LifeWorks Reviews 56

Lifeworks appointment was set for 5pm March 2, 2026. March 2, 2026, 5:08 pm I received a call from an unknown number. When I answered and said "Hello", they hung up. I never did hear from the counsellor for that appointment. When inquiring with Telus Lifeworks customer service, I was advised that the counsellor called me and it went to voicemail and therefore, I was not available for the appointment. I have put in a grievance because this is completely untrue, I can prove it (through my call log) and I consider it fraud. It's April 7-2026 and I am still trying to get someone to speak to me about my concerns.

Lifeworks, now Telus EAP is absolutely abysmal. It’s basically a series of free questionnaires and free videos. Want real help with a human then you have to navigate (dark patterns) the technical term for a series of deliberate glitches and misdirections to steer you away. Then eventually you speak to an online chat after using chat gpt to give you a list of workarounds, then face a gatekeeper with poor English who asks you a load of questions so they can fill in the form for you. This gatekeeper acts like a third world country employee who’s on piecework bonus for stopping as many people getting real help. So you can’t take your time and fill in your own form like an adult. Then they give you arbitrary reasons as to why you aren’t eligible and eventually you get redirected back to your GP. Essentially it’s a buzzword tickbox system so employers can pay next you nothing and claim they offer private healthcare as a benefit.

Took 6 years and two attorneys just to settle a very simple QDRO. Im appalled that this company doesn’t have criminal charges on them.

If you like being ignored then come here. It is the worst place to work and to receive services.

Life works totally dropped the ball. I have had access to this service for the past nine years through my employer and haven't had to access it for anything. Over the last few weeks my life fell dramatically apart and I'm struggling to keep my head up. I decided to try life works. I tried to book a counselling appointment but the appointment they gave me was weeks away. I noticed a button that said get help today. I pressed it and was brought to a chat with someone. I told them I really needed help. They proceeded to ask me all the information I have already provided. They left the space of about a minute between questions to get the information I had just filled out. This took 15 minutes. When we were finally done the guy started asking me random questions about how long I've worked at my company and If I was management. I asked why he needed to know this, he said just for survey reasons. I got so turned off. I was reaching out struggling and actually needed help and this guy had the nerve to ask me survey questions? I told him I really just wanted to speak to a counsellor, he said okay we can chat on here or I can call you. HE WAS THE COUNSELLOR!!! I thought he was just like an admin thing or even a chat bot. There is no way in hell I'm talking to a counsellor who can't read between the lines and not try and gather useless infomation when someone is saying they are falling apart and struggling. WILL NEVER ACCESS THIS AGAIN.

This company only makes matters worse for employees. I don’t know one employee at my bank who didn’t have a horrible experience with them. They nearly ruined my career on two occasions. My boss even said that this was also the case for other employees she managed. Worst case management people on the face of the earth. My case was given to someone who went on leave for a month and when I came back my case was so messed up I ended up having to pay back some of my disability. On another occasion I went to them for help with insomnia that I had after I left a very scary abusive situation. I just asked for a little understanding and some accommodation while I recovered and they flat out refused and sent the report to my new boss when I screamed at them not to. I was fine with not getting the support but to disclose this to a new boss destroyed my work relationship with her and nearly ended my career. These people are the absolute worst in the industry. Horrible case managers!!!!! If you are a company please cancel your contract with them.

absloultuy horrible experience owner gelderloos stole money from her own siblings and other things from 2 different deaths in her own family shes not helping anyome!!! shes aliar and a theif along with her sister

No point paying for this if you're an employer.
They don't want to give you counselling.
In short, it took a lot for me to ask for help, when I finally reached out and asked for counselling I was refused. The man on the phone literally said at least 15 times that it's for short term problems. I've studied psychology myself, I appreciate that you have to be careful regarding opening up a can of worms for people however I know that the counselling sessions would have helped me greatly as I have no support network and my issues are affecting my work. The man seemed to massively latch on to something I briefly mentioned about my childhood (because the question called for it), however this has nothing to do with what I was seeking counselling for and it was used against me as a way to say my problems were too deep to get support. It was awful to have to almost demand counselling and put my foot down so much, still refused. I even asked if they have a limit of people they can give it to, and he said no..well now I've taken a day off work because of my metal health, so much for their sales strategy of an eap supposedly reducing absences and increasing work rate which is how it's pitched to businesses.
The service and people there are patronising, don't help, have no empathy at all.
I realise 6 sessions isn't going to fix all of my problems, but it would have definitely helped me work on my self esteem and confidence which is needed for my job.
They just don't want to spend money, seriously. You finally ask for help and don't get it..no words to describe how awful that makes you feel.

