Did PSAC negotiate this change to move to Canada Life?
This change was initiated and operationalized by the employer and was not part of PSAC and other unions’ negotiations on a new health care plan. It also does not impact the improvements PSAC secured.
The employer transferred the Public Service Health Care Plan provider contract from Sun Life to Canada Life as part of a separate procurement process, resulting in changes for nearly 1.5 million federal public service workers, retirees, and their dependents.
The Government of Canada made the decision to transition to Canada Life, and it is their responsibility to hold Canada Life accountable for the many problems that members are facing.
I can’t get in touch with Canada Life. What should I do?
Customer service wait times remain too long, and too many calls remain unanswered. This poorly managed transition prevents our members from fully taking advantage of their benefits
Unfortunately, the only available option is to keep trying until you are connected to a Canada Life agent.
Before the move to Canada Life, PSAC provided the government with recommendations for a smooth transition for plan members, including for Canada Life to hire additional staff and increase its call centre capacity.
PSAC has also requested a meeting with Treasury Board President Anita Anand to discuss how the delivery of benefits can be improved for plan members as soon as possible.
While the contract for administering benefits is held by the employer, PSAC will continue to push the employer and Canada Life to improve conditions.
Members can add additional pressure on the Liberal government by contacting their MP directly to share their frustrations and call for accountability on the Canada Life rollout.
Why are wait times so long with Canada Life?
Canada Life has not been able to keep up with the influx of new members, retirees, and dependents that they now administer, and it is having a significant impact on people who depend on these benefits for their health and drug coverage.
What is PSAC doing to improve this situation?
Before the move to Canada Life, PSAC provided the government with recommendations for a smooth transition for plan members, including for Canada Life to hire additional staff and increase its call centre capacity.
PSAC has also requested a meeting with Treasury Board President Anita Anand to discuss how the delivery of benefits can be improved for plan members as soon as possible.
While the contract for administering benefits is held by the employer, PSAC will continue to pressure the employer and Canada Life to improve conditions.
The vast majority of benefits you previously received should be the same or improved after PSAC negotiated various improvements to the plan. If you feel your claim was wrongfully denied, please contact Canada Life or submit an appeal.
How can I appeal if my health care claim was denied?
Visit the Public Service Health Care Plan Administration Authority’s website for information on how to submit an appeal.
Prior to submitting an appeal, you should make every effort to resolve the issue with Canada Life. Appeals related to denied claims must be submitted within 12 months of the date of your claim statement.
The Public Service Dental Care Plan, which is currently being re-negotiated for over 185,000 federal public service workers, continues to be administered by the Canada Life Assurance Company.