Canada Life Assurance Company

I have been waiting to speak to a customer agent for 2 hours only to be told no one is able to answer the call and I should call again. This is highly unprofessional... I don't have time to waste.. Going to file a complaint with my company, hopefully they will switch to Manulife.. The service at Canada Life has been getting increasingly worse

Takes weeks to process claims. Even when eligible for benefits, they make you jump through hoops. Calling in to find out why you were denied, they say incorrect things because they don’t read your contract. I miss Sunlife, they were so efficient. Since transferring our group benefits to Canada Life everything is a headache.

Terrible. CL says after buying Sunlife and Great West Life that coverage will remain the same - lies denials and delays of claims for items covered this year. Rules and requirements for claims unchanged ." Advertise and collect low premiums but denying coverage as a means to ensure profits. Shameful."

I have a long history of phone and email communication that reflects several failures to provide accurate information related to my coverage, and missed deadlines for follow up with further details promised by representatives over phone and the application. For anyone not as familiar with the healthcare system I imagine this would be even more of a challenge to get answers pertaining to medical/drug coverage, especially during a time when patients should be focused on their own health and not clarifying financials. I will be providing feedback to my employer.

From the perspective of a dental office worker who sends claims and needs to follow up once in awhile - Customer service reps themselves: lovely. The automated services: Decent. Hold time? Disgusting. I shouldn't have to wait on hold 30-45+ minutes to get a human being. Don't tell me your 'call centers are beyond capacity' (part of the automated message when you call), we know alot of those agents are working from home, it's just a matter of hiring them. It has been Months since the pandemic, and this hold time is consistently long. You higher ups have no excuse.

I waited for an hour and a half to speak on the phone with a customer rep. When I finally got a hold of someone, the rep helping was extremely unhelpful, not to mention rude. I haven't been able to access my account for months and not only was she unable/unwilling to transfer me to someone who could help me access my account, the benefits information that I need so that I can finally settle an insurance claim was never sent to me. So here I am on the phone, going on 45 minutes and hoping that the next person who answers can actually help me access what I need.

This has to be one of the most frustrating companies to deal with. I always hesitate in calling with questions because I'm always waiting over an hour. Most times I give up because there's never an agent to talk to. Very frustrating.

It’s been an absolute nightmare dealing with this company. They have zero compassion and do everything in their power to not help their customers. Employers.. if you’re debating companies to use for insurance policies for your employees please stay away from Canada Life! There are much better options then this company that likes to lie and cheat to try and save a few pennies from people who are certified as disabled and literally from day 1 dealing with them for nearly a year every moment has been a nightmare. Buyers beware! This is not the assurance/insurance company for you.

I have been trying to speak to a representative for 2 weeks now. I have called every day, on the phone for hours with no answer. I have emailed and still no reply. This is unbelievably frustrating and is costing my family A LOT of money. I understand that there are probably tones of people trying to get through, so maybe CANADA LIFE, you should hire more people to answer YOUR customers.

I sent them a question through the form on their website on December 12th, 2022. It took them TWENTY EIGHT DAYS to reply to my question, and the message I got back from them didn't even have an answer to what I asked. Great West Life was SO much better than Canada Life. The benefit company that my employer uses is not my choice, however if it was, there's no way I would ever use Canada Life. With Great West Life I could make changes to my benefits and dependents directly through my login on their website. Can't do that with Canada Life, I need to fill out forms, sign them, submit them through my HR department, and then wait 10+ days for the changes. With Great West life, a few clicks and I'm done. No talking to my company, no paperwork, done in literal seconds. This is a huuuge step backwards, and if I could make this review zero stars, I would.