Green Shield Canada

I'm sorry but this benefits company is not as good as others. They take way too long and deny claims, only having to make you resubmit your request and then it still takes way too long for them to process the claim. My wife's company does it same day, if not, by the day after, and she swears the company doesn't care if you provide the receipt or not. I've been very scared and reluctant to use services without direct billing because I know I'll be out hundreds of dollars for a while before I can get it reimbursed. Very disappointed lately.

Thanks to agent Dana ID# 5569 for excellent client care. Phone was answered on first ring! Dana was very competent, helpful, and tolerant in getting me registered and answering specific questions about my coverage. Excellent first experience with GreenShield. Thank you!

Recently I was on the phone with one of Greenshield's customer service agents. Throughout this call, not only did my frustrating issue get resolved extremely fast, my agent exemplified how to treat a client professionally and with patience.

Thank you Green Shield

Carrie Ruggaber # 5126

I want to extend my thanks to Catharine #5248 for her excellent customer service. She was kind, courteous and took the time to look into and figure out and give me an update on my query. When there was a delay in receiving the details she had asked me to provide, she called me back the next day to follow up! And when I sent her the details, she called me again to confirm receipt and give me assurance that our query was in queue to be reviewed!
Now that’s the kind of service we don’t see very often.thank you Catharine, you were amazing!

Very frustrating to deal with lately and it just keeps getting worse. Do not give a reason they deny a claim even though all the right documents have been sent, no explanation whatsoever. You have to call them and when you do, you get hung up on by the automated system because apparently they are experiencing too many calls.
They make changes to process you submit claims without notification.
This is the first review I ever have to write and this goes to show how frustrating this has been. Wish there was a star less than one.

Professionalism of agents is very good. Unfortunately they deny prescription coverage too often. My son is a T1D and has been using an insulin pump for several years. Got a new pump a few months ago. New pump requires a much less expensive brand of insulin. Coverage denied! A change in insulin. Requires a drug approval form. Even though for 6 years the more expensive stuff was okay. Glucose sensors are covered though. They can easily see that he has a long history of this medication and they know he gets it with a prescription. A prescription is not good enough. They "need" this form filled out by the diabetic clinician and then it will be 6 to 8 weeks for them to assess it. So he will he covered but it will take time and effort. And then there is my wife.denied several times for a "drug review". Any new prescription is treated with suspicion and denied. Back to the agents.very nice when they explain all the hoops you must jump through to get the claim approved. Good people enforcing restrictive rules.

We needed information regarding our coverage. We received it in a prompt and courteous manner. A+

Taking over a month to even look at some of the claims or authorization forms. I'm urging my employer to reconsider this company. The left doesn't know what the right is doing. I will be using my spouse's benefits to save us the hassle.

Erica was amazing! Extremely helpful and so nice! You can tell she takes pride in her work. She took her time and went through all of my questions and answered them with vivid detail. 10 star review. She really set the bar for customer support.

Horrible customer service. I was passed from person to person and waited for over a month to hear back from anyone. They then refused my claim because it was a month old.

I cannot overstate how impressed and appreciative I am with the way I was supported by Brenda (5300). Her professionalism, clarity, and thoroughness were remarkable, and I felt Brenda held my best interests as her guiding principle. Many thanks to her!

I had a great customer service experience with Cheryl 5210. I had a few questions she kindly answered in detail. One, she wasn't quite sure of the answer, but was upfront saying so which I appreciate, yet, she looked into it and ended up helping. I am noticing consistent great customer service from GSC in comparison to my experience from the past with 2 other insurance companies.

Been with Greenshield for last 4 years. I love their automatic claim submission system. Their mobile app is very helpful. It contains informa regarding your benefits and all the relevant categories. Very easy to use when it comes to submit your claim. Customer service is very professional and helpful.

"Our goal is to provide the very best service"

That goal has been realized - the very best service was provided.
The series of questions I asked today were answered by Catharine (agent 5248) in a professional and friendly manner. Her demeanor, patience and willingness to help were simply amazing. Thank you.

I had the opportunity to speak with AGENT: Karolina 5416 in Customer service. She was great. There were some corrections that need to be made to a claims I had submitted. It was a complex matter because I was dealing with two LTC homes and the paper work got very confusing. She took her time and looked at all the documents I sent. She informed me what GSC would need to move forward to process these claims. When the documents were sent in, everything worked out fine.

Many thanks to Karolina.

Not as good as the previous providers I've had. Only found out through pharmacy and customer rep (which I'll say was very helpful, and not their fault) I had to pay basically the full price of a prescription that other providers covered for. No booklets or any resources online to specify these details/information.

I called GSC for emergency travel insurance information and spoke to a young lady named Amanda (5357) and she was fantastic. She answered all my questions and provided me with other valuable information regarding our trip. She was knowledgeable, helpful, pleasant, and friendly! It was the best customer service I've had in years! Thank you Amanda!

