Canada Life Life Insurance Reviews

I called the customer service multiple times, and they are always rude, not wanting to help. They've hung up on me multiple times, pretending they don't hear me (the first time someone told me that). Additionally, the website is a mess; you constantly get lost. When you click on a submission detail, it redirects you to nowhere.

My organization recently switched to Canada Life for insurance, and I’ve had a highly frustrating experience:

1. I called with an urgent matter and endured a 60-minute wait, only to be abruptly disconnected.
2. I tried their chat service, waited for over an hour, and was disconnected without speaking to anyone.
3. Even my pharmacist encountered the same issue.
4. I sent three emails, waited for over 15 days, and received no response – it’s as if nobody’s there.
5. In desperation, I contacted the doctors’ line, waited for 45 minutes, explained my situation, but was promised a call back that never happened.
6. Feeling even more desperate, I submitted a claim-like request, attached a PDF letter detailing everything, and requested a response to my email. I’ve been waiting for 5 days and counting.
7. In all my 60 years, I’ve never experienced such disastrous and stressful service.
8. I intend to file complaints with my organization and Canada Life, advocating for improvements in these paid services for both myself and others.

This is what Canada Life does:

1. Takes several months to process your claims and always find the ways to reduce the compensation amount.
2. When you call them, even though they say the waiting time is from 50 to 60 minutes (!) they keep you on hold from 2 to 3 HOURS!
3. When you identify the issue, they tell you that they will escalate it and that an agent or a supervisor will call you within next 3 business days. However, NO ONE EVER CALLS YOU. And when you call them again and wait on hold for 3 hours just to find out that NOTHING has been escalated and NO ONE was supposed to call you.
4. They promise you that your claim will be finalized "by the end of the week". However, it takes MONTHS instead for the claims to be finalized.
5. In the rare times when they call you, they don't even bother leaving you a voice message or sending you an email, making you guess what was the reason for their call.

This is the worse insurance company I’ve ever dealt with, and I’ve dealt with at least a dozen for various products including policies on various homes and investment properties. I’ve been calling for 2 months and literally cannot get through to a human being; instead, one gets an automated message that all agents are busy and to call back another time and then the system HANGS UP ON YOU. Other issues include benefit statements that don’t specify what medication or service one is being reimbursed for specifically, a portal that is often unavailable/not functioning and reimbursements that are not accurate.

I have been with Canada Life since July 1, 2023 and it's been a nightmare! Wait time to reach someone by phone is 2 to 3 hours every day and every months since we joined. After waiting 2-3 hours, answers, explanations and solutions are non-existent. Messages go unanswered, claims are denied with no explanation, Co-ordination of benefits just don't work. The on-line chat does not work.
It appears that the only departments that are working well there are their 'DENIAL' and Accounts Receivable depts.
This is really shameful.

The wait time sometimes is more than an hour. the process of payments are long and they process the claims in different category and and they don' let you, so on the 2nd claim you have to go to same process of calling them.
They have broken links on the website which they don't even know. Very disappointed with this company

Canada Life has insane wait times on the phone help desk, seemingly to discourage plan participants for making claims. I have been on hold for over 40 minutes. Not acceptable.

I know all insurance companies are a pain, but this one is in a different league. YOU personally have to follow up with management about your cases multiple times, when they finally contact you, they deny your claim as soon as possible; if you need to claim any medical benefits, or drugs, ect, 90% of the time the website & phones are "down due to technical issues."

Good luck claiming anything or getting any coverage.

Useless company. No way to contact them. They ignore e mails and hang up on calls. ALWAYS have higher than normal call volumes meaning long waits. Phone battery dies before wait time is up. Can not complain about customer service unless you talk to an agent. Cant talk to an agent because they have no customer service agents to talk to. Do not process claims in reasonable timeframe if at all. The most useless company on earth and I am being generous in my description of their service.

Waited from 8:30am to 1:22pm on the phone to talk to someone just for an automatic message that say they can’t take the call and to try again later. I will need therapy after this lol and cheap as they are they won’t actually cover 80% because their estimate cost for any kind of services is ridiculously low. Canada life is by far the worst company i have ever dealt with.