Canada Life Group Benefits Insurance Reviews

I am a retired Canada Life employee with 37 years of service. I worked in a number of areas, and for 22 years was responsible for the management of group health, dental and disability claims. Our service standard for medical/dental claims was 5 days for dental and 10 for medical claims. We consistently met these service goals, in a very competitive group insurance market. Not to do so, would have resulted in a loss of business and “my job”. It is shocking to see the current state of affairs in Canada Life’s claims area. The acquisition of the Federal Civil Service Plan has resulted in huge increases in claim volumes, without sufficient staff to provide adequate service. Senior Management are to blame. Hopefully, more staff have been hired and within a short period of time the claims area will be able to deliver much better service to all their group health and dental customers.

They simply wont pick up the phone, I called 3 times, waited over an hour each time.
As bad as it gets.

This company took over the PSHCP program for Government of Canada employees. It was impossible to speak with an agent for the first two months of transition. They failed to communicate key policy points that meant my significant other will lose name brand drug coverage. Unacceptable.

Ever since Canada life became the PSHCP insurer it has been a nightmare to get claims approved. Long processing times, multiple audits, unknowledgeable customer service reps. It's a circus. Missing sunlife with seamless app claim.

The government needs to investigate them and find a better provider.

Every time you phone them you sit on hold for an hour minimum. Then if you’re lucky enough for someone to answer they don’t know anything. They say they will look into it and never do.

I have had nothing but long waits to get through to a rep. 1 1/12 hours with a disconnect just to update important information. Calling from 2 phones at 1 time to see if I'll receive quicker service. Told one thing by 1 rep, transferred to another, as they don't have the knowledge to do this exchange of information. With another 1/2 hour wait. Told there is 6 month prescription availability, but the pharmacist claims its wrong! They are training new staff I'm told. It's unfair to the clients and the staff if this is their training. It's not good enough.

Worst service EVER! Messages (plural) sent through their online portal not even acknowledged, no response. Submitted a claim - Canada Life has advised me that the garment prescribed by my physician for the treatment of a recently diagnosed condition.
Is not considered a valid treatment by them. Apparently, they know more about me & my condition than my physician. Appalling.

Canada Life owes me $500 from claims I direct billed last week and that they accepted. The usual timeline for payments is approximately 2 days. It has now been 8 days. I am a sole proprietor and cannot float this debt. I have have been on hold several times this week for long durations but had to hang up because I have to work. I have communicated with my clients that until Canada Life fixes their "technical difficulty" I they will have to use some other method of payment.

Canada life is definitely the worst insurance company in existence. Their so called customer service is ridiculous. None of the “agents” care. You submit a claim and wait months to be reimbursed. They stall on purpose, they don’t want to pay any claims. Please do yourself a favor and stay away from this horrible company. My ex husband’s insurance company reimburses their claims in 24 hours or less. Canada life is a joke. Months to get your money and even when it’s the “leftover” amount. Unprofessional and brutal! I wish my employer would make the switch !!!!!!

I was diagnosed with a cancer that came back. They cannot cure it but it can be treated. The form for pre authorization was sent 3 weeks ago both by the oncology department and Phizer. Both have confirmed that they have had only problems with this company. Today I paid 6200$ for my medication on my credit card. I can’t keep this up. I’m so discouraged.