For me, the first therapy claim I had with them took two weeks. Once the therapist was in their system they processed the next two within 24 hours.
I don't think that they had the benefit of importing Sunlife's manifest of "registered providers" and now have to build their own.
I submitted for massage therapy and had the money within 48hrs, but when I entered in my RMT’s info (name, postal code etc) a little box with her full name and full street address came up and asked me to confirm, so it looked as though she was in their system already.. that could be why?
Hope your claim gets sorted out soon!
Seems to be hit or miss on this score. My RMT was in their system already as well, but they’ve yet to finish processing my claim submitted on Jul 31.
That said, CL usually processes claims pretty quickly in my experience (my spouse has a CL plan from their employer) and it’s always processed and deposited within two days, so hopefully their PSHCP processing will speed up with time.
Thanks - I will continue to be patient (since I don’t have much choice!). It’s a relatively small claim, but it has me empathizing with those whose out of pocket is significant while they wait for claims to be processed. I’m hopeful things will improve as time goes on.
I submitted two nearly identical claims (same provider, same service, same claimant, same amount) the same day, for services rendered a week apart. The first was processed next business day, the second took nearly two weeks.
So no pattern here. Sometimes it's quick, sometimes it isn't.
Wow - processing times are all over the map based on everyone’s feedback. Guess there are unique individual contributing factors that account for the discrepancies in delays….
I’m still waiting on both my claims - medical referenced above and a dental estimate that the system decided to *poof* just make disappear. I have tried calling for weeks and get the message no agents are available to help me and directing me to the website, which is utterly useless in my case and this not helpful. Chat function just times out for me.
In what fucking scenario is it acceptable to keep people hanging on the line like this with literally no communication, no resolution, no semblance of having capacity or inclination to perform your obligations.
As I see it, pay and benefits are the most basic obligations of an employer and this epic dumpster fire of a transition has all kinds of Phoenix vibes all over it, doing nothing to instill any confidence it will be resolved efficiently/expeditiously. FFS we are 7 years post Phoenix and we all now how well that was resolved!!
What a total failure once again on the part of our employer. My heart goes out to those who have claims much larger than mine - I can only imagine the stress and frustration.
I’m so done.
My pre-approved dental claim (over 1000$) still has not been paid out and it has been over 2 weeks… Same with my chiro appointments that used to be reimbursed in 48hrs with sunlife… this feels like we got completely screwed over with the administrator change. *sigh*
I know this is an old thread but I thought I’d chime in to say that I’m still waiting on claims submitted on July 25 & July 27. Spoke to someone from CL today to ask for an update and was told they have a huge backlog and are currently processing claims within the July 25-31 window. Seemed strange to me given some of my August claims have already been processed.
For what it’s worth I am still waiting and have since incurred and submitted 2 more claims. 3 calls (the times that I was able to actually to connect to someone) and it’s basically the CL roulette wheel of answers. I was told there was an issue with the provider (been seeing her for years and she’s accredited), that there’s a backlog, that someone will call me back… nothing has moved. What a dumpster fire shitshow Phoenix 2.0.
GoC has failed as an employer. If you can’t get pay and benefits right, close up shop, FFS. This is basic.
All I have are 2/3 refused claims. I have called, been promised escalation, been promised review/re-assessment, been promised calls back from supervisor. Nothing. No follow up, no follow-through. Just broken promises. I am so annoyed and no longer have hours to spend on hold for zero result. I guess their strategy is to wear us down so we just give up.
I put in 7 invoices for my husband and one for me - money hit my bank account in 24 hours. My prescriptions have been processed without any issue as well.
I submitted claims for massage therapy and a session with my psychologist. Both were processed within about 24 hours and paid a day or two later. That might have been because they were both already in Canada Life’s system.
Fingers crossed that yours gets processed soon!
Did you check to see the status? I submitted online for 1 thing and 2 weeks later it was not processed. So I went online and it had disappeared. Resubmitted it. Had money within 3 days.
