I don't know which doctors Canada Life is getting its advice from, because in some cases, people who need life-sustaining medication are being asked to take the generic version, even though it causes so many side effects that it jeopardizes their health.
Instead of understanding their situation, the plan administrator is asking people to provide even more documentation. Meanwhile, they aren't getting the medication they need to survive. They are being asked to make a choice: either submit the paperwork to prove that they genuinely need the brand-name drug, not the generic, to survive, or take the generic drug, which has the same effect as taking nothing at all, in other words, death.
Do you understand that?