Steps to Ensure Your Coverage Works Smoothly
Q: What should I do if my Benefits Card is not accepted at the pharmacy?
A: If your Benefits Card is declined, call Canada Life at 1-855-729-1839 to find out why. In the meantime, pay for the prescription, keep the original receipt, and submit a claim manually—either by mail or through My Canada Life at Work or the Canada Life mobile app.
Tom’s friend Jamie recently went to the pharmacy to pick up a prescription, only to find that her Benefits Card was unexpectedly rejected. Frustrated and unsure what to do next, she reached out to Tom for advice.
Tom, always ready to help, reassured her. “It happens sometimes, but don’t worry—there’s a simple workaround,” he said. “First, call Canada Life at 1-855-729-1839 to find out why the card didn’t work. It might be something simple, like a billing code or an update needed on their end.”
He also explained that if the card can’t be used at the time of purchase, she could still pay out of pocket and submit the claim manually. He advised Jamie to keep her receipt and either fill out a paper claim form or submit it online through My Canada Life at Work or the Canada Life mobile app for faster processing.
Jamie felt relieved, knowing there was a backup plan and someone she could call for answers. For Tom, it was another reminder of how even small moments of guidance can help fellow members feel more confident and cared for.