A message from our President and COO, Canada
As the COVID-19 situation continues to evolve, we’re leveraging the most up-to-date information from public health authorities. This helps us make decisions about our operations so we can continue serving Canadians from coast to coast.
The health and safety of our employees, communities, customers, advisors and plan sponsors is our number one priority.
At a time when headlines are often changing, one thing remains constant: Customers are at the centre of what we do. Count on us to provide the best service we can under these unique circumstances, keep your personal information safe and do everything we can to contribute to your well-being.
Canada Life continues to help guide Canadians to reach their potential by:
Supporting our employees
- We’ve implemented a work-from-home protocol for many of our employees. And for those working in our offices, we’ve taken every effort and precaution to make our office spaces safe.
- We’re communicating regularly about changes, as well as providing extra financial support and wellness resources through Workplace Strategies for Mental HealthOpens a new website in a new window and our partnership with WellcanOpens a new website in a new window.
Supporting our communities
- Earlier this year, Canada Life, IGM Financial and Power Corporation announced a joint $1 million contribution to help support local and national food banks, offer support to seniors, youth and Indigenous peoples and help address small businesses long-term needs.
- We’ve also supported other community initiatives, including:
- contributing to The Frontline Fund in support of Canadian healthcare workers
- an employee-led campaign to support food banks across the country
- providing a free mental health resource kit to 285 businesses and not-for-profits
- a contribution to Pathways for virtual learning support
- offering a seasonal donation to 6 Canadian charities
- providing 12 grants of $10,000 each to 12 small businesses across Canada through our Business Boost program
Supporting our customers
- For Canadians insured through one of our group plans or who own an individual product, our contact centre team is working hard to meet customer needs, with many working remotely to provide continual service.
- We’ve temporarily relaxed age and amount requirements on a number of our insurance products to make it easier for customers to obtain coverage without in-person medical visits.
- We’ve reduced the need to meet in-person by leveraging technology and expanding our digital offerings while continuing over-the-phone support. Some of our extended digital solutions include:
- SimpleProtect – provides online insurance policy applications and approval
- Consult+ – provides group customers virtual health care access
- GroupNet’s mobile application now includes a context-based messaging feature – letting plan members choose to receive personalized notifications and offers directly to their device. This service has been used to connect members with some of the supports and measures introduced as a result of COVID-19.
Supporting our advisors
- We’re working with advisors to leverage technology to ensure business can continue while promoting physical distancing to keep advisors and clients safe. This includes digital applications to simplify the application and approval process, like SimpleProtect, new e-signatures and Workspace.
- We created a central location for advisors to access COVID-19 specific materials to ensure they have the information they need, when and where they need it.
- Advisor programs and events are now held virtually to ensure advisors and their teams continue to receive the tools and training they need.
- We’ve provided a market volatility toolkit which we update regularly. The toolkit helps advisors with insights about the current market conditions.
- We’re hosting regular calls with advisors where they hear from experts across the company to help update them on the COVID-19 situation and ongoing market volatility.
- We’ve shifted our field management and wholesaling teams to virtual support where possible, so advisors continue to receive the support they’re used to.
Supporting our plan sponsors
- We know coverage is important for everyone at this unprecedented time, so we’re temporarily waiving ‘minimum hours worked’ requirements for plan member eligibility.
- To better support physical distancing we have approved virtual paramedical services for:
- Occupational therapist
- Social worker
- Speech therapist
- We want to help Canadians navigate through this health and economic crisis by continuing to provide guidance on managing stress for employers and their employees through Workplace Strategies for Mental HealthOpens a new website in a new window.
Canada Life’s goal is to continue to be responsive and flexible for you – our valued customers – whose needs continue to grow as a result of this global health crisis.
The COVID-19 situation is fluid and raises several questions. As the landscape is ever evolving, we may change our position to respond or adapt, so continue to watch here for updates.
Please continue to work with the advisor you know and trust. You can also contact our Client Service Centre to help with the following:
- General information about your insurance and investment products, policyowner dividends and policy loans
- Changes to your name, address and bank information
- Beneficiary and ownership changes
For policies or contracts originally with:
- Canada Life: 1-888-252-1847
- London Life: 1-877-566-5433
- Great-West Life investments: 1-800-665-5758
- Great-West Life insurance: 1-800-665-0551
I want to thank our employees, advisors, customers and communities for being nimble and staying positive, calm and quintessentially, well, Canadian. Thank you.
