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Our priority is improving our service for you

May 14, 2024

In our previous update to you, we listed greater transparency as one of the most important pillars of our MSH Customer Service Action Plan. We recognize there are areas where we need to improve, and as we address them and make progress, we would like to keep you updated on the actions we are taking.

It is with our commitment to transparency that we are pleased to share an updated MSH Service Dashboard. In addition to posting the average claims processing time, we are now also posting the average expected contact centre wait times for both Emergency Travel Assistance and Comprehensive Coverage calls. The dashboard will be updated weekly to ensure the most recent information on the experience is being provided to you.

Another milestone we are pleased to announce is that MSH has launched enhancements to the MSH PSHCP Member Portal. The portal now has a fresh online experience. Some of its new features include:

  • An improved online portal registration and log-in page to make creating and logging into your account easier and faster
  • Online viewing of your claims history and explanation of benefits (EOB) statements

With these enhancements to the portal, we are seeing improvements with call wait times as your claims history is now at your fingertips.

We acknowledge it may take some time for PSHCP members to feel the benefits of our improvements. We are prioritizing adding contact centre agents and claims processors to our teams every day to better our response times and your overall member experience. We are monitoring our progress and will adjust our Customer Service Action Plan to ensure backlogs and wait times continue to decrease.

If you have any questions about our Customer Service Action Plan, check out our previous update and Frequently Asked Questions (FAQ) for more information. 

Thank you for your patience and understanding as we make necessary changes to improve your experience. 

Sincerely,

MSH International 

At MSH International (MSH), we are dedicated to ensuring you have reliable access to your health benefits when you need them.  

March 13, 2024

Since the Public Service Health Care Plan (PSHCP) Emergency Travel Assistance Services and Comprehensive Coverage transitioned to MSH, the member experience has not met the expected level of service for which we strive. We want to assure you that we are committed to getting things right.

When the PSHCP transitioned to MSH on July 1, 2023, a significant number of claims needed immediate attention. This created a backlog of claims to process which was then further increased by the cyber incident from earlier this year. Please rest assured, we are working hard to improve claims processing times for you. 

To help accelerate improvements to your plan member experience, we have implemented a Customer Service Action Plan that focuses on 3 core priorities:  

  • Reduce contact centre wait times
  • Improve claims processing times 
  • Establish a process to ensure urgent cases are escalated appropriately  

What you can expect from us 
As part of our Customer Service Action Plan, you can count on: 

  • Shorter contact centre wait times: We are adding more agents to the contact centre every day, and wait times are reducing. The average wait for urgent or emergency calls is 5 minutes and we are working to reduce the average for non-emergency calls. With ongoing recruitment, we expect further improved response times in the coming weeks.  
  • Faster claims processing times:  While we have already processed more than 17,000 member claims, we are rapidly adding more claims processors to both reduce the claim backlog and improve the turnaround time for new submissions.   
  • Escalated urgent and priority cases: Some situations require immediate attention. We have leveraged Canada Life’s Urgent needs escalation process to help ensure urgent claims and issues are quickly identified and prioritized by our teams.   
    • 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 hardship related to your claim, this escalation process will ensure your claim is handled as a priority. Only claims that have already been submitted to MSH International (MSH) can be escalated.
    • If you are experiencing a medical emergency, you can call our contact entre within North America (toll-free) at 1-833-774-2700 or (collect) at 1-365-337-7427 for international calls. Press ‘1’ for your call to be immediately routed to an agent. Please do not use this option if your call is not urgent or an emergency.  
  • Greater transparency: We have added an MSH Service Dashboard to provide you with the average contact centre and claim processing wait times and we have posted a Frequently Asked Questions (FAQ) section that provides you with more information. We will keep them both updated as wait times continue to improve. 
  • Enhanced member portal experience: An improved MSH PSHCP Member Portal is coming soon. We are working on enhancements that will provide you with a simplified registration page and the ability to view your MSH claims history, claims status and explanation of benefits (EOB) statements online. If you have not created an account yet, we recommend you do so to take advantage of the updated digital experience and checking claims status.     

Committed to you  
At MSH, we are committed to ensuring that you have reliable access to your health benefits whether you live and work outside of Canada or are travelling.  We have more work to do and we will continue to implement our Customer Service Action Plan to improve our services for you.   

Thank you for your continued patience and understanding.  

Public Service Health Care Plan (PSHCP) members with Supplementary Coverage who have eligible Out-of-Province Emergency Benefit claims and members with Comprehensive Coverage who are living outside of Canada and have eligible out-of-country claims can submit their claims on the MSH PSHCP Member Portal or by mail. 

