Canada Life Customer Service, Claims and Complaint Help

Eric Strand

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Canada Life provides individual insurance, workplace health and dental benefits, disability coverage, retirement plans, investments, annuities, creditor insurance, travel assistance, and other financial products in Canada. The correct customer-service number depends on the policy, plan, account, claim, and reason for contacting the company.

The commonly listed number 1-888-252-1847 is primarily used for individual insurance, personal policies, individual investments, and products purchased through an advisor. Workplace-benefit, workplace-retirement, Public Service Health Care Plan, creditor-insurance, travel-emergency, and complaint inquiries have separate support routes.

Canada Life Customer Service Phone Numbers

  • Individual Insurance, Personal Policies and Individual Investments: 1-888-252-1847
  • Individual Customer-Service Hours: Monday-Friday, 8:00 a.m.-8:00 p.m. ET
  • Individual Life Claims Outside Canada and the United States: 1-416-597-6981
  • Workplace Health and Dental Benefits: 1-800-957-9777
  • Workplace Benefits Hours: Monday-Friday, 8:00 a.m.-8:00 p.m. ET
  • Workplace Retirement and Savings Plans: 1-800-724-3402
  • Workplace Retirement Hours: Monday-Friday, 8:00 a.m.-8:00 p.m. ET
  • My Canada Life at Work Login Support: 1-888-222-0775
  • Personal Investments Online-Account Support: 1-888-534-1836
  • Creditor Insurance: 1-800-380-4572
  • Creditor-Insurance Hours: Monday-Friday, 8:00 a.m.-6:00 p.m. ET
  • Public Service Health Care Plan: 1-855-415-4414
  • PSHCP International Collect Calls: 1-431-489-4064
  • Canada Life Complaints Office: 1-844-222-2264
  • Complaints Office Hours: Monday-Friday, 8:00 a.m.-8:00 p.m. Eastern Time
  • TTY to Voice: Dial 711
  • Voice to TTY: 1-800-855-0511
  • Official Contact Page: Canada Life Contact Information
  • Official Website: Canada Life

Use the telephone number printed on your current policy, benefit card, statement, claim letter, denial notice, or account correspondence whenever it differs from a general number listed above.

Canada Life does not publish one general email address for every customer and product. Use the secure online account, official product-specific form, verified departmental email, or instructions in your current correspondence.

Choose the Correct Canada Life Support Department

Individual Life Insurance and Personal Policies

Call 1-888-252-1847 for individual policies purchased directly or through an insurance or financial advisor.

Individual policy support may include:

  • Policy values and coverage
  • Premium payments
  • Automatic bank withdrawals
  • Beneficiary changes
  • Ownership changes
  • Address and name changes
  • Policy loans
  • Withdrawals and surrenders
  • Dividend options
  • Policy lapses and reinstatement
  • Life-insurance claims
  • Critical-illness or disability coverage purchased individually
  • Individual health and dental policies

Have the complete legal insurer name and policy number available privately. Older documents may show Great-West Life, London Life, Canada Life, or Freedom 55 Financial.

Workplace Health and Dental Benefits

Call 1-800-957-9777 for workplace health, dental, prescription, vision, paramedical, and other employer-sponsored benefits.

Workplace-benefit support may include:

  • Plan and member identification
  • Coverage and benefit balances
  • Health and dental claims
  • Prescription coverage
  • Coordination of benefits
  • Dependent coverage
  • Claim status and payment
  • Predeterminations
  • Denied claims and appeals
  • My Canada Life at Work
  • Direct deposit
  • Travel assistance under eligible plans

Your employer’s benefit booklet controls. Coverage limits, exclusions, deductibles, reimbursement percentages, claim deadlines, coordination rules, and appeal procedures vary by plan.

Workplace Retirement and Savings Plans

Call 1-800-724-3402 for an employer-sponsored pension, registered retirement savings plan, tax-free savings account, deferred profit-sharing plan, retirement-income plan, or other workplace savings arrangement.

