All outgoing mail will be delayed until the end of the labour disruption. This includes statements, general correspondence and cheques.  

Most requests can be completed online in your PDSP Member Services account through My Canada Life at Work^TM. By creating a PDSP Member Services account, you can:  

• Receive timely direct deposits of your reimbursements 
• Submit claims online, provide copies of receipts and access your claims history 
• Check your benefit coverage and balances
• Access your benefit card(s) 
• Sign up for direct deposit 
• Get notified when claims have been processed 
• Access benefit details, claim forms and other important information 
• Submit coordination of benefits claims between 2 Canada Life plans or submit the remaining balance of a claim already processed through another insurer 
• Update your positive enrolment information, including your direct deposit information 
• Search for providers 
• Send in supporting documentation as requested by Canada Life 
• Contact Canada Life using the secure online chat or secure email from the Contact Us page 

If you haven’t registered for your PDSP Member Services account, sign up today! The first time you sign in, you will need to provide your plan number and certificate number. As always, the PDSP Member Contact Centre is available for inquiries within North America (toll-free) at 1-855-415-4414, Monday to Friday from 8 am to 5 pm, your local time, or for international inquiries (collect) at 1-431-489-4064, 8 am to 5 pm ET. 

You can upload your forms online to your PDSP Member Services account, courier them to us at your expense, or, if they’re not time sensitive, hold onto them until postal services resume.  

Forms are available online on your PDSP Members Services account through My Canada Life at Work™.  

Canada Life will stop sending items by mail a few days before a potential mail disruption. Some mail sent before a labour disruption may be held at a local postal facility if it was in transit when a labour disruption began.  

Anything mailed to Canada Life once a disruption begins, will be held at a postal facility until the labour action is resolved.  You can upload your forms online to your Member Services account, courier them to us at your expense, or, if they’re not time sensitive, hold onto them until postal service resumes.  

You can view most important information online on your PDSP Member Services account through My Canada Life at Work. You can also go to the Contact us page from your Member Services account, where you can submit a question and receive a response by email.  

There are 2 ways you can continue to submit claims: 

• Submit your claims online through your PDSP Member Services account through My Canada Life at Work or through the mobile app. Please note: If you are not already registered to receive claim reimbursements through direct deposit, there’s a 48-hour delay after setting up your information before you can submit your first claim.   
• Where available, ask your provider if they can submit your claim electronically on your behalf. Some dental and health care providers may be able to submit claims for you. 
  

Yes, however you will be responsible for covering the courier charges. You can courier your claims and any supporting documentation to the following locations: 

Winnipeg 

Winnipeg Benefit Payment Office 

60 Osborne Street N. 

Winnipeg MB  R3C 1V3  

Montreal 

Montreal Benefit Payment Office 

1350 Boul. Rene-Levesque West 

Montreal, QC H3G 1T4 

If you have signed up for direct deposit, no action is required on your part – you will continue to receive your reimbursements, as you have received them in the past.

If you are registered for a PDSP Member Services account through My Canada Life at Work, but have not provided your banking details, sign up for direct deposit by signing in to your account, go to Your profile and then select Banking*. 

If you haven’t registered for a PDSP Member Services account through My Canada Life at Work, sign up today and be sure to register for direct deposit. To do so, go to Your profile and then select Banking*. Your claim reimbursement will be deposited directly into your bank account. 

*Please note: If you are not already registered to receive claim reimbursements through direct deposit, there’s a 48-hour delay after setting up your information before you can submit your first claim.  

If you choose to receive claim reimbursements via cheque, your claim reimbursement could be delayed until postal services resume.  

The Pensioners’ Dental Services Plan (PDSP) will move from Sun Life to Canada Life on November 1, 2024.

The new contract with Canada Life requires mandatory positive enrolment. Based on lessons learned from the Public Service Health Care Plan (PSHCP) transition, we have improved our approach to positive enrolment for PDSP members. As part of this approach, we will use your personal information from the following authoritative sources to complete positive enrolment on your behalf: 

• Government of Canada: name, date of birth, gender, language, category of coverage and effective date of coverage 
• Canada Life PSHCP account (if applicable): contact information   
• Sun Life: dependant information (if applicable)   

We are confident this streamlined process will mean a seamless transition for you and all PDSP members. 

