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Canada Life is currently experiencing a delay in claims processing

Last updated on Feb. 23, 2024. The next update will occur on March 1, 2024. 

Plan members will notice that some of their health and dental claims may not be processed as fast as usual. 3sHealth is working with Canada Life to address the delay. 

The delay is affecting any claims requiring manual review from a claims examiner. Canada Life continues to reimburse some 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 - Dec. 18, 2023
  • Prescription drugs - Dec. 21, 2023. 
  • Medical, including vision and medical supplies - Jan. 4, 2024.
  • Health spending account: As of January 26, 2024 Canada Life has cleared the backlog and health spending account claims are now in standard.  

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

Canada Life is taking action to address the backlog, including re-deploying employees, hiring new employees, and developing process efficiencies.

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.