Ambassadors raise alarm as government staff abroad struggle to access health coverage

All of Canada's top diplomats have taken the extraordinary step of writing a joint letter to their superiors warning of an «untenable» situation as their health insurance provider fails to process claims for Canadian staff working abroad.

The letter, obtained by CBC News, is written on behalf of all Canada's heads of mission and ambassadors around the world.

«What was already a challenging situation has become further untenable due to the cyber attack» on the company providing health-care coverage, the letter states. It is addressed to deputy ministers at Global Affairs Canada (GAC).

That company, MSH International, said a «cyber incident» was detected on Feb. 9. It has paused claims processing while an investigation is underway.

In their letter, the diplomats note the real-life consequences of uncertain access to health-care coverage.

«We are also aware of employees foregoing and/or postponing medical treatments (e.g. psychological treatments, physiotherapy and some drug treatments) due to concerns that they may not be reimbursed,» they say in the letter.

Diplomatic sources who spoke to CBC News emphasized the stress that these challenges have placed on some employees.

In a recent report looking at the future of the foreign service and the need to modernize and improve recruitment, the Senate's foreign affairs and international trade committee recommended that the government put more resources into better supporting families abroad.

The problem also affects retirees who are relying on the coverage.

Retired Canadian ambassador Dennis Horak was travelling in the United States last October when his wife experienced a medical emergency that required hospitalization.

Horak said it took him nearly three days to get hold of MSH