Insurance Services Office
Canada LifeHeadquarters
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Complaints
This profile includes complaints for Canada Life's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 32 total complaints in the last 3 years.
- 5 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:24/08/2023
Type:Customer Service IssuesStatus: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 spent 5 days trying to speak to someone. I either got a message that they were busy and to call again. If I did get someone, they couldn't help me and would give me the same telephone number to call. So I wrote a letter, requesting a form to submit my claim expenses on 4 weeks ago. I have received neither a reply or a form. I Finally got someone who reluctantly said they had people to call you back and I would hear from them in the next 3 or 4 days. You can not wait by your phone (I only have a land line, no cell, no computer ) for 4 straight days.Business Response
Date: 25/08/2023
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 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.Initial Complaint
Date:01/08/2023
Type:Customer Service IssuesStatus: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.
Date of the transaction:
May 16, 2023
Amount of money paid:
$*******
the business committed to provide:
80% of a medical device (**** *******).
Nature of dispute:
They have not try to solve or contact me for the refund after 3 months.
I always have to figure it out if the information I sent is what they are looking for (this has been since I purchase the service (September, 2022).
The reason I bought the machine is because it was pre approved and by the end of may they are asking for a physician signature, again, which will cost me more financially and time.
Whenever I call they do not know my ID or plan, or until when is the plan covered. They say I will have to look for my documents or through **** (******* * *** ******** *****).
Most of 2022 their page was not working so I could not get the device earlier, **** **** ** ******** ******** ** ** ******* *** ********Business Response
Date: 01/08/2023
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 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.
*** *** ***** **** *****Ombudsman’s Office
Bureau de l’ombudsman
*** ******** **** *****
******* ** *** ***
************************ * **************
*********************** * **************Initial Complaint
Date:24/07/2023
Type:Service or Repair IssuesStatus: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.
Canada life has taken over processing health insurance claims for public servants. I filed my claim on July 4. It has taken 4 weeks because they needed an address. Their phone line always says lines are busy. Nobody responds to e-mails. CS agents on chat frequently disconnect when they can't answer questions.Business Response
Date: 25/07/2023
Dear BBB
Canada Life acknowledges receipt of this complaint. We will connect with the customer directly to resolve the concerns.
Sincerely,
Customer Answer
Date: 25/07/2023
Complaint: ********
I am rejecting this response because:They just passed the **** to the department that has routinely ignored my requests for follow up. All I received was a copy-paste stock response how there were other channels that I had to go to before complaining to them. Which ignores the fact that their phone lines are overloaded all day long and their website breaks if you so much as look at it the wrong way.
Sincerely,
Nicholas *****Customer Answer
Date: 04/08/2023
I received a phone call from someone at the Ombudsman's website on July 27th. After listening to my complaint they said they would forward an urgent request to have my case looked at.
One week later and still no forward movement.
Initial Complaint
Date:20/07/2023
Type:Customer Service IssuesStatus: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 am trying to complete my 87-year-old father’s s public service, healthcare plan positive enrolment form, which takes him to Canada life. The paper form provides a number to contact if you have questions, ************. When one calls this number, one pushes buttons for two minutes and then are told a representative is not available, to go online, and then hangs up on you! My father is 87. He has no computer skills and because he couldn’t go online and get answers, his form did not get filled out, and we’ve had to pay full for his prescriptions. Advising an applicant they can’t help you because they are not available, then trying to force one to go online when one does not have the capacity or the ability to do so* ** ** ***** ** *************** ********* **************. I have called ************ multiple times and always heard the same recording, then disconnected! I am presently on the phone with a different Canada life number hoping they can help me. I have been on hold 45 minutes when the recording advised a 15 to 20 minute wait time. My father is a veteran. He has served his country and now he’s in assisted-living and trying to make the best of the rest of his life. He cannot afford to be paying full for his prescriptions and he doesn’t need the additional stress because he can’t get this paperwork filled and it’s costing him money and it’s upsetting him.Business Response
Date: 04/08/2023
The Ombudsman's Office confirms receipt of the complaint.
We will work with the complainant directly to resolve.
Sincerely,
Initial Complaint
Date:18/07/2023
Type:Service or Repair IssuesStatus: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.
Canada Life responded to us July 10, 2023. We purchased items from ****** **** and submitted the claims to Canada Life as/policy. These were denighed. My problem is about the process. My husband has a critical illness, translated, we are stressed to the max. Thankfully, the financial expenses have been low thus Canada Life has rarely been needed. When this started, I called and asked for a copy of the policy. This was not provided. I was told to pre submit all claims. This I can not do for time reasons. I have called in and 100% of the time, I am told to mail in an estimate. When they do respond, they often send 3 or 4 letters for each claim. They bury me in paper. I can't begin to read all the small print. Now they tell me **** is not "approved" so we can't buy from them. I've asked for an "approved" list and it is not provided. I tried to access the online list. This didn't work. They also told me to call in, as the list is usually outdated. Even their recording on the phone says, the online thing is broken. The company is a complete nightmare of paper when you are critically ill *** **** **** ** ******* ***** ****** *** ******* *** ******. ** ***** **** ************** ** * ******** ******* *** ******** The "appeal" process was a *****. I had no guidance on why an appeal could be allowed. I need help dealing with this company.Business Response
Date: 21/07/2023
Dear BBB,
We
are writing to acknowledge receipt of your email. The matter is currently being
reviewed by the Ombudsman’s Office. We
will continue to communicate directly with the customer, and you may close your
file.Business Response
Date: 28/07/2023
The Ombudsman’s Office will continue to work with the customer directly to resolve their concerns.
