Most outgoing mail that doesn’t contain a payment is considered non-urgent and will be delayed until after the labour disruption. This includes statements, confirmations and general correspondence. Refer to the quick reference chart below to see how we’ll handle incoming mail. We’ll keep this page updated to identify any process changes in the event of a prolonged postal disruption.

The most efficient way to make voluntary contributions is through pre-authorized contributions on My Canada Life at Work™. You can find instructions for this on My Canada Life at Work if it’s available as part of your plan.   You can also send us your documents online on My Canada Life at Work or via courier to:

London
London Canada Life Group Retirement Services
255 Dufferin Ave
London, ON N6A 4K1

Toronto
Canada Life Group Retirement Services 
S9-330 University Avenue,  
Toronto, ON M5G 1R8 

Montreal
Canada Life Group Retirement Services 
M-410-1350 Boul, Rene-Levesque West,  
Montreal, QC H3G 1T4 

Winnipeg
Canada Life Group Retirement Services 
3S-60 Osborne Street N,  
Winnipeg, MB R3C 1V3 

You’re responsible for the cost of the courier service. You can also hold non-urgent mail until postal service resumes. 

The most efficient way to receive regular income payments is by EFT. If you currently receive your income payments by cheque, you can call 1-800-724-3402 and change your payment method to EFT. 

The most efficient way to receive withdrawals is by EFT. You can call 1-800-724-3402 to provide the information needed to change to an EFT. 

The most efficient way to make lump-sum contributions is by setting up online banking contributions. You can find instructions for this on My Canada Life at Work™ if it’s available as part of your plan. 

You can also courier the cheque to us at your expense, or hold it until postal service resumes.   

Standard forms are available on My Canada Life at Work™.

You can upload your forms to My Canada Life at Work, courier them to us at your expense, or hold onto them until postal service resumes if they’re not time sensitive.

We stopped sending urgent and time-sensitive items by mail on May 16 and are not sending urgent mail by courier. beginning May 22. Most couriered mail will require a signature when received. This is to protect member privacy and ensure the correct person receives it.  Some non-urgent mail sent before a labour disruption may be held at a local postal facility if it’s still in transit when a labour disruption starts.

GRS statements won’t be sent until postal service resumes. You can always view your statements on your My Canada Life at Work account.

You can view most important information on My Canada Life at Work. You can also find a Contact us section on My Canada Life at Work, where you can submit a question and receive a response by email.

You can send this information by fax to (204) 946-8558 or email at Groupmed@canadalife.com We recommend caution when using email for personal information, as we cannot guarantee the security of email systems outside of our organization. If you’re communicating with us by email, please use our secure email service. You can read how to do that here.

You’ll be called whenever possible to take the information over the phone or to get fax or email contact information if we need to send you a questionnaire. 

There are a couple of ways you can continue to submit claims: 

• Submit your claims electronically through My Canada Life at Work and select direct deposit for your claim payments. Please note: If you’re not already registered to receive claim payments through direct deposit, there’s a 48-hour delay after setting up your information before you can submit your first claim.   
• Where available, have your provider submit the claim electronically on your behalf. The following providers – dentist, pharmacist, chiropractor, physiotherapist, massage therapist, naturopathic doctors, acupuncturists, podiatrists, physical rehabilitation therapists (Quebec only), psychologists, chiropodists (Ontario only) or optometrists may be able to submit claims for you. 
  

Yes, however you’ll be responsible for the courier charges. You can courier to the following locations: 

Regina
Regina Benefit Payment Office
1901 Scarth Street – CLP2
Regina, SK   S4P 4L4

Winnipeg
Winnipeg Benefit Payment Office
60 Osborne Street N.
Winnipeg MB  R3C 1V3

Montreal
Montreal Benefit Payment Office
1350 Boul. Rene-Levesque West
Montreal, QC H3G 1T4

London
London Benefit Payment Office
255 Dufferin Avenue
London, ON  N6A 4K1

If you’ve signed up for direct deposits, you don’t need to do anything – you’ll continue to receive your payments.  

If you’re signed up for My Canada Life at Work, but haven’t provided your banking details, sign up for direct deposit through the Profile tab. 

If you haven’t registered for My Canada Life at Work, sign up today and register for direct deposit and your claim payments will be deposited directly into your bank account.  

If you must receive claim payments via cheque, your claim payments could be delayed until postal service resumes.  

We understand everyone’s personal situation is unique. We’ll consider sending some claim payments by courier in certain circumstances. To request an exception, call 1-800-957-9777.  Most couriered mail will require a signature when received. This is to protect member privacy and ensure the correct person receives it.

