of Canada.
What type of advice can I ask Maple doctors for?

Our physicians are able to provide advice for many types of medical conditions: abrasions, acne, allergies, bacterial vaginosis, bites and stings, body aches, bronchitis, bruises, cough, dehydration, diarrhea, earache, erectile dysfunction, fever, flu, frostbite, headaches and migraines, hives, insomnia, itchy eyes, lice, medication refills, mild lacerations, nasal congestion, nausea, pinkeye, respiratory infections, sexually transmitted infections, sinus infections, skin infections, sore throat, sprains and strains, travel medications, urinary tract infections, vomiting, yeast infections, and many more.

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Maple revolves around your needs and schedule. Start enjoying on demand healthcare that fits your life.