Supporting clients affected by Fort McMurray fires

Supporting Canada Life's clients affected by the Fort McMurray fires 

Our thoughts are with those affected by the devastating fires in Fort McMurray and we recognize your important role in helping clients through challenging life events like this. To ensure we can support you and address the immediate needs of our clients, we’ve taken several steps to expedite our response. We’ll continue to stay close to what’s happening in the area and the needs of any clients who are affected. We’ll make adjustments to processes as needed to ensure we’re providing the appropriate support, and we’ll provide you with updates.

Any client requests or inquiries related to the fires will be expedited and special handling in place if required.

To provide immediate responses:

• A dedicated toll-free phone line is now available for client inquiries related to the fires. It’s 1-877-217-5704 and applies to all business areas.

• All incoming calls will be triaged and sent to the appropriate business area for handling

• Contact centre hours have been expanded to Monday – Saturday, 7 a.m. to 8 p.m. (Central Time); 6 a.m. to 7 p.m. (Mountain Time)

• We’re reviewing all requests on a case-by-case basis, taking individual circumstances into account, and granting exceptions where needed; for example:

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    • Expediting claim payments on request

    • Facilitating prescription refills for Group plan members

    • Extending premium due dates

    • Providing continuation of coverage and waiving waiting periods to accommodate clients during this emergency

• We’ll continue to monitor the needs of our clients and adjust these processes as required. For now, we’re committed to addressing any fire-related client concerns as quickly as possible, and are prepared to handle and respond to questions.

   If you have any questions about Canada Life's expedited processes or how to handle special circumstances, email Dennis McKenna or call 519-435-7428.