As long as you provide us with any requested information, there should be no delay in processing or managing your claim. 

For a new claim you can find the process here, including a link to use our online application.   

For ongoing or new claims, you can also send us your information in a few ways: 

• Email your information by first contacting your case manager to discuss secure email options. 
• Fax your personal information to your disability case manager. 
• If there’s a disruption, drop off your information at a designated drop-off location (listed below) or disability claims offices.   
• Courier your information, for a fee. 
• Call your disability claims services office.  

Please include your full name, plan number, employee identification number and phone number with all information you send us. 

There are drop-off locations across Canada for claims or other documents. Drop-off locations are:

London
London DMSO
255 Dufferin Avenue L1104
London, ON N6A 4K1

Ottawa
1600 Scott Street
Ottawa, ON K1Y 4N7

Calgary
530 8 Ave SW
Calgary, AB T2P 3S8

Montreal
1350 Boul. Rene-Levesque West
Montreal, QC H3G 1T4

Halifax
1969 Upper Water St
Halifax, NS B3J 3R7

Newfoundland
15 Hebron Wy,
St. John's, NL A1A 0M1

Drop off at our reception/security:

Toronto
190 Simcoe St, 
Toronto, ON M5T 2W5

Toronto East- Pickering
1315 Pickering Parkway
Pickering, ON L1V 7G5

Hamilton
100 King St W
Hamilton, ON L8P 1A2

Winnipeg
60 Osborne Street N.
Winnipeg MB  R3C 1V3  

Edmonton
10110 104 St NW
Edmonton, AB T5J 1A7  

Regina
1901 Scarth St
Regina, SK S4P 4L4  

Vancouver
1075 W Georgia St
Vancouver, BC V6E 3C9  

Langley
1075 W Georgia St
Vancouver, BC V6E 3C9

Your case manager will contact you by phone with decisions and status updates, use fax where applicable, or use email with your permission. If you’re communicating with us by email, please use our secure email service. You can read how to do that here.

Your case manager or any Canada Life staff in your claims office will be pleased to address your questions.

Direct deposit is the most efficient way to receive your benefit payment. To avoid a potential delay, we recommend you set up direct deposit. There are three ways to sign up:  

By email: Please call your disability case manager to learn how you can send us a secure email. This service encrypts your personal banking information so you can send it safely online. Please don’t email us directly without using secure email. Your email won’t be encrypted and won’t be secure.  

Call us: You can also call your disability case manager to provide your direct deposit information over the phone. You will be asked a few authentication questions to confirm your identity.  

By fax: Fax a copy of your personal cheque marked VOID, or electronic bank form to the fax number of your disability claims office. You must include your: 

• Plan number
• Full name
• Employee identification number
• Phone number

If you don’t have access to a fax machine, local printing businesses, libraries or pharmacies may offer fax services for a small fee.

When we receive your information, we’ll set you up with direct deposit.  

Disability benefit cheques will be sent by courier. Most couriered mail will require a signature when received. This is to protect member privacy and ensure the correct person receives it.

To avoid a potential delay, we recommend you set up direct deposit. There are three ways to sign up:

By email: Please call your disability case manager to learn how you can send us a secure email. This service encrypts your personal banking information so you can send it safely online. Please don’t email us directly without using secure email. Your email won’t be encrypted and won’t be secure.

Call us: You can also call your disability case manager to provide your direct deposit information over the phone. You will be asked a few authentication questions to confirm your identity.

By fax: Fax a copy of your personal cheque marked VOID, or electronic bank form to the fax number of your disability claims office. You must include your: 

• Plan number
• Full name
• Employee identification number
• Phone number

If you don’t have access to a fax machine, local printing businesses, libraries or pharmacies may offer fax services for a small fee.

When we receive your information, we’ll set you up with direct deposit.

No. Disability payments are set automatically to arrive in your account on a certain day. There will be no delay as a result of a postal interruption.

Submit group life claims documents foor new claims or ongoing conrrespondence by:  

• Email to grouplifebenefits@canadalife.com. The internet is not a secure medium. If you have concerns about using email, you are encouraged to contact us by other means.   
  
• Fax the Group Life Claims Department at 204-946-8783   
• Drop off at one of the designated drop-off locations listed above  
• Send them to us via courier, at your own cost.   

• Most payments will be sent via EFT.  
• Some cheques will be sent by courier. Most mail we send by courier will require a signature. This is to protect privacy and ensure the mail is delivered to the correct person.   
• In the event EFT Is not possible and we are unable to obtain a physical address, cheques will be held until the mail disruption is over.    
  

Outgoing correspondence other than cheques will be provided by secure email, fax or verbally over the phone or held until the mail disruption is over.