Canada Life is currently experiencing a delay in claims processing

Last updated on June 10, 2024. The next update will occur on June 17, 2024. 

After months of effort to address an ongoing delay in claims processing, Canada Life is close to meeting its service standards. 

3sHealth has been working with Canada Life to address the delay, which is affecting any claims requiring manual review from a claims examiner. These efforts have included re-deploying employees, hiring new employees, and developing process efficiencies.

As of June 7, 2024, the timelines are now approaching the usual service standard, which is a seven-calendar day turnaround for all claims (Canada Life continues to reimburse the majority of claims within a few days, including claims for massage, physiotherapy, and prescription drugs where a plan member uses their drug card at the pharmacy).

Current delay claims timing

Canada Life is processing claims in the order they are received. The following list contains the date Canada Life is currently working on for that category:

• Dental claims - May 28, 2024. 
• Prescription drugs - June 5, 2024.  
• Medical, including vision and medical supplies - May 29, 2024.

3sHealth will update this page with new timing information as it becomes available. 

Helpful tips for plan members:

• There is no need to resubmit a claim if you have already submitted it once. 
• Canada Life is also experiencing a high-volume of calls. To get the information you need quicker, you can find answers to many of your questions on both Canada Life’s website and 3sHealth’s website.
• To make the claims process smoother, make sure that you submit all the required information.
• Electronic claims are easier to process. Make sure to sign up for the redesigned My Canada Life at Work mobile app. Learn more here.