Canada Life Health Insurance Reviews

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.

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.

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 -5 stars if I could. This "company" is a joke. Since I switched from Sunlife (which was great) to these people, I am living in a nightmare. They keep denying coverages and refuse to cover my medication fees which was alright 100% with Sunlife (my and my wife plans). Not to mention the horrible customer service full of incompetent agents with 0 knowledge and 0 training. RUN AWAY!

Call waiting times are anywhere from 2 hrs to 4 or 5 hours, at which time you are disconnected.
Canada Life recently took over the Public Service Health Care plan. It has not been a smooth transition to say the least. Long wait times, calls not returned as promised, lost and missing claims, denied claims that were previously covered, the list of complaints goes on and on. Entire facebook groups are dedicated to what is going wrong.

You cannot call through to Canada Life, you can not chat with them, and they ignore your emails. Customer service is non-existant and they are not administering the plan, not providing reimbursements, and not communicating whatsoever. Countless plan members have sought out legal action and media attention. Stay away at all costs, this company will fail soon.

I see my claim refused and given the following reason for the refusal: "the provider does not meet our requirements". So fine, I now need to know what requirement is not met by the provider so that I may choose one that does meet the requirement.
I asked Canada Life to explain further, and it took them 4 days to email me stating that my "provides does not meet our requirements". How is that supposed to help? It is clear that no one bothered to look into the claim to answer a very legitimate question.

IF I COULD GIVE ZERO I WOULD!
Time after time, year after year having to deal with this company for health insurance claims is absolutely terrible! Their agents you speak to are useless and their denial rates are atrocious. The money this company makes and they deny claims and change rules and makeup or don’t even read submissions properly. I often wonder who works here, as they “misread” claims all the time. I wish my company did not have Canada Life as Benefit. Spend hours trying to please them and endless amounts of paperwork. Denied orthotics all the time, even though send in all the pages of paperwork required, suddenly new rules and new paperwork needed. Have even been preapproved only to be denied when submitted for money. The knee brace was denied because the family doctor prescribed an ACL tear, but the orthopedic surgeon wrote on their forms surgery was done for ACL, so they deny the claim as the doctors don’t “match”??? Ridiculous & the most frustrating company EVER! I could go on & on with numerous examples. Don’t use this company if you don’t have to!!!

Do not cover any drugs related to cancer. Denied my stress leave. I have to fight for any and all coverage. A letter for every medication to justify why or if there is another medication he could use. Seriously! Money for nothing. Avoid them at all costs.

Had two claims denied or only partially covered for the most frivolous reasons. No sense of customer service or understanding.
First was a monthly dental exam denied for being 1 day early out of an entire year. It's truly picking at the details and finding any reason to deny you coverage. Would hate to consider if it was a more important claim at stake.
The second was an eye exam only partially covered due to 'customary amounts'. However, THEY DO NOT SHARE the customary amounts. Totally unfair to say you will cover eye exams and then create an arbitrary hidden limit you never tell your customers. It might as well be a $10 limit, cause no one will know. Not to mention the coverage wasn't used for many years longer, zero understanding or transparency.