Sincerely,
Ombudsman’s Office
****** ** ***********
*** ******** **** *****
******* ** *** ***Customer Answer
Date: 28/07/2023
Complaint: ********
I am rejecting this response because: I do not trust that the Ombudsperson will be able to find an acceptable solution unless the BBB stays involved. Canada Life had opportunity to discuss with me and assist but they have continuously refused and put-up new roadblocks.
Sincerely,
Pat ****Initial Complaint
Date:13/07/2023
Type:Customer Service IssuesStatus: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 absolutely CANNOT get a hold of an employee to activate my benefits WHICH I NEED TO USE as my son needs dental surgery from a traumatic accident. They have not answered the phone (cumulative time waiting on hold of 3 hours since Monday July 10th), 5 unanswered private messages since Monday July 10th. If they do not act I will be out of pocket and may have to sueBusiness Response
Date: 18/07/2023
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 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:01/03/2023
Type:Customer Service IssuesStatus: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 contacted Canada life customer service and was put on hold a total of 4 hours in one week without successfully talking to anyoneBusiness Response
Date: 01/03/2023
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 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.
*** *** ***** **** *****Initial Complaint
Date:31/08/2022
Type:Customer Service IssuesStatus: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.
I had a whole life policy with a term life rider on the account. I worked with an Advisor Lei **** who I have worked with for over 15 years on financial policies as well as life insurance policies. In November 2021 I requested to the advisor that I would like to cancel the term life rider to which the advisor replied yes he can cancel the rider on the policy. Six months later I received a bill in the mail indicating I owed 6 months of payments for the whole life and the term rider policy. I found out the advisor didn''t cancel my term policy but actually placed a hold on the monthly payments which wasn't what I requested. When I brought this up the advisor made an appointment for me to see him in his office. The advisor proceeded to apply for another term life policy which wasn't what I asked for. I then received another bill in the mail for another month gone by. I then called the advisor as I was frustrated to what was going on. The bill was over $1300. Me and the advisor had an argument over the phone and he decided not to be my advisor anymore. I then called the head office and the customer service person was very rude to me asking me questions such as "Don't you check your account?" I then had to have my wife assist me in fixing this as I was very frustrated. She called head office and spoke to someone there. This person did help us by eliminating the term rider and setting me up with a payment plan of about $85 a month until it is paid off. I checked on my bank account yesterday and found that the entire amount came out of my bank account and not the monthly payment leaving me with just $100. We tried to get a hold of the person that helped us but she was away on vacation. No information that she was away on her voice mail or email so I was waiting all day for her response. Now we are trying to reverse the payment made and just pay the agreed amount that I signed. It is very difficult to get a hold of anyone there for information *** ** ***** ** ** *******Business Response
Date: 07/09/2022
Dear BBB,
We are
writing to acknowledge receipt of your
email. Thank you for bringing this matter to our attention.
As a
federally regulated financial institution we are required by law to maintain a
complaint handling process. This matter will be reviewed
appropriately as outlined in our company’s complaint handling process. Canada
Life will be communicating directly with complainant regarding this matter
moving forward.
For more
information regarding our complaint process, including what information should
be provided when submitting a complaint, please visit our website at: www.canadalife.com/complaints.
We trust this keeps with your mission and goals and
you may close your file.Sincerely,
Ombudsman’s Office | Bureau de l'ombudsman
255 Dufferin Avenue, T-262
London, Ontario N6A 4K1
Toll Free | Sans frais : 1-866-292-7825
Fax: 1-855-317-9241
Visit canadalife.com Follow us on Facebook | Twitter | LinkedIn | YouTube | Instagram
Rendez-vous au : canadavie.com
Suivez-nous sur : Facebook | Twitter | LinkedIn | YouTube | Instagram
We care about our clients’
privacy. If this email wasn’t 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 can’t 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 présent courriel
ne vous était pas destiné, veuillez m’en informer et le supprimer sans le
transmettre ou le copier. Le contenu du présent courriel, y compris tout
fichier joint, est confidentiel et peut être privilégié. Bien que nous ayons
pris des mesures de protection contre les virus, nous ne pouvons pas garantir
que le présent courriel est exempt de virus et nous n’assumons aucune
responsabilité pour ce qui est de la perte ou des dommages causés par la
présence d’un virus.Customer Answer
Date: 07/09/2022
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,
Richard *****Initial Complaint
Date:29/08/2022
Type:Customer Service IssuesStatus: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.
Cannot get in touch with this company. They have only 2 means of contacting them: a customer service phone line and a complaint phone line, and regardless of the extension you select, you will NEVER speak to a person. My partner and I have called 5 times over the last few days and each time, after waiting on hold for 1.5 hours, the line DISCONNECTS. That's almost 8 HOURS of actively waiting to speak to someone. This is regarding prescription medication - this is not a petty complaint.Business Response
Date: 29/08/2022
Dear BBB,
We are
writing to acknowledge receipt of your
email. Thank you for bringing this matter to our attention.
As a
federally regulated financial institution we are required by law to maintain a
complaint handling process. Please be advised that this matter will be reviewed
appropriately as outlined in our company’s complaint handling process. Canada
Life will be communicating directly with complainant regarding this matter
moving forward.
For more
information regarding our complaint process, including what information should
be provided when submitting a complaint, please visit our website *** ******************************
We trust this keeps with your mission and goals and
you may close your file.Sincerely,
Ombudsman’s Office | Bureau de l'ombudsman
*** ******** ******* *****
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Canada Life is NOT a BBB Accredited Business.
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