Ministers Address Delays in Health Claims Reimbursements for Public Servants Abroad

Canadian Ministers Anita Anand and Jean-Yves Duclos address concerns over delayed health claim reimbursements for Public Service Health Care Plan (PSHCP) members working abroad, who rely on timely reimbursements from MSH International, a sub-contractor of Canada Life, as they do not have access to provincial health care coverage. The government has implemented a customer service action plan to reduce wait times and speed up claim reimbursements, including hiring additional staff, creating an online dashboard, and updating the PSHCP Member online portal." This description focuses on the primary topic of delayed health claim reimbursements, the main entities involved (Ministers Anand and Duclos, MSH International, Canada Life, and PSHCP members), and the context of public servants working abroad. It also highlights the significant actions taken by the government to address the issue, which will help guide the AI in generating an accurate visual representation of the article's content.

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Aqsa Younas Rana
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Ministers Address Delays in Health Claims Reimbursements for Public Servants Abroad

Ministers Address Delays in Health Claims Reimbursements for Public Servants Abroad

Canadian Ministers Anita Anand, President of the Treasury Board, and Jean-Yves Duclos, Minister of Public Services and Procurement Canada, have addressed concerns over delayed health claims reimbursements for Public Service Health Care Plan (PSHCP) members working abroad. Public servants posted outside of Canada have faced long wait times to reach agents at the MSH International contact centre and delays in getting their health claims reimbursed.

Why this matters: This issue affects the well-being and financial security of public servants serving abroad, who rely on timely reimbursements for their health care expenses. Delays in reimbursements can have significant consequences, including financial strain and decreased morale among public servants, which can ultimately impact the effectiveness of Canada's international diplomatic efforts.

In a joint statement, Ministers Anand and Duclos said, "We share the concerns of Public Service Health Care Plan (PSHCP) members posted abroad who have faced long wait times to reach an agent at the MSH International contact centre and who are continuing to face delays in claims being reimbursed." Public servants working abroad rely on reimbursements provided through MSH International, a sub-contractor of Canada Life, as they do not have access to provincial health care coverage.

Canada Life has assured the government that they are working with MSH to implement a customer service action plan to reduce wait times and speed up claim reimbursements. The plan has already shown significant improvements domestically, with call centre wait times dropping to an average of 2 minutes to reach an agent. Claim reimbursement wait times in Canada have improved to an average of 1 day for online submissions and 5 days for claims submitted by mail.

As part of the action plan, Canada Life and MSH have brought on additional staff to answer phone calls and process claims. An online dashboard is now available that shows current claim processing times. Plan members abroad can also prioritize an urgent MSH claim using Canada Life's escalation process. MSH has updated its PSHCP Member online portal as well, which now features a simplified registration page, a detailed claims information page, and gives members the ability to verify their explanation of benefits information.

"We are optimistic that this same approach will bring similar results for the MSH member experience," the ministers stated. "We continue to work with Canada Life to ensure that all PSHCP members, including those working abroad, get the service they deserve, when they need it." The government remains committed to supporting public servants posted internationally and ensuring they receive timely reimbursements for their health claims through the PSHCP.

Key Takeaways

  • Canadian Ministers address delayed health claims reimbursements for public servants working abroad.
  • Delays cause financial strain and decreased morale among public servants.
  • Canada Life and MSH implement customer service action plan to reduce wait times and speed up claims.
  • Plan improvements include additional staff, online dashboard, and prioritized urgent claims.
  • Government committed to supporting public servants abroad with timely health claim reimbursements.