Canada Life Group Benefits Insurance Reviews

Twice I’ve waited in the queue for 90 minutes, only to receive a message “we’re sorry, we’re experiencing technical issues”. The initial voice message said wait times of over half an hour.
I have no other option but to call in to speak with them.
I’m sorry that the Canadian government is switching over to them from Sun Life.

I have been having the exact same problems with this company as everyone else has already commented on.
On hold for hours and never being able to speak to anyone and having to hang up because I have to continue on with my life. People who have to work have no time to be on hold for hours. At least they should set up a call-back system where I can leave my phone number for them to call me back.
Same as trying to contact them through email, no one EVER REPLIES.
This is ridiculous and many employees have complained to the employer to switch companies.

I had a question regarding prescriptions and whether they were covered by our current group benefits plan. I spent 2 hours on hold only to receive a “we’re having technical difficulties” and then hung up. I’d give zero stars if I could. Terrible customer service, terrible company.

I have called Canada Life a number of times over the past couple of years and the vast majority of the time I have been on hold for at least an hour. Most recently, I have called in and been on hold for 1.5 hours, only to be disconnected after 1.5 hours because they are having "issues". The constant message of "We apologize for the delay, we are working quickly to get to your call..." is somewhat insulting considering that they eventually disconnect you. In addition, I do not understand how the call center is the only way to contact their support. Why can't would submit an email - at least I do not need to wait on hold.

Lack of customer service and not being able to reach anyone on the phone. Information is not accessible on the website telling me to contact customer service. Twice I have sat on hold for 1.5 hours. Both times I was disconnected and never spoke to an agent. After being on hold for 1.5 hours the message says “we are unable to process your call. Please try again later.” Unacceptable customer service for the money they are getting from my payroll deductions. Utterly frustrating to deal with a company like this.

This company has been the worse to deal with. We have placed 4 calls in the past 2 days waiting over 1.5 hours each time and getting an automated message saying there was a technical issue and to try again later. First, if you are having technical difficulties maybe indicate this at the first of the call so people don’t have to wait. Second, how do you get service to get an issue resolved when you need help right away. I had a few insurance companies and this one is in a league of its own for being the worse.

I can't state enough how awful the company is when you need them. They drag you through the trenches and I believe it's done purposefully to try and get you to give up on your claim. Wait time is always horrendous no matter what time of the day you try and reach out to them, but let's face it, if you're employed full time, based on their hours, you will be forced to spend your work time trying to get in touch with someone who can help you. And if they can't help you, there seem too suspicious technical difficulties where you're hung up on, and you need to go through the queue again.

Seems to be a consensus in the reviews that Canada Life is not interested in any form of customer service. As others have stated, I have made 3 unsuccessful attempts to reach them by phone with over 1 hour wait time before the line auto disconnects.
This was not the case with Great-West Life. Another example of amalgamation equals garbage quality for the customer. I bet the executives are still patting themselves on the back over the savings when they canned all those unrequired service agents. Can you say bonuses for the privileged!
So when the normal medical expenses and dispensing fees are mysteriously no longer covered, good luck reaching out to anyone for an answer. More money is well wasted if you are paying for coverage with this typical garbage of the industry.

If I can give a 0 or finger to Canada Life (used to be Great-West Life), I would love to do so.
Each time I call Canada Life, it takes more than 1 hour as an average wait time for the past 6 months. When I talked to the agent Stephanie (Dec 1, 2021) who kept telling me I just have to follow the steps so she can hang up. I have trouble submitting my Orthodontic claim online and would like her help but all she could do is tell me to follow the instructions and steps. In the end, I demanded to talk to her supervisor. She said she can't find one at that moment but someone will call me back within 24-48 hours, then 24 hours have passed (Dec 03, 2021) and I have not received any call from Canada Life. I called on Dec 2, 2021, another 1-hour wait to talk with an agent. This agent is better but while we were talking for less than 10 mins, either she hung up on me or had a technical problem, the call was dead. I even have not got a chance to know her name. After these 2 call incidents, I finally decided to write a review regarding the poorest service at Canada Life. An hour has passed and I am still (Dec 03, 2021) waiting to talk with the agent :(

Customer service is disgraceful - the average wait time to connect with a representative is 1 hour and beyond!
Example: I called on a workday, Mon, 18-Oct during business hours and had to wait for 1 hour on the line listening to their apologies for the delay. Shame on you Canada Life!
Most importantly - Canada Life is not willing to reimburse the eligible expenses under various excuses!
Example: it took them forever (more than 1 month) to review the claim for a standard Gastroscopy done in a private clinic. In the end, they requested an itemized statement of charges that the clinic cannot provide and refused to pay.
If your future employer provides you with a Group Plan from Canada Life - run!