Workplace retirement support may include:

  • Plan enrollment
  • Contribution information
  • Investment selections
  • Account balances and statements
  • Beneficiary designations
  • Transfers between investment options
  • Employment termination options
  • Retirement-income choices
  • Withdrawals where permitted
  • Tax receipts
  • Locked-in account rules
  • Required retirement conversions

Withdrawal, transfer, conversion, and investment options depend on the plan, applicable pension legislation, tax rules, and employment status.

Creditor Insurance

Call 1-800-380-4572 for Canada Life creditor-insurance questions. The line is currently available Monday through Friday from 8:00 a.m. to 6:00 p.m. Eastern Time.

Creditor insurance may be connected with a:

  • Mortgage
  • Line of credit
  • Personal loan
  • Credit card
  • Vehicle loan
  • Other debt product

The bank or lender may sell or administer the account while Canada Life insures eligible benefits. Identify whether the issue concerns the loan, premium, insurance certificate, claim, or lender’s account servicing.

Canada Life Travel Medical Emergency Assistance

If your Canada Life workplace plan includes travel emergency coverage, use the number printed on the travel-assistance card.

  • Canada and United States: 1-800-957-9777
  • Outside Canada and the United States: 1-204-946-2577
  • Travel Emergency Availability: 24 hours a day

For a life-threatening emergency, contact the local emergency service first. Travel assistance does not replace an ambulance, hospital emergency department, police, fire department, consular assistance, or evacuation ordered by local authorities.

When safe, contact the travel-assistance provider before receiving expensive nonemergency treatment. Some plans require advance approval, coordination, documentation, or use of a designated provider.

Keep:

  • The benefits card
  • Travel dates
  • Medical reports
  • Itemized bills
  • Proof of payment
  • Prescriptions
  • Travel-assistance case number
  • Provincial health-plan information
  • Other travel-insurance documents

Public Service Health Care Plan Support

Canada Life administers the Public Service Health Care Plan for eligible federal public-service members, pensioners, and dependants.

PSHCP members should use their dedicated plan contact rather than the general workplace-benefits number when the issue concerns positive enrolment, plan eligibility, PSHCP claims, member-account access, or plan-specific correspondence.

Emergency travel and comprehensive out-of-province coverage may involve a separate assistance provider. Use the number displayed on the current PSHCP benefit card.

My Canada Life and My Canada Life at Work

My Canada Life

My Canada Life is generally used for personal insurance, investments, and products purchased individually or through an advisor.

Use the personal account to:

  • Review policy and investment information
  • View statements and correspondence
  • Update eligible personal information
  • Access forms
  • Review transactions
  • Check claim or policy information where available

My Canada Life at Work

My Canada Life at Work is generally used for employer-sponsored health, dental, disability, retirement, pension, and savings plans.

Canada Life Login Problems

If you cannot sign in:

  1. Confirm that you are using the personal or workplace portal appropriate for the product.
  2. Verify the email address or username.
  3. Use the official password-reset option.
  4. Check spam and junk folders for verification messages.
  5. Confirm that your current telephone number and email are on file.
  6. Do not repeatedly create new accounts for the same policy or plan.
  7. Call the appropriate login-support number if access cannot be restored.

Do not provide a password or multifactor-authentication code to an unexpected caller, email sender, advisor, employer, health provider, or person claiming to be technical support.

How to Submit a Canada Life Workplace Health or Dental Claim

When the plan permits, claims can be submitted through My Canada Life at Work or the mobile app.

Before submitting, confirm:

  • The patient is an eligible plan member or dependant.
  • The service date falls within the coverage period.
  • The provider and service are eligible.
  • A prescription or referral is included when required.
  • The claim is submitted before the plan deadline.
  • Another insurer must be billed first when coordination rules apply.
  • The receipt contains the required provider and payment information.

Keep the original receipt and supporting records after an electronic claim. Canada Life may request them for verification.

Missing or Delayed Workplace Claims

If a claim remains pending:

  1. Review the online claim status.
  2. Check for a request for additional information.
  3. Confirm that the plan and member numbers were entered correctly.
  4. Verify direct-deposit information.
  5. Ask the provider whether the claim was submitted electronically.
  6. Contact Canada Life with the submission date and claim details.
  7. Request written confirmation of any missing requirement.

