High call volumes at Canada Life

Good day,

As communicated earlier this year, Canada Life became the administrator of the Public Service Health Care Plan (PSHCP) 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. The Government of Canada has been working with Canada Life for more than a year on this transition.

As Canada Life works to complete the enrollment process for the remaining public servants and retirees who are not yet in the system, their call centre has been experiencing high call volumes. If you need to call Canada Life and your inquiry is not urgent, please consider waiting to contact them in a few weeks, so that those with urgent needs can get in touch with Canada Life quickly.

The Government of Canada is working with Canada Life to improve members’ experiences through this large-scale transition and Canada Life is taking immediate steps to reduce call centre wait times. This includes increasing the number of trained and security-cleared call centre agents. Employees can expect to see progressive improvement throughout July and beyond.

If you’ve already completed your positive enrollment, you can obtain your new plan number at Your benefit card and plan number (canadalife.com). This is needed to send in a claim. Your Certificate number remains the same as it was with Sun Life. Your certificate number can also be found through the MyGCPay platform.

Thank you for your patience. For more information on the PSHCP, please visit Public Service Health Care Plan - Canada.ca

Réa McKay

Vice President, Human Resources and Employee Wellness

Reminder to managers: In keeping with Parks Canada's procedures for communications with employees, managers are responsible for ensuring all employees under their responsibility receive the information intended for them. It is important that you find a means to transmit this message and, if any, the attachment(s) to employees without access to Parks Canada e-mail or the intranet, e.g., by posting it, circulating a paper copy or by any other appropriate means.