Canada Life Health Insurance Reviews

Went off on short term disability, expected to last 2 weeks and my claim was approved. I was required to extend my benefits, and this is where they earn their 1 star. It has been over a month. They don't return calls, they don't respond to emails, customer service hangs up after waiting in a queue, they don't reserve your spot in line. The agent assigned to my case doesn't answer her phone or call back, doesn't respond to emails. 45 days, 8 emails, over 30 calls. I haven't talked to a single human being yet and my coverage hasn't been extended.

They deny many drug claims even with a doctor's note. Also, I have been trying to cancel my policy for 2 years with just a big run around and have been paying for my ex for 2 years after my divorce. Stay away at all costs! I would gladly pay $500 to get out of my policy. I guess I need to go to court. The worst company on the planet!

I have left several messages with an agent to call me back. I have a time-sensitive issue. Just need an answer to a simple question.

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!

The transfer from short term to long term disability has been nothing but horrible. Been going on about 2 months without pay because of them.

It's been over a year and I still can't get coverage, even thought you take my money every month. I'm a veteran of 28 years of service for this country. Now that Canada life has taken over, it's been a year and I'm still paying out of pocket for medications. I completed positive enrollment and after 6 months of misery I was finally able to submit a claim. It worked for 2 months then all my info was deleted and now my family is not covered again. I spend hours on the phone but no one answers. The website does not work, I can't update my profile or submit claims. So what does a veteran do, I guess my only step is the media, I've sent messages, complaints, contacted my member of parliament but here we are still dealing with this very sad excuse for insurance companies. I would love for someone preferably a top executive to contact me to explain why they can not do their job.

John

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.