Complaints

This profile includes complaints for The Canada Life Assurance Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Canada Life Assurance Company

  255 Dufferin Avenue London, ON N6A 4K1

• 

  The Canada Life Assurance Company

  255 Dufferin Ave London, ON N6A 4K1

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.

• Initial Complaint

  Date:18/06/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 had contacted Canada Life about changing the monthly date of my Canada Life insurance and then the amount was taken out of my account and charged a NSF. I received a letter from them stating I would have to send them a cheque which I did (it will be in the mail right now) and I just checked my bank account and they have withdrawn the same amount again! And I know there will be a NSF charge tomorrow. We have had life insurance with them for many years and our account has always been in good stead. Very frustrating and disappointed! Thank you

  Business Response

  Date: 19/06/2024

  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 companys 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: www.canadalife.com/complaints.
  
  We trust this keeps with your mission and goals. You may close your file.
  
  Sincerely,
  
  Ombudsmans ***************** de lombudsman
  
  ******************************************
  London, ON N6A 4K1
  
  ****************************************  |  **************
  *************************************** |  **************

• Initial Complaint

  Date:01/04/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Good Morning,This complaint involves health insurance claims (Drugs) that are supposed to 100% covered without any deductible. I have been filing claims for over 2 years and never had any issues. I have filed claims for these exact same prescriptions and have always received the amount on the official prescription receipt. I have contacted Canada Life numerous times to resolve, but have been giving a variety of reasons, and a solution has not yet been reached. So I am escalating this to a BBB complaint in hopes of resolving this issue.I have 4 claims which full reimbursement was not given for reasons unknown:Service Date Dec 10, 2023 Submitted $125.09 - Paid $113.23 Service Date Dec 10, 2023 Submitted $260.64 - Paid $251.67 Service Date Dec 10, 2023 Submitted $19.20 - Paid $8.19 Service Date Oct 13, 2023 Submitted $260.65 - Paid $0 I am seeking repayment of $292.49 for payment on these claims.Plan #: ****** Member ID: 71 Thank you,*************************

  Business Response

  Date: 01/04/2024

  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 companys 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: www.canadalife.com/complaints.
  
  We trust this keeps with your mission and goals. You may close your file.
  
  Sincerely,
  

   

   

• Initial Complaint

  Date:21/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 received my most recent statement for the July 1, 2023 - Dec 31, 2023 period. Upon calling Canada Life to investigate, I have learned they have an old, incorrect mailing address for me. This seems odd since the most recent statement I did receive (Jan 1, 2023 - Jun 30, 2023) was sent to my correct, current address.Despite being able to provide them many other details of the account, they have been unwilling to provide me access to my RRSP counts. It seems my inability to remember a 10+yr old, incorrect address is locking me out of my account.

  Business Response

  Date: 22/03/2024

  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 companys 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: www.canadalife.com/complaints.
  
  We trust this keeps with your mission and goals. You may close your file.
  
  Sincerely,
  
  Ombudsmans ***************** de lombudsman
  
  ***************************************
  London, ON N6A 4K1
  
  ****************************************  |  **************
  *************************************** |  **************

  Customer Answer

  Date: 22/03/2024

   
  Complaint: 21466240
  
  I am rejecting this response because:

  This business made an error, and would presumably be sending *************** financial statements to an incorrect address.  There needs to be an investigation to determine which clients were impacted, and remediation efforts made.

  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/03/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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 submitted claim to Canada Life for compression stoking/hose for $740** on Dec 14, 2023. I am still waiting for the claim to be processed. This is almost three months, and I feel it is not a **********. Plan# ****** Member ID# **. Please help resolve

  Business Response

  Date: 12/03/2024

  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 companys 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: www.canadalife.com/complaints.
  
  We trust this keeps with your mission and goals. You may close your file.
  
  Sincerely,
  
  Ombudsmans ***************** de lombudsman
  
  ***************************************
  London, ON N6A 4K1
  
  ****************************************  |  **************
  *************************************** |  **************

  Customer Answer

  Date: 19/03/2024

  Hi,

  I contacted Canada life again and there no clear answer what they going to do. They tald me they send email asking for additional info like plan number, ID date submitted.

  All this information they already have. Also I sent email to urgent request email and they responded to me in French (email attached). Second email told me that my submission doesn't meet urgent requirements (over 3month (: ). Also left voice mail to Canada Life ombudsman. It prompt they explaining that they can take an action after case review by manager of department. So I'm going in circle and need your help to sort this out.

  Regards,

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

  Customer Answer

  Date: 19/03/2024

   

  Hi,

  I contacted Canada life again and there no clear answer what they going to do. They tald me they send email asking for additional info like plan number, ID date submitted.