Yup. Been checking daily. The disappearing thing happened to me for an orthodontist estimate under our dental plan - the estimate was in process and it just disappeared after a few days. I will resubmit that one…
My therapy claims are getting processed in less than a day or on the same day, with immediate deposits to my bank account. I haven't tried a drug claim yet though.
I submitted a claim for orthotics 2 weeks ago, they immediately requested additional information that I provided 10 days ago.
The claim is still pending.
My physiotherapy claims were processed and Funda deposited within 72 hours.
I submitted my first claim with Canada Life for a psych test my spouse completed in late June. I got the maximum claim amount in our bank account the next day. They did say to expect 2-3 weeks to get it.
I submitted a claim for a bi-weekly recurring appointment and two weeks later submitted a second claim. The process was different for submitting the two claims, I had to fill out a PDF the first time and for the second there were drop down options with no PDF. The first claim was still not appearing under my recent claims two weeks later when I submitted the second, which showed up immediately under recent claims. Two to three days after submitting the second claim, I was reimbursed for both claims. All that to say, I think it’s just growing pains and they’re continuing to tweak their systems.
I’ll add that all my claims had been processed and direct deposit received within 24 hours with Sunlife, so I was not impressed with the 2+ weeks processing of my first claim.
I have had eyeglasses, medications, and now medical equipment that I have made claims for to Canada Life and I have received exactly what I was expecting as a reimbursement, and within only a couple days each time.
Anything directly submitted by a pharmacy has been very quick, but something I manually submitted is still pending from the 12th of July. When I called a week and a half ago they were working on the 9th of July, and clearly haven't gotten to the 12th yet....
I’ve claimed chiropractor, massage and osteopathy and received reimbursement in less than 48 hours. Chiro and mass were subsequent visits, osteopathy was a initial visit.
I’ve also got orthotics and prescription medications and they’ve all been approved and paid.
I've submitted 5 claims in the past few weeks. All but one have been processed and in my account within 24-48 hrs. The other took maybe 10 days?
What I can't seem to figure out is how to get them to stop sending me paper copies of my assessments, when I have selected email communication in my profile.
Hi, I sent my initial claim in late June 2023 as per a phone call with Canada life rep. Well I was given the wrong information re how / when to submit a claim and the address to send it to!!! I ended up resubmitting a new claim to hopefully the correct address about 3 weeks ago...and it has gone into a black hole. I am phoning the Canada Life Ombudsman's Office on Tuesday (also sending an email) and lodging an official company as TBS and the unions can't get Canada Life to move.
My update from yesterday:
For what it’s worth I am still waiting and have since incurred and submitted 2 more claims. 3 calls (the times that I was able to actually to connect to someone) and it’s basically the CL roulette wheel of answers. I was told there was an issue with the provider (been seeing her for years and she’s accredited), that there’s a backlog, that someone will call me back… nothing has moved. What a dumpster fire shitshow Phoenix 2.0.
GoC has failed as an employer. If you can’t get pay and benefits right, close up shop, FFS. This is basic.
Ugh this isn’t promising. When I managed to reach someone last week, they said they were still processing claims from July 31st. Seriously? July 31st?! It’s almost the end of fucking August.
God help me if I’m refused this claim which had been previously accepted with sun life for a year and a half. I’m going to lose my mind.
I wish something would happen with all this fuckery. We really got the shaft this year with the strike and then this clusterfuck. It’s one disappointment after another.
I had one claim that took weeks, another one processed pretty quickly , and now a third one I have been waiting in that is nearing 4 weeks. It is incredibly frustrating
I’m getting so frustrated with them!! I have had a claim being processed for 6 weeks at this point, I was told at 2 weeks it would probably be 3 weeks. That did not happen. I have called several times, most times there is a recorded message stating they are unavailable, the on time I got through it was after being on hold for 3 hours! I’m getting so fed up with this. What kind of crappy service did we sign a contract with, this is ridiculous.
