Group Benefits
Frequently asked questions for plan members

Your most recent claims are listed on the website and the app. On the website and in the app, each claim includes a progress bar on the right side of each claim listing. The progress bar indicates where a claim is in the review process.

To see your most recently processed claims:

On the web:

1. Sign in to your plan on the website.
2. Recent claims are shown on the home page. You can also find more of your claims under the Claims Hub, found under Common Tasks in the top right corner of your home page.

On the app:

1. Sign in to your plan on the app.
2. Click Claims at the bottom of your screen to find your recent claims.

To search for specific claims:

On the web:

1. Sign in to your plan on the website.
2. Find and click on Claims in the left navigation, then click on Claims Hub. A listing of your claims appears. You can also find the Claims Hub in the upper right corner of your home page, under Common Tasks.
3. To find a specific claim, use the filters at the top of the list.

This feature is not available on the app.

It takes up to five business days to process a claim, provided you include all receipts and/or paperwork required to support the claim (when you first sent it in). Otherwise, the process may take longer.

If you have direct deposit, add one or two more business days for funds to be deposited into your account. If you receive your money by cheque, please add standard mailing timelines to that (to allow time for mail delivery).

Your most recent claims are listed on the website and in the app. On the website, each claim includes a progress bar on the right side of each claim listing. The progress bar indicates where a claim is in the review process.

To see your most recently processed claims:

On the web:

1. Sign in to your plan on the website.
2. Recent claims are shown on the home page.

On the app:

1. Sign in to your plan on the app.
2. Click Claims at the bottom of your screen to find your recent claims.

To search for specific claims:

On the web:

1. Sign in to your plan on the website.
2. Find and click on Claims in the left navigation, then click on Claims Hub. A listing of your claims appears. You can also find the Claims Hub in the upper right corner of your home page, under Common Tasks.
3. To find a specific claim, use the filters at the top of the list.

This feature is not available on the app.

Once we’ve received your claim, it will usually be processed within five business days. If you’re signed up for direct deposit, allow one to two business days for the deposit to be processed. If you receive your payments by cheque, allow standard mailing times.

Firstly, we would like to state that every group benefits plan is unique to each employer and insurer. The information we provide here is therefore general in nature, and subject to the terms and conditions of each individual plan.

‘Reasonable and customary’ (R + C) describes the amount a group benefits provider (i.e. insurer) would expect a health, dental or extended health care provider to charge one of their members for a service. The insurance company establishes those amounts – considered a ‘realistic and expected’ charge for a service – as a starting point for settling claims.

Based on what that R + C amount is, the insurance provider then determines how much of what a member is claiming will be covered, according to that member’s plan.

Expense amounts are subject to R + C limitations because fees across different geographical locations vary. In addition, some health care providers charge more than others for the same service, due to individual fee schedules

Insurance companies adjudicate claims based on what they determine as the standard amount charged for a particular service, according to:

• the prevailing rate for that service provincially
  
• fee guides for a specific profession under its regulatory body (e.g., dental fee guide, medical association guide)

Download Manulife Mobile today:

For easier group benefits plan management, anytime, anywhere, consider downloading the Manulife Mobile app. Available through the Apple App Store or the Google Play™ store for Android™, it’s the only app you need to manage your group benefits plan. Through the app you can submit your claims, review statements, check benefits balances, find health care providers near you, and more.

Apple and App Store are trademarks of Apple Inc., registered in the U.S. and other countries and regions.

Firstly, we would like to state that every group benefits plan is unique to each employer and insurer. The information we provide here is therefore general in nature, and subject to the terms and conditions of each individual plan.

Spouses may have separate benefits plans through their separate employers. If they are set up on their plans as having coordination of benefits with each other, they can make group benefits claims to their own and each other’s plans, provided they are cited as spouses of the other on their account. Manulife has published a page on coordination of benefits. This resource explains how to make a claim for yourself, how your spouse can make a claim, and how to make a claim for a child.

In practice, when one person needs to make a claim, they will submit the claim to their employer’s group benefits provider first. Then, once that claim’s completed, if there are any outstanding amounts, they can submit that amount to their spouse’s employer’s plan. In this way, a plan member may be reimbursed up to 100% of the cost for the service or item. 

Once a couple becomes registered on each other’s group benefits plans, claim payments involving both plans may start to happen automatically. For example, for regular dental appointments, once the dentist has your particulars, they may submit claims immediately to your provider, and then to your spouse’s provider, without you needing to take any independent action.

