Canada Life Group Benefits Insurance Reviews

I have been a long-term group member under Great-West Life for more than 40 years and am now with Canada Life due to their 2020 business change. There has never been a problem until this year. The plan covers Prescription glasses every 4 years. This year, we purchased eyeglasses based on an Optometrist's prescription, paid fully upfront (as usual) and then submitted the claim with receipts to Canada Life. DENIED! Reason: "This provider is not eligible for reimbursement". Tried telling them that the provider had not asked for payment, we paid in full and had used the same provider in 2019. We simply wanted the Vision Plan benefit. Well, after several telephone complaint discussions and an appeal that a representative put in, the same response is given. Trying to escalate the complaint to the Ombudsman was another disappointment. We were referred to a vague Customer complaint process. After more than two weeks, the issue is still pending. Our options are limited. We are seniors and this experience has left us emotionally drained. Short of taking legal action, there is no accountability.

Ex-military and our medical insurance was with another very good company and has now been taken over by Canada Life. I was supposed to receive an E-mail with forms to fill out. I have not received anything as of yet, take over was 01 July 23 been trying to call for the past three weeks without any luck. The message is always the same DUE TO TECHNICAL PROBLEM, WE ARE TEMPORARY UNAVAILABLE. This is unacceptable when you are paying into this company that does not even care about your health, well-being or you as a client.

For the past week, I am trying to contact their representatives either via email or phone and get disconnected after their voice message. Apparently, they are overwhelmed and cannot cope with the demand for services. Unacceptable service. Again another poorly planned and executed transfer of insurance services.

I have been trying to reach someone at Canada Life for 2 weeks to no avail.
No matter the time of day I call, even at their morning opening hour the message is the same: “No agents available, call back later”
On July 1, 2023, the Public Service Health Care Plan (PSHCP) was transferred from Sun Life to Canada Life. One would never think the ill planning of such a transfer could reach this level of incompetence.

I have no idea why the government divorced Sun Life to marry a totally horrible service! There is no customer service; it says if you work for the government, there is no agent available to go online. There is no chat service available. It's been over a week and my claim has not been processed. When finally it was looked at, they ignored the lower part of the invoice and considered the amount before taxes as the claim amount. Is there any training provided to agents processing the claims? What is their education level? I was forced to put 1 star since 0 stars is not accepted.

The Federal Service joined Canada Life, on July 1st and I never thought I would miss Sunlife. When you've won a bid and have more than 1 million customers joining, it's a good idea to hire staff to account for that volume beforehand. It went from one-hour wait times, just to leave a voicemail to "our customer service representatives are currently unavailable due to large call volumes” and the call disconnects. The website is also useless. I completed positive enrollment only to receive a copy of my dental card and now I am waiting for them to fix an issue in the system in order to get a copy of it. In all of its wisdom our employer and Canada Life decided not to send out plastic cards, good intentions but given the current situation, it would literally solve a good portion of their issues. I have a depilating illness that requires expensive prescription medication and physio, which I am paying out of pocket because no one can give me access/a copy of my card. Worst preparation, I am terrified about the reimbursement process and once again public servants are at the mercy of a new change that wasn't properly executed and we'll be the ones to suffer.

Horrific terrible health and dental insurance company. Why on earth would my employer leave the previous insurer (which is a 5-star ⭐️ company) for this subpar company that is at a 3rd world country standards (I think worse - I wouldn’t wish this type of dreadful company to any country in the world). Rude miserable unhelpful customer service should they answer after almost 2 hours, an APP from hell and a website that makes it extremely difficult to file a claim. Makes a customer go crazy with frustration in using this useless company. Life is going to be HELL with Canada Life.

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.

First, we don't know which option to take on the phone, we then wait one hour and then, we finally talk to someone and it was the wrong option taken so they redirect us, another hour of wait and then finally someone answered and because she was working from home, call quality was bad she had to hand off and we had to redo the whole process again, only to talk to one person...

After emergency surgery, I was told I was covered until a certain date, but their letter was misleading as to the length.
I've since returned to work and will be 4 weeks with 0 income. By the time I receive a paycheck, it will be too late.
I am losing my home. Canada Life took my life. I hate this company.