Group benefits - Frequently asked questions for plan administrators

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Billing & administration
Eligibility updates

How do I enrol or re-enrol members?

To enrol or re-enrol members, log into the secure site, and select "add member" for new members or search for and select the appropriate member to re-enrol.

How do I change a member’s personal information?

To update a member's personal details, log in to the secure site and find the member you want to update. Then, select the information you need to change.

How do I change a member’s salary or terminate coverage due to a change in employment status?

To update a member's salary or employment status, sign in to the secure site and find the member you want to update. Then, from the member coverage summary page, select the transaction you need to complete.

How can a “late applicant” get coverage?

If you have a plan member in need of a late applicant review, please reach out to our Plan Administrator Customer Service Centre for assistance.

How do I sign up for access to the secure site?

To register for the secure site, contact your plan administrator manager.

How can I learn to use the secure site more efficiently?

For tips on using the secure site, sign in to the secure site. Under “Online training library,” choose a video on the topic you're interested in.

How do I change all plan members’ salaries at once?

To update the salaries of all members simultaneously, log in to the secure site, go to "Manage my members," and then select "Make bulk changes."

How do I order forms and brochures?

To order forms and brochures for your members:

Sign in to the secure site
Select “Plan documents”
Under “Forms and brochures”, click “Find forms or brochures”.
Under “Administrative forms” and “Miscellaneous Forms”, click “Group Benefits Material Re-order”.

How do I sign up for pre-authorized premium payments?

To pay premiums directly from your organization’s bank account:

Sign in to the secure site
Select “Plan documents”
Under “Forms and brochures”, click “Find forms or brochures”.
Under “Administrative forms” and “Miscellaneous Forms”, click “Premium Pre-Authorized Debit Form”.

You can also call us at 1-866-318-2727 (English) or 1-866-445-2727 (French) and ask us to mail you the Pre-Authorized Debit (PAD) form.

Where can I find my bills?

To locate your bills, log in to the secure site and click on "Billing & Statements" in the side menu.

Where can I find my members’ class and division?

To access or modify a member's personal information, such as their location, class, or plan, log in to the secure site and locate the member.

Can I add Health Care Spending Account, Taxable Spending Account, and employee assistance program and/or Medical Second Opinion to my plan?

You may be able to add these options, but it will require amending your contract. For more information, email soumissions_quotes@manulife.ca and include your company name and the size of your group.

How do I correct the hourly salary for members?

To access or modify a member's personal information, log in to the secure site and locate the member. Then, you can choose the information to view or update.

Where can I find details about a member such as date of birth, current salary or hire date?

To access or modify a member's personal information, sign in to the secure site and locate the member. From there, you can choose the information to view or update.