Canada Life Group Benefits Insurance Reviews

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.

I never leave reviews, but really feel the need to do so here. I hope to save you many headaches. I strongly suggest you choose someone other than Canada Life for your extended health benefits. Canada Life lost my manual submissions twice, $money was never reimbursed; predeterminations for dental took over 2 months (my husband's plan, thru a different provider, took less than 72 hours). You'll get transferred to 5 departments, you'll wait in the calling queue on hold for over 30 minutes with each call transfer, have to go through the story 5 times and still not get anywhere in the end.
I've dealt with 4 other service providers over the last 30 years between my work and my husband's work. If you're in the market for individual health benefits and you choose Canada Life, can't say I didn't warn you. Good luck and take care.

I have never known a company create so many hindrances and delays to perform the sole purpose that their business is supposed to provide. I wish my company didn’t use them as they generate more hardship than they solve. For seven years through Great-West Life and now Canada Life, it is such a rigamarole to try a submit health expenses that the effort is almost not worth it - and that is if they honour their obligation.
To Canada Life: If you must average hour+ call wait times (at least), then have more than 27 seconds of uplifting swing jazz to become more maddening slowly - unless this is by design. In 7 years, I have not experienced one moment where I feel this company is trying to help a patient, but I have lost track of how many times their actions are geared to deny claims and make any communication horribly inefficient.
Go thank yourself, Canada Life.

They have customary charges listed on everything but don't say it in the package.
They even have customary charges that aren't listed on their website. As a result of this and other deductibles, the percentage coverage is never the full percentage. It's a scam for what we're paying.

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!

The staff are not professional and don't know their service, unknowledgeable, rude, unhelpful. When they could not explain their service, they become impatient and rude.

The absolute WORST benefits company I have ever had the misfortune of being insured by. Terrible customer service, terrible coverage. I'm going to ask my employer to cancel so I can get private health insurance with another company.