Canada Life apologizes to federal public servants for health insurance claim problems
The federal government’s health insurance provider is apologizing to federal civil servants for poor service.
Since Canada Life took over in July, current and former public service employees have reported numerous problems, including having prescriptions refused and slow customer service wait times.
- Sign up now for our nightly CTV News Ottawa newsletter
- The information you need to know, sent directly to you: Download the CTV News App
"We get complaints every single day regarding Canada Life," said Chris Aylward, national president of the Public Service Alliance of Canada (PSAC).
Approximately 1.7 million federal workers, retirees and their dependents are covered by Canada Life. Many say they’ve experienced long wait times or have been denied insurance claims.
On Thursday, Canada Life appeared before a committee in the House of Commons. The insurance provider apologized for the problems and said it has increased staffing at its call and claims processing centres to reduce wait times.
"Our action plan is working," said senior vice president of Canada Life Ryan Weiss. "Call wait times as noted are now an average of approximately one to three minutes, claims are being processed within approximately two days and our top priority now is maintaining service levels."
Della Wilkison, a retiree in Ottawa covered with Canada Life, was having problems getting her insulin pump supplies, the reservoirs for delivering her insulin.
The problems were resolved after talking to CTV News in October.
"I was on the phone for three hours before being cut off. Now, when I’ve called more recently, the phone was answered within half-an-hour so I think they really have improved," she said.
In a statement to CTV News, Canada Life says they are continuing to make improvements.
"We understand how important these benefits are to individuals and have established an urgent cases escalation process as part of our customer service action plan so that every customer under this plan has access to their benefits," said a Canada Life spokesperson in a statement to CTV News Ottawa.
PSAC says it still hears from members frustrated with the service.
"A single mom who pays $800 a month for life saving diabetic supplies and has to fight with Canada Life every month to get reimbursed – that’s not good enough," said Aylward.
"That apology, our members can’t take that to the bank."
CTVNews.ca Top Stories
![](https://www.ctvnews.ca/polopoly_fs/1.6953326.1720210424!/httpImage/image.jpg_gen/derivatives/landscape_800/image.jpg)
CRTC posts independent report on Rogers outage, says company made necessary changes
An independent report into the 2022 Rogers outage says the company lacked several protections and redundancies that could have either prevented the outage or ended it sooner.
Ottawa woman, cancer survivor, 49, wins $70 million, plans to help community
An Ottawa woman, who has survived cancer and has overcome addiction, has won $70 million with Lotto Max.
Church must pay $104 million to victims of historical abuse in Newfoundland
The Roman Catholic Church has been ordered to pay settlements totalling $104 million to 292 survivors of historical abuse in Newfoundland and Labrador, including those at the now infamous Mount Cashel orphanage in St. John's.
Eight-year-old boy pulled from water covered in blood after bite at Montreal beach
An eight-year-old boy from Los Angeles had his vacation to Montreal include a dramatic moment when a creature swimming underwater bit him causing a bloody scene at Jean Dore beach.
Earth's core has slowed so much it's moving backward, scientists confirm. Here's what it could mean
Deep inside Earth is a solid metal ball that rotates independently of our spinning planet, like a top whirling around inside a bigger top, shrouded in mystery.
Democrats start moving to Harris as Biden digs in
Amid the ongoing fallout from U.S. President Joe Biden’s debate performance, talk in many top Democratic circles has already moved to who Kamala Harris’ running mate would be.
Montreal Liberal MP Anthony Housefather named to new antisemitism adviser role
Liberal MP Anthony Housefather says he is 'looking forward to making a real difference' as the government's new special adviser on Jewish community relations and antisemitism.
Canada continues Copa run against Venezuela
History is at stake for both Venezuela and Canada when they meet on Friday in Arlington, Texas, in the second Copa America quarter-final.
Ronaldo starts for Portugal as Kolo Muani and Camavinga come in for France in Euro quarter
Portugal captain Cristiano Ronaldo started for a fifth straight match at the European Championship in the quarterfinals against France, for which Randal Kolo Muani and Eduardo Camavinga were promoted from the bench.