TELUS Health
EAP
See a comprehensive overview of the pros and cons of the TELUS Health EAP, formerly known as LifeWorks.
TELUS Health EAP overview
TELUS Health is the global giant of the category: a Canadian telecoms subsidiary that bought LifeWorks (formerly Morneau Shepell) for CAD 2.9 billion in September 2022 and now claims to support 67 million lives in more than 160 countries. The EAP and app were rebranded from LifeWorks to TELUS Health One during 2023.
The product is a broad wellbeing platform: EAP counselling sits alongside perks and discounts, wellbeing assessments, financial and legal advisory and telehealth, all fronted by the TELUS Health One app.
In the UK it is distributed directly and through partners such as Generali group protection. It suits multinationals that want one contract across many countries, and its public review profile is strikingly split: the app scores 4.6 on the App Store while the service scores 1.3 on Trustpilot.
At a glance
Trustpilot rating:
1.3
/ 5
EAP type:
Wellbeing platform
Number of clients:
67m lives
HQ:
Canada
Services:
On-demand counselling
Next day sessions
Neurodivergence support
Integrations
Plan options:
Trial available
Flexible pricing options
No exit fees
Counselling on TELUS Health
Employees access counselling through the TELUS Health One app, web platform or 24/7 phone lines. Counselling is short-term and solution-focused, delivered by a large mixed network of employed and affiliate counsellors by phone, video, chat and in person. UK contracts typically include around 6 sessions per issue, set by the employer; a premium Total Mental Health tier adds care navigators and richer care plans.
The waiting-time reputation is poor. Recent reviews describe a four-week wait for a response to a couples counselling request, missed appointment calls with no follow-up, and difficulty reaching a human through the app's automated flows. Employers themselves report high complaint volumes from staff.
Counsellor-side reviews describe quotas of 6 to 7 clients a day, which critics link to the quality issues end users report.
Other services on TELUS Health
Integrations
The platform integrates EAP, perks and discounts, wellbeing assessments and financial tools, and can plug into employer benefits programmes and insurers (Generali in the UK). The app is the front door for everything.
Confidentiality
Standard EAP confidentiality applies within clinical bounds. The App Store privacy label notes health data, identifiers and contact information may be collected and linked to identity, and some reviewers say the wellbeing quizzes feel oriented to work performance rather than the individual.
Extras
Legal and financial consultations, child and elder care resources, career services, critical incident support and manager consultations are included in the standard model.
TELUS Health EAP reviews
See what others say about
TELUS Health
Best reviews for TELUS Health
App breadth and convenience
The 4.6-rated app is praised for bundling counselling access, wellbeing content and shopping perks in one place, and some users credit the EAP with real recovery.
Fast practical services
Reviews praise quick organisation of onward care, such as physio after a video consultation, and useful cashback perks inherited from LifeWorks.
Bad reviews for TELUS Health
Access failures and waits
Multiple 2025 and 2026 reviews describe weeks-long waits for a first response, counsellors who never call, and systems that fail exactly when urgent help is needed.
Impersonal and hard to navigate
Reviewers describe the experience as patronising, with free questionnaires and videos easy to find while a human counsellor is not.
In Summary
TELUS Health is the one-contract-everywhere option: 160+ countries, deep service breadth, and an app employees genuinely rate. For a multinational consolidating dozens of local EAPs, that has real value.
The problem is what happens when someone actually needs counselling. A 1.3 Trustpilot score, month-long waits reported in 2025 and 2026, employer complaints about system failures, and counsellor quotas all point the same way: the platform is bigger than the care.
UK-only employers are paying for global infrastructure they do not need, delivered through a network model that reviews suggest is stretched thin.
How TELUS Health compares to Spill
On TELUS, UK reviews describe four-week waits to hear back about counselling. On Spill, an employee opens Slack or MS Teams, books in one click, and is usually talking to a BACP-registered counsellor from the top 5 percent of applicants the same day. Sessions are unlimited, not capped at 6 per issue, and available 7am to 9:30pm, 7 days a week, in 15+ languages.
TELUS contracts are quote-based and multi-year; Spill is £75 a month upwards on a rolling 30 day contract with no exit fees, live within hours of signing up. You are never locked into a service your team has stopped using.
Choose TELUS Health if you are a multinational that needs one EAP contract across dozens of countries. Choose Spill if your team is UK-based and you want unlimited same-day therapy people can book themselves, with no month-long queues.
Book a demo to see how fast your team could be live, or compare every provider in our best UK EAP providers guide.