  All this information they already have. Also I sent email to urgent request email and they responded to me in French (email attached). Second email told me that my submission doesn't meet urgent requirements (over 3month (: ). Also left voice mail to Canada Life ombudsman. It prompt they explaining that they can take an action after case review by manager of department. So I'm going in circle and need your help to sort this out.

  Regards,

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

• Initial Complaint

  Date:01/01/2024

  Type:Order Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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.

  Policy Number {Client Card # *********}I am writing to express my disappointment with the handling of my insurance claim by Canada Life Creditor Insurance. The level of unethical behavior and gross incompetence displayed in the denial of my claim, despite the unequivocal results of a sleep study showing no pre-existing health problems, is utterly unforgivable.My claim, stemming from a work-related accident in April 2023, has been needlessly prolonged until December 2023, only to be callously dismissed based on false grounds. Meanwhile, in the past 12 months alone, my family has endured the heart-wrenching loss of my grandfather and the life-altering stroke suffered by my father as a direct result of his cancer medication. This has left my mother and grandmother as widows, burdening me with the immense responsibility of caring for them, my recently disabled father, autistic younger brother, and teenage son.To add insult to injury, the astronomical *** variable mortgage rates, skyrocketing from a paltry 1% to an exorbitant 6.4%, have forced me into grueling overtime hours just to make ends meet. To my disbelief, expressing my fatigue to my doctor, a direct consequence of working over 10 hours a day, tending to my family, and engaging in intense weight training five times a week, has been used against me to disqualify my insurance coverage. Was there a question on your application form asking if I ever experienced tiredness? I don't recall one. I occasionally seek the guidance of health professionals to ensure my optimal well-being. Am I now forbidden from doing so under your insurance policy? I am categorically not being treated for any sleep disorders. Dr. *************** my allergist, conducted the sleep study at his clinic and unequivocally confirmed the excellent results. Subsequent tests have revealed no underlying health conditions or concerns prior to my claim. Yet, despite this irrefutable evidence, I find myself unjustly stripped of coverage.

  Business Response

  Date: 04/01/2024

  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 companys 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: www.canadalife.com/complaints.
  
  We trust this keeps with your mission and goals. You may close your file.

  Sincerely, 

  Ombudsmans ***************** de lombudsman
  ***************************************
  London, ON N6A 4K1
  
  ****************************************  |  **************
  *************************************** |  **************

• Initial Complaint

  Date:23/11/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Sent email, with a auto response that they would reapond within 3 to 5 days. A month later no response. Placed a call to Canada Life, got hung up on multiple times. Finally got an agent, explained need for exemption of 3 month limit to meds, as Snowbirds needing a six month supply of medication. Was told we would hear back within a week, never got a call back. Had to pay full price of meds, and submit for a refund. Canada Life cannot handle clientele, contract is not met.

  Business Response

  Date: 24/11/2023

  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 companys 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: www.canadalife.com/complaints.
  
  We trust this keeps with your mission and goals. You may close your file.

  Sincerely, 

  Ombudsmans ***************** de lombudsman
  ***************************************
  London, ON N6A 4K1
  
  ****************************************  |  **************
  *************************************** |  **************
  
  Visit canadalife.com  Follow us on ******** | ******* | LinkedIn | ******* | Instagram
  Rendez-vous au : canadavie.com  Suivez-nous sur : ******** | ******* | LinkedIn | ******* | *************** care about our clients privacy. If this email wasnt meant for you, please let me know and delete it without forwarding or copying it. This email and any attachments are confidential and may be privileged. While we take precautions against viruses,we cant guarantee this email is virus free and take no responsibility for loss or damage.
  Nous nous soucions de la protection des renseignements personnels de nos clients. Si le prsent courriel ne vous **** pas ******, veuillez men informer et le supprimer sans le transmettre ou le copier. Le contenu du prsent courriel, y compris tout fichier joint, est confidentiel et peut tre privilgi. Bien que nous ayons pris des mesures de protection contre les virus, nous ne pouvons pas garantir que le prsent courriel est exempt de virus et nous nassumons aucune responsabilit pour ce qui est de la perte ou des dommages causs par la prsence dun virus.

