Insurance Services Office
Canada LifeHeadquarters
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
19/11/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
The *** **** part of Canada Life has been taking money from my paycheques when they shouldn’t be. I signed and faxed the refusal of coverage form in February, 2024. The form clearly stated that if I refuse, I would have to go to a doctor and prove I am in good health to enroll in the future, which I did not do, because I don’t want the the coverage. The annual re enrolment came around, and the notice said that it would default to previous coverage if I did nothing. If my previous coverage was nothing, then it should still be nothing, and again, they said I would have send in paperwork from a doctor, if I refused the coverage in the first place. Never sent any such documents. I called Canada Life, got the run around, was even told the basic coverage was mandatory, which is a ***. ** * **** *** *** ***** *****. **** ******* ****** ***** ***** ***** ****. I can’t even log in on the site, ******** ******* ** ******* ** **** **** ******** *** ******* ********Business response
19/11/2024
Dear BBB,
We are writing to acknowledge receipt of your email. Thank you for bringing this matter to our attention.
The concerns will be reviewed in accordance with our company’s complaint handling process. Canada Life will be communicating directly with the complainant about this matter moving forward.
For more information regarding our complaint process, please visit our website at: ******************************
We trust this keeps with your mission and goals. You may close your file.
Sincerely,
Ombudsman’s Office
****** ** *********** *** ******** **** ***** ******* ** *** *** ************************ * ************** *********************** * **************Initial Complaint
11/06/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Canada Life has been receiving deductions from my bi-weekly paycheque for a couple of months when my deferred salary plan was cancelled. No one there has contacted me about what to do with the funds and ** *** ******** **** they didn't communicate with my employer. I have called several times now to try and get this money back, even though they have opened a file and claimed it was being sent back to my employer. No one here has received anything and I am still awaiting for Canada Life to send me the monies which they received. This would've been an easy solution to just do a direct deposit into my bank account.Business response
11/06/2024
Dear BBB,
We are writing to acknowledge receipt of your email. Thank you for bringing this matter to our attention.
The concerns will be reviewed in accordance with our company’s complaint handling process. Canada Life will be communicating directly with the complainant about this matter moving forward.
For more information regarding our complaint process, please visit our website at: ******************************
We trust this keeps with your mission and goals. You may close your file.
Sincerely,
Ombudsman’s Office
****** ** *********** *** ******** **** ***** ******* ** *** *** ************************ * ************** *********************** * **************Customer response
11/06/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
Matthew ****Initial Complaint
07/06/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Surrender of an insurance policy on my grandson. ****** life received my surrender notice on May 1st. I started phoning on may 15 they said it would take 10 to 15 business days to complete because they were so busy. They even said I can see your policy right . I will put a rush on it and you should have it in 48 hrs. I said great. Well that didn't happen. I phoned the complaint department and talked to Corrie ******** [customer service rep] and she said you didn't fill out all the forms. I scanned them for her and also mailed her a copy. Then I get a letter from Financial Solutions Centre asking to send in the signed papers. I know part of it is my fault for not signing all the papers but why didn't they tell me that when I first phoned them on May 15 and then several times after even telling it would be resolved in 48 hrsBusiness response
10/06/2024
Dear BBB,
We are writing to acknowledge receipt of your email. Thank you for bringing this matter to our attention.
The concerns will be reviewed in accordance with our company’s complaint handling process. Canada Life will be communicating directly with the complainant about this matter moving forward.
*** **** *********** ********* *** ********* ******** ****** ***** *** ******* *** ******************************
We trust this keeps with your mission and goals. You may close your file.
Sincerely,
Ombudsman’s Office
****** ** *********** *** ******** **** ***** ******* ** *** *** ************************ * ************** *********************** * **************Customer response
13/06/2024
Complaint: ********
I am rejecting this response because: I still do not have my money. I was contacted by Corrie ******** on Mon June 10. I told her how frustrated I was. She asked that I take a picture of the paper with my signature on it and send it to her which I did. I emailed her today but got no response
Sincerely,
Jan *****Last Update 6/25/2024
The complaint has been resolved finally. Thank you
Jan *****Initial Complaint
11/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In middle of May 2023 I had dental services done. I have not been refunded the $****** that Canada Life was suppose to pay back (covered by the insurance). My numerous call led me to differents excuses everytime : wrong documents were sent by dentist, e tranafer has been made ( no records in my account), a person will call you back, a supervisor will call back, etc.Business response
11/04/2024
Dear BBB,
We are writing to acknowledge receipt of your email. Thank you for bringing this matter to our attention.
The concerns will be reviewed in accordance with our company’s complaint handling process. Canada Life will be communicating directly with the complainant about this matter moving forward.
For more information regarding our complaint process, please visit our website at: ******************************
We trust this keeps with your mission and goals. You may close your file.
