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Business Profile

Insurance Services Office

Canada Life

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Insurance Services Office.

Complaints

This profile includes complaints for Canada Life's headquarters and its corporate-owned locations. To view all corporate locations, see

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Canada Life has 18 locations, listed below.

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    Customer Complaints Summary

    • 31 total complaints in the last 3 years.
    • 6 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:17/03/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have Canada Life benefits (****** **** * ****** *********** * **********) and have been dealing with two unresolved claims due to delays and unreasonable requirements. 1. On December 17, 2024, my spouse, ******* *****, was transported to the hospital by ambulance. I submitted a claim for $***, and $*** was approved. However, Canada Life sent the payment to the wrong bank account. I contacted them in January 2025 and was told it would take a couple of weeks to fix. It still has not been resolved despite multiple follow-ups. Now, I am receiving past-due notices from the ambulance service, and the bill is about to go to collections. 2. On February 5, 2025, I purchased a heart monitor for my spouse. Before buying, I confirmed with Canada Life that I needed a receipt and a prescription from a cardiologist. I submitted both, but now they are delaying my claim by demanding a medical diagnosis on the prescription or receipt—something that was never mentioned before and is completely unreasonable. I have been met with constant excuses and delays from Canada Life. I am asking for the immediate resolution of these claims—correcting the ambulance payment and processing the heart monitor claim without further unnecessary obstacles.

      Business Response

      Date: 17/03/2025

      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
      Bureau de l’ombudsman

      255 Dufferin Ave, T-262
      London, ON N6A 4K1

      [email protected]  |  1-866-292-7825
      [email protected] |  1-866-292-7825

      Customer Answer

      Date: 17/03/2025

       
      Complaint: ********

      I am rejecting this response because:

      I am rejecting Canada Life’s response as it fails to resolve the issues I raised. Their claim that they will “review” the matter is unacceptable, given that I first contacted them in early January regarding one of the claims for the ambulance bill of $***. Despite assurances that the ambulance bill would be processed within one to two weeks, it remains unpaid, and as of March 14, 2025, it has gone to collections due to their inaction.

      Additionally, their refusal to cover the $*** for a heart monitor is baseless. I provided a prescription from a cardiologist, which inherently includes a diagnosis. Their insistence on requiring further documentation is an unnecessary delay tactic that contradicts common industry practices.

      Canada Life’s failure to process these claims in a timely manner has caused financial harm, including the damage to my credit due to their negligence. I expect immediate action to:

      1. Pay the outstanding $*** ambulance bill and cover any fees or consequences resulting from their delay.

      2. Approve the $*** heart monitor claim, as the prescription from a cardiologist fulfills any reasonable diagnostic requirement.

      If these issues are not resolved promptly, I will escalate my complaint to the appropriate regulatory bodies and consider legal action for damages caused by their delays.

      I appreciate the BBB’s assistance in holding Canada Life accountable.


      Sincerely,

      ****** ******

    • Initial Complaint

      Date:12/03/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I called Canada Life prior to my chiropractic appointment to confirm I had coverage available for chiropractic treatment. I was told via the phone by Canada Life on November 5th and 6th 2024 that I was covered. I called on November 6th, 2024, before and after my appointment, and I was told again that yes, indeed, I was covered for the chiropractor. At that point, after I already had to pay out of pocket, I knew that was not true information provided by Canada Life, but they continued to provide misinformation regarding my benefits coverage eligibility. I launched a phone call investigation with a Canada Life Supervisor who told me she would listen to the phone calls. I have been waiting 4 months for a resolution, and I have not been given any. I requested multiple times to be called back by the supervisor in charge of my complaint at Canada Life, and I have received no call back. The date of the treatment was for November 6, 2024, for a total of $*****. I paid out of pocket due to the misinformation provided by The Medical Benefits Provider: Canada Life. * ** ****** ** *** ****** ******* ** *** ************ ** *** ******* *** **** *** *** ********* ****** **** ********* ******* * ******* ***** ******* ******* *** ** *** **** ******* * ******** ******** *** **** ******** *********

      Business Response

      Date: 13/03/2025

      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
      Bureau de l’ombudsman

      255 Dufferin Ave, T-262
      London, ON N6A 4K1

      [email protected]  |  1-866-292-7825

       

      Customer Answer

      Date: 14/03/2025

       
      Better Business Bureau:

      I have been waiting since November 6th for this matter to be resolved. I have been told they are working on it numerous times with no response after. I am wanting a response in a timely manner and I have not yet received any resolutions from Canada Life thus far. * ** ******* ** **** **** **** **** ***** * ******* * ****** ******** *** ************* **** ****** **** *** ***** ************** ******** ** ** ** * ******* 

      Sincerely,

      ******* ********

    • Initial Complaint

      Date:04/03/2025

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I paid over $*** out of pocket for services that Canada Life explicitly told me over the phone were covered. I've been through the formal complaint process, writing a letter of complaint, receiving rejection correspondence, contacting the ombudsman multiple times. They're stalling for time and avoid me and only contact me every 6 months. I was contacted by an agent named ***** who told me to call the generic Canada Life support phone number and ask for him but whenever I call, the support agents tell me they don't know any ***** and are unaware of my case file. They've been stalling because the only legal evidence I have is the phone call recordings that took place some time in late 2023, once they can legally dispose of it, I have nothing. So I'm not waiting any longer. I've contacted the Manitoban government insurance compliance agency and now the BBB. I'll be seeing them in court and milking them for everything I can if they're unwilling to resolve the matter cordially. They've promised me over $*** across late 2023 and early 2024. Upon request, I'll provide receipts and denial notifications but the only thing that will really help me is the phone call recordings that they'll delete some day. If I can't force it out of them through the complaint process, it has to be legal system. If at all possible, I'd like not only a full refund, but also a reasonable settlement for the emotional and financial distress this caused, as well as being a victim of corruption. If nothing more than a refund is the only reasonable possibility, I'll take it. But I won't settle for less.

      Business Response

      Date: 05/03/2025

      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
      Bureau de l’ombudsman

      255 Dufferin Ave, T-262
      London, ON N6A 4K1

      Customer Answer

      Date: 18/03/2025


      Complaint: ********

      I am rejecting this response because: Still unresolved. 

      Sincerely,

      **** ********

    • Initial Complaint

      Date:19/11/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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

      Date:11/06/2024

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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 Answer

      Date: 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

      Date:07/06/2024

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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 hrs

      Business Response

      Date: 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 Answer

      Date: 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

      Date:11/04/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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

      Date:07/02/2024

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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

      Date:06/02/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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

      Date:01/02/2024

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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 Answer

      Date: 09/02/2024

      Hi there, 

      Canada Life has solved the issue. Thank you for your help BBB 

       

      Linda ********* 

    Canada Life is NOT a BBB Accredited Business.

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