President and Chief Operating Officer, Canada
For your convenience, all claims can now be submitted online using GroupNet for plan members. Submitting claims online is the best way to ensure your claims can be processed and payments quickly deposited into your bank account. If you know of coworkers who haven't yet registered for GroupNet, please encourage them to do so.
If you need to send us other documents, use the upload documents feature in GroupNet’s contact us section.
Group life and AD&D
Please ensure you contact your plan sponsor to start the process. Under current circumstances, all communications should be sent by email or fax. You'll find this info on the claim form. Find a group life and AD&D claim form.Opens a new website in a new window
COVID-19 claims while out of the country
Claims related to COVID-19 that occurred during travel to a country with travel advisory warnings can now be submitted on GroupNet for plan members. They will be assessed like any other claim under your plan. Plan coverages vary, so that's why every claim will be handled on a case-by-case basis. It's important to review your plan coverage details carefully. If you have out-of-country coverage, you'll be covered for eligible expenses when you have symptoms from a medical emergency, and you need to seek treatment.
COVID-19 related disability claims
Is your absence due to symptoms of COVID-19 and your test results are pending, or you have a clinical diagnosis of COVID-19? Apply for COVID-19 short-term disability benefits.
Before you submit a paper claim, sign in to GroupNet for plan members to check if you can submit your claim online.
Sign in to GroupNetOpens a new website in a new window and select Coverage & balances. You can also download our mobile app. Look for GroupNet in the App Store and Google Play. For more detailed info, see your member booklet.
In these rapidly changing and stressful times, we want you to you know we're thinking of you, we're here for you and we're working to serve you. Canada Life's Workplace Strategies for Mental HealthOpens a new website in a new window website is available to you, and provides free tools and information to help support your mental health and safety.
As well, Dialogue has a free tool called ChloeOpens a new website in a new window that’s available to all Canadians to answer questions about COVID-19.
Take charge of your health with Health Connected
Health Connected is a health and wellness site available through GroupNet for plan members, and is already part of your plan. If you don’t have access to GroupNet, ask your plan administrator how to get to the site. It has COVID-19 resources, a Health A-Z library, and digital tools to improve your wellness and help you keep active.
Toolkits and tips
Get tips and tools for coping and building resilience – from talking to your children about physical distancing, managing a team during COVID-19 and more. Get the help you need during the ever-changing reality that we’re facing. Visit Morneau-Shepell’s Toolkit for individuals to learn more.
For the fastest processing, your plan may allow you to go online and use GRS Access for things like address changes, investment allocation instructions, payroll changes, online banking for contributions and electronic fund transfers for all cash withdrawals.
If you’ve not checked out the new GRS AccessOpens a new website in a new window, to register and explore the benefits of the new site. While you’re there, check out the page to help you understand what’s happening in the marketOpens a new website in a new window.
In these rapidly changing and stressful times, we want you to you know we're thinking of you, we're here for you and we're working to serve you. Canada Life's Workplace Strategies for Mental Health website is available to you, and provides free tools and information to help support your mental health and safety.
As well, Dialogue has a free tool called Chloe that’s available to all Canadians to answer questions about COVID-19.
Free professional credit counselling
If you’re experiencing financial stress or need some financial tips and resources, speak with a certified credit counsellor over the phone. The Credit Counselling Society is a non-profit service available to help you manage your expenses during challenging times. You’ll get confidential one-on-one financial coaching. In addition, their debt management program is now free for Canada Life members until June 30, 2020. If you’re in Quebec or the Atlantic provinces, contact Credit Counselling Services of Atlantic Canada.
There is no change to our current process for new requests for prior authorization and a Request for Information form must be completed and submitted for review.
If a drug for which you have prior authorization or provincial approval is up for renewal between March 26, 2020 and July 31, 2020, log into GroupNet for plan membersOpens a new website in a new window for more information.
Update on claims and coverage for COVID-19 (March 16, 2020)
Support for you during COVID-19Opens a new website in a new window (April 20, 2020)
COVID-19 updateOpens a new website in a new window | (Dec. 4, 2020)
Your savings and retirement
During these times of physical distancing you can still get the expertise an advisor offers online and over the phone. In most cases, you won’t need to meet with any medical professionals, and for most of our insurance products you can use SimpleProtectTM to sign your digital application on your own device. We’ll contact you by phone or online to collect any other required information, if needed.
