Prime Minister Justin Trudeau speaks to the media atop the Canadian Embassy in Washington on June 20, 2019. (Photo by Sean Kilpatrick/The Canadian Press)
Canada's top diplomats have collectively expressed deep concern regarding their health insurance provider's inability to process claims for Canadian staff working overseas. The diplomats, including heads of missions and ambassadors worldwide, have penned a joint letter to Global Affairs Canada (GAC), highlighting the worsening situation exacerbated by a recent cyberattack on the insurance company, MSH International.
The letter underscores the gravity of the situation, pointing out the significant financial burden and real-life consequences faced by employees due to uncertain access to healthcare coverage. It also mentions instances where employees have been forced to forgo or delay medical treatments, adding to the stress and frustration.
The problem not only affects current employees but also retirees who rely on the coverage. One retired ambassador, Dennis Horak, shared his harrowing experience of struggling to reach MSH International during a medical emergency involving his wife.
The issue stems from the transition of insurance administration to MSH International, subcontracted by Canada Life. While employees in Canada continue to receive stable coverage, those working abroad are left grappling with the fallout of the failed system.
The diplomats' letter emphasizes the urgent need for resolution, highlighting the inadequacy of emergency loans provided by GAC to cover healthcare costs. The lack of communication and a timeline for resolution from the Treasury Board Secretariat only adds to the frustration.
Pamela Isfeld, president of the Professional Association of Foreign Service Officers (PAFSO), echoed the concerns, stating that government resources shouldn't have to compensate for the failures of a private company.
Canadian staff abroad are looking to the Treasury Board for urgent action, with calls for all embassy employees in the United States to be placed on private insurance plans until the issues with MSH International are resolved.
In response, the government has pledged to work closely with its partners to address the challenges faced by Canadian staff abroad. MSH International has assured that claims processing services will resume shortly, albeit with longer processing times due to higher-than-expected volumes.
The situation remains critical as employees continue to grapple with the repercussions of the insurance provider's failure amidst a cyberattack. With mounting pressure on the Canadian government to intervene and resolve the crisis, the well-being of Canadian staff abroad hangs in the balance.