To ensure Canada Life can communicate with you during the transition period, please keep your contact information and preferred method of communication up to date with Sun Life. 

More information will be communicated to you as we get closer to November 1, 2024.  

If you are also a member of the PSHCP,  you will need to keep your contact information up to date with us as well. 

At this time, Canada Life does not have access to your dental claim history or dental benefits coverage balances. Please continue to submit all dental claims and requests to Sun Life, using your current plan and certificate numbers found on your Sun Life benefit card, until October 31, 2024. For any questions regarding your current dental benefits coverage under the PDSP, please contact Sun Life at 1-888-757-7427.

Please keep your contact information up to date with Sun Life. This is to ensure Canada Life can communicate with you during the transition period. 

If you are also a member of the Public Service Health Care Plan, you will need to keep your contact information up to date with us as well. 

You must continue to send all dental claims and requests to Sun Life until October 31, 2024. 

Starting November 1, 2024, dental claims, including those for dental expenses incurred prior to November 1, 2024, that were not submitted to Sun Life, must be sent to Canada Life. 

Canada Life will not have access to your claim history or dental benefits coverage balances under the Pensioners’ Dental Services Plan until November 1, 2024. Until that time, please continue to contact Sun Life at 1-888-757-74271 for all dental claim inquiries. 

Yes, your plan number will change when the Pensioners’ Dental Services Plan (PDSP) transitions to Canada Life on November 1, 2024. Please speak to your dental provider to update your plan number in time for the transition.

Your new plan number will be assigned based on your month of birth or status as a member as follows:

Your birth month and new plan number: 

• January, February, or March: 92111
• April, May, or June: 92112
• July, August, or September: 92113
• October, November, or December: 92114

If you are an eligible surviving dependant, your new plan number will be 92115.

Note: You and your eligible dependants will be processed under the same plan number.

No, your certificate number will not change when the Pensioners’ Dental Services Plan (PDSP) transitions to Canada Life on November 1, 2024. You will use the same certificate number you currently have with Sun Life. 

You can find your certificate number on your Sun Life PDSP benefit card, an explanation of benefits statement from Sun Life or in your Sun Life PDSP Member Services account.

Yes. As part of the transition of the Pensioners’ Dental Services Plan (PDSP) to Canada Life effective November 1, 2024, once your positive enrolment is completed, you will have access to a new digital PDSP benefit card. The card will be available on the new Canada Life PDSP Member Services website. Alternatively, you will be able to request a paper PDSP benefit card be sent by mail. Your PDSP benefit card will contain your existing certificate number and new plan number.

Continue to use your Sun Life PDSP benefit card until the PDSP transitions to Canada Life on November 1, 2024.

Note: We will not issue plastic benefit cards for the PDSP. This is a greening initiative supported by the Government of Canada and Canada Life.

No, your dental benefits under the Pensioners’ Dental Services Plan (PDSP) will not change after the transition to Canada Life on November 1, 2024. 

The award of the new contract only changes who will administer and process claims for the PDSP.

For additional information, please visit Canada.ca/pension-benefits and search “New PDSP administrator” to view frequently asked questions.

For any questions about your current dental benefits coverage under the Pensioners’ Dental Services Plan, please contact Sun Life at 1-888-757-74271.

No, your dental benefit maximums will not reset after the transition of the Pensioners’ Dental Services Plan to Canada Life on November 1, 2024. 

Your claim history, including your dental benefits coverage balances, will be securely transferred from Sun Life to Canada Life.

Canada Life will not have access to your dental benefits coverage balances under the Pensioners’ Dental Services Plan until November 1, 2024. Until then, please continue to contact Sun Life at 1-888-757-7427 for this information. 

Canada Life cannot confirm eligibility information for the Pensioners’ Dental Services Plan (PDSP) at this time. Please reach out to the Pension Centre or your pension office for information on eligibility under the PDSP.

Eligibility information for the PDSP is also available online at Canada.ca  by entering “PDSP rules” in the search bar.  

If we are completing positive enrolment into the Pensioners’ Dental Services Plan (PDSP) on your behalf, you will receive a positive enrolment confirmation notice between August and early September, via your preferred method of communication.

