Contact information for the group insurance benefit plans

From: Treasury Board of Canada Secretariat

Great-West Life is now Canada Life

Your Public Service Dental Care Plan administrator, Great-West Life, is now Canada Life. Though you may continue to see references to Great-West life during this transition, how you access your plan and what your plan does for you stays the same.

Sun Life Financial

Sun Life is the administrator of the Pensioners’ Dental Services Plan (PDSP) and the Public Service Disability Insurance (DI) Plan. Each Plan is completely separate and has different contact information, even though they are administered by the same company.

For contact information for:

Pensioners’ Dental Services Plan

You can contact the Sun Life Call Centre open Monday to Friday, 6:30am to 8:00 pm Eastern Standard Time.

Telephone

Toll free in North America: 1-888-757-7427

In the National Capital Region: 613-247-5100

Online

You can access your personal Pensioners’ Dental Services Plan (PDSP) account online through the PDSP Member Services website. An access ID and password ae required. Register at PDSP Member Services.

Your online account allows you to:

  • sign up for direct deposit and paperless Explanation of Benefits (i.e. claim statement)
  • obtain coverage information
  • download and print personalized claim forms
  • view the status of claims and print details of past claims
  • determine eligibility for the next oral exam
  • view and elect for paperless PDSP Communiqués with email notification

Mail

Your dentist can submit your claim electronically to Sun Life. If your dentist does not submit the claim electronically on your behalf you can submit your claim electronically through the PDSP Member Services website and click on the “Submit a Claim” button.

If you are submitting a paper claim, a completed PDSP Claim Form (PDF, 566 KB) should be mailed to Sun Life at the address below.

Sun Life Assurance Company of Canada
Dental Claims Office
PO Box 6159 STN CV
Montreal QC
H3C 3A7
Canada

Appeals

If you do not agree with how your PDSP claim was processed, you can submit an appeal by mail to the address below.

The Pensioners’ Dental Services Plan
c/o Treasury Board of Canada Secretariat
Insurance Benefits Programs Group
219 Laurier Ave W
8th Floor, #8052
Ottawa, Ontario
K1P 5J6

Disability Insurance (DI) Plan

Telephone

You can contact Sun Life Monday to Friday, 8am to 8pm Eastern Standard Time.

Toll free: 1-800-361-5875

Online

You can access the Disability Insurance (DI) claim forms, information to assist with the application process and additional resources on the Sun Life DI website.

Completed claims packages can be emailed or faxed to Sun Life.

Email

disabilityclaims@sunlife.com

Fax

Toll free fax: 1-866-639-7849

Mail

Montreal Group Disability Management Office
Federal Government Disability Plan
Sun Life Financial
PO Box 12500, Station CV
Montreal QC
H3C 5T6
Canada

Appeals

For information on appeals for the DI Plan, refer to the Member Booklet under “Can I appeal the decision of the Insurer?”

Canada Life

Canada Life (formally Great-West Life) is the administrator of the Public Service Health Care Plan (PSHCP)and the Public Service Dental Care Plan (PSDCP).

For contact information for:

The Public Service Health Care Plan (PSHCP)

Canada Life is the administrator of the PSHCP and processes your Supplementary coverage claims, including non-emergency out-of-province and out-of-country claims.

MSH International processes Comprehensive coverage claims and out-of-province, out-of-country Emergency Benefits claims for Supplementary coverage members.

Telephone

Canada Life PSHCP Member Contact Centre:

Toll free within Canada and the continental United States: 1-855-415-4414

  • Monday to Friday: 8:00 am to 5:00 pm caller’s local time

Collect calls outside of Canada and the continental United States: 1-431-489-4064

  • Monday to Friday: 9:00 am to 5:00 pm caller’s local time

MSH International PSHCP Emergency Travel Assistance Services and Comprehensive Coverage Contact Centre:

If you experience an emergency while travelling and require assistance or if you have an enquiry about Comprehensive coverage benefits, contact MSH International. They are open 24 hours a day/7 days a week.

MSH International:

  • North America: 1-833-774-2700 (toll-free)
  • International: 1-365-337-7427 (collect)

Online

Canada Life PSHCP Member Services website:

MSH PSHCP Member Portal:

  • Members with Comprehensive coverage or out-of-province Emergency Benefit claims can create an account on the MSH PSHCP Member Portal and submit their claims online. Emails received from MSH in response to claim submissions are encrypted and will have the subject line "Proofpoint - MSH INTERNATIONAL on behalf of PSHCP Claims”.
    • Note: All members are required to complete positive enrolment either online on Canada Life’s PSHCP Member Services website or by paper before they can access their out-of-province Emergency Benefits coverage and Comprehensive coverage benefits through the MSH PSHCP Member Portal.

Mail

Supplementary coverage claims (Canadian residents)

Employees living in Canada should mail all Paper claims, including non-emergency out-of-province or out-of-country claims, to Canada Life, to one of the following mailing addresses:

  • For Canadian residents except residents of Quebec:

    Winnipeg Benefit Payments
    PO Box 99451 Station Main
    Winnipeg MB
    Canada
    R3C 1E6

  • For Quebec residents, other than the National Capital Region:

    Montreal Benefit Payments
    Place Bonaventure
    800 de la Gauchetière Street West
    Suite 5800
    Montreal QC
    Canada
    H5A 1B9

Comprehensive coverage claims (employees residing outside of Canada) and eligible out-of-province Emergency Benefit claims:

MSH International (Canada) Ltd
PO Box 4903 STN A
Toronto, ON, Canada, M5W 0B1

Paper positive enrolment:

  • All paper positive enrolment forms can be mailed to the following address:

    Canada Life
    PSHCP Positive Enrolment
    PO Box 6000 Stn Main
    Winnipeg, MB, R3C 3A5

Email

MSH International:

To contact MSH International by email, please refer to the list of email addresses below.

