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In the event of a national postal disruption, Canada Life is prepared to help lessen the impact and continue to serve our customers. What you need to know

The Great-West Life Assurance Company, London Life Insurance Company and The Canada Life Assurance Company have become one company – The Canada Life Assurance Company. Discover the new Canada Life

The Great-West Life Assurance Company, London Life Insurance Company and The Canada Life Assurance Company have become one company – The Canada Life Assurance Company. Discover the new Canada Life

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Freedom 55 Financial is a division of The Canada Life Assurance Company and the information you requested can be found here.

How Canada Life processes health-care spending account claims

Key takeaways

  • If you have a health-care spending account, you can make a claim for expenses.
  • There's an appeal process if your claim isn’t approved.

How to submit a health-care spending account claim

Once a health care service has been provided, the expense can be submitted under your health and dental plan for reimbursement.

And, if you have a health-care spending account (HCSA), you can also submit any expenses not covered by your plan.

Claims can be submitted by either:

What are the submission timelines?

For most HCSAs, you must submit the claim within 31 days after the end of the prior plan year. The quickest way to check how long you have is to sign in to the healthcare spending account coverage and balance section of mycanadalifeatwork.com. Or you can refer to your booklet or ask your plan administrator.

My form is complete. Now what?

Once all information for your claim is received, we’ll adjudicate your claim.

If there’s any missing information required to assess your claim, we’ll contact you through My Canada Life at Work or by mail.

You can respond to any missing details for your claims online by signing in to My Canada Life at Work and going to the contact us section.

When will a decision be made about my claim?

A decision will be made 7 calendar days from the date we receive all necessary information.

Please note: This timeline is intended for standard plans only. Actual timelines might vary based on plan design and claim complexity. Missing information or incomplete applications for benefits may impact processing timelines. We may need to extend the timeline if additional review is needed.

How will I find out if my claim has been accepted?

We’ll provide you a response either electronically or by a letter in the mail, depending on your communication preferences.

How to appeal a decision

Appeal level 1

  • Details – Prior to submitting an appeal please refer to the Canada Revenue Agency (CRA) to ensure the claim is eligible as per the medical expense tax credit definition. You can appeal by resubmitting the claim and indicating it is an appeal. Please tell us why you disagree with our assessment.
  • Timeline – Canada Life aims to process all appeals within 7 calendar days of receipt.
  • Communication – If the appeal is accepted, we'll provide you a response either electronically or by mail, depending on your communication preferences. If the appeal decision is maintained, we'll respond by sending a detailed letter with an explanation for the decision.

Appeal level 2

  • Details – If you aren’t satisfied with the first appeal decision you may send us in writing all claims details with any additional information we may not already have for review.
  • Timeline – Appeals will be reviewed within 10 calendar days.
  • Communication – We'll respond by sending a detailed letter with an explanation for the decision.

Complaints

After Appeal level 2, you can ask to have your concerns escalated further. This would flow into our customer complaint process

What’s next?

This information is general in nature, and is intended for informational purposes only. For specific situations you should consult the appropriate legal, accounting or tax advisor.

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