MSH Public Service Health Care Plan (PSHCP) Member Portal
Welcome to the MSH Member Portal for the Public Service Health Care Plan (PSHCP)


An update from MSH International to PSHCP members


At MSH International (MSH), we are dedicated to ensuring you have reliable access to your health benefits when you need them.


Since the Public Service Health Care Plan (PSHCP) Emergency Travel Assistance Services and Comprehensive Coverage transitioned to MSH, the member experience has not met the expected level of service for which we strive. We want to assure you that we are committed to getting things right.

When the PSHCP transitioned to MSH on July 1, 2023, a significant number of claims needed immediate attention. This created a backlog of claims to process which was then further increased by the cyber incident from earlier this year. Please rest assured, we are working hard to improve claims processing times for you.

To help accelerate improvements to your plan member experience, we have implemented a Customer Service Action Plan that focuses on 3 core priorities:

    • reduce contact centre wait times
    • improve claims processing times
    • establish a process to ensure urgent cases are escalated appropriately

What you can expect from us
As part of our Customer Service Action Plan, you can count on:

    • Shorter contact centre wait times
    We are adding more agents to the contact centre every day, and wait times are reducing. The average wait for urgent or emergency calls is 5 minutes and we are working hard to reduce the average for non-emergency calls. With ongoing recruitment, we expect further improved response times in the coming weeks.

    • Faster claims processing times
    While we have already processed more than 17,000 member claims, we are rapidly adding more claims processors to both reduce the claim backlog and improve the turnaround time for new submissions.

    • Escalated urgent and priority cases
    Some situations require immediate attention. We have leveraged Canada Life’s Urgent needs escalation process to help ensure urgent claims and issues are quickly identified and prioritized by our teams.

    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 hardship related to your claim, this escalation process will ensure your claim is handled as a priority. Only claims that have already been submitted to MSH International (MSH) can be escalated.

    If you are experiencing a medical emergency, you can call our contact centre within North America (toll-free) at 1-833-774-2700 or (collect) at 1-365-337-7427 for international calls. Press ‘1’ for your call to be immediately routed to an agent. Please do not use this option if your call is not urgent or an emergency.

    • Greater transparency
    We have added an MSH Service Dashboard to provide you with the average contact centre and claim processing wait times and we have posted a Frequently Asked Questions (FAQ) page that provides you with more information. We will keep them both updated as wait times continue to improve.

    • Enhanced member portal experience
    An improved MSH PSHCP Member Portal is coming soon. We are working on enhancements that will provide you with a simplified registration page and the ability to view your MSH claims history, claims status and explanation of benefits (EOB) statements online. If you have not created an account yet, we recommend you do so to take advantage of the updated digital experience and checking claims status.


Committed to you
At MSH, we are committed to ensuring that you have reliable access to your health benefits whether you live and work outside of Canada or are travelling.

We have more work to do and we will continue to implement our Customer Service Action Plan to improve our services for you.

Thank you for your continued patience and understanding.

To PSHCP members,


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

Frequently Asked Questions


Find all our contact information below:

Emergency travel assistance services and comprehensive coverage contact center

North America 1-833-774-2700
(1-833-PSHCP-00) (toll-free)
International: 1-365-337-7427 (collect)

Both numbers are available 24/7.

MSH is currently experiencing extremely high call volumes.
We are working closely with Canada Life to improve our service times.
If you’re experiencing an emergency, please press 1 and continue to hold. We will answer your call as soon as possible.
We sincerely apologize for the inconvenience. We appreciate your continued support and patience.

Claims address:

PO Box # 4903 STN A
Toronto, ON Canada
M5W 0B1

MSH processes the following claims:

Supplementary Coverage: Emergency Travel Assistance (ETA) claims
Claim form available here
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Comprehensive Coverage: Claims outside of Canada
Claim form available here
LOGIN

Urgent needs escalation process

We recognize that some claims require immediate attention. That’s why we’re expanding our processes to ensure urgent claims are quickly identified and prioritized by our teams. Read process >