Insurance Services Office
Canada LifeHeadquarters
This business is NOT BBB Accredited.
Find BBB Accredited Businesses in Insurance Services Office.
Complaints
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
27/11/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I submitted a claim for reimbursement on Oct 27, 2023, to which there is no question whether or not it's valid to be paid out. It's a normal prescription for diabetic meds. The amount I'm claiming is the difference owing to which they don't cover under the normal plan. This was submitted under my "health care spending acct" which is what this acct is for. I've emailed them several times. They did point me in the direction of an SSP form for the Gov't to become my first payor, however the current claim still needs to be paid out. Not understanding why it's taking so long, *** ***** *** ********** **** ****** *********** ******. I am at the point where I have to renew my prescriptions but can't because I don't have my payout.Business response
28/11/2023
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 at: ******************************
We trust this keeps with your mission and goals. You may close your file.Sincerely,
Ombudsman’s Office
****** ** *********** *** ******** **** ***** ******* ** *** *** ************************ * ************** *********************** * ************** ***** ************** ****** ** ** ******** * ******* * ******** * ******* * ********* *********** ** * ************* *********** *** * ******** * ******* * ******** * ******* * ********* ** **** ***** *** ******** ******** ** **** ***** ****** ***** *** **** ****** *** ** **** *** ****** ** ******* ********** ** ******* *** **** ***** *** *** *********** *** ************ *** *** ** *********** ***** ** **** *********** ******* ******** ** ***** ********* **** ***** ** ***** **** *** **** ** ************** *** **** ** ******* **** **** ******** ** ** ********** *** ************** ********** ** *** ******** ** ** ******* ******** ** **** ***** *** ******** ******** **** ******** ** ** ********* **** ** *********** ** ** ******* ** ******* ** ******* ********* * ******* **** ******* ****** *** ************ ** **** **** *********** **** *** **** ***** **** *** ******* ** ********** ****** *** ****** **** ** ******* *** ******** *** ** ******* ******** *** ****** ** ***** ** **** ********** ****** ************** **** ** *** *** ** ** ***** ** *** ******** ****** *** ** ******** **** ******Customer response
28/11/2023
Complaint: ********
I am rejecting this response because: They currently have it stated they will not respond before 14 days, they are Impossible to get on the phone or a response by email, why would this complaint be any different. I guarantee 100% I won't hear from them!!!
Sincerely,
Tanya *********Initial Complaint
27/11/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
On Oct 10 2023 I picked up a prescription at ******* **** ***** ************* ** and submitted my claim to Canada Life on Oct 11 and they received on Oct 19 th 2023. I emailed them on approx. Nov 13 and they advised me to above effect . also at that time they apologized for delay and said they are having excess volumes and are now working on Oct 10th receipts. I emailed them again and told them this was not acceptable and hire some people . Today is Nov 25 th and still no money or any further info from Canada life. this is on going problem and this time is /has been the worst. my claim summitted was for ******* I should not have to wait this long to be reimbursed. ******** *** *** ** ** ***** ** ******* ***** **** ************ ***** *** *** ******Business response
27/11/2023
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
01/11/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I am looking to obtain details regarding my health coverage through Canada Life post transfer from the ****** ******* ****** **** ****. I am unable to access any information online because I am locked out of my account. When I phone the contact center, they require my Canada Life ID#, which I don't have. So, I've hit a dead-end in that regard. I have also not received a new benefit card in the mail which would be helpful to have and would provide this information. I need to know that they have my information correct with regards to my dependents listed. I have attempted to speak with an actual person for months now with no luck.Business response
02/11/2023
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 at: ******************************
We trust this keeps with your mission and goals. You may close your file.Initial Complaint
18/10/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I need some help. There is absolutely no way to file our benefits claims cuz YOUR SITE AND APP DOES NOT WORK! *** ** ** **** ** ** * **** ***** *** ** ** ** ******* ******* *** **** *** ******* **** ******* not even on website. Your app is broken. Your website is broken. I’ve paid out of pocket for my ambulance fee and supposed to be able to claim. I’m paying you $***+ premium monthly. For the ability to use said benefits. ***** ********** **** *** **** ******* ****** *** claim took 3 hours and 20+ attempts and none works, and can’t call you your business hours are so short the west coast can’t even call you at 4 pm on a reasonable “off work hour”. *** *** **** ** **** *** ****** ***** **** *** *** ****** **** **** ** **** *** ** **** Why can’t your site just work? And there is no email support. Just calls. But never available hours to call you. ***** **** **** Someone fix the site. And I’d like someone to somehow reach out to me in a more “work hour friendly” method so I can send the required documents in to get my $** reimbursement *** ** *** **** *** ******** ********* **** *** *** ***** **** * ** *** **** ****** *** ***** ** *** **** * ***** ********* ** **** *** *** ** **** *****Customer response
20/10/2023
They have reached out with some sort of back end manual upload option where I send info in signed and they will upload it to their system for me. I consider this resolved ??