Sincerely,
Ombudsman’s Office
****** ** *********** *** ******** **** ***** ******* ** *** *** ************************ * **************
*********************** * **************Initial Complaint
07/02/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I have not been able to file a complaint directly with Canada Life because they do not pick up their phones or respond to my online inquiries. I also called the Ombudsman's Office and did not reach anyone there, nor did I receive a callback when I left a message on Feb 5. On December 2, 2023, my physician submitted a predetermination request by mail for coverage of something that is explicitly covered in my plan policy. Since that date, I've been following up iteratively with Canada Life to see when they will process it. They confirmed receipt of the letter in writing in December. Since that time I have had no update and written requests for an update are not answered. Nor are my follow ups. I've called multiple times and spent hours waiting on the phone. A week ago after 1.5 hours I was told that I would receive a call back within a few days. I never received a call.Business response
07/02/2024
Dear BBB,
We are writing to acknowledge receipt of your email. Thank you for bringing this matter to our attention.
The concerns will be reviewed in accordance with our company’s complaint handling process. Canada Life will be communicating directly with the complainant about this matter moving forward.
For more information regarding our complaint process, please visit our website at: ******************************
We trust this keeps with your mission and goals. You may close your file.
Sincerely,
Ombudsman’s Office
****** ** *********** *** ******** **** ***** ******* ** *** *** ************************ * ************** *********************** * **************Initial Complaint
06/02/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have been dealing with this battle since Nov/23, with a dentist at ** **** **** **** ** ********* ***** ***** ******r who owes me $******. She says Canada Life will pay it. They say the Doctor should pay it. I paid the doctor $******* as my bank statement shows. Canada Life says she will or should pay it. A fax was sent as shown the Standard Dental claim Form. I now I have to pay ****** Statement but it should be a $0.00 balance. * ** ***** ****** ** ***** ******* ******** **** *** ********** ** *** ***Business response
06/02/2024
Dear BBB,
We are writing to acknowledge receipt of your email. Thank you for bringing this matter to our attention.
The concerns will be reviewed in accordance with our company’s complaint handling process. Canada Life will be communicating directly with the complainant about this matter moving forward.
For more information regarding our complaint process, please visit our website at: ******************************
We trust this keeps with your mission and goals. You may close your file.
Sincerely,
Ombudsman’s Office
****** ** *********** *** ******** **** ***** ******* ** *** *** ************************ * ************** *********************** * **************Initial Complaint
01/02/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
My husband has an extended benefits through company using Canada Life. One of the benefits is Orthotics. In 12 years he has the benefit, this is the first time he submitted the claim for the custom orthotics as prescribed by a family doctor in 2023 and a podiatrist in 2022 due to arthritis on his toes. We submitted all the required documents on October 2023 and got rejected in November 2023. We called and send emails for an explanation or if they need a new prescription from a podiatrist. In the emails, they requested the same documents that we already submitted. They said it wouldn’t be a problem. We still haven’t received a payment of $*** from $*** claim we submitted. I called on Monday, January 29th to follow up. After 45 minutes waiting, a customer service answered and he said he will find out what’s going on with my claim. After 15 minutes, without explanation, he said I transfer your call to ****** ******** ****. ****** **** ********* * ** *** *** ********* *** *********** ***** ** ****** ***** **** *********** *** **** ******* *********** **** ** *** ***** *** *** ******* ******* *****. You refuse to pay what is ours for our health. My experience with Canada Life, they don’t put customers first. ****** ** *** *** ** ***** **** ********* ***** *** *** *** ******Business response
01/02/2024
Dear BBB,
We are writing to acknowledge receipt of your email. Thank you for bringing this matter to our attention.
The concerns will be reviewed in accordance with our company’s complaint handling process. Canada Life will be communicating directly with the complainant about this matter moving forward.
For more information regarding our complaint process, please visit our website at: ******************************
We trust this keeps with your mission and goals. You may close your file.
Sincerely,
Ombudsman’s Office
****** ** *********** *** ******** **** ***** ******* ** *** *** ************************ * ************** *********************** * **************Customer response
09/02/2024
Hi there,
Canada Life has solved the issue. Thank you for your help BBB
Linda *********
Initial Complaint
24/01/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I submitted a well being claim Nov 27,2023. Never looked at by the company I have called numerous times and advised they would escalate the issue to still not have it resolved. Talked to someone Jan 10th they said they didn't receive the receipt for the purchase. Sent that in thru a scan email she sent to me. Then was contacted again Jan 13 they have not received a receipt for the purchase. Sent that in again Jan 13. Then called again because I have heard nothing back, they said they would escalate it. Still nothing. The service with this company is the worse service I've I have ever encountered. I want my claim looked at, actioned and paid outBusiness response
24/01/2024
Dear BBB,
We are writing to acknowledge receipt of your email. Thank you for bringing this matter to our attention.