Do not resubmit the same claim repeatedly unless Canada Life instructs you to do so. Duplicate claims can delay review or create an overpayment.

How to Appeal a Denied Health or Dental Claim

Review the claim explanation and benefit booklet before appealing. Determine whether the denial involved:

  • Ineligible service or provider
  • Coverage maximum
  • Deductible or reimbursement percentage
  • Missing prescription or medical information
  • Late submission
  • Coordination of benefits
  • Plan exclusion
  • Administrative error
  • Insufficient documentation

An appeal should identify the claim, explain why the decision is disputed, and include information not previously considered.

Possible supporting documents include:

  • Detailed receipt
  • Prescription
  • Medical or dental explanation
  • Treatment plan
  • Provider qualifications
  • Prior approval
  • Coordination statement from another insurer
  • Relevant benefit-booklet provision

Canada Life aims to process workplace health and dental claim appeals within seven calendar days after receiving the required information. Actual timing can vary by plan and complexity.

Canada Life Disability Claims and Appeals

Canada Life administers short- and long-term disability claims under many workplace plans.

A disability claim may require:

  • Employee statement
  • Employer or plan-sponsor statement
  • Attending physician’s statement
  • Job demands and earnings information
  • Medical and functional records
  • Treatment information
  • Consent and authorization forms

Notify the employer and submit the required forms promptly. The benefit booklet and claim documents control the notice and proof-of-claim deadlines.

Disability Appeal Process

If a disability claim is denied, the letter should explain the reason, information considered, appeal procedure, and submission address.

Canada Life’s standard disability process may provide:

  • Appeal level 1
  • Appeal level 2
  • Appeal level 3
  • Complaint escalation after the final internal appeal

New information may include updated medical records, specialist reports, functional restrictions, treatment changes, workplace demands, test results, or clarification of an earlier report.

Filing an ordinary customer-service complaint does not replace the disability appeal or extend a contractual or legal deadline.

Canada Life Individual Life Insurance Claims

Call 1-888-252-1847 from Canada or the United States to begin an individual life-insurance claim. Call 1-416-597-6981 from elsewhere.

The claimant may be asked to provide:

  • Claimant statement
  • Certified or official proof of death
  • Policy number or policy copy
  • Beneficiary identification
  • Estate or trust documents
  • Tax information
  • Assignment documents
  • Additional information about the policy or death

Request the current claim package and secure submission instructions before mailing original or certified documents.

Life-Claim Delays

If the claim remains pending:

  1. Confirm that the claim was received.
  2. Ask whether every required document is complete.
  3. Request the claim or reference number.
  4. Ask whether the claim is subject to a beneficiary, estate, contestability, fraud, cause-of-death, or legal review.
  5. Request a written description of any remaining requirement.
  6. Retain all correspondence and delivery records.
  7. Use Canada Life’s complaint process if the delay remains unresolved.

Canada Life may be unable to discuss a claim with someone who is not a beneficiary, executor, trustee, assignee, legal representative, or otherwise authorized person.

Canada Life Beneficiary, Ownership, and Policy Changes

Contact the individual Client Service Centre or the financial advisor to obtain the current form for:

  • Beneficiary changes
  • Contingent beneficiary changes
  • Policy ownership transfers
  • Trustee changes
  • Name or address changes
  • Assignments
  • Payment-account changes
  • Authorized representative changes

A requested change is not necessarily effective when the form is mailed or uploaded. Ask for written confirmation showing that Canada Life accepted the change and recorded the effective date.

Canada Life Premium Payments, Policy Lapse, and Reinstatement

Use the payment instructions on the current premium notice or policy correspondence. Do not mail premiums to the corporate head office unless Canada Life specifically directs you there.

