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The switch to Canada Life left many federal public servants begging for benefits

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On July 1, 2023, the federal government switched insurance providers from Sun Life to Canada Life.

The transition was supposed to be seamless. For hundreds, if not thousands, of federal public servants, retirees and their families, it was anything but.

Within days of the switch, CBC began receiving phone calls and emails from Canadians affected by the change — people whose benefits had suddenly and for no apparent reason been cut off, leaving them on the hook for expensive treatment or medication.

When they tried to reach the company to resolve their issues, many spent hours on hold. Some never got through to an agent. Overnight, families across the country were suddenly left begging for benefits.

CBC Ottawa shared many of their stories, and in several cases Canada Life swiftly resolved their problems. Months later, the company apologized before a parliamentary committee for what their clients had gone through.

Here are some of their stories.

The Hartlings

Dorène and Stephen Hartling enrolled in the Canada Life system well before the July 1, 2023 switchover, but since then they’ve spent days trying to get through to someone at the company about their health and dental benefits. (Kimberley Molina/CBC)

Worried about whether her monthly $1,800 medication would be covered, Dorène Hartling told CBC she called Canada Life close to two dozen times in one week but never reached an agent.

Her pharmacist had warned that with other customers insured under the Public Service Health Care Plan, it had been hit-and-miss.

Hartling was the first to share her Canada Life story with CBC.

Louise Sullivan and Mike Fairhead

 

With her husband’s physio benefits reduced, she’s worried he’ll lose the progress he’s made

5 months ago

Duration 1:38

Because of changes to the Public Service Health Care Plan, Louise Sullivan said her husband Mike is giving up the majority of his physiotherapy treatments which, after a stroke eight years ago, have allowed him to retain some mobility and regain some independence.

Louise Sullivan and Michael Fairhead, both retired federal public servants in their mid-60s, enjoyed an active life before Fairhead suffered a stroke eight years ago and lost function on most of his right side.

Coverage for his physiotherapy had been practically unlimited, but under Canada Life it was suddenly capped at $1,500 a year, forcing the couple to reduce Fairhead’s treatment to just once a week.

The McLaughlans

Briar McLaughlan was two when she was found without vital signs in a family pool in July 2022. She had been in the pool for up to 20 minutes and her mother performed CPR on her before she was rushed to hospital. (Francis Ferland/CBC)

For the McLaughlan family, everything changed in July 2022, when their two-year-old daughter Briar nearly drowned and suffered brain damage.

The little girl defied the odds, and after spending four months in hospital, she returned home to Kingston, Ont.

After the switch to Canada Life, the family had to fight for the same level of coverage that Briar had received before the accident, forcing them into debt and facing difficult choices due to their mounting costs.

Gloria Timothy and her granddaughters

 

‘The bills have added up:’ Canada Life switch leaves family unable to access late father’s military benefits

 

Gloria Timothy has been caring for her granddaughters for nearly six years, but since the federal government’s switch to Canada Life insurance coverage, she’s been suddenly unable to claim the girls’ medical benefits.

Gloria Timothy has been caring for her two teenage granddaughters for six years now. The girls are entitled to medical benefits through their father, a deceased Canadian military veteran. Their mother is no longer in their lives.

Under Sun Life, Timothy had no problem claiming expenses for the girls’ therapy and other medical needs, but that all changed after July 1.

Despite numerous attempts to explain her situation to the company, Timothy said Canada Life agents refused to deal with her because she’s not officially listed under her son-in-law’s plan.

That left Timothy, who’s retired and on a fixed income, paying out of pocket and facing some difficult choices.

Elizabeth Stagg

(Submitted by Elizabeth Stagg)

Elizabeth Stagg said she was effectively left to starve because the coverage for the formula she needed to live was significantly reduced when the federal government switched insurance providers.

That left Stagg, whose intestines had stopped functioning after she suffered a blood infection, on the hook for hundreds of dollars a month.

“It’s scary because [with] the economy, everything is so expensive these days, just trying to find the money to live,” Stagg said. “And here I may not be able to find the money to eat.”