Over the last few days I have spent many hours attempting to sort out many benefits issues. It has been extremely stressful and confusing at times. But this morning when I called for the second time I had the great fortune to be connected to Catharine (agent #5248) She was amazing! She is so knowledgeable and organized, she taught me so much about my benefits and how to use them, she quelled my fears, she commiserated and supported me, she walked me through the website and how my particular plan holder works- and so much more! I could write a novel! I have 20+ years of award winning customer service under my belt and it takes a lot to impress me. Catharine (agent #5248), thank you! You impressed me beyond measure! You also made a significent positive impact on my day, if not my year. Thank you so much for being you!

Only 10 minutes on the phone with Cheryl resolved my problems of obtaining the information I required from the MyARTA site - this, after several hours yesterday of being kicked out repeatedly. She listened to my concern, heard it, understood it, and fixed it. Gold medal territory, this. Thank you, Cheryl.

Sure Health /Greenshield - I requested an information brochure and now they keep calling me. Told them I was not interested, please stop calling and they keep on calling. Their rates are ridiculously high. SCAM

AGENT: PJeremy #5122 was very helpful & knowledgeable, was very efficient getting the information I was searching for & definitely went above & beyond the entire interaction. I was very fortunate to get Jeremy when I called, he made a tough situation as stress free as possible & even showed empathy& compassion without being phony. I hope the other agents in this company follow the same standards! A+

This company is the best I ever had coverage with. The employees are trained to give the best customer service. I recently joined and so far excellent turnaround in claims resolution. I highly recommend them. Thanks again.

I have been a Green Shield member for years and i have always received the most courteous response to my questions or concerns.any staff member that i've talked to is knowledgeable and always helpful.thank you

Sheetal ID number is 5244! I have just completed a 90 minute conversation with Sheetal over the phone. She helped me coordinate a number of claims that were overdue and was exceptionally patient and helpful. I have rarely had such a good experience with customer service and I would recommend she gets a raise!

Thank you

Great space for concerts and shows. I watched the Shen yun show with my family and it was great. The seat number is a bit funny in odds and even numbers but not so hard to find. You will want to arrive on time as there is no free parking but also limited parking. However, you will find many cheap parking alternatives.

I recently called for information about my coverage, I spoke with Lourda (5997). She was very thorough with her explanations. She was very patient while I tried to explain what I was looking for. Her pleasant, accommodating and professional disposition made things go very smoothly for me. I want Green Shield to know what a great agent Lourda is. Thank you

Katy (agent 5456) was lovely! I had a specific and likely uncommon question and although she didn't have an answer/solution for me when I called, she made sure to follow up and get help to fix our 'dilemma' quickly and effectively with no judgement! Navigating new names and deadnames is a complicated process sometimes, especially when there's prejudice involved, but I've had nothing but amazing experiences with Green Shield employees! Everyone has been so sweet and understanding and empowering and I can't thank them enough

I am very pleased with a member of the staff at GSC. Her name is Kirsten, what a wonderful patient person this lady is. She got me all set up to submit my claims on line and stayed with me while I did a few so that I would know exactly what I was doing. I feel so liberated and in control. Thank you Kristen, Green Shield Canada has great employees if they are all like you. Agent ID 5442

I just want to take the time to mention how professional, patient and caring these two ladies
Natalie 5719 and Laura 5154 were when helping me fill out my forms for my glasses. Then I got audited and they helped me download the receipts and send them I’m. So thankful that there are kind and caring people to help the elderly folks that don’t fully understand technology. Thank you both you were amazing ️

I was helped by a customer representative named Sheetal, what a kind lady. She understood my concerns and were able to solve all my questions In a clear and friendly manner. What a relief to talk with a person with excellent customer service skills.

Greenshield is by far the number 1 worst insurance company for benefits, I have noticed that in their questionnaire they require your ethnic background. I believe this is a form of discrimination. I could not believe how badly o was being treated and decided to do a test. I made some one else call in about their policy who was the opposite from my black ground and did it a few times and noticed that they treated minorities completely different. I have a lot of people who have experienced this and they do it to clinics as well, they believe this source of racist behaviour will be accepted and it should not be. It was exetremly hurt full and I see now that I was targeted. In the world we live in today it's best we support business who are actually care about people and mot the colour they are.

The app is a bit hard to use, get denied often before actually going through. People on customer service are hit and miss, some people can be quite rude, but the nice ones are very helpful. Would be 4/5 if all nice customer service people, and 5/5 if app would work proper and reasons for denial to be available without needing to call in all the time.