The concerns will be reviewed in accordance with our company’s complaint handling process. Canada Life will be communicating directly with the complainant about this matter moving forward.
For more information regarding our complaint process, please visit our website *** ******************************
We trust this keeps with your mission and goals. You may close your file.
Sincerely,
Ombudsman’s Office
****** ** *********** *** ******** **** ***** ******* ** *** *** ************************ * ************** *********************** * **************Customer response
24/01/2024
Complaint: ********
I am rejecting this response because: I have heard this numerous times. Every time I call they advise me they will escalate this and call me back. I have never heard from anyone and no one has contacted me back yet. The complaint process they have on their website isn't even applicable to me. I tried using that and called and was advised the process is not for well being accounts. The person answering the call could not even connect me to a manager for the well being accounts. This claim has been sitting in their system since November 2023. Their website advertises it takes 5 business days to process. It's been months. If this is not resolved by the end of the week, * ** ***** ** ******* *** ******* **** ****** ***** ***** *** *** **** *** .its just ridiculous. I just want my claim processed. I don't think I am asking for much
Sincerely,
Darlene ****Initial Complaint
20/12/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I have submitted a claim for reimbursement with all the required documents. I have emailed 7 times and called 4 times. Currently I'm on hold so far 1 hour and 20 minutes to rectify the problem. I am owed $****** for premiums paid.Business response
21/12/2023
Dear BBB,
We are writing to acknowledge receipt of your email. Thank you for bringing this matter to our attention.
The concerns will be reviewed in accordance with our company’s complaint handling process. Canada Life will be communicating directly with the complainant about this matter moving forward.
For more information regarding our complaint process, please visit our website *** ******************************
We trust this keeps with your mission and goals. You may close your file.Sincerely,
Ombudsman’s Office
****** ** *********** *** ******** **** ***** ******* ** *** *** ************************ * ************** *********************** * ************** ***** ************** ****** ** ** ******** * ******* * ******** * ******* * ********* *********** ** * ************* *********** *** * ******** * ******* * ******** * ******* * ********* ** **** ***** *** ******** ******** ** **** ***** ****** ***** *** **** ****** *** ** **** *** ****** ** ******* ********** ** ******* *** **** ***** *** *** *********** *** ************ *** *** ** *********** ***** ** **** *********** ******* ******** ** ***** ********* **** ***** ** ***** **** *** **** ** ************** *** **** ** ******* **** **** ******** ** ** ********** *** ************** ********** ** *** ******** ** ** ******* ******** ** **** ***** *** ******** ******** **** ******** ** ** ********* **** ** *********** ** ** ******* ** ******* ** ******* ********* * ******* **** ******* ****** *** ************ ** **** **** *********** **** *** **** ***** **** *** ******* ** ********** ****** *** ****** **** ** ******* *** ******** *** ** ******* ******** *** ****** ** ***** ** **** ********** ****** ************** **** ** *** *** ** ** ***** ** *** ******** ****** *** ** ******** **** ******Initial Complaint
07/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had a free eye exam in my account, and Canada Life's website mentioned the chance of customary charges, which I could learn more by calling or checking the customary charge list online. I did both, yet neither the agent nor the online list mentioned any limitations on my eye exam. At the eye clinic, I was unexpectedly asked to pay $** CAD by myself because there was a limitation on the eye exam which Canada Life never informed me about. I only took the exam based on the incomplete information Canada Life provided, and I would have never proceeded if I knew about this limit. I called Canada Life about the problem. They insisted that I should have called them every time before using my plan to inquire about coverage. I explained that I did call beforehand. Then, they argued that I should have specifically asked the agent about any limitations on the coverage — yes I must ask that exact question to find out the eye exam wasn't actually completely free. I filed a complaint since their explanation made no sense. Canada Life reached out to me and again, they acknowledged they failed to provide me with enough information but refused to reimburse the charge, which was completely unjustified. **** **** **** ***** * *** ******* they said that their website and agent are not intended to provide customers with full details — but doesn’t your website clearly states that customers can find details about customary charges by either checking the list online or calling which I did? Canada Life should take responsibility for their mistake and cover the charge.Business response
21/12/2023
Hello
Canada Life has been in communication with the customer directly and is handling according to our process.
Sincerely,
Customer response
21/12/2023
Complaint: ********
I am rejecting this response because:Despite Canada Life being in communication with me, they have not provided any helpful resolution. After spending over a month reviewing my case, they refused to reimburse me, even though they admitted their mistakes. They asked me if I wanted to wait for another month for them to review the case again, but it's obvious the result would be the same. **** ******* ***** **** ** ** *********** *** ***** *********
Sincerely,
Dongyue **
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Contact Information
Customer Complaints Summary
28 total complaints in the last 3 years.
4 complaints closed in the last 12 months.
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