The Namiesniowskis

 

She couldn’t afford her asthma treatment after coverage changes with Canada Life

Janice Namiesniowski was feeling hopeful when she started treating her asthma with Xolair, an injectable drug that costs $2,264.70 per treatment. But she can’t afford it unless it’s partially covered under her insurance plan, and her coverage was suddenly cut off when Canada Life took over the Public Service Health Care Plan in July.

For decades, Janice Namiesniowski’s severe asthma left her feeling like she was “breathing through a straw.”

Then she tried an expensive new drug called Xolair, which was largely covered under her husband Conrad’s health plan. The transformation was remarkable.

But after the switch to Canada Life, their coverage ended and Namiesniowski was forced to stop taking the drug.

Federal committee gets involved

A sign is seen on the headquarters of Canada Life in Toronto, May 7, 2009. The parent company of Canada Life, Great-West Lifeco Inc, reported profits that were lower than analysts had estimated. (Peter Jones/Reuters)

In October, the federal government announced a parliamentary committee would look into how the switch to Canada Life had left many public servants without the coverage they’d been promised.

Among the details the committee will study is the process by which the contract was awarded to Canada Life, as well as possible measures to restore adequate coverage for federal public servants and their dependents.

Hundred of emails

Kari Hentzelt has Ehlers Danlos Syndrome and says without a specific medication, she can suffer up to 20 migraines a month. (Submitted by Kari Hentzelt)

Following a week-long series telling the stories of Canadians affected by the insurance switch, CBC heard from many more who’d had similar experiences.

While Canada Life had intervened to resolve some cases, it quickly became evident there were many, many more awaiting resolution.

Who’s to blame?

(CBC)

The unions representing public servants say the federal government should have done more to ensure a smoother transition when the country’s largest health-care plan switched to Canada Life.

The Public Service Alliance of Canada (PSAC) compared the switch to the adoption of the Phoenix pay system, which left workers underpaid, overpaid or not paid at all.

An apology

Ryan Weiss, Canada Life’s vice-president of national accounts, appeared via video call at the standing committee on government operations and estimates in Ottawa on Dec. 7, 2023. (ParlVu)

Representatives from Canada Life apologized at a House of Commons committee studying its rocky transition to becoming the administrator of the country’s largest health-care plan.

Representatives of Canada Life appeared by video call before the House of Commons standing committee on government operations and estimates.

“To those who had a poor service experience these past months: we are sorry,” said Ryan Weiss, Canada Life’s vice-president of national accounts.

 

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STD epidemic slows as new syphilis and gonorrhea cases fall in US

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NEW YORK (AP) — The U.S. syphilis epidemic slowed dramatically last year, gonorrhea cases fell and chlamydia cases remained below prepandemic levels, according to federal data released Tuesday.

The numbers represented some good news about sexually transmitted diseases, which experienced some alarming increases in past years due to declining condom use, inadequate sex education, and reduced testing and treatment when the COVID-19 pandemic hit.

Last year, cases of the most infectious stages of syphilis fell 10% from the year before — the first substantial decline in more than two decades. Gonorrhea cases dropped 7%, marking a second straight year of decline and bringing the number below what it was in 2019.

“I’m encouraged, and it’s been a long time since I felt that way” about the nation’s epidemic of sexually transmitted infections, said the CDC’s Dr. Jonathan Mermin. “Something is working.”

More than 2.4 million cases of syphilis, gonorrhea and chlamydia were diagnosed and reported last year — 1.6 million cases of chlamydia, 600,000 of gonorrhea, and more than 209,000 of syphilis.

Syphilis is a particular concern. For centuries, it was a common but feared infection that could deform the body and end in death. New cases plummeted in the U.S. starting in the 1940s when infection-fighting antibiotics became widely available, and they trended down for a half century after that. By 2002, however, cases began rising again, with men who have sex with other men being disproportionately affected.