The notice will provide you with the instructions you need to validate and, if applicable, update your positive enrolment information pulled from secure, authoritative sources.

We are completing positive enrolment for as many Pensioners’ Dental Services Plan (PDSP) members as possible. If you have not received your confirmation notice by mid-September, please contact us.

If you are not eligible for Canada Life to complete positive enrolment on your behalf, you must complete it on your own by October 31, 2024. Please check back here in a few weeks for more instructions.  

To complete positive enrolment online, you will need to enter your current certificate number, last name and date of birth to begin the process. Please ensure you complete positive enrolment by October 31, 2024, to avoid any disruptions in the processing and reimbursement of your dental claims when the administration of the PDSP will transition from Sun Life to Canada Life on November 1, 2024.  

To complete positive enrolment by paper, you can download and print a PDSP Positive Enrolment Form from the Forms page.

Alternatively, you can call the PDSP Member Contact Centre within North America (toll-free) at 1-855-415-4414, Monday to Friday from 8 am to 5 pm, your local time, or internationally (collect) at 1-431-489-4064, Monday to Friday from 8 am to 5 pm ET to request that a paper form be mailed to you within 2-3 business days.

You must also provide your dental provider with your new plan number.

Since we used the data available to us from authoritative sources, your positive enrolment information may have changed. It’s important that you review and validate that the information is complete and accurate.

Your personal information was provided to us securely from the following authoritative sources, while adhering to privacy and security requirements: 

• Government of Canada: name, date of birth, gender, language, category of coverage and effective date of coverage
• Canada Life PSHCP account (if applicable): contact information
• Sun Life: dependant information (if applicable)
  

Yes, positive enrolment must be completed for both plans.

If you are eligible for us to complete positive enrolment on your behalf, you will receive two separate confirmation notices. If you do not receive a confirmation notice for both plans, you may be required to complete positive enrolment on your own for the plan you did not receive a confirmation notice for.

If you are not a Public Service Dental Care Plan (PSDCP) member, please advise your departmental compensation office, Pay Centre, Pension Centre or your pension office. Once their records are updated, that information will be provided to us. 

If you are not a Pensioners’ Dental Services Plan (PDSP) member, please advise your Pension Centre or your pension office. Once their records are updated, that information will be provided to us.

You are receiving this message because you do not need to complete positive enrolment for the Pensioners’ Dental Services Plan (PDSP). We have completed positive enrolment on your behalf with information we have securely received from authoritative sources. A confirmation notice will be sent to members through your preferred method of communication.

If you have not received a confirmation noticed by September 20, please call the Canada Life PDSP Member Contact Centre within North America (toll-free) at 1-855-415-4414, Monday to Friday from 8 am to 5 pm, your local time, or internationally (collect) at 1-431-489-4064, Monday to Friday from 8 am to 5 pm ET.

You can update your positive enrolment information by signing into your Pensioners’ Dental Services Plan (PDSP) Member Services account through My Canada Life at Work™ and going to Your profile.

You can also update your information by paper by completing a PDSP Positive Enrolment Form. Download your PDSP Positive Enrolment Form here. You can also call the PDSP Member Contact Centre to request that a paper form be mailed to you.

If incorrect information appears in the non-editable fields, such as your date of birth or last name, we encourage you to still complete the positive enrolment and consent process to ensure there is no delay in processing your claims. After you complete positive enrolment, you must contact your Pension Centre or your pension office, to have this information corrected in our files.

Pensioners’ Dental Services Plan (PDSP) claim forms will be available to download beginning November 1, 2024. 

We encourage you to go paperless and submit your claims by signing in to your PDSP Member Services account through My Canada Life at Work™. This is a very easy process and greening initiative that will help reduce paper waste, allow you to receive reimbursement faster through direct deposit, and is supported by the Government of Canada and Canada Life. To submit claims online you must provide us with your banking information.  

Positive enrolment must be completed to have access to your benefit card. 

Website

To download or print your new benefit card, sign into your Pensioners’ Dental Services Plan (PDSP) Member Services account through My Canada Life at Work™. Select the ‘Benefit cards’ tile at the bottom of the Overview page. From there you can download, save or print a copy of your benefit card. 