To submit a claim online, visit the MSH PSHCP Member Portal. Download and complete either the Comprehensive Claims Incurred Outside of Canada Claim Form (M7517) or the Emergency Benefit While Travelling Claim Form (M7519) in full and follow the prompts in the Submit Claim section of your account. See question #2 on how to create an account. Be sure to attach receipts for all the services you have received.   

To submit a claim by mail, download either the Comprehensive Claims Incurred Outside of Canada Claim Form (M7517) or the Emergency Benefit While Travelling Claim Form (M7519) from the MSH PSHCP Member Portal, or call us to request a form by mail. Complete the form and attach copies of all the receipts for the services you received then mail them to: 
 
MSH International – PSHCP  
PO Box 4903 Stn A 
Toronto ON M5W OB1  

To create an account: 

  1. Go to the MSH PSHCP Member Portal  and select Login. 
  2. Select Register here. 
  3. Enter the exact email address, plan number, certificate number, last name and date of birth you used during positive enrolment with Canada Life.  
  4. Create and confirm a password and select and enter a security question. A verification email will be sent to you within 5 minutes. 
  5. Verify your account by clicking on the link in the verification email and entering the verification code provided. (Note that the code expires after 30 minutes. If it expires, you will need to repeat the process to get a new code). 
     

An improved MSH PSHCP Member Portal is coming soon. We are working on enhancements that will provide you with a simplified registration page and the ability to view your MSH claims history, claims status and explanation of benefits (EOB) statements online. If you have not created an account yet, we recommend you do so to take advantage of the updated digital experience and checking claims status.  

Please note that you cannot change any of your positive enrolment information, including your email address, through the MSH PSHCP Member Portal. To update your positive enrolment information, sign in to your PSHCP Member Services account through My Canada Life at WorkTM and go to the Your Profile tab and select Personal Information.  

MSH is adding agents to the contact centre every day to serve you as quickly as possible. If your call is urgent or an emergency, please press 1. Urgent and emergency calls have an average wait time of 5 minutes. Please do not use this option if your call is not urgent or an emergency as this will further delay wait times. 

Some situations require immediate attention. We have leveraged Canada Life’s Urgent needs escalation process to help ensure urgent cases are quickly identified and prioritized by our teams. 

If your claim is for an urgent, life-sustaining prescription drug, service or treatment, or you are experiencing financial hardship related to your claim, this escalation process will ensure your claim is handled as a priority. Only claims that have already been submitted to MSH International (MSH) can be escalated.    

If you have an inquiry about your health benefits, please see the PSHCP Directive or the PSHCP Member booklet at-a-glance on the Your plan page of the PSHCP Member Services website. 

Thank you for your continued patience and understanding. As part of our Customer Service Action Plan, more contact centre agents are recruited and trained every day, and wait times continue to reduce. We expect even better response times in the coming weeks. Please view our MSH Service Dashboard for weekly updates on contact centre and claim wait times. 

If you are experiencing a medical emergency, you can call our Contact Centre within North America (toll-free) at 1-833-774-2700 or for international calls (collect) at 1-365-337-7427. Press ‘1’ for your call to be immediately routed to an agent. Please do not use this option if you are not experiencing a medical emergency.   

No, we thank you for not re-submitting your claim. Duplicate requests could further delay claims processing times.   
 
When the PSHCP transitioned July 1, 2023, a significant number of claims needed immediate attention by MSH. This created a backlog of claims to process, which was then further increased by the cyber incident we experienced earlier this year. We are continuously working to improve claims processing times for you and greatly appreciate your patience and understanding.  
 
We have implemented a Customer Service Action Plan that focuses on our top priorities, including improving service times. Please view our MSH Service Dashboard for weekly updates on contact centre and claims processing wait times. 

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 hardship related to your claim, please follow the Urgent needs escalation process. 

To find out the status of your claim, you must speak to an MSH contact centre agent. However, at this time, we ask that you please not call the MSH contact centre to check the status of your claim unless it is regarding an urgent, life-sustaining prescription drug, service or treatment, or you are experiencing financial hardship related to your claim.   

We have implemented a Customer Service Action Plan that focuses on our top priorities to improve your experience, including reducing claim processing times. To learn more about our strategy, please read our recent update to members. 

Please do not re-submit your claim. Duplicate requests could further delay claims processing times.    

To see our contact centre and claims processing wait times in real-time, check out our MSH Service Dashboard for weekly updates. 

Your coverage has not changed. MSH provides you with complete access to your Emergency Travelling Assistance Services and Comprehensive Coverage. Services that you may need while travelling remain available.