Mr. Chair, we are here today to reiterate our ongoing commitment to making this right.
As part of this commitment, Canada Life implemented a customer service action plan. This reduced call centre wait times. It accelerated claims payments and it escalated urgent cases. This included, as noted previously, extending call centre hours to seven days a week, doubling our call centre agents and adding more claims examiners. It also included introducing urgent escalation process channels to identify and resolve special cases.
We've also worked hard to be transparent to plan members throughout this period, publicly posting our progress on improving service standards and updating frequently asked questions on a regular basis.
Our action plan is working. Call wait times, as noted, are now, on average, within approximately one to three minutes, and claims are being processed within approximately two days.
Our top priority now is maintaining service levels so that all public service health care plan members—