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Following a tumultuous transition in 2023, Canada Life is optimistic that past experiences will facilitate a seamless switch to its newly awarded dental plans.
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Published Oct 31, 2024 • Last updated 8 hours ago • 3 minute read
The federal government has entered into a 14-year contract with Canada Life, entrusting the management of dental plans for both active and retired public servants. Photo by Jean Levac /POSTMEDIA
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In light of the complications witnessed during the recent healthcare plan transition for public servants, Canada Life is asserting that it has gleaned essential insights to improve the upcoming dental plan administration. However, as the insurer prepares to take over the management of the government’s dental coverage for retirees on Friday, skepticism remains among some beneficiaries regarding the efficacy of this new transition.
Nikos Christodoulou, a retired federal employee residing in Ottawa, voiced his apprehension about potential issues that retirees might encounter with the switch. “I trust neither (Canada Life) nor the government,” he lamented, reflecting a widespread sentiment of distrust stemming from previous experiences. He recounted difficulties accessing his health coverage, leading him to say, “I guess time will tell what service we will be getting.”
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The federal government has awarded Canada Life a substantial 14-year contract for the administration of its dental plans, encompassing both current employees and retirees. As of November 1, the transition will see pensioners moving from Sun Life to Canada Life, with approximately 550,000 members and dependants affected by this change.
Last year, many public servants faced significant hurdles when attempting to access benefits and secure reimbursements after a similar switch from Sun Life to Canada Life for their healthcare plan. This chaotic transition left public servants reeling and uncertain about the reliability of both Canada Life and the federal government moving forward.
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Rola Salem, a spokesperson for the Treasury Board of Canada Secretariat, assured that the government would be vigilant throughout the transition process. “We will closely monitor the transition and work with Canada Life to quickly address any issues that may arise,” she confirmed. Salem noted that both the federal government and Canada Life are keen to apply lessons from past experiences to ensure an improved experience for Public Service Dental Plan members, highlighting plans to increase call center staffing and enhance communication with beneficiaries regarding forthcoming changes.
Canada Life has disclosed its preparation efforts to facilitate a smooth transition. Following the overwhelming volume of calls—28,000 daily—received during the healthcare plan transition in July 2023, the company has ramped up its capacity. Now, it is equipped to manage five times the expected call volume, with additional staff trained to assist if necessary. Moreover, a new online portal will provide dentists with direct tools to support members more effectively.
“Canada Life is focused on ensuring a smooth transition of the Public Service Dental Plan for public servants and pensioners,” stated Canada Life spokesperson Leezann Freed-Lobchuk. “To support this transition, we’ve applied lessons learned from the Public Service Health Care plan, including proactively enrolling nearly all members to ensure a continuity of dental care benefits.”
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As part of the new contract, the government is instituting several changes to active employees’ dental benefits, including an increased reimbursement maximum of $3,000 per year effective January 2025. However, pensioners will not experience any alterations to their existing plans.
Nevertheless, Christodoulou continues to express concern that the upcoming switchover might negatively affect his coverage. He highlighted his previous troubles tied to the government’s mandatory generic drug substitution that previously disrupted his health plan experience. “I never had any problems whatsoever with Sun Life,” he remarked, emphasizing his wariness toward Canada Life based on past interactions.
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**Interview with Leezann Freed-Lobchuk, Canada Life Spokesperson**
**Editor:** Thank you for joining us, Leezann. With the transition to the new dental plans for public servants and retirees set to begin shortly, what measures has Canada Life taken to ensure a smooth transition after the challenges faced during the healthcare plan switch last year?
**Leezann Freed-Lobchuk:** Thank you for having me. We’ve taken the lessons learned from the recent healthcare plan transition very seriously. One of the key changes is that we’ve significantly increased our call center staffing and our capacity to handle incoming inquiries. We expect to manage five times the call volume we encountered last time, which was an astonishing 28,000 calls per day. This preparation ensures that we can provide timely assistance to our members.
**Editor:** That’s great to hear. However, some beneficiaries remain skeptical about this new transition. For example, a retired public servant from Ottawa expressed distrust towards both Canada Life and the government, citing difficulties he’d experienced in the past. How do you plan to address these concerns?
**Leezann Freed-Lobchuk:** We understand that skepticism can arise from past experiences, and that’s why we’re making improvements in communication and support. Beyond staffing, we’re also enhancing our online portal to give dentists the tools they need to assist members more effectively. Proactive enrollment of nearly all members has been implemented to ensure continuity in dental care benefits, which should alleviate some concerns.
**Editor:** In addition to managing the transition, there are also changes being made to dental benefits for active employees. Can you elaborate on those and how they will impact members?
**Leezann Freed-Lobchuk:** Absolutely. One of the significant changes is an increased reimbursement maximum of $3,000 per year for active employees starting in January. This change is designed to provide more comprehensive coverage and support for our members’ dental care needs. We believe these changes will enhance the overall experience for everyone involved.
**Editor:** Thank you for those insights, Leezann. As this transition unfolds, what is the primary message you would like to share with the public servants and retirees who are affected by these changes?
**Leezann Freed-Lobchuk:** Our primary message is one of commitment. Canada Life is dedicated to ensuring a seamless transition and improved experience for all Public Service Dental Plan members. We are here to support everyone through this change and are implementing every possible measure to make this transition as smooth as possible.
**Editor:** Thank you for your time today, Leezann. We look forward to seeing how this transition progresses.
**Leezann Freed-Lobchuk:** Thank you for having me. I appreciate the opportunity to share our plans and reassure our members.
