She says it's been stressful and frustrating going in circles. It's all led to worries that members might have to pay out-of-pocket for pricey prescriptions.ĭorène gets an error message whenever she tries to log into her online Canada Life account. Others have expressed concerns about not hearing back from anyone over email and not having access to their digital drug and dental benefit cards.Įven as recently as Friday, CBC was hearing from members who were still having problems reaching anyone by phone. They ranged from long wait times - upwards of an hour in many cases - trying to get through to someone on the phone, only to get an automated message telling them that no one is available and that they can't leave a voicemail. Stress, frustrationĬBC received a number of complaints from current and retired public servants and veterans in the weeks before and after the Canada Day switch. Meanwhile, the dental plan for retirees will transition to Canada Life on July 1 next year.įor Hartling, her husband Stephen, and many others, the transition has been anything but smooth. On July 1, the country's largest health-care plan switched providers to Canada Life Assurance Company, bringing more than 1.7 million federal public servants, retirees and their dependents with them. With a big sigh, Hartling has one word to describe how she feels: 'frustration.' 'Our service representatives are temporarily unavailable due to higher than normal call volumes.' If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.Īs a matter of policy, BBB does not endorse any product, service or business.Dorène Hartling estimates she's called Canada Life close to two dozen times over the last week, each time failing to speak to an agent no matter what time of the day she rings.Īlmost immediately, she gets the same message.

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