Canada Life Group Benefits Insurance Reviews

I have been a long-term group member under Great-West Life for more than 40 years and am now with Canada Life due to their 2020 business change. There has never been a problem until this year. The plan covers Prescription glasses every 4 years. This year, we purchased eyeglasses based on an Optometrist's prescription, paid fully upfront (as usual) and then submitted the claim with receipts to Canada Life. DENIED! Reason: "This provider is not eligible for reimbursement". Tried telling them that the provider had not asked for payment, we paid in full and had used the same provider in 2019. We simply wanted the Vision Plan benefit. Well, after several telephone complaint discussions and an appeal that a representative put in, the same response is given. Trying to escalate the complaint to the Ombudsman was another disappointment. We were referred to a vague Customer complaint process. After more than two weeks, the issue is still pending. Our options are limited. We are seniors and this experience has left us emotionally drained. Short of taking legal action, there is no accountability.