Did You Know?
September 2025
MSH International’s commitment
When MSH International (MSH) began administering Comprehensive Coverage for Canada Life, the expected level of service for which we strive was not met. MSH is dedicated to ensuring that you have reliable access to your health benefits when you need them.
While calls and claims processing timelines are within expected service levels, MSH has an action plan to continue to improve services with a focus on quality, including expanding the escalation processes to ensure urgent claims are quickly identified and prioritized.
Further actions are being taken to enhance the member experience including improving agent knowledge through education and training, ongoing MSH PSHCP Member Portal enhancements and applying member feedback. Additionally, this Comprehensive Coverage Spotlight will offer insights into how we are working to continuously improve the member experience.
What you are covered for as a Comprehensive Coverage member
Are you an active employee with Comprehensive Coverage?
As an active employee with Comprehensive Coverage (deployed or posted) you are covered for the following provisions:
- Basic Health Care Provision
- Extended Health Care Provision (not including the Out-of-Province Benefit)
- Hospital Provision (Level I, II or III)
- Hospital (outside Canada) Provision
For more information about your Comprehensive Coverage provisions, visit the Comprehensive Coverage webpage
Deployment packages
To support you during your deployment or posting, as well as your eventual return to Canada, the MSH PSHCP Member Portal has Deployment and Returning to Canada information packages under the Key Information section. Be sure to familiarize yourself with this information to avoid interruption to claims processing and reimbursements.
Are you a retired member with Comprehensive Coverage living outside of Canada?
If you are a retired PSHCP member living outside of Canada and are no longer covered under a provincial or territorial health insurance plan, you must have Comprehensive Coverage to remain covered under the PSHCP.
You have coverage under the same provisions as active employees with Comprehensive Coverage, except the Hospital (outside Canada) Provision.
The Hospital (outside Canada) Provision is not available to pensioners residing outside Canada. If you choose to live outside of Canada, you are responsible for the cost of hospital services, despite the fact that these costs would have been covered under a provincial or territorial health insurance plan (ex. hospital physician services like consultations, treatments, surgeries and lab testing) if you lived in Canada. When physician services are rendered in a hospital, only services billed by independently billing practitioners (physicians that are not salaried hospital staff) may be considered eligible. Services performed in and billed by a hospital are not eligible.
Note: All provisions are subject to the General Exclusions and Limitations of the PSHCP.
You are encouraged to obtain hospital coverage through another source in case your overall hospital costs exceed your coverage.For full details about your coverage, see your PSHCP Member Booklet
MSH PSHCP Member Portal
To receive your reimbursements faster, submit your Comprehensive Coverage claims digitally through the MSH PSHCP Member Portal. If you have not filed digital claims yet, here is how to get started.
How to create your account
- Go to pshcp-msh.ca, select Log In or Register under Comprehensive Coverage, followed by Register.
- Enter the exact email address, plan number, certificate number, last name and date of birth you used during positive enrolment with Canada Life.
- Create and confirm a password and select and enter a security question. A verification email will be sent to you within 5 minutes.
- 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.)
Claims submissions and banking information
When using the MSH PSHCP Member Portal to submit claims, please be aware of these helpful tips:
- Multiple claims for different benefit types (ie: orthotics, massage therapy services, prescription drugs, eye glasses, etc.) must be entered as separate claims as they have different maximums.
- Confirm your banking details have been entered correctly.
- Ensure your name matches what appears on your foreign bank account. Otherwise, this causes a rejection and a delay in reimbursements.
- When selecting payable currency type, please ensure that the receiving bank account can accept the currency you have selected. For example, US dollars can be deposited into a CAD account.
- When validating an exchange rate, you must submit the relevant section of your credit card statement used to pay for your expenses. If you do not provide one or if you paid in cash, your reimbursement will be based on the Bank of Canada exchange rate on the date of service.
- Where payment is applicable, funds will be deposited into your account within 3-5 business days.
Was your claim incurred in Canada?
If you have incurred any claims in Canada, they must be submitted to Canada Life for reimbursement, not MSH. Please submit claims online through your PSHCP Member Services account, the My Canada Life at Work mobile app or by paper by mailing a completed and signed claim form to:
Canada Life
Winnipeg Benefit Payments
PO Box 99451 Stn Main
Winnipeg MB R3C 1E6
Questions?
If you have any questions, please sign in to your MSH PSHCP Member Portal account or call the MSH Contact Centre for inquiries 24/7 within North America (toll-free) at 1-833-774-2700 or (collect) at 1-365-337-7427 for international calls.
Deaf or hard of hearing and require access to a telecommunications relay service, please contact: TTY to Voice: 711 Voice to TTY: 1-800-855-0511
Disclaimer
The Comprehensive Coverage Spotlight is produced jointly by the Government of Canada, the Federal Public Service Health Care Plan Administration Authority, Canada Life and MSH International (Canada) Ltd. to provide benefit and administrative information about your health care plan. It is provided for information only. Should there be any discrepancy between the information in this bulletin and that contained in the PSHCP Directive, the PSHCP Directive applies.
All trademarks are the property of respective owners. Canada Life and design and My Canada Life at Work are trademarks of The Canada Life Assurance Company.