Important message on MSH International
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Cyber incident at MSH International
On February 9, 2024, the Treasury Board of Canada Secretariat (TBS) was made aware of a confirmed cyber incident on MSH International’s systems. MSH is the sub‑contractor to Canada Life that provides emergency travel and comprehensive coverage services to members of the Public Service Health Care Plan (PSHCP) who are posted abroad or travelling.
Upon discovering the incident, Canada Life informed the government on behalf of MSH. To protect its network and data, MSH promptly turned off its services and has retained an external cyber incident response firm to help with safe and prompt service restoration.
At this time, MSH reports they are unable to process PSHCP claims and members cannot log into the MSH Member Portal, but they can still reach the MSH contact centre by phone.
For emergency out-of-country service, members are still able to reach the MSH contact centre (canadalife.com) by phone within North America (toll-free) at 1-833-774-2700 or for international calls (collect) at 1-365-337-7427.
If a member requires a proof of coverage letter, they can contact Canada Life (canadalife.com) within North America (toll-free) at 1-855-415-4414 or for international calls (collect) at 1-431-489-4064.
MSH and Canada Life are working diligently to investigate the scope of this incident.
How to file a claim
To file a claim during this time, you can download and print a paper claim form from the Your Forms page (canadalife.com) of the PSHCP Member Services website. For full details on claim submission: MSH International (canadalife.com).
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