The new report found cases of syphilis in their early, most infectious stages dropped 13% among gay and bisexual men. It was the first such drop since the agency began reporting data for that group in the mid-2000s.

However, there was a 12% increase in the rate of cases of unknown- or later-stage syphilis — a reflection of people infected years ago.

Cases of syphilis in newborns, passed on from infected mothers, also rose. There were nearly 4,000 cases, including 279 stillbirths and infant deaths.

“This means pregnant women are not being tested often enough,” said Dr. Jeffrey Klausner, a professor of medicine at the University of Southern California.

What caused some of the STD trends to improve? Several experts say one contributor is the growing use of an antibiotic as a “morning-after pill.” Studies have shown that taking doxycycline within 72 hours of unprotected sex cuts the risk of developing syphilis, gonorrhea and chlamydia.

In June, the CDC started recommending doxycycline as a morning-after pill, specifically for gay and bisexual men and transgender women who recently had an STD diagnosis. But health departments and organizations in some cities had been giving the pills to people for a couple years.

Some experts believe that the 2022 mpox outbreak — which mainly hit gay and bisexual men — may have had a lingering effect on sexual behavior in 2023, or at least on people’s willingness to get tested when strange sores appeared.

Another factor may have been an increase in the number of health workers testing people for infections, doing contact tracing and connecting people to treatment. Congress gave $1.2 billion to expand the workforce over five years, including $600 million to states, cities and territories that get STD prevention funding from CDC.

Last year had the “most activity with that funding throughout the U.S.,” said David Harvey, executive director of the National Coalition of STD Directors.

However, Congress ended the funds early as a part of last year’s debt ceiling deal, cutting off $400 million. Some people already have lost their jobs, said a spokeswoman for Harvey’s organization.

Still, Harvey said he had reasons for optimism, including the growing use of doxycycline and a push for at-home STD test kits.

Also, there are reasons to think the next presidential administration could get behind STD prevention. In 2019, then-President Donald Trump announced a campaign to “eliminate” the U.S. HIV epidemic by 2030. (Federal health officials later clarified that the actual goal was a huge reduction in new infections — fewer than 3,000 a year.)

There were nearly 32,000 new HIV infections in 2022, the CDC estimates. But a boost in public health funding for HIV could also also help bring down other sexually transmitted infections, experts said.

“When the government puts in resources, puts in money, we see declines in STDs,” Klausner said.

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The Associated Press Health and Science Department receives support from the Howard Hughes Medical Institute’s Science and Educational Media Group. The AP is solely responsible for all content.

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World’s largest active volcano Mauna Loa showed telltale warning signs before erupting in 2022

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WASHINGTON (AP) — Scientists can’t know precisely when a volcano is about to erupt, but they can sometimes pick up telltale signs.

That happened two years ago with the world’s largest active volcano. About two months before Mauna Loa spewed rivers of glowing orange molten lava, geologists detected small earthquakes nearby and other signs, and they warned residents on Hawaii‘s Big Island.

Now a study of the volcano’s lava confirms their timeline for when the molten rock below was on the move.

“Volcanoes are tricky because we don’t get to watch directly what’s happening inside – we have to look for other signs,” said Erik Klemetti Gonzalez, a volcano expert at Denison University, who was not involved in the study.

Upswelling ground and increased earthquake activity near the volcano resulted from magma rising from lower levels of Earth’s crust to fill chambers beneath the volcano, said Kendra Lynn, a research geologist at the Hawaiian Volcano Observatory and co-author of a new study in Nature Communications.

When pressure was high enough, the magma broke through brittle surface rock and became lava – and the eruption began in late November 2022. Later, researchers collected samples of volcanic rock for analysis.

The chemical makeup of certain crystals within the lava indicated that around 70 days before the eruption, large quantities of molten rock had moved from around 1.9 miles (3 kilometers) to 3 miles (5 kilometers) under the summit to a mile (2 kilometers) or less beneath, the study found. This matched the timeline the geologists had observed with other signs.