Department Email Address
Claims claim@pshcp-msh.ca
Assistance assist@pshcp-msh.ca
Accounting payments@pshcp-msh.ca
Audit auditverification@pshcp-msh.ca
Confidential tip-line clues@pshcp-msh.ca

Note: There is currently no mobile application for the PSHCP through Canada Life.

Appeals

If you do not agree with how your PSHCP claim was processed, you can submit an appeal to the PSHCP Administration Authority by mail.

PSHCP Administration Authority
PO Box 2245, Station D
Ottawa ON
K1P 5W4
Canada

PSHCP members may also visit the PSHCP Administration Authority website for information.

The Public Service Dental Care Plan (PSDCP)

Telephone

Toll free within Canada and the continental United States: 1-855-415-4414

  • Monday to Friday: 8:00 am to 8:00 pm Eastern Standard Time

Collect calls Outside of Canada and the continental United States: 204-946-1190

  • Monday to Friday: 9:00 am to 5:00 pm Eastern Standard Time

TTY – For the Deaf or Hard of Hearing: 1-800-990-6654 or Winnipeg (204) 946-7281

Online

You can access your personal Public Service Dental Care Plan account online through the Canada Life website. An access ID and password are required. Register at Canada Life.

Your online account allows you to:

  • submit claims electronically
  • sign up for direct deposit and paperless Explanation of Benefits
  • obtain coverage information, including balances
  • download and print personalized claim forms
  • download and print the PSDCP benefit card
  • view the status of dental claims
  • view and print details of past claims
  • verify eligibility for the next dental examination

Mail

All paper claims should be mailed to Canada Life, to one of the following mailing addresses.

  • For Canadian residents except residents of Quebec:

    Winnipeg Benefit Payments
    PO Box 99451 Station Main
    Winnipeg MB
    Canada
    R3C 1E6

  • For Quebec residents, other than the National Capital Region:

    Montreal Benefit Payments
    Place Bonaventure
    800 de la Gauchetière Street West
    Suite 5800
    Montreal QC
    Canada
    H5A 1B9

  • For employees residing outside Canada:

    Canada Life Health & Dental Benefits
    Foreign Benefit Payments
    P.O. Box 6000
    Winnipeg MB
    Canada
    R3C 3A5

Appeals

If you do not agree with how your Public Service Dental Care Plan claim was processed, you can always resubmit your claim and ask Canada Life to review the claim internally. If, after asking Canada Life to review, the issue cannot be resolved, you may refer the issue to the Board of Management responsible for your component at the address indicated below.

When referring the matter to the relevant Board of Management, you, or through your Compensation Services in your department or your bargaining agent, must provide all the facts of the case. Make sure to include the details related to your appeal, your plan number, your ID number, and your coordinates and send your appeal to the appropriate address below.

If you are represented by the Public Service Alliance of Canada (PSAC):

Board of Management
Dental Care Plan (PSAC) Component
219 Laurier Ave West
8th floor, Suite 8052
Ottawa, Ontario
K1A 0R5

If you are a member of the Canadian Armed Forces or the Reserves:

Canadian Armed Forces Dental Care Plan Board
Director General Compensation and Benefits
Directorate of Pensions and Social Programs
MGen George R. Pearkes Building
101 Colonel By Drive
Ottawa, Ontario
K1A 0K2

If you are a member of the RCMP:

RCMP Dental Care Plan Board of Management
National Compensation Services: Insurance
73 Leikin Drive, M5-4-101
Mail stop 31
Ottawa, Ontario
K1A 0R2

For all other members:

Board of Management
Dental Care Plan (NJC)
P.O. Box 1525, Station B
240 Sparks Street West
7th floor
Ottawa, Ontario
K1P 5V2

Industrial Alliance

Industrial Alliance is the administrator of the Public Service Management Insurance Plan (PSMIP)

Telephone

You can contact Industrial Alliance Monday to Friday, 8am to 5pm Eastern Standard Time.

Dedicated line for PSMIP: 1-800-830-1255

Industrial Alliance general line: 1-877-422-6487

Online

You can access the PSMIP - Long-Term Disability (LTD) claim package, information to assist with the application process and additional resources on the Industrial Alliance PSMIP-LTD website.

Completed claim packages can be emailed, faxed or mailed to Industrial Alliance.

Email

disabilityclaims@ia.ca

Fax

Toll-free fax: 1-877-781-1583

Mail

Industrial Alliance Insurance and Financial Services Inc.
Group Life and Disability Claims Department (PSMIP)
522 University Avenue
Toronto, Ontario
M5G 1Y7

Appeals

For information on PSMIP appeals, refer to the Member Booklet under “Can I appeal the decision of the Insurer?

Pay Centre

Contact the public service Pay Centre.

Pension Centre

Contact the Pension Centre.

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