We understand COVID-19 has had a huge financial impact on people and their ability to pay premiums. We can work with you to find different options that meet your personal circumstances, including flexibility within your policy.
We’re here to support you though claim process:
Life insurance claims
Claims where cause of death is related to COVID-19 are fully covered as long as all questions within the application have been answered accurately, including questions related to recent travel history and current health, there is no exclusion on the policy and no change in insurability before policy delivery.
Contact your advisor or call us at 1-888-252-1847.
Critical illness insurance claims
You’re provided a lump-sum payment for specific medical conditions as defined in your policy, such as cancer, heart attack and stroke. COVID-19 is not currently a covered condition and wouldn’t be eligible for a benefit payout.
Contact your advisor or call us at 1-888-252-1847.
Disability insurance claims
You may be eligible for some benefits if you test positive for COVID-19 and your symptoms prevent you from working beyond your disability or overhead expense insurance policy’s waiting period. Any days spent in quarantine prior to the positive test (up to a maximum of 14 days) will be included in your waiting period. There are some disability benefits that aren’t eligible due to COVID-19. Be sure to check your policy or speak with your advisor.
Contact your advisor or call us at 1-888-252-1847.
With the global COVID-19 outbreak, clients who are directly affected and may have difficulty making their payments could be eligible for special measures. We’re asking any affected clients to contact Solutions Banking directly to work out solutions, on a case-by-case basis, depending on their personal situation.
Contact Solutions Banking at 1-866-888-1379, Monday to Friday from 7 a.m. to 10 p.m. (ET) or weekends from 8 a.m. to 8 p.m.
With the global COVID-19 outbreak, clients who are directly affected and may have difficulty making their payments could be eligible for special measures. We’re asking any affected clients to contact National Bank directly to work out solutions, on a case-by-case basis, depending on their personal situation.
Contact National Bank at 1-866-444-1379, Monday to Friday from 7 a.m. to 10 p.m. (ET) or weekends from 8 a.m. to 8 p.m.
Clients impacted by COVID-19 who applied and qualified for a mortgage payment deferral on their Canada Life mortgage on or before Sept. 30, 2020 will receive a one-time credit to offset the interest charged on their deferred payments on Dec. 15, 2020.
For more information, contact the Mortgage Client call centre at 1-888-893-8383, Monday to Friday, 8:00 a.m. to 8:00 p.m. (ET).
We’re taking the situation seriously, and our Incident Management Team is actively monitoring the outbreak through our global threat monitoring system and government agencies, including the World Health Organization and Public Health Agency of Canada.
We communicate regularly with employees to remind them to remain vigilant, practice good hygiene, and immediately seek medical attention should they exhibit any symptoms of the novel coronavirus.
Our goal is to continue to provide a safe workplace for our employees, and to continue to serve our customers without interruption.
To support this goal, we’ve:
- Eliminated non-essential business travel, both domestic and international, with no travel to and from risk zones.
- Cancelled all large meetings and events until the end of June, including conferences.
- Enacted a 14-day self-quarantine in cases of illness, personal travel outside Canada, or contact with someone who recently travelled outside Canada, and are exhibiting symptoms.
- Increased cleaning in all offices and limiting in-person meetings, including visitors to our offices, and asking those who are ill to remain home.
We have a plan for this, too. Many employees can work from home, and employees from other locations can fill in as needed if a particular office is affected. Meetings and business can be conducted with teleconferencing and videoconferencing.
Please visit trusted sources for the most accurate, up-to-date information and advice on COVID-19. Trusted sources include:
- The World Health OrganizationOpens a new website in a new window
- The Public Health Agency of CanadaOpens a new website in a new window
- Your healthcare provider
Additional resources can be found through the following links:
- Outbreak updateOpens a new website in a new window
- Symptoms and treatmentOpens a new website in a new window
- Prevention and risksOpens a new website in a new window
- Being preparedOpens a new website in a new window
- For health professionalsOpens a new website in a new window
- Canada’s responseOpens a new website in a new window
- Travel adviceOpens a new website in a new window
- Awareness resourcesOpens a new website in a new window
- Guidance documentsOpens a new website in a new window
None of the information made available on this site should take the place of, or be a substitute for, medical advice or official guidance and/or direction issued by your public health authorities or local government. We encourage you to visit the World Health Organization website and your local government health authority websites for the most up-to-date and reliable information about the status of the coronavirus in your region.