Please close complaint
***** ***
Initial Complaint
17/10/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I first contacted Canada Life on September 10, 2023 - In my initial communication, I submitted two separate inquiries: (1) a request for an assessment of a quotation I had submitted, seeking confirmation of the potential reimbursement amount for a specific medical procedure, and (2) a query regarding the reimbursement amounts for two different types of services, which were not specified in their documentation. This lack of clarity on reimbursement amounts was a concern for me as it seemed as if the determination of such issues was at the discretion of individual agents) - something that is unacceptable to me as well.. Their automated response indicated that I would hear back from them within 1-3 business days. I didn't hear back and again contacted them on September 25 and October 5, yet still haven't heard from them. The absence of communication from Canada Life raises the possibility that my health and dental situation may worsen over time, and I could miss out on the opportunity to utilize my allocated benefits for the year. This situation is concerning and needs to be promptly addressed. I experienced a similar issue last year. I find it wholly unacceptable that, even after more than a month, Canada Life has failed to respond to my inquiries.Business response
25/10/2023
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 at: ******************************
We trust this keeps with your mission and goals. You may close your file.Initial Complaint
06/09/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I cancelled my medical insurance with Canada Life by phone within the same month (February 2023) because I got another insurance with ******** (better price and coverage). Canada Life continue to take a payment every month from my bank account even I have cancelled this insurance. I am paying insurance with Canada Life and ******** for the last 6 months. I wrote to Canada Life and they do not want to reimburse me for that amount and today I talk with an agent and he was very rude and he hung-up on me today. INFO: my number of insurance with Canada Life: ** ****** ********** *** *** *****Business response
06/09/2023
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 at: ******************************
We trust this keeps with your mission and goals. You may close your file.Customer response
22/09/2023
Complaint: ********
I am rejecting this response because: My cancellation by e-mail was sent on February 3, 2023. The Answer to my complaint: they will reimburse me for the month of August only. it is mentioned that my cancellation was done in August 2023. I have send them a copy of my e-mail of February 2023.
Sincerely,
Ian *****Business response
28/09/2023
Good afternoon
We have followed up with the area handling the complaint and they will contact the customer directly with an update.
Sincerely,
Ombudsman’s Office
Customer response
06/10/2023
Complaint: ********
I am rejecting this response because: I did not received a favorable answer yet. They still evaluating the situation.... It looks a little bit better than the last time.
Sincerely,
Ian *****Business response
13/10/2023
Hello
Thank you for the follow up email.
Canada Life will contact the customer directly.
Sincerely,
Ombudsman’s Office
Initial Complaint
24/08/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I spent 5 days trying to speak to someone. I either got a message that they were busy and to call again. If I did get someone, they couldn't help me and would give me the same telephone number to call. So I wrote a letter, requesting a form to submit my claim expenses on 4 weeks ago. I have received neither a reply or a form. I Finally got someone who reluctantly said they had people to call you back and I would hear from them in the next 3 or 4 days. You can not wait by your phone (I only have a land line, no cell, no computer ) for 4 straight days.Business response
25/08/2023
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.
*** **** *********** ********* *** ********* ******** ****** ***** *** ******* *** ******************************
We trust this keeps with your mission and goals. You may close your file.Initial Complaint
01/08/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Date of the transaction: May 16, 2023 Amount of money paid: $******* the business committed to provide: 80% of a medical device (**** *******). Nature of dispute: They have not try to solve or contact me for the refund after 3 months. I always have to figure it out if the information I sent is what they are looking for (this has been since I purchase the service (September, 2022). The reason I bought the machine is because it was pre approved and by the end of may they are asking for a physician signature, again, which will cost me more financially and time. Whenever I call they do not know my ID or plan, or until when is the plan covered. They say I will have to look for my documents or through **** (******* * *** ******** *****). Most of 2022 their page was not working so I could not get the device earlier, **** **** ** ******** ******** ** ** ******* *** ********Business response
01/08/2023
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 at: ******************************
We trust this keeps with your mission and goals. *** *** ***** **** *****Ombudsman’s Office
Bureau de l’ombudsman
*** ******** **** ***** ******* ** *** *** ************************ * ************** *********************** * **************Initial Complaint
24/07/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Canada life has taken over processing health insurance claims for public servants. I filed my claim on July 4. It has taken 4 weeks because they needed an address. Their phone line always says lines are busy. Nobody responds to e-mails. CS agents on chat frequently disconnect when they can't answer questions.Business response
25/07/2023
Dear BBB
Canada Life acknowledges receipt of this complaint. We will connect with the customer directly to resolve the concerns.
Sincerely,
Customer response
25/07/2023
Complaint: ********
I am rejecting this response because:They just passed the **** to the department that has routinely ignored my requests for follow up. All I received was a copy-paste stock response how there were other channels that I had to go to before complaining to them. Which ignores the fact that their phone lines are overloaded all day long and their website breaks if you so much as look at it the wrong way.
Sincerely,
Nicholas *****Customer response
04/08/2023
I received a phone call from someone at the Ombudsman's website on July 27th. After listening to my complaint they said they would forward an urgent request to have my case looked at.
One week later and still no forward movement.
Initial Complaint
20/07/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I am trying to complete my 87-year-old father’s s public service, healthcare plan positive enrolment form, which takes him to Canada life. The paper form provides a number to contact if you have questions, ************. When one calls this number, one pushes buttons for two minutes and then are told a representative is not available, to go online, and then hangs up on you! My father is 87. He has no computer skills and because he couldn’t go online and get answers, his form did not get filled out, and we’ve had to pay full for his prescriptions. Advising an applicant they can’t help you because they are not available, then trying to force one to go online when one does not have the capacity or the ability to do so* ** ** ***** ** *************** ********* **************. I have called ************ multiple times and always heard the same recording, then disconnected! I am presently on the phone with a different Canada life number hoping they can help me. I have been on hold 45 minutes when the recording advised a 15 to 20 minute wait time. My father is a veteran. He has served his country and now he’s in assisted-living and trying to make the best of the rest of his life. He cannot afford to be paying full for his prescriptions and he doesn’t need the additional stress because he can’t get this paperwork filled and it’s costing him money and it’s upsetting him.Business response
04/08/2023
The Ombudsman's Office confirms receipt of the complaint.
We will work with the complainant directly to resolve.
Sincerely,
*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Customer Complaints Summary
28 total complaints in the last 3 years.
4 complaints closed in the last 12 months.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.