Canada Life Health Insurance Reviews

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!

We were moved over to Canada Life from previous health insurer (SunLife). We have had an incredibly frustrating time trying to get payment for simple items that should be covered. I have submitted the same claims no less than 4 times, with 4 different doctor prescriptions/notes. We have called 6 times and still there is no resolution. My sense is that Canada Life will extend the process for up to a year and then deny all claims as the claims get aged out. I don't write negative reviews normally but the service, the website and behind scenes management is beyond bad. Employers and others interested in Canada Life as a health insurance provider should be very wary!

Canada Life since taking over has messed up a bunch of people as they are not prepared to handle this plan. I've been waiting for 3 months now and they have lost my claim. Customer service is terrible wont answer your questions.

Phone wait times are awful, I spent over 100 hrs on the phone in a 2 week period, waiting for someone to answer. Most of the time I was cut off and had to redial.

Most times, I have been unable to speak to anyone (after waiting over an hour) and the one time did, I got transferred multiple times. After spending hours on the phone waiting, the various people didnt have answer and I was told someone would call me back - they never did. These are just some of the underlying issues.

You can’t get through by phone and you can’t get information about what is covered and what isn’t and why not and how to process anything. Claims are delayed by months. Absolutely awful.

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.

The PSHCP switch to Canada Life has been a nightmare. The customer service is lacking. I’ve wasted hours on hold being passed around and getting disconnected. The majority of the time you can’t even get through. They do not have an authorization form/process so that a spouse can ask questions or help manage the plan.

But for me the real problem is… that my 8 year old requires a lifesaving feeding tube and all feeding tubes and supplies that were previously covered under the plan are not an eligible expense now. They are playing with peoples lives.

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.

Since April 2023, I have been calling as a new enrolment for the PSHCP, and what poor customer service. First I called to change my email address and was told to call back in May after being transferred to 3 different queues! Today I called on May 16, 2023, to be informed that nothing can be done over the phone and to expect a return call within 24 to 48 hours. Apparently, nobody there is competent enough to solve my issue right away resetting my password! What a waste of time and this is so frustrating. Hopefully, this will be resolved by July!

The representatives are not knowledgeable and you get a different answers from different people. Covered claims are frequently rejected and the logic used is mind-boggling. Know your plan in and out so you can challenge them. Once you appeal, understand you are in an arduous and timely process. And these are for covered costs. Logic took a vacation with their staff and the level of dissatisfaction from plan holders is across the board bad. They manually process claims and delays in payments are the norm. If you want unhappy employees then Canada Life is your provider