Waiting on the phone before getting a response from federal employees’ primary insurer, Canada Life, is “unacceptable” in the eyes of Treasury President Anita Anand.
• Also read: She is forced to fight Canada Life in the middle of chemotherapy for breast cancer
The minister stated on Wednesday morning that she had discussed the issue with the insurer’s management. “They are working hard on this issue,” assured Ms. Anand.
“Everyone must have access to their services,” she emphasized.
The Journal told the story of a Montérégie educator who has been struggling to get the $3,000 she is owed related to her treatment for aggressive breast cancer.
“Nobody talks to each other in this company. Every person has a different language. They will say anything to get rid of you,” said Pascale Plourde, who has spent countless hours on the phone with Canada Life since last summer.
Minister Anand refused to compare Canada Life’s problems to the Phoenix computer system fiasco, an experience from which the government had learned lessons, she said.
“We know there is still much work to be done, but Canada Life leadership will continue to ensure that everyone has access to the services they need,” assured the minister, who said she was keeping an eye on the insurer’s “progress.”
Last summer, SunLife’s federal employee insurance policy was transferred to Canada Life, a subsidiary of Great-West Lifeco, which is owned by Power Corporation. Since then, complaints about the processing time for drug claims have been increasing.
• With Francis Halin