Before paying, confirm:

  • The policy number
  • Premium amount
  • Due date
  • Grace-period deadline
  • Payment frequency
  • Correct payee and mailing address
  • Whether a missed automatic withdrawal must be replaced manually

If a policy is in danger of lapsing, request:

  • Current policy status
  • Amount required to keep it in force
  • Deadline for receipt of payment
  • Effect of loans or withdrawals
  • Reinstatement requirements
  • Written confirmation after payment

Submitting a payment or reinstatement application does not guarantee that coverage has been restored. Obtain written confirmation of the effective policy status.

Canada Life Investments, Segregated Funds, and Annuities

Canada Life provides individual and workplace investment and retirement products. Depending on the product, these may include:

  • Segregated funds
  • Guaranteed-interest options
  • Annuities
  • Registered retirement savings plans
  • Registered retirement income funds
  • Tax-free savings accounts
  • Nonregistered investments
  • Employer pensions and savings plans

Investment values, guarantees, withdrawal rights, surrender charges, maturity dates, death benefits, fees, and taxes depend on the contract or plan.

Before withdrawing, transferring, surrendering, or changing an investment, request information about:

  • Current value
  • Guaranteed amount
  • Market-value adjustment
  • Fees and surrender charges
  • Effect on maturity or death guarantees
  • Tax withholding
  • Locked-in restrictions
  • Processing time
  • Available alternatives

Segregated-fund values can rise or fall. The policy contract applies when general website information differs from the contract.

Administrative Services Only Workplace Plans

Some workplace benefit plans are Administrative Services Only plans.

In an ASO arrangement:

  • The employer or plan sponsor funds the benefits.
  • The employer determines the plan provisions.
  • Canada Life administers claims under the agreed contract.
  • The employer may retain authority over certain plan decisions.

A denial may therefore involve Canada Life’s administration, the employer’s plan terms, or both. Ask whether the plan is insured or ASO and request the applicable appeal route.

Canada Life states that OLHI and insurance regulators generally do not review most ASO disputes. The employer’s human-resources, benefits, labour-relations, pension, union, or internal appeal process may be the appropriate external route.

Canada Life Complaint Process

Begin with the department responsible for the product or claim. If the issue remains unresolved, submit a formal complaint.

Written complaints can be mailed to:

The Canada Life Assurance Company
Complaints Office T-262
255 Dufferin Avenue
London, ON N6A 4K1

Include:

  • The product, policy, plan, or claim involved
  • A clear timeline
  • Previous case and appeal numbers
  • The department or representatives previously contacted
  • Relevant documents with unnecessary private information removed
  • The specific resolution requested

Canada Life says it will generally acknowledge a formal complaint in writing within ten days and provide a final written response within 60 days. A complex complaint may require up to 30 additional days, in which case Canada Life says it will explain the delay.

External Canada Life Complaint Options

OmbudService for Life and Health Insurance

After receiving Canada Life’s final response, many unresolved insurance complaints may be submitted to the OmbudService for Life and Health Insurance.

OLHI can review eligible complaints involving life insurance, disability insurance, employee health benefits, travel insurance, annuities, segregated funds, and other life-and-health insurance products. It may not review every ASO workplace-plan dispute.

Provincial and Territorial Insurance Regulators

Insurance regulation depends on the province or territory. A policyholder may contact the regulator where the policy was issued or where the customer resides.

Quebec consumers can contact the Autorité des marchés financiers. Saskatchewan consumers may have an additional escalation route through the Superintendent of Insurance after receiving Canada Life’s final response.

Financial Consumer Agency of Canada

The Financial Consumer Agency of Canada supervises federally regulated financial institutions for compliance with certain federal consumer-protection requirements, including complaint-handling obligations.

FCAC does not decide or resolve an individual insurance claim or award compensation.

Canada Life Cyber Incident and Account Security

Canada Life disclosed a cyber incident in April 2026 involving unauthorized access to certain applications through an employee account.

On May 7, 2026, Canada Life stated that:

  • The incident had been contained.
  • There was no evidence of ongoing unauthorized activity.
  • The company had completed its investigation.
  • Individuals whose sensitive data was identified as affected had been notified.
  • Affected individuals were offered credit-monitoring protection at no cost.