I had called Green shield to see if my Financial information was attached to my account due to that fact I'm seeing a periodontics dentist on Friday. I wanted to make sure I had direct deposit for some reimbursements for the visit. Michael Agent 6280 not only help me with that issue, he also helped me with resetting my online password; instead of transferring me to another department. He also waited for me to renter my new password over the phone making sure I was able to access the online app. WOW! He continued to go way above my idea of customer service and suggested in a professional manner that I get any dental codes from my Periodontics ahead of my appointment and call Green Shield. They will see what exactly will be covered by Green shield depending on the procedure. Not only will this save time and money but also any cost onto Green shield by verifying any costs ahead of time. Everyone wins. This is outstanding service. I'm a Grandfather who has dealt with customer service for a multitude of different reasons in my life for decades. I feel that my time and money was well spent in calling Green shield. If I could give Michael Agent 6280 more stars then 5, I would.

Gwyn was so helpful today on the phone. She knew solutions to my problems and helpful information quickly. And to top it all off she was friendly.making for an even better experience. Thanks! PS love the new website.

I talked to Gwyn #5423. Gwyn was extremely helpful and knowledgeable. I am new to this company and the benefits. She walked me through the process of signing up as I was having difficulty. Having a representative the is very calm and patient was a very good impression. Thank you Gwyn.
Appreciate your help today.

My wife was very impressed with the agent she spoke too, she broke down the predetermination of a dental claim for me.what was covered and what was not covered, than we got disconnected where she was calling from.she returned her call once her line was up and running. She was very helpful in this whole process.recommend green shield to anyone.

I was serviced by Gwen today. I called as I had a question regarding change in services provided to me. She explained the difference and the changes in such a way so that I totally understood.

I then mentioned that I was rather a dinosaur regarding the computer as far as submitting my claims electronically. Gwen encouraged me to try it, despite a bit of hesitancy on my part. She proceeded to get me started and helped along with claims for myself and my husband. Gwen stuck by me the whole time as I was having some issues. I lamented that I'm going back to the old fashioned way, but she said just be patient and give it a try. As it turned out all the issues were satisfactorily dealt with, and in actual fact she was right - it really isn't that hard. Thanks Gwen.

To date I have only had good experiences with Green Shield. Being older I do prefer to speak to someone on the phone and all of the agents I have spoken with through the years have been very helpful and professional. Congratulations on hiring "good" people, Green Shield Canada.

My only comment, is regarding the phone - trying to reach someone. I didn't ask Gwen if she had a line I could call directly, as that would have been desired for future reference.

Use them through work. The app is not that friendly, the wait time to speak is about 30 minutes and while the staff is always helpful and friendly I wish that they would value there customers enough to staff for 'the regular call volume rather than calling it unusually high all the time'. Also disappointed when my dentist stopped accepting them directly because they refused to pay in a reasonable amount of time. If you're shopping for insurance look elsewhere.

HI everyone,
i would like to thank Miss "JANIFER" for her help and support.thank you very much, I wish you all the best.
5 stars

Today, my insurance query was simple. However, while speaking with customer Service Rep Ryan, my phone connection was dropped and he immediately called me back (twice!) helping me to avoid the customer service touch button labyrinth of options for a second (and third time). For this, I am very grateful and appreciated Ryan's excellent sense of customer service.

Having a very difficult time with them, keep resubmitting my claim, and it keep say denied, for several times. It’s very frustrating.

Today I spoke to an agent at Green Shield who actually helped me, thank you Jani 5545! Most of the time the customer service agents put no effort at all into helping you find the information that you need. I also generally find that if there is any reason at all that they can refuse a claim, Green Shield will try not to pay. I worked for the provincial government and subscribed to the retirees medical and dental plan which is very very disappointing. Not worth the premiums at all.

The new update on your website is terrible. It never works. It's almost like you don't want people to submit their claims.

I had a great encounter today with Michelle (help desk with drug submissions). She was so helpful, went extra mile to help me solve a problem with one of my online submissions. I really appreciate it. I wish i can ask for her by name next time we have a problem (Maria)

My rep was very patient and did a complete step by step approach to solve my problem. Thank YOU!

I was experiencing a lot of difficulty and confusion re-establishing some of my pharmaceutical coverage over a few different calls. Then I was connected with Gwyn, once this occurred, all of the puzzle pieces fell into place! LATER THAT DAY…, when I went to pick up my meds at Costco, especially the one for my ‘blood sugar issues’, everything was 100%, thanks to Gwyn and the people at GSC!

I have been a green shield client for several years and the service has been exceptional. Now I wanted to set up an account to have my payments deposited to my bank account and the employee that helped me on the phone was very very patient with me and walked me through the whole process and I would recommend Green Shield to anybody who is looking for coverage, Their payments for service are second to none.

I am not sure into which of the above four selections this comments belongs, so I took a guess.

Overall - a terrible experience, indeed, twice in a row. The new ONLINE
system, the 'Claims Entry' portion in both cases, is either not working well, or the various service providers were not updated on the data entry requirements of this new software version installed currently.

