Horrifically slow and terrible customer service
by MMKP on Oct 7, 2022
1 out of 5 stars
Worst service, 6 months still my claim not processed. They make you pay premiums for longer than my delayed processing. Hours of hold time. Pathetic service.
You can never talk to someone about your specific needs when you phone. If someone does pick up the phone, they transfer you, and you are placed on hold again. Then after an hour and half of being on hold, the call will end.
Customer service is brutal, beyond pathetic. French or English customer service reps are often unknowledgeable about the products/services Canada Life provides. Estimates for procedures take as much as 3 months to be evaluated, contrary to their stated 5–7 days. Most of this dysfunction is related to Canada Life securing an insurance agreement with the Government of Canada civil servants. Embarrassing!
I haven't been able to get a single claim approved or processed for normal and fully covered expenses. They aren't helpful on the phone. They blame the service provider or the client instead of accepting responsibility for their broken processing. And they don't provide an email address to work through troubleshooting issues. Only over the phone! Mon to Fri. If you can get through.
This company makes it really hard to cancel the group benefit plan. Their online tool is very difficult to use with tons user names and password that you can not remember. After you figure out, their website does NOT allow you to cancel. You have to call in to talk to their "Service Advisor" in person, which is a voice mail!
Absolutely worst company to deal with. Long wait time to speak to agent or supervisor, long call back time, high rejection rates. It seems like Canadalife does not want to reimburse us for medication. They make you wait for a long long time before an agent answer you.
I put in 3 clams from mid October to mid Jan and 2 were rejected. For one of the claim, I had to paper file in and sent in thru email. I submitted the claim on Jan 10, 2024. I had called 3 times was told the paper claim would take a month before it would be reviewed. I called today and was told it was rejected and I wasn’t able to view the claim on canadalife website. The agent told me it was rejected due to incorrect DIN.
The DIN was provided to my pharmacy by Canadalife. Before doing the compounding, my pharmacy was on the phone with Canadalife agent for 20 minutes and was given the DIN and dosage and the agent assured my pharmacy that this should be approved by Canadalife. Fast forward one and a half month later, I am now told DIN is not correct. I can’t go back to my pharmacy now and ask to call Canadalife to get the correct DIN.
I told them I would like to talk to the supervisor and was told supervisor not available and she can only put in a callback and it could take up to 5 to 7 business days.
This is not acceptable. We never had such issues when we were dealing with SunLife.
I submitted my claims several times, they always try their best to postpone the settlement. I spent a lot of time to call them or sent email through their contact information, that is totally wasting your valuable time.
If you consider your life or healthy insurance, please consider other companies.
Absolutely terrible. Cannot reach them by phone, don’t process claims that were approved by previous Insurance. A disgrace to Public Service pensioners
I would give these people a -10 if the option was there.
I submitted Dental expenses on Canada Life confusing and not so functional web site. No one got back to to say some information was missing. I have been trying to call them, waited for 1 hour 45 min no response for 2 days. After I hour and half a message came on to leave a message for them to call me back. A week later no call. I even emailed, still no response. Still waiting someone to call me back. I don’t understand how on earth companies like this stay in business. PATHETIC!!!
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They take forever to process anything, their website is horrible, and their customer service is non-existent. I have called twice in the last week and been on hold for over an hour each time and then they just tell you they can't solve your problem and they will escalate and someone will call you in 2 business days but they never do. I genuinely don't understand what the point of their customer service team is if they have to escalate everything.