The last time Mauna Loa erupted was in 1984. Most of the U.S. volcanoes that scientists consider to be active are found in Hawaii, Alaska and the West Coast.

Worldwide, around 585 volcanoes are considered active.

Scientists can’t predict eruptions, but they can make a “forecast,” said Ben Andrews, who heads the global volcano program at the Smithsonian Institution and who was not involved in the study.

Andrews compared volcano forecasts to weather forecasts – informed “probabilities” that an event will occur. And better data about the past behavior of specific volcanos can help researchers finetune forecasts of future activity, experts say.

(asterisk)We can look for similar patterns in the future and expect that there’s a higher probability of conditions for an eruption happening,” said Klemetti Gonzalez.

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The Associated Press Health and Science Department receives support from the Howard Hughes Medical Institute’s Science and Educational Media Group. The AP is solely responsible for all content.

The Canadian Press. All rights reserved.

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Waymo’s robotaxis now open to anyone who wants a driverless ride in Los Angeles

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Waymo on Tuesday opened its robotaxi service to anyone who wants a ride around Los Angeles, marking another milestone in the evolution of self-driving car technology since the company began as a secret project at Google 15 years ago.

The expansion comes eight months after Waymo began offering rides in Los Angeles to a limited group of passengers chosen from a waiting list that had ballooned to more than 300,000 people. Now, anyone with the Waymo One smartphone app will be able to request a ride around an 80-square-mile (129-square-kilometer) territory spanning the second largest U.S. city.

After Waymo received approval from California regulators to charge for rides 15 months ago, the company initially chose to launch its operations in San Francisco before offering a limited service in Los Angeles.

Before deciding to compete against conventional ride-hailing pioneers Uber and Lyft in California, Waymo unleashed its robotaxis in Phoenix in 2020 and has been steadily extending the reach of its service in that Arizona city ever since.

Driverless rides are proving to be more than just a novelty. Waymo says it now transports more than 50,000 weekly passengers in its robotaxis, a volume of business numbers that helped the company recently raise $5.6 billion from its corporate parent Alphabet and a list of other investors that included venture capital firm Andreesen Horowitz and financial management firm T. Rowe Price.

“Our service has matured quickly and our riders are embracing the many benefits of fully autonomous driving,” Waymo co-CEO Tekedra Mawakana said in a blog post.

Despite its inroads, Waymo is still believed to be losing money. Although Alphabet doesn’t disclose Waymo’s financial results, the robotaxi is a major part of an “Other Bets” division that had suffered an operating loss of $3.3 billion through the first nine months of this year, down from a setback of $4.2 billion at the same time last year.

But Waymo has come a long way since Google began working on self-driving cars in 2009 as part of project “Chauffeur.” Since its 2016 spinoff from Google, Waymo has established itself as the clear leader in a robotaxi industry that’s getting more congested.

Electric auto pioneer Tesla is aiming to launch a rival “Cybercab” service by 2026, although its CEO Elon Musk said he hopes the company can get the required regulatory clearances to operate in Texas and California by next year.

Tesla’s projected timeline for competing against Waymo has been met with skepticism because Musk has made unfulfilled promises about the company’s self-driving car technology for nearly a decade.

Meanwhile, Waymo’s robotaxis have driven more than 20 million fully autonomous miles and provided more than 2 million rides to passengers without encountering a serious accident that resulted in its operations being sidelined.

That safety record is a stark contrast to one of its early rivals, Cruise, a robotaxi service owned by General Motors. Cruise’s California license was suspended last year after one of its driverless cars in San Francisco dragged a jaywalking pedestrian who had been struck by a different car driven by a human.

Cruise is now trying to rebound by joining forces with Uber to make some of its services available next year in U.S. cities that still haven’t been announced. But Waymo also has forged a similar alliance with Uber to dispatch its robotaxi in Atlanta and Austin, Texas next year.

Another robotaxi service, Amazon’s Zoox, is hoping to begin offering driverless rides to the general public in Las Vegas at some point next year before also launching in San Francisco.

The Canadian Press. All rights reserved.

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