Canada Life Life Insurance Reviews

Trying to get a response from this company is like pulling teeth and just as painful.
Nobody answers the phone, and nobody answers their emails.

What a joke of a company.

Be careful when they say they will cover something. Because they won't. They will ask you for so much information without explanation of what they actually need to avoid paying for them. It's been 6 months. I've talked to 7 agents. They snail mail everything. Are disorganized with claims and emails. You can't talk to the person who is actually doing the claim and demanding information. Honestly no insurance is better then this company.

Canada Life is the worst example of a competent company that I can imagine. Phone service - almost non existent. They keep you on line for a very long time, then they hang up. I have never been able to talk to an agent.

I am a retired public servant and I have been trying unsuccessfully for weeks to reach them and every time I am put on hold forever and I eventually give up. This is totally unacceptable with crappy service. This needs to be fixed ASAP.

Wait time is deplorable. Waited for over an hour, fell asleep! Like I have nothing better to do?

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.

Why I would NEVER recommend Canada Life extended health... their coverage might sound fine but they are terrible to deal with.

1. Dozens of experiences where they exceeded their standard payment timelines, when inquiries were sent them would reply with their standard timelines - VERY UNHELPFUL
Our average turnaround time for claims is:
- 5 business days - health and dental
- 7 business days - pay direct drugs
- 10 business days - out of the country
Don't be fooled, they are almost always going to exceed these timelines and only pay after multiple emails.

2. You can't actually get anyone to answer the phone (in English, I understand you can get through on the French line). I have spent 2 and 3 hours on the phone waiting to talk to someone, as have others I've spoken to, only to get to the front of the queue and be hung up on. Emails often take up to 5 business days to get a response.

3. Even after my organization got a dedicated contact whose email signature indicated she was a Regional Service Manager my claims remained unpaid after one month. What good is a plan that doesn't reimburse clients for allowed health expenses?

Of course, there are many things to consider, but I would recommend you steer clear of Canada Life at all costs! They aren't a good company and I would give them zero stars if I could.

As a practitioner, we deal with this company a lot, specifically direct billing through Telus Health. Here are two areas of improvement in which they know about, but seem to have no interest in improving upon.

1. Commonly the billing submission is termed as "under review" and not accepted. However, their software and practitioner interface does not allow you the check on the "under review" submission and requires you to call.

2. There must only be a total of two people working the helpline, and they must have severe cognitive delays because in the rare chance you get to talk to someone without waiting an hour, they promptly transfer you to the wrong department or drop your call.

In all honesty, this seems like an intentional way of reducing the volume of claims and saving the company money- ie- Annoy the shit out the practitioners so they won't direct bill, and hope the cost of paying out of pocket for some patients (then being reimbursed) is prohibitive for some of the poor souls that have their subpar insurance.

PS- 1/5 stars was given because 0/5 stars was not an option

I had a large medical expense upcoming. It took hours to figure out whether my plan even covered it. It took nearly a month to complete a pre-assessment because they wanted extra documentation and didn't let me know they wanted it; I had to call (and wait 2 hours on the line) and ask why it was taking so long. The pre-assessment was approved. The claim took 3 weeks to process and was denied for reasons I wasn't, at any point, told would be an issue, even when I asked an agent over the phone if it would be an issue. I appealed and it was still denied. I'm considering talking to a lawyer.

Non-existent.
Waited at least 35 min for a customer service representative then the call was dropped.
A disgraceful way to run a company.
The next general board meeting should be interesting!