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National postal disruption notice: Find out what this means for you and how to maximize service continuity. Learn more. 
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May 21, 2024

As part of the commitment we made in February to keep you updated on the MSH cyber incident, we are pleased to report that the investigation is now complete. You will recall, that upon learning of the cyber incident, we immediately took steps with Canada Life to contain and investigate the incident. Together, we developed a plan to restore service and we enhanced security for our systems to protect your personal information. 

As a result of the investigation, we have found that a very small number of plan member personal information was impacted, and we have already directly contacted them with next steps.

Rest assured that despite the increased potential for cyber threats in today’s digital world, protecting your personal information is our top priority and we remain vigilant in doing everything possible to ensure that your information is secure.  

To help you protect your personal information even more, consider Canada Life's internet security best practices

Thank you and please do not hesitate to contact us if you have any questions about your MSH account.

MSH International

 

 

February 27, 2024

We are pleased to report the resumption of all MSH International (MSH) services, including the MSH PSHCP Member Portal and claims processing systems. You can sign in to your MSH PSHCP Member Portal account to securely submit claims online again.

Prior to resuming services, we reinforced our security controls and conducted extensive testing to ensure a secure restoration. Although the portal is restored, our investigation continues. Rest assured that our priority remains to protect your information. If it is determined an individual has been affected by this incident, MSH will contact them directly.   

You may receive reimbursements or communications from MSH about claims you previously submitted. Reimbursements and communications from official MSH email addresses such as assist@pshcp-msh.ca, claim@pshcp-msh.ca and auditverification@pshcp-msh.ca, as well as emails from “Proofpoint Essentials” can be trusted as authentic and secure accounts.

Due to higher-than-expected claims volumes, processing times are longer than usual. We are working on improving this situation and have invested in additional staff to help meet demand.  

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

We are sincerely sorry for the inconvenience of this unexpected service disruption and greatly appreciate your patience and understanding. Please stay tuned for more information on how we are working to improve service times for you. 

Thank you,

MSH International

 

 

February 12, 2024

MSH International, the PSHCP’s Emergency Travel Assistance Services and Comprehensive Coverage provider through Canada Life, recently experienced a cyber incident that has impacted service for some of its members. 

Canada Life and MSH are taking this matter very seriously. We are working with MSH as they investigate the full impact of the incident and develop their plan to restore service and minimize risk to your information. The priority is to protect your information and ensure that the systems environment is safe before restoring the portal.

As a result of this incident, the MSH PSHCP Member Portal is unavailable, and MSH is unable to process PSHCP claims or access the status of claims.

Canada Life's operations are not impacted by this outage at its sub-contractor. All non-emergency claims for expenses incurred within Canada for all PSHCP members, and non-emergency claims for expenses incurred outside of Canada for members with Supplementary Coverage can continue to be submitted to Canada Life. 

If it is determined an individual has been affected by this incident, they will be contacted directly.

We are sorry for the inconvenience and greatly appreciate your patience and understanding as we work hard to resolve this as soon as possible.

Thank you,

Canada Life 

We are pleased to say the portal is now securely restored, and claims are being processed. You can sign in to your MSH PSHCP Member Portal account to safely submit claims online again.

We take the protection of our customers’ personal information seriously.

That is why before resuming services, MSH took the time to reinforce its security controls and conducted extensive testing to ensure the MSH PSHCP Member Portal was secure. The MSH process to restore service meets the Government of Canada’s strict security standards.

MSH is encouraging all members to change their portal password, and to always use good password hygiene. That means:  

  • Creating strong passwords with a combination of
    letters, numbers and symbols
  • Using different passwords for every online account
  • Changing your passwords often 

Yes, the MSH PSHCP Member Portal and claims processing systems are now securely restored. You can securely sign in to your account to submit claims online again and receive reimbursements.

You can also trust communications from official MSH email addresses, such as assist@pshcp-msh.ca, claim@pshcp-msh.ca and auditverification@pshcp-msh.ca, as well as emails from “Proofpoint Essentials”. All meet the Government of Canada’s security standards and can be trusted as authentic.

MSH is working as quickly as possible to process your claims. All MSH’s services are now active and secure, including the MSH PSHCP Member Portal and claims processing systems. You can sign in to your MSH PSHCP Member Portal account to safely submit claims online again.

Since the PSHCP was transitioned in July 2023, a significant number of claims needed immediate attention by MSH. This created a backlog of claims that we are continuously working to reduce.

We greatly appreciate your patience and understanding.   

Please do not re-submit your claim in order to minimize duplicate requests, which could further delay claim processing 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 hardships related to your claim, please follow the Urgent needs escalation process.

MSH International, a third-party subcontractor providing emergency travel assistance and comprehensive coverage services to federal government employees, retired members and their eligible dependants, was recently the victim of a cyber incident that has impacted service for some clients. This resulted in MSH temporarily turning off its PSHCP Member Portal.

Canada Life and MSH are taking this matter very seriously. Upon learning of this incident, MSH immediately began an investigation into the full impact of the incident and turned off the Member Portal. MSH is continuing to work with cybersecurity experts to contain the situation and has now restored the portal. Our priority is to protect your information and ensure that the systems environment is safe.

We recommend you remain vigilant about suspicious activity related to your financial accounts including contacting other financial institutions you do business with, if you suspect fraudulent activity.

Fraudulent activity warning signs include:

  • You receive communications or approvals related to credit cards or financial accounts that you didn’t request. 
  • You receive account statements you didn’t request. 
  • You are contacted by your financial institution or Canada Post to confirm a request to redirect your mail that you didn’t initiate. 
  • You don’t receive account statements or mail you’re expecting. 
  • You see transactions on your financial account or credit statements that you didn’t authorize.   

No. Canada Life and MSH would never call or email you asking for your personal or banking information, such as your password or other confidential or financial information.

The only communication you would receive from either Canada Life or MSH inquiring about your personal or banking information would be by email asking you to validate your information in your PSHCP Member Services account through My Canada Life at WorkTM or your MSH PSHCP Member Portal account.

If you receive a suspicious request and have doubts about the legitimacy of a phone call, email or digital communication claiming to be from Canada Life or MSH, please report it to Canada Life.

Do not click on any links or attachments or provide any personal information over the phone.

Please contact Canada Life at:

  • Corporate Investigations team (toll-free): 1-877-751-3417
  • Email: please attach any suspicious email in its original form, screenshots in the case of instant messages from other communication platforms, or in the case of a website please include the URL in your message
  • After reporting to Canada Life, delete any suspicious requests or correspondences from both your inbox and deleted folders.
  • Go to: https://pshcp-msh.ca
  • Scroll down to the login section and select the LOGIN link under the type of coverage you have (Supplementary or Comprehensive).
  • Scroll down and select “forgotten password.” You will be asked to enter your email address. Select “Continue.”
  • You will be asked to answer the security question that you set at the time of registration. Select “Continue.”
  • A link will be sent to your email that you must follow to re-set your password.
  • Click on the link and follow the prompts.