Important update on MSH International

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Update on the cyber incident at MSH International

As of February 27, MSH is reporting their claims-processing systems and the MSH PSHCP Member Portal are fully restored and operational. Members can now sign into the portal and securely send an electronic claim to MSH. With systems restored, there remains a backlog of claims to process. To address this and the call centre wait times, MSH has invested in additional staff to help the demand and are working on other actions to improve the plan member experience.

An urgent needs escalation process has also been introduced. You may use this service if your claim is for an urgent, life-sustaining prescription drug, service, or treatment, you are a person with a disability, or you are experiencing financial hardships related to your claim.

What happens next?

Although the portal is restored, MSH is continuing to investigate any potential privacy impacts.  

If it is determined that a member or their dependants have been affected by the incident, they will be notified directly for help with next steps.

About the cyber incident

On February 9, 2024, the Treasury Board of Canada Secretariat confirmed a cyber incident took place 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 PSHCP who are posted abroad or travelling.

This is the first time a cyber incident of this nature has impacted PSHCP members.

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 retained an external cyber incident response firm to help with safe and prompt service restoration.

The Government of Canada continues to work closely with Canada Life to prevent, detect and manage cyber threats, and ensure the protection of privacy.

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