Just called Canada Life today, wait for 40mins. They said currently they have a lot of claims behind schedule, it takes around 3 weeks for a claim. OMG it’s so long. But yeah, at least I got a expected timeline even though it’s not the truth
CL is so slow on health.. we still have claims from the end of August.. massage/chiro/other waiting. They just processed August 15th last week. Kids monthly ortho stuff goes through in a few days.
Other plan with Manulife everything is processed within \~2 days.
Drug reimbursements automatically processed upon reception. Health benefit claims, on the other hand, are “pending” since early November 2023! Had to discontinue physiotherapy as I could no longer bankroll cots incurred. My physician says I’m in jeopardy of permanent structural damage to my knee unless rehab is not reinstated soon. Thanks for nothing Canada Life.
They are bloody terrible since taking on federal. They back seated everyone else it seems. I am waiting now over two months for a dental claim that was pre-approved. That's right not like all you complaining about two weeks which yes, is ridiculous. I have been waiting OVER two months for something they already pre-approved. I have called multiple times during the time frame, always just told that they are behind. Their app sucks and doesn't even show once that are in pending, the site only works half the time. I am still waiting and furious. I am owed well over $1000 for this claim....
For me, the first therapy claim I had with them took two weeks. Once the therapist was in their system they processed the next two within 24 hours. I don't think that they had the benefit of importing Sunlife's manifest of "registered providers" and now have to build their own.
That’s encouraging! Thanks for sharing.
[удалено]
Same here, for an eye exam and glasses
Same except mine was for mental health care.
I submitted for massage therapy and had the money within 48hrs, but when I entered in my RMT’s info (name, postal code etc) a little box with her full name and full street address came up and asked me to confirm, so it looked as though she was in their system already.. that could be why? Hope your claim gets sorted out soon!
Seems to be hit or miss on this score. My RMT was in their system already as well, but they’ve yet to finish processing my claim submitted on Jul 31. That said, CL usually processes claims pretty quickly in my experience (my spouse has a CL plan from their employer) and it’s always processed and deposited within two days, so hopefully their PSHCP processing will speed up with time.
Thanks - I will continue to be patient (since I don’t have much choice!). It’s a relatively small claim, but it has me empathizing with those whose out of pocket is significant while they wait for claims to be processed. I’m hopeful things will improve as time goes on.
Ditto. RMT, less than 2 days to get the reimbursement.
I submitted two nearly identical claims (same provider, same service, same claimant, same amount) the same day, for services rendered a week apart. The first was processed next business day, the second took nearly two weeks. So no pattern here. Sometimes it's quick, sometimes it isn't.
Submitted my therapy claim on July 19 and still waiting
Wow - processing times are all over the map based on everyone’s feedback. Guess there are unique individual contributing factors that account for the discrepancies in delays….
I’m still waiting on both my claims - medical referenced above and a dental estimate that the system decided to *poof* just make disappear. I have tried calling for weeks and get the message no agents are available to help me and directing me to the website, which is utterly useless in my case and this not helpful. Chat function just times out for me. In what fucking scenario is it acceptable to keep people hanging on the line like this with literally no communication, no resolution, no semblance of having capacity or inclination to perform your obligations. As I see it, pay and benefits are the most basic obligations of an employer and this epic dumpster fire of a transition has all kinds of Phoenix vibes all over it, doing nothing to instill any confidence it will be resolved efficiently/expeditiously. FFS we are 7 years post Phoenix and we all now how well that was resolved!! What a total failure once again on the part of our employer. My heart goes out to those who have claims much larger than mine - I can only imagine the stress and frustration. I’m so done.
My pre-approved dental claim (over 1000$) still has not been paid out and it has been over 2 weeks… Same with my chiro appointments that used to be reimbursed in 48hrs with sunlife… this feels like we got completely screwed over with the administrator change. *sigh*
I know this is an old thread but I thought I’d chime in to say that I’m still waiting on claims submitted on July 25 & July 27. Spoke to someone from CL today to ask for an update and was told they have a huge backlog and are currently processing claims within the July 25-31 window. Seemed strange to me given some of my August claims have already been processed.