I did spent a significant time on the phone, with the GSC Support, as well
as with the service provider office, trying figure out what went wrong when entering data from the service provider - in the Prescription Glasses data entry form - with no progress at all. I have surely missed most of my heartbeats during that time.all in vain. I must say though, that the personnel I talked with on either side, were friendly and really trying to help, but could not.

My recommendation is: either educate the providers what data is now required when entering the data in entry form fields, or fix what is not working, before releasing any new versions. However, I acknowledge that there are always bugs to be fixed with time; after all, I 'lived' in the software business for over 40 years.

Thanks.

Michal

I just got off the phone with a wonderful customer service provider by the name of Stephan. He was excellent, clear and concise in what would be required to rectify the issue that I was having. In a matter of minutes, problem solved!

Spoke with Kristen, #5583 this morning as I was having trouble with login, password, submitting claim, you name it! I truly appreciate Kristen's patience, knowledge and professionalism and she walked me through each step and stayed on the line until my claim was submitted. I am grateful that I spoke with Kristen. Thank you for all of your help and GSC should be thankful that you represent them. Many thanks.

I had great service today from Brooke 5017. I had an obscure question about wisdom teeth extraction, for my dependent son, about how much gets refunded during a claim and whether we are covered etc.

She was very good and knew all the answers, plus a few I had not asked yet. As a Director of Help Desks/Call Centers for a Global Mgmt Consulting Company I know an excellent communicator when I hear one. She was very polite and let me interrupt or refine my questions without getting her knickers in a twist. Pure joy. I wish every agent was like Brooke! My day would flow better! She's a keeper!

Paddy the pleased!

I was extremely pleased with the customer service of Catherine Agent 5248. Pleasant and very helpful. Got back to me exactly within the time frame she had predicted. And hopefully my problem is now in the right hands and will be solved.

Melissa (ext 5140) was knowledgeable, patient, efficient and effective in addressing my questions this week. Thank you Melissa!

5 Stars for excellent service and 10 stars for unexpected call back. GWYN 5423 had my back and followed up! Thanks Gwyn 5423!

A horrible company, frustrating to use, slow to get back to their clients and you might as well skip using the website as it will just take up more time.

The absolute RUDEST customer service representatives work here. DO NOT EVER USE GSC FOR THE LOVE OF YOUR LIFE.

The CSRs are condescending, and purposely kick people back and forth to avoid paying out claims. They will happily take your money and then promptly ignore you if you try to ask them to do even the simplest of tasks. Do not ever get insured with this scam of a company, and if you are, cancel your plan and go somewhere else.

Do the math, it may be cheaper to just pay costs yourself instead of dealing with the greedy, money-loving, sticky fingers of GSC

I was having some issues about doing an
On line claim. Gwyn was so great to talk me right thru the process. Even gave some direction
How to do it easier, she helped me curb my frusration. So glad i got her on the phone! My lifesaver! Yea! For having great employees like Gwyn! Thanks

The customer service agent, Ashton, provided me the best customer service that I have received in a very long time. Very professional, helpful, courteous, understanding, and exceptionally pleasant. It was an enjoyable and memorable service and I am grateful.

Great customer service! Spoke with a Derrick and he was very informative and helpful. I always have a great experience with them. Not sure why such bad reviews.

Well let me put it this way. If you sign up for their online services it is very likely you will receive your covered claim in as little as two days. I did!

Not the best insurance company I've dealt with so far. After every claim I have to call because they conveniently forget to coordinate my benefits. In addition, every claim gets split up into pieces making it very hard to track what's submitted vs what's paid.

Green Shield is by far the worst benefits company I've ever had. Claims are constantly falsely denied and benefit plans are not even provided to members - they must submit mock claims to see what they're entitled to. I will be requesting for my union to switch back to Manulife during the next collective agreement negotiations. I'm astonished this company currently has a 2.6 star rating.

Pay for your own health services. Not worth anyone's time. All this company has given me is a headache since I opened the policy. Canceling tomorrow.

Recently used Web Inquiry option for more details on Out Of Country Medical Coverage. Quick turn around time with detailed information on complete coverage

Well for the price you get alot covered, the only thing I have an issue with is the payment options. So far I get great coverage for prescription glasses at 150

Christine did a fantastic job in helping me with my claim I really appreciate everything she helped me with, number 10 out of 10 service thanks Crissy

Horrible customer service. I paid for their best plan. They get money for two month by your first starting date. I called four times to get a time sensitive letter that states my plan. Every time they assured me that I will receive it and I never received it. So frustrating and unprofessional. I do not recommend them.
Update: After several follow-ups, I finally received the letter.

Way too long to explain the many problems you will encounter with this company. It is absolutely the worst health insurance company I have ever dealt with and I have dealt with 3 major ones in my time. Very poor service not once but many times.