• Initial Complaint

  Date:09/11/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Our employer changed from Sunlife to Canada Life last year in June. Everything went smoothly for the transition for myself, my husband and our two dependents children with disabilities. Since then I have never been able, not even once, to access them by telephone and I was so frustrated that I asked to speak to a supervisor after hours on hold for simple questions concerning medications for my diabetics daughter. They took my name and told me a supervisor would call me within 48h at most which never happened. I received an email long after this stating they are aware that I asked to speak to a supervisor and that this is forthcoming soon, again nothing happened as my phone records can show. Tried again today and again nothing after 58 minutes on the line and the line went dead. Now I need important information for diabetics supplies and again we are on hold for an hour or more without any help! My daughters doctor, specialist and pharmacy cant even get through to them. This is totally unacceptable!! Nothing has changed, absurd wait times, very complicated website to get the right information. They want a signed form from physician for just about anything and everything and which is impossible and we didnt have this to do with Sunlife, making us run around and paying again these absurd fees. We pay for this insurance and its costly, something has got to change, sick people need service and on time.

  Business Response

  Date: 14/11/2023

  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 companys 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: www.canadalife.com/complaints.
  
  We trust this keeps with your mission and goals. You may close your file.
  

  Customer Answer

  Date: 15/11/2023

   
  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 although this company has not taken into account the policy changes for ****** patient in regards to medication forms needed to be filled out by our non existing family doctors and our poor health system, not to mention the fees doctors charge which are not reimbursed by Canada Life or anyone. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:05/11/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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.

  On Aug 1 2023 I submitted a drug health expense to Canada Life. I previously emailed them asking if this drug was covered, and they said yes. Upon submitting the $509.80, they denied this expense on August 22 2023 (much later than it should have been). Reason for denial: they stated my claim was covered by my other insurance - which it is not and I provided proof upon submitting the claim. I then resubmitted this claim, and it is now Nov 5th and I do not have a response. This expense is a medically necessary expense and sadly I am now out $509.80, with no answer as to when they will reimburse me. I have emailed Canada Life many times, without answer. They do not have people working on the phones so I can discuss this with someone. Another claim: I submitted a mental health claim for therapy on Oct 24th and I still do not have a response.Let me add, that this is their PSHCP benefits for military personnel, and this is a terrible way to treat our military personnel. They recently outbid our previous benefits, Sunlife, and promised to provide better service - yet it has been significantly worse since they took over.I am out $709.80 without an answer. This is health coverage!

  Business Response

  Date: 09/11/2023

  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 companys 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: www.canadalife.com/complaints.
  
  We trust this keeps with your mission and goals. You may close your file.

• Initial Complaint

  Date:01/11/2023

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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 had to pay $77 cad for a free eye exam included in my plan due to the incomplete information and irresponsible service provided by Canada Life, and Id like to request reimbursement. I had a free eye exam in my health care spending account, and before I used it I went through the customary charges list provided by Canada Life very carefully as they required. I also gave them a call to make sure that the exam was free. There was no mention of eye exam on the customary charges list, and their agent confirmed me in the phone that the exam was FREE. However after I took the exam I was told that the amount was over my plan and I had to pay the rest $77 cad.I called Canada Life again (the wait time was over 2 hours!). They admitted that their agent had told me the exam was FREE, however they claimed that I had to ask the agent if there was a limit on the coverage - yes, I had to ask this exact question to be informed that the exam was actually not 100% free. How ridiculous was this? Do you understand the definition of FREE?This whole thing made no sense at all. I did everything I could to understand the plan and coverage but no clear

  Business Response

  Date: 03/11/2023

  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 companys 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: www.canadalife.com/complaints.
  
  We trust this keeps with your mission and goals. You may close your file.

  Business Response

  Date: 06/11/2023

  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 companys 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: www.canadalife.com/complaints.
  
  We trust this keeps with your mission and goals.  You may close your file.

  Customer Answer

  Date: 07/11/2023

   
  Complaint: 20813717
  
  
  Please contact me through email. I will close the file after the  issue is properly solved.
  
  Regards,
  
  *******************

• Initial Complaint

  Date:24/10/2023

  Type:Customer Service Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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.

  16 October 2023 and ongoing. Trying to contact Canada Life for benefits through their contact information for PSHCP. I have tried e-mailing them multiple times with no responses. I have spent more than 8 hours on hold without being able to get through except for once in the past three weeks.I want them to fix how they engage with their customers. This has been going on since July 1st when they took over management of my health benefits. It is negatively impact my and my families ability to receive medical services.

  Business Response

  Date: 27/10/2023

  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 companys 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: www.canadalife.com/complaints.
  
  We trust this keeps with your mission and goals. You may close your file.
  

  Customer Answer

  Date: 30/10/2023

   
  Complaint: 20776864
  
  I am rejecting this response because:

  The company has failed to contact me as they stated in their response.  As this is directly relevant to my complaint, I request that the complaint remain open until such time as the indicated action has occurred.
  
  Sincerely,
  
  *****************************