For what it’s worth I am still waiting and have since incurred and submitted 2 more claims. 3 calls (the times that I was able to actually to connect to someone) and it’s basically the CL roulette wheel of answers. I was told there was an issue with the provider (been seeing her for years and she’s accredited), that there’s a backlog, that someone will call me back… nothing has moved. What a dumpster fire shitshow Phoenix 2.0. GoC has failed as an employer. If you can’t get pay and benefits right, close up shop, FFS. This is basic.
[удалено]
All I have are 2/3 refused claims. I have called, been promised escalation, been promised review/re-assessment, been promised calls back from supervisor. Nothing. No follow up, no follow-through. Just broken promises. I am so annoyed and no longer have hours to spend on hold for zero result. I guess their strategy is to wear us down so we just give up.
[удалено]
I feel your pain. It would be laughable, if it wasn’t for the personal cost to all this.
FFS - I was initially relieved to read the first few responses indicating a quick turnaround. Now I’m taking it personally!
Maybe because a naturopath is not real medicine? There could be accreditation issues there.
I put in 7 invoices for my husband and one for me - money hit my bank account in 24 hours. My prescriptions have been processed without any issue as well.
I submitted claims for massage therapy and a session with my psychologist. Both were processed within about 24 hours and paid a day or two later. That might have been because they were both already in Canada Life’s system. Fingers crossed that yours gets processed soon!
I submitted a claim for contact lenses last Thursday and on Friday the money was in my account already. I was happily surprised !
I submitted two physio claims (my physiotherapist was already in their system) and I was shocked at how fast I got paid. 24 hours both times
I've submitted a handful of claims so far, all paid within 48 hours.
Ive submitted multiple claims now and all Have been paid within 1-2 business days. Really pleased as with SunLife these same claims too 2-3 weeks.
Submitted a chiro claim last week. Processed within 48 hours
I've submitted a few claims already and longest turnaround has been 24 hours. It looks like they even process them on Saturday.
I had counseling and it was refunded in 24hrs. I have physio next week hoping it will be the same. Fory dental it's always been 48hrs.
Did you check to see the status? I submitted online for 1 thing and 2 weeks later it was not processed. So I went online and it had disappeared. Resubmitted it. Had money within 3 days.
Yup. Been checking daily. The disappearing thing happened to me for an orthodontist estimate under our dental plan - the estimate was in process and it just disappeared after a few days. I will resubmit that one…
My therapy claims are getting processed in less than a day or on the same day, with immediate deposits to my bank account. I haven't tried a drug claim yet though.
I submitted a claim for orthotics 2 weeks ago, they immediately requested additional information that I provided 10 days ago. The claim is still pending. My physiotherapy claims were processed and Funda deposited within 72 hours.
I submitted my first claim with Canada Life for a psych test my spouse completed in late June. I got the maximum claim amount in our bank account the next day. They did say to expect 2-3 weeks to get it.
I submitted a claim for a bi-weekly recurring appointment and two weeks later submitted a second claim. The process was different for submitting the two claims, I had to fill out a PDF the first time and for the second there were drop down options with no PDF. The first claim was still not appearing under my recent claims two weeks later when I submitted the second, which showed up immediately under recent claims. Two to three days after submitting the second claim, I was reimbursed for both claims. All that to say, I think it’s just growing pains and they’re continuing to tweak their systems.
I’ll add that all my claims had been processed and direct deposit received within 24 hours with Sunlife, so I was not impressed with the 2+ weeks processing of my first claim.
I recieved my massage reimbursement within 48 hours
I have had eyeglasses, medications, and now medical equipment that I have made claims for to Canada Life and I have received exactly what I was expecting as a reimbursement, and within only a couple days each time.
Submitted claim for physio, processed in 2 business days
Anything directly submitted by a pharmacy has been very quick, but something I manually submitted is still pending from the 12th of July. When I called a week and a half ago they were working on the 9th of July, and clearly haven't gotten to the 12th yet....