Not every customer was necessarily affected. A person who did not receive an official notice should not assume that personal information was exposed based solely on online discussion or an unexpected message.

Be cautious of phishing messages that refer to the incident. Do not disclose account credentials or make a payment to obtain protection, compensation, claim funds, or a credit-monitoring service.

Canada Life Scam and Fraud Warnings

Canada Life has warned about impersonators, false claim messages, and fraudulent investment promotions.

Warning signs include:

  • A demand for money or gift cards to release an insurance claim
  • A brochure offering a Canada Life fixed-rate bond that cannot be verified
  • A request for a Social Insurance Number or date of birth by ordinary email
  • A request for a password or authentication code
  • A demand for cryptocurrency, gift cards, or payment to a personal account
  • A request for remote access to a computer or phone
  • An unexpected beneficiary or inheritance claim involving a deceased relative
  • Pressure to act before verifying the policy or representative

Canada Life says it does not require payment or compensation to release a claim.

End suspicious contact and call Canada Life through a trusted number shown on the official website, policy, statement, benefit card, or claim correspondence.

About Canada Life, Ownership, and Leadership

  • Legal Company: The Canada Life Assurance Company
  • Parent Company: Great-West Lifeco Inc.
  • Corporate Group: Power Corporation group of companies
  • President and Chief Executive Officer: David Harney
  • President and Chief Executive Officer, Canada: Fabrice Morin
  • Chair of the Board: Jeffrey Orr
  • Registered and Canadian Head Office: 100 Osborne Street North, Winnipeg, MB R3C 1V3
  • Corporate Phone: 1-204-946-1190

On January 1, 2020, The Great-West Life Assurance Company, London Life Insurance Company, The Canada Life Assurance Company, and two holding companies amalgamated into one legal company under The Canada Life Assurance Company name.

Customers may still see Great-West Life, London Life, or Freedom 55 Financial names on older policy contracts, forms, statements, banking records, or correspondence.

The Winnipeg head office and other Canada Life administrative offices are not walk-in claim, premium-payment, benefit, medical-record, retirement-transaction, or complaint-processing counters. Use the product-specific telephone, online, mailing, or secure submission route.

Canada Life Customer Service FAQs

What is Canada Life’s customer-service phone number?

Call 1-888-252-1847 for many individual policies, insurance products, and individual investments. Workplace benefits, retirement plans, PSHCP accounts, creditor insurance, and formal complaints have separate numbers.

What are Canada Life individual customer-service hours?

The individual Client Service Centre is currently available Monday through Friday from 8:00 a.m. to 8:00 p.m. Eastern Time.

What is the Canada Life workplace-benefits phone number?

Call 1-800-957-9777 for most employer-sponsored health and dental benefit questions.

What is the Canada Life workplace-retirement number?

Call 1-800-724-3402 for most employer-sponsored retirement and savings plans.

How do I contact Canada Life about the Public Service Health Care Plan?

Call 1-855-415-4414 within North America. International callers can call collect at 1-431-489-4064.

How do I contact Canada Life during a travel medical emergency?

Use the number on the travel-assistance card. When no different number is shown, call 1-800-957-9777 from Canada or the United States, or 1-204-946-2577 from elsewhere.

How do I start a Canada Life life-insurance claim?

Call 1-888-252-1847 from Canada or the United States and request the current claim package and secure submission instructions.

How do I appeal a denied Canada Life claim?

Follow the instructions in the denial letter or benefit booklet. Explain why the decision is disputed and submit relevant information that was not previously considered.

How do I file a complaint with Canada Life?

Call the Complaints Office at 1-844-222-2264, submit the official webform, fax 1-855-317-9241, or mail the Complaints Office at 255 Dufferin Avenue, London, Ontario N6A 4K1.

Who can review a Canada Life complaint externally?

Eligible life-and-health insurance complaints may be submitted to OLHI after Canada Life issues its final response. Provincial regulators may also accept complaints. Most ASO workplace-plan disputes are generally outside OLHI’s and insurance regulators’ review authority.

