Canada Life Group Benefits Insurance Reviews

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...

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.