Canada Life Life Insurance Reviews

Phone wait time is over an hour. Customer service are completely incompetent. They never have any answers for your questions. Stay away!!!

I waited four hours on the phone and at the end, they hung up on me. Being the tenacious person that I am, I am not giving up. I suffer from ehlers danlos. I need physical therapy and I have to discontinue till I can reach them and deal with coverage.
This is very stressful. I am in disbelief at how difficult this is.

They could not handle automatically merging my PSHCP and dental accounts automatically because of slight differences between my two accounts.

Why didn't they test the merging before the switchover? They would have found that thousands of accounts would not be successfully merged.

The causes of the failed merges are not complex or varied. Merging could easily be automated. Instead, they are forcing employees to call in and get their accounts merged manually.

Once you sit on hold for 60 minutes or more, they submit an internal form that will lead to your plans being merged within two weeks or longer.

Not easy to get through to speak to anyone (2-4 hrs wait online). Lines are not open easily, you have to call many times a day to get through to someone. For the past couple of weeks, I have spoken to 4 of them. No one seems to know what’s going on. No one can help me. They all gave me a promise to call back. None did. I sent an email complaint with no answers. It’s unfortunate that no one working there can help me. Their "Contact Us" chat function doesn’t work. No email responses, staff via phone are unable to assist. It’s a really sad situation. I have no idea who can help me.

Canada Life is Canada's largest insurer and its net earnings for the fourth quarter of 2022 were $380 million. Why is it that a federal employee who has paid dues all his life has to wait up to 3 hours to talk to a human being?

I was qued on hold for 45 minutes before someone came online, gave no salutation and quickly hung up. So I called again and I've been on the line for an hour and a half now. Still waiting to speak to someone...

Unacceptable

You hold 2 hours on the phone and the system cut you automatically. Please invest in CHAT GPT to get a minimum of service. Can't be worse...

Federal public service, new provider as July 1. Wait time to call at least an hour best of times. Chat? Forget it. Tried at least 7 times, but no agent comes online and it times out, so back to the queue, if one even exists. Calling to understand the benefits and whether a process started before July 1 should go to the existing provider or Canada Life. No information on benefits...click on a link in the menu and get a blank page. Reps have the info they read off to you but are assured everything will be available in the portal on July 1. On July 5th, click on the benefits page, and not only did nothing but get an HTTP error that boots me out of the portal, having to sign in again. What a joke!! This is absolutely crazy. Night and day are worse than outgoing SunLife. And we pay for this garbage! And, no one can seem to provide a contact within gov't, ideally whichever group coordinated this contract, to whom we can provide feedback. So I guess public servants have no recourse but to suck it up and deal with this.... Just wow. Unbelievable...

I waited an hour and 14 min on hold and then got a message about being unable to process my service and the line was cut off. And this was not my first attempt.

The message said the info was availability the website - which is poor and did NOT have the info I needed.

Customer service could at least have callbacks the next day for people not processed.

Very very poor service and I am still stuck.

When you call to inquire about anything, you can be on hold for 1-3 hours. When you complain about how long it takes to get reimbursed for most benefits (which is often) they just pacify you and tell you it will be coming soon. I tell them I have been sending inquiries online and they tell me that is useless because no one checks that. Right now, I have been waiting to be reimbursed for medical supplies for 5 weeks. When I was waiting for reimbursement for my partial dentures, it took 6 weeks. My husband has this company for benefits. It is awful. Needed to get orthopedic shoes, so I got a doctor's note which they would not accept. You have to get a podiatrist to send a full and specific problem you are having and once they accept that, then you have to go through umpteen dozen pairs of orthopedic shoes until they decide to accept a pair. Terrible company!