Information and Q&A on Pharmacy Choice Concerns
March 7, 2024
We recently made an update so that Canadians supported by Manulife who take specialty medications to treat serious, chronic, and often life-threatening conditions will be able to fill their prescriptions at any pharmacy of their choice.* Home delivery will also continue to be an option.
For members currently in our SDC program, you are not required to change how you currently access your medications, or the service you receive.
If you have questions or would like to talk to us about changing your pharmacy, please call us at 1-800-565-4710. We are working swiftly to make your specialty drug prescription available at the pharmacy of your choice. The technological requirements to automate this process are expected to be fully operational by the end of April. Until then, Manulife Group Benefits members must speak with a customer service representative to request a change in pharmacy.
*Note: These changes impact our Specialty Drug Care program customers, which is less than one per cent of the Canadians we support. Across the rest of our business, we have always offered Canadians the option to choose their pharmacy.
Please see the FAQ for additional information.
- We are making an update so that Canadians supported by Manulife who take specialty medications through our Specialty Drug Care program to treat serious, chronic, and often life-threatening conditions will be able to fill their prescriptions at any pharmacy of their choice. Home delivery will also continue to be an option.
- We will be implementing this change swiftly and will provide updates on our website.
- For members currently in our SDC program, there is no change to how you currently access your medications, or the service you receive, and no action you need to take. More information will be communicated to members in the program as required.
- At Manulife, feedback is deeply rooted in our company’s long-standing history and culture. It is something that we encourage and value.
- This decision helps ensure that the Canadians we support have choice, access, and flexibility in managing their health. We are proud to partner with thousands of pharmacies across the country and contribute to a strong and healthy Canadian healthcare system.
- We will be implementing this change swiftly and will provide updates on our website.
- In the meantime, there will be no change for members who are currently enrolled in our SDC program. They can continue to receive their medications via Bayshore-affiliated pharmacies or at Shoppers / Loblaws.
The technological requirements to automate this process are expected to be fully operational by the end of April. Until then, Manulife Group Benefits members must call 1-800-565-4710 to speak with a customer service representative to request a change in pharmacy.
The technological requirements to automate this process are expected to be fully operational by the end of April. Until then, Manulife Group Benefits members must call 1-800-565-4710 to speak with a customer service representative to request a change in pharmacy. In order to make a pharmacy change, we must speak with members directly.
With this decision, 100 per cent of the Canadians we support will be able to receive their medications at a pharmacy of their choosing.
The program will evolve so that all members who take specialty medications to treat serious, chronic, and often life-threatening conditions will be able to fill their prescriptions at any pharmacy of their choice. Home delivery will also continue to be an option.
No. There will not be any impact to drug accessibility.
- The changes that we are making to the program are grounded in choice and flexibility.
- This decision ensures Canadians have choice, access and flexibility in managing their health.
“Our mission is: ‘Decisions Made Easier. Lives Made Better.’ To fulfill that, we have listened to and are addressing the concerns we have heard over the past week,” said Naveed Irshad, President and CEO, Manulife Canada. “Though this change impacts only a small number of our members, it helps ensure that all Canadians we support have choice, access, and flexibility in managing their health. We are proud to partner with thousands of pharmacies across the country and contribute to a strong and healthy Canadian healthcare system.”