Canada Life Life Insurance Reviews

The online portal is inaccurate and does not provide you with up-to-date information on your claims. You are required to call customer service with a lengthy wait (an hour +) to inquire about the status of your claim. The customer service representative's knowledge is very limited and often results in multiple transfers to other representatives before getting an answer.

I am forced to use this company for now because my employer decided to use them for our health benefits. However, if you have the choice, I strongly encourage you to seek a different insurance company because this level of incompetence and lack of transparency is something I’ve never seen before in an insurance company.

I have been trying to get information regarding my life insurance policy for over two months now. My advisor is incompetent. After over 20 emails and numerous phone calls, I have nothing. No response. I asked him to change my address also and…he didn’t…I did when I called. Then a week after he emails me saying he changed my address??? No… he is negligent and I am considering terminating my life insurance policy and getting it somewhere else.

There aren't enough words or examples to describe how abhorrent Canada Life is as a benefits provider. If there were zero or negative stars available, I would rate them as such.

My company has used Canada Life as our group benefits provider for several years, and I can only assume that it's because they are the cheapest possible option on the market. There are literally no redeeming factors to their service.

A few highlights of my experience include:

-Inordinately Long Wait Times: I've often waited on hold for 1.5 hours, only to be disconnected due to "system issues".

-Segmentation of Expertise: Each customer service rep can only assist you with one type of claim. If you need help with the Drugs vs. Health vs. Healthcare Spending Account, be prepared to talk to three different individuals, with a lengthy wait time in between each. You will also have to provide your identifying credentials every single time.

-Incompetent Staff: 75% of the customer service reps have no idea how to do their job. Asking them a simple question requires them to put you on hold for another 5-10 minutes while they investigate your query. They will rarely have a response on the spot and will claim that they'll call you back after they look into the matter further. Don't hold your breath.

-Processing Times: On average, it will take 4+ weeks for your claim to be processed. Their ongoing excuse is that they are short-staffed due to the pandemic. Cry me a river. Maybe they should hire better staff and pay them adequately. (See "Incompetent Staff" above.)

-Claim Errors: Your claim is finally processed - great! Not so fast, as you will need to review the results with a fine-toothed comb. Their team makes numerous "data entry errors", resulting in you only receiving a fraction of what you're owed. Time to follow up with incompetent reps after long wait times, thus causing the entire cycle to repeat itself.

I have no words of advice, other than to encourage your employer to avoid Canada Life AT ALL COSTS. My husband's company uses a different carrier, and the experience is the complete opposite.

My work just switched over to this insurer for some insane reason, and I am trying to get enrolled and registered, and not only was I on hold for two hours on the phone with them before being disconnected, I also went through ridiculous chat sessions with their "technical help". It appears they only have two agents to do the chat for the entire company -- Pratik and Nathalie. Pratik spent half an hour not answering my questions before disconnecting the chat on me, and now every time I happen to get Pratik on the chat, he automatically just disconnects the chat. He seems to be unable to answer basic questions about registration and enrollment when I did speak to him. Both of them just enter pre-written responses that do not answer any questions directly and it takes about an hour to get any basic answer to your question. I've enrolled with them but it seems that my plan isn't working at the pharmacy still, and there is no one to assist with this. Seems like that isn't the only problem I'm going to have with this company according to this horrid reviews.

I was just on the phone with a representative from Canada Life. I have an account through work and was looking at my dashboard while chatting with her. She couldn't pull up my account. She asked to put me on hold. I was on hold for over 30 minutes before she hung up on me. I don't know what kind of customer service this is. It shouldn't be that hard to find my account.

My employer's group plan changed to Canada Life this year. It has been a total mess, driven entirely by Canada Life's deliberate creation of barriers to slow down claim entry and processing - it is paper-based, lacks clear instructions and the forms are a maze. When you finally run the gauntlet and get a claim in, it sits there for weeks necessitating multiple calls to the joke of a contact centre (45+ minute waits) and unhelpful, obtuse representatives. Avoid.

Let's take it from the top.
Their staff are super unhelpful and have virtually no knowledge of their own services and assistance.
Their app is archaic at best and often refers you back to the website.
The website only offers PAPER MAIL SUBMISSIONS for the most common claims, in 2021! Absolutely absurd.
To save or use the claim PDFs, you need to contact their customer service for an administrative password before you can fill it out on your computer! Who does that?!
My employer decided to go with Canada Life for our insurance and benefits this year and everyone is so miserable about it. I've been working for nearly 30 years with my fair share of benefits coverage and Canada Life is easily, EASILY the worst I've ever experienced.

Rude, ignorant, unprofessional, unknowledgeable, unfriendly, unhelpful, unapproachable service representatives on the phone. Pay them more, train them to do a better job. Customer satisfaction matters. Canada Life- The worst insurance company ever.

I can’t express how frustrating it is to try to get information from this company! I can’t even get representatives to give me valid names or employee numbers so conversations can not be referenced and I’m always left trying to answer “who told you that “. Right now I’ve been in a queue on the phone for over 2 hours because my sign-in information mysteriously doesn’t work. I think a large part of their business model relies on frustrating the clients so much that they give up...