LifeWorks, now Telus Health, is a shady company that has a history of believing they are above the law. I have no choice to use this company as my employer uses them for their sick leave management. The entire time I was constantly being asked for medical documents, they are not a very empathetic company, and they believe their 'case managers' are qualified to give medical opinion when they have no medical training or certification, this is a fact. Shame on them for being a 'mental health' advocate and putting pressure on the health care system forcing us to get our doctors to spend a bunch of time filling out paper work they are just going to reject. Beware!!!!!!!

Those that are forced to use this service under policies please get yourself educated under privacy laws. What your privacy rights are with personal information and what rights you have with how lifeworks has to handle your personal information at your request. Their case managers are so uneducated that they don’t comply to privacy rights at all which can put you at an advantage when they do this medical documentation cycle. Remember that case managers are not medically trained. Remember that Telus life/lifeworks main goal is to get you out of the system of either getting you back to work at any cost or have you resign. Know what you are signing. Know that you are not signing your privacy rights away and know what power that holds when dealing with companies like this. This is exactly why companies hire them. They are good at flushing out those that are not making any money at any expense.

Can I give less than 1 star? No? Because they are actually a very harmful company. They make it appear simple at first to be accepted and supported (my case is major depression, suicidal thoughts, burnout, severe exhaustion, high anxiety and stress levels, and everything that comes with this). But as soon as they get the chance they will ask for more and more documents, always being unclear about what exactly is needed, they will reject everything, and they will even try to make you feel bad for this.
They change name every few years when they start being recognized too much, go figure why. Morneau Sheppel, Lifeworks, Telus Health are all the same thing!
We as a people need to stand up against companies like this one.

Zero empathy, unknowledgeable staff, no respect for time management. I went on a sick leave from work due to stress and they absolutely made it so much worse. They ask intrusive questions, they are bias and discriminate if it’s due to mental health reasons. Took 6 weeks to decline support for a sick leave and when calling the case manager she was always away on vacation. These people are extremely difficult to deal with as they truly don’t read the Attending Physician form, they had requested clinical notes but only a couple months back and don’t care if the issue started earlier and you have reached your breaking point. After reading these reviews I can absolutely confirm and relate as they are truly awful and it feels like they are hired to deny you time off due to health reasons.

Took no less then 12 phone calls and 4 months to get an appointment. They did not have record of my first two phone calls.
After begging for help they threatened to hang up on me. Later they did. This is a company that's supposed to help with mental issues.

My wife 9 months later has giving up.

Horrible company to deal with. Asked for a counselling appointment and they booked it incorrectly 4 times. I had to rearrange my work schedule multiple times to try and accommodate each appointment. How does this support mental health???

Horrible company to have to deal with. Unsupportive and they just make you feel worse .
Case managers believe they are medical professionals and ask very personal questions .
They have your doctors fill out forms constantly, but then make their own medical judgements.
They are just gate keepers to avoid companies having to pay to support you, during times of need .

If I could rate 0 I would, totally misleading support. Felt patronising and unsupportive, made me feel worse after. They are not counsellors

The worst organization I have ever seen and dealt with.
No one there knows what they're doing, they have no sense of urgency, they can't change the simplest of things on file (address change, spousal changes etc), and after digging further, I found that most of their staff there hate their jobs and management.
USELESS!

They literally did nothing. The took the first triage call and said a provider would reach out. After 3 months not even a call from the provider but “they are still working on it”. A joke. They have made mental health a challenge.

This company’s call center reps customer service representatives are the most unknowledgeable, unprofessional and untrustworthy associates I’ve ever had to deal with when doing a benefits enrollment for my current employer. I’ve had to call up there 5 different times and each time I’ve called I’ve asked to speak to a supervisor and I’ve been told that there was no one present I could speak with to escalate the call to handle the issue I’ve been dealing with which is ridiculous and should’ve been handled long time ago.

How many ways can one company screw up? This company manages the COBRA program for my former employer. Invoices are mailed past the due date for payment. They lie about the date they’ve mailed invoices. Payments are credited to the wrong account. They take 3-4 weeks or more to process payments and notify/pay providers, resulting in healthcare coverages being terminated. There doesn’t appear to be a system for electronic billing and payment. No way to call them to rectify an issue - I have to go through an Associate Director at my former company to fix things (multiple times). Simply a total shitshow.