Change to Public Service Healthcare Plan (PSHCP) provider and transition issues
As the result of a competitive procurement process that began in 2018, Canada Life was awarded the contract to administer the PSHCP and began processing PSHCP claims on July 1, 2023.
The transition of the largest health care plan in Canada from Sun Life to Canada Life is a big undertaking, affecting 1.7 million federal public service employees, federal retirees and their eligible dependants. Canada Life began asking plan members to complete their positive enrolment in March 2023 to help ensure as smooth a transition as possible. As of end of day June 30, 94% of employees and 75% of retired plan members had completed positive enrolment.
The Government of Canada is working with Canada Life to transition the PSHCP as smoothly as possible. Canada Life is taking immediate steps to address the high volume of calls being received, including increasing the number of call centre agents and we thank members for their patience as Canada Life is working to ensure wait times to reach a Canada Life representative by phone are reasonable.
Plan members are encouraged to enrol online or by using the paper form they were sent by Canada Life; however, Canada Life has implemented an interim verbal positive enrolment consent process. Plan members can call the Canada Life Member contact centre at 1-855-415-4414 to enrol by phone.