Canada Life Life Insurance Reviews

Horribly long phone waiting hours between 1.30 to 2 hours! Is this on purpose or lack of serious management?

Unfortunately for most, Canada Life insurance is chosen for them by their employer and so there is no leaving or options.
Their wait times on the phone and email are just ridiculous. Imagine having to set aside your day to wait for someone to connect you to someone else because they don't train their personnel. Sorry I only know this, so I have to transfer you. I have literally sat on the phone for 2 hours and then the line drops me because they don't think anyone is stupid enough to be here... oh wait that's me.
I absolutely hate them and their music because let's be honest if you're a customer you have listened to it for hours on end.

If you have a choice, go elsewhere. Go to an insurance company that actually appreciates your time and money.

Absolute worst company. First, no phone number to call directly. Second, form upload has multiple portals without explicit direction as to which is for what. Third, the person who accepted my claim documents from one of the portals goes on a 3 week vacation. That person says they received my form and is processing it. I get an email confirmation from Canada Life confirming that my document was recieved. I think it was from the agent. Nope. That person gets back from vacation and says I am missing more information and forms. What!? Why didn't you or the process application list this? One of the forms was already part of my profile documents, but they don't care. Resubmit it. I do. Emails are received in multiple threads and each one is asking for more forms and information. Why? You don't need my spouse information as he is dead years ago. That's why is it listed as "widowed". What is wrong with you people? The phone cuts off and disconnects when I try to call direct. Two months goes by and I am still working on this. This is such a scam operation. Ponzi scheme? My work uses this sham of an operation and I wish I can opt out of their joke of services. Oh, and that time they changed their prescription policy without warning.

Was turned down for coverage but they still kept my money. How is this “company” still in business??!?
Now a lawyer needs to come into play.

Waiting time over the phone is ridiculous, worst customer service ever - more than an hour on hold everytime, that's when the line doesn't cut.

Their claim process is highly flawed, something out of the 1990s that has not been upgraded ever. It is not user friendly at all and sends you in circles with different names for what you are claiming for. The mobile app is even worse with the inability to download forms. This is 2023 it should not have to be downloaded, we should be able to just fill it out add pictures of receipts and submit, done. I swear they make it difficult to just pay the bill yourself. If my work did not have this plan, I would not have this. Buyers beware!! Pharmacy prescriptions is the only part of the plan that works well for me so far.

Call waits 4 hours and claim processed over 3 months. We need to provide the files repeatedly and repeatedly.

They do not appear to care about customer service (i have been on hold for a long time, every time i need to call, clearly they do not appreciate that I too have things to do with my time, if I email them a question, it can take a month to get a response from them) They also don't seem to care about mental health, their coverage for mental health is extremely limiting only allowing for a psychologist appointment and doesn't allow for certified cognitive behavioural therapy, this is an antiquated way to do things.

Am with the Fed Gov and switched over to Canada Life after years of great service for Med/Dental benefits. Everything worked perfectly.

The entire Canada Life website runs like a scam and it seems those who designed it are either utterly incompetent or the company is trying their hardest to put clients off and save money at their expense.

There were to be no impacts to my family's services but everyone has had to provide new info at the pharmacy and dentist. This after the pharmacy charged full pricing and told my spouse "you have no coverage". Then the scramble for the lousy paper copy of the ID card because they won't provide a real one due to "greening" initiatives.

Need help with anything? Feel like wasting 1/2 hour or longer on the phone? Good luck! Call one number and it tells you to call another after you've entered your group and individual plan numbers twice.

Tried to log in after previously receiving confirmation that my account is active and it wouldn't log us in saying "It's not you, It's us". Then locks your account for too many attempts and you have to call the help line. Once you get through and finish playing 20 questions with the agent...Ta Dah! an 8 to 10 day wait for someone to push a reset button.

Wouldn't voluntarily purchase any coverage from this company. Way to go CL. Not.

Long phone wait times.
Extremely RUDE customer service agents.
Take forever to process your claim or they don't do it at all.
No empathy for customers and their time.
If you have an option, stay away from these people.

Zero stars!