Mobile app

To download or save your new benefit card to your mobile device, download the My Canada Life at Work mobile app from your app store. Sign into the mobile app with the same credentials you use to sign in to your PDSP Member Services account. 

Once signed in, you can access your benefit card by selecting the card icon in the top right-hand corner of your screen. Follow the provided instructions to load the benefit card to your Apple or Google wallet. 

Paper

Your paper benefit card will be included in your confirmation package. You can call the PDSP Member Contact Centre within North America (toll-free) at 1-855-415-4414, Monday to Friday from 8 am to 5 pm, your local time, or internationally (collect) at 1-431-489-4064, Monday to Friday from 8 am to 5 pm ET to request that your benefit card be mailed to you within 2-3 business days. 

Note: Plastic benefit cards will not be issued for the PDSP. This is a greening initiative that is supported by the Government of Canada and Canada Life.

There will be no change to your dental benefits coverage as a result of the new contract. For additional information, please visit Canada.ca and search ‘New PDSP administrator’ to view frequently asked questions.​

Along with a few administrative changes, such as new plan numbers, positive enrolment will now be the member’s responsibility. This means that you will be required to keep your personal and eligible dependant information up to date with Canada Life.

Claims processed by Sun Life will not be displayed on our Pensioners’ Dental Services Plan (PDSP) Member Services website. Starting November 1, 2024, you will only see claim information for claims submitted to and processed by Canada Life. This includes claims for services that occurred prior to November 1, 2024 but were processed under Canada Life. 

Canada Life must receive your claim no later than 15 months after the date you incur the expenses.

To view claims processed by Sun Life, please sign in to your Sun Life PDSP Member Services account. You will have access to your claims history information until April 30, 2026.

We will not have access to your PDSP claim history until November 1, 2024. Until that time, please continue to contact Sun Life at 1-888-757-7427 for all dental claim inquiries.

All Pensioners’ Dental Services Plan (PDSP) members are required to create their PDSP Member Services account (through My Canada Life at Work^TM) using two-factor authentication. This is a step established as part of the security requirements of the PDSP contract. 

To access your PDSP Member Services account, you will need to complete the two-factor authentication process. Once signed in, you can choose to turn off this additional verification step in the Security settings. However, we strongly recommend that you leave this security feature turned on. Two-factor authentication is a standard security measure used globally by many organizations, including financial institutions. 

POA details on your Sun Life account will not be transferred over to Canada Life.

If you have a POA on file with Canada Life under your Public Service Health Care Plan or Public Service Dental Care Plan, you can transfer your POA by calling the Member Contact Centre within North America (toll-free) at 1-855-415-4414, Monday to Friday from 8 am to 5 pm, your local time, or internationally (collect) at 1-431-489-4064, Monday to Friday from 8 am to 5 pm ET.

Please provide a COPY of the appropriate, signed documentation with your plan and certificate number clearly indicated. Do not submit the original. Please note that only 'general' or 'property' POAs are acceptable. We do not accept personal or healthcare POAs.

To submit through mail:
Please send the copy of your POA document(s), with the plan member’s certificate number to:
Canada Life Assurance Company
Pensioners’ Dental Service Plan (or PDSP) Plan Member Letters
PO Box 99451 Station Main
Winnipeg MB R3C 1E6 

To submit digitally:
You can upload your POA documentation by signing in to your PDSP Member Services account through My Canada Life at Work™. Once you are signed in, go to the Contact us page, follow the steps to Message us and upload your file to submit to Canada Life.

A child who is not adopted or a step-child but who is financially dependant primarily on the member, the member’s spouse or common-law partner for support and maintenance for whom you (the member) stand(s) in place of a parent (in loco parentis), may be eligible for coverage with the approval of the PDSP Board. To obtain coverage for such a child, you must submit supporting documentation to the PDSP Board such as :

• a permanent guardianship (court) order or
• a custodial (court) order ora notarized private guardianship agreement, caregiving agreement or 
• a notarized voluntary surrender of custody and guardianship that indicates that the parent or parents relinquish their parental responsibility to you

The PDSP Board will also consider documentation that demonstrates:

• the extent to which you are financially responsible for the child
• whether your relationship is that of parent and child
• the expected duration of this relationship

Refer to the PDSP Member Booklet for information on where to send this documentation.