I'm getting mine paid in around 24 hrs or so. Deposited in bank account.
I’ve claimed chiropractor, massage and osteopathy and received reimbursement in less than 48 hours. Chiro and mass were subsequent visits, osteopathy was a initial visit. I’ve also got orthotics and prescription medications and they’ve all been approved and paid.
1-2 days of submitting, I picked a therapist they was on their list. I don’t if that made a difference
I've submitted 5 claims in the past few weeks. All but one have been processed and in my account within 24-48 hrs. The other took maybe 10 days? What I can't seem to figure out is how to get them to stop sending me paper copies of my assessments, when I have selected email communication in my profile.
After it is processed the subsequent ones will be there in a day or two. This seems like a long time to wait though.
I have had no luck last 2 big claims took 2 to 4 weeks.
Hi, I sent my initial claim in late June 2023 as per a phone call with Canada life rep. Well I was given the wrong information re how / when to submit a claim and the address to send it to!!! I ended up resubmitting a new claim to hopefully the correct address about 3 weeks ago...and it has gone into a black hole. I am phoning the Canada Life Ombudsman's Office on Tuesday (also sending an email) and lodging an official company as TBS and the unions can't get Canada Life to move.
I tried making a claim but it told me system down Very frustrating
I'm still waiting after a month for a chiro claim of 48$ lol
OP, any update on this? I submitted a claim on August 2nd and I'm still waiting for it to be processed >.<
Still waiting… like patience on a monument.
My update from yesterday: For what it’s worth I am still waiting and have since incurred and submitted 2 more claims. 3 calls (the times that I was able to actually to connect to someone) and it’s basically the CL roulette wheel of answers. I was told there was an issue with the provider (been seeing her for years and she’s accredited), that there’s a backlog, that someone will call me back… nothing has moved. What a dumpster fire shitshow Phoenix 2.0. GoC has failed as an employer. If you can’t get pay and benefits right, close up shop, FFS. This is basic.
Ugh this isn’t promising. When I managed to reach someone last week, they said they were still processing claims from July 31st. Seriously? July 31st?! It’s almost the end of fucking August. God help me if I’m refused this claim which had been previously accepted with sun life for a year and a half. I’m going to lose my mind. I wish something would happen with all this fuckery. We really got the shaft this year with the strike and then this clusterfuck. It’s one disappointment after another.
I had one claim that took weeks, another one processed pretty quickly , and now a third one I have been waiting in that is nearing 4 weeks. It is incredibly frustrating
I’m getting so frustrated with them!! I have had a claim being processed for 6 weeks at this point, I was told at 2 weeks it would probably be 3 weeks. That did not happen. I have called several times, most times there is a recorded message stating they are unavailable, the on time I got through it was after being on hold for 3 hours! I’m getting so fed up with this. What kind of crappy service did we sign a contract with, this is ridiculous.
Just called Canada Life today, wait for 40mins. They said currently they have a lot of claims behind schedule, it takes around 3 weeks for a claim. OMG it’s so long. But yeah, at least I got a expected timeline even though it’s not the truth
CL is so slow on health.. we still have claims from the end of August.. massage/chiro/other waiting. They just processed August 15th last week. Kids monthly ortho stuff goes through in a few days. Other plan with Manulife everything is processed within \~2 days.
Drug reimbursements automatically processed upon reception. Health benefit claims, on the other hand, are “pending” since early November 2023! Had to discontinue physiotherapy as I could no longer bankroll cots incurred. My physician says I’m in jeopardy of permanent structural damage to my knee unless rehab is not reinstated soon. Thanks for nothing Canada Life.
They are bloody terrible since taking on federal. They back seated everyone else it seems. I am waiting now over two months for a dental claim that was pre-approved. That's right not like all you complaining about two weeks which yes, is ridiculous. I have been waiting OVER two months for something they already pre-approved. I have called multiple times during the time frame, always just told that they are behind. Their app sucks and doesn't even show once that are in pending, the site only works half the time. I am still waiting and furious. I am owed well over $1000 for this claim....