Where is Canada Life headquartered?

Canada Life’s registered and Canadian head office is at 100 Osborne Street North, Winnipeg, Manitoba R3C 1V3.

Is 330 University Avenue Canada Life’s headquarters?

No. Canada Life’s current annual report lists 100 Osborne Street North in Winnipeg as its registered and Canadian head office. It identifies 330 University Avenue in Toronto with Canada Life Reinsurance.

Who owns Canada Life?

The Canada Life Assurance Company is a subsidiary of Great-West Lifeco Inc. and a member of the Power Corporation group of companies.

Who is Canada Life’s CEO?

David Harney is President and Chief Executive Officer of Canada Life. Fabrice Morin is President and Chief Executive Officer, Canada.

Why does my policy say Great-West Life or London Life?

Great-West Life, London Life, Canada Life, and two holding companies amalgamated on January 1, 2020. Many valid legacy policies and records continue to display the former company or brand name.

Was every Canada Life customer affected by the 2026 cyber incident?

No such conclusion should be made. Canada Life said it notified the individuals whose sensitive data was identified as affected and offered them free credit monitoring.

Canada Life Customer Service Reviews and Complaints

The review section below allows policyholders, plan members, beneficiaries, claimants, retirees, investors, and employers to share firsthand experiences involving Canada Life individual insurance, workplace benefits, disability claims, life claims, travel assistance, retirement plans, investments, creditor insurance, PSHCP coverage, online accounts, appeals, and complaints.

No Canada Life reviews have currently been submitted on this page. The displayed 0/5 means that no ratings have been submitted; it is not a zero-star customer verdict.

Clearly identify whether the experience involved Canada Life, an employer or plan sponsor, an ASO benefits plan, a financial advisor, a health provider, a travel-assistance administrator, the Public Service Health Care Plan, a bank, OLHI, or a provincial regulator.

Share Your Canada Life Experience

Describe the product or plan, approximate date, department contacted, type of claim or account issue, response received, processing time, appeal or complaint route used, and final outcome.

Do not post a policy, plan, certificate, claim, or member number; Social Insurance Number; date of birth; banking or investment information; password; authentication code; medical diagnosis; prescription record; disability documentation; tax form; death certificate; beneficiary information; payment details; complete address; private phone number; or another person’s confidential information.

Page Update Note

This Canada Life customer-service page was updated on July 28, 2026, to distinguish individual insurance from workplace benefits, workplace retirement, PSHCP, travel assistance, creditor insurance, and complaints; verify current phone numbers and hours; correct the head-office address; update ownership and leadership; explain the Great-West Life and London Life amalgamation; add claim, appeal, investment, ASO-plan, cyber-security, fraud, and external complaint guidance; remove unrelated insurance links and unsupported review themes; and accurately describe the live CustomerServiceNumbers.com review count.

Customer Service Numbers Disclaimer

CustomerServiceNumbers.com is not affiliated with The Canada Life Assurance Company, Great-West Lifeco, Power Corporation of Canada, Great-West Life, London Life, Freedom 55 Financial, an employer or plan sponsor, the Public Service Health Care Plan, OLHI, the AMF, FCAC, a provincial regulator, health provider, financial advisor, bank, travel-assistance provider, or government agency.

This page is provided for informational and customer-review purposes. Phone numbers, hours, addresses, executives, products, policy terms, benefits, investment options, claim deadlines, appeal procedures, travel coverage, cyber notices, and complaint processes can change. Verify important information through current Canada Life correspondence, policy documents, benefit booklets, denial notices, official account portals, and applicable regulators.

CustomerServiceNumbers.com cannot access a policy or account, submit or approve a claim, change a beneficiary, make an investment transaction, provide financial or insurance advice, determine coverage, approve disability benefits, issue a payment, resolve an appeal, investigate a cyber incident, or decide a regulatory complaint. Contact Canada Life, the employer, plan sponsor, advisor, treating provider, OLHI, regulator, attorney, accountant, emergency service, or another responsible organization directly.

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