How do I submit a claim?
You can submit your claim in 3 ways:
Online through My Canada Life at Work
Sign in to My Canada Life at Work to submit a claim.
If you don’t have an account yet, register now.
Online by your provider
Your pharmacist, dental office, optician location or paramedical provider can submit a claim on your behalf.
Paper forms
You can submit a claim using these forms. You’ll find instructions on how to return the completed form on the form itself.
Make sure you’ve attached all original receipts supporting your claim. We don’t accept photocopies. Your original receipts will not be returned. You will, however, receive an explanation of benefits for your records.
What are the submission timelines?
Claims must be submitted within 15 months from the date the service/supply was incurred.
My form is complete. Now what?
Once all information for your claim is received, Canada Life will adjudicate your claim.
Canada Life will contact you through My Canada Life at Work if you’re registered or by mail if there is any missing information required to assess your claim.
How long does it take to process my claim?
Canada Life will process all health and dental claims under the Plan within 7 calendar days of receipt.
Missing information or incomplete claims may impact processing timelines. We may need to extend the timeline if additional review is needed.
How will I find out if my claim has been accepted?
If you submit your claim electronically, you will receive a message indicating that it has been received for further review.
If you send in a paper claim, you will receive a response once the claim has been adjudicated.
How can I appeal my claim decision?
You can appeal by either calling our customer relationship specialists at our call centre or by resubmitting the claim and indicating it is an appeal. Please tell us why you disagree with our assessment.
Canada Life aims to process appeals within 7 calendar days and will provide you a response.
If you are not satisfied with the 1st appeal decision you may send us in writing all claims details with any additional information that we may not already have for review.
Appeals will be reviewed within 10 calendar days. We will respond by sending a detailed letter with an explanation for the decision.
After the second appeal, you can ask to have your concerns escalated further. This would flow into our complaint process.