Download Manulife Mobile today :

For easier group benefits plan management, anytime, anywhere, consider downloading the Manulife Mobile app. Available through the Apple App Store or the Google Play ™ store for Android™, it’s the only app you need to manage your group benefits plan. Through the app you can submit your claims, review statements, check benefits balances, find health care providers near you, and more.

Apple and App Store are trademarks of Apple Inc., registered in the U.S. and other countries and regions.

Firstly, we would like to state that every group benefits plan is unique to each employer and insurer. The information we provide here is therefore general in nature, and subject to the terms and conditions of each individual plan.

If both parents in a family have separate group benefits plans, the rule is that they must first submit the child’s expense to the plan of the parent whose birthday is closest to January 1^st. Any leftover amounts not covered by that parent’s plan may then be submitted to the other parent’s group benefits plan. This is another way families can cover their health and dental costs, through coordination of benefits.

In rare cases, both parents may actually have the same birthday. In that situation, the parent whose first name initial comes first in the alphabet is the plan you submit the child’s claim to first (e.g., if your name starts with ‘A’ for Alice, and the other parent’s first name starts with ‘J’ for Jordan, the claim would be submitted to Alice’s plan first, then Jordan’s plan).

Download Manulife Mobile today :

For easier group benefits plan management, anytime, anywhere, consider downloading the Manulife Mobile app. Available through the Apple App Store or the Google Play ™ store for Android™, it’s the only app you need to manage your group benefits plan. Through the app you can submit your claims, review statements, check benefits balances, find health care providers near you, and more.

Apple and App Store are trademarks of Apple Inc., registered in the U.S. and other countries and regions.

Firstly, we would like to state that every group benefits plan is unique to each employer and insurer. The information we provide here is therefore general in nature, and subject to the terms and conditions of each individual plan.

When submitting claims for two individuals covered under the same plan, each claim needs to be submitted separately (i.e., one for each individual who’s covered under the plan). Claims processing may take time as the insurance company may need to connect with the dental office to confirm information. Depending on the work involved: 

• the group benefits provider may have asked the dentist for more information or records (which takes time to deliver on).
•  if the claims are complex, it may take more time to finalize the coverage amount.
• the group benefits plan provider may need to confirm the claim is eligible for reimbursement, in accordance with the plan details (e.g., that annual maximums for dental services have not been reached).

One way to be reimbursed for claims paid out of pocket, perhaps faster, is to sign up for Direct Deposit. That way, funds coming back to you (once the claim has been assessed and finalized) will just appear as a deposit right in your bank account.

For more information to set up Direct Deposit, visit our Direct Deposit resource page. If you are reimbursed by cheque, however, you’ll need to factor in the time it takes for a cheque to get to you via regular mail.

Download Manulife Mobile today :

For easier group benefits plan management, anytime, anywhere, consider downloading the Manulife Mobile app. Available through the Apple App Store or the Google Play ™ store for Android™, it’s the only app you need to manage your group benefits plan. Through the app you can submit your claims, review statements, check benefits balances, find health care providers near you, and more.

Apple and App Store are trademarks of Apple Inc., registered in the U.S. and other countries and regions.

Firstly, we would like to state that every group benefits plan is unique to each employer and insurer. The information we provide here is therefore general in nature, and subject to the terms and conditions of each individual plan.

Employers (also called plan sponsors or administrators) provide new members or employees coverage options they make available through their group benefits plan. Employees may need to decide between more than one plan option. If that’s the case (and it not always is the case), the plan option that employee decides on impacts how much a claim will be covered.

Depending on the plan details, certain amounts may be covered, according to several different factors, as set out in this table:

Download Manulife Mobile today :

For easier group benefits plan management, anytime, anywhere, consider downloading the Manulife Mobile app. Available through the Apple App Store or the Google Play™ store for Android™, it’s the only app you need to manage your group benefits plan. Through the app you can submit your claims, review statements, check benefits balances, find health care providers near you, and more.

Apple and App Store are trademarks of Apple Inc., registered in the U.S. and other countries and regions.

Manulife routinely audits online claims. You’re required to your receipts for 12 months from the date you submit a claim.

Yes, once you are registered on the site or in app, you can submit your claims online. To do so:

1. Sign in to your plan on the website, or mobile app .
2. Click Submit a claim.
3. Follow the steps to submit your claim.

Learn more about how to submit your Manulife group benefits claims.

Rules:

You can submit your claim online if:

• You incurred the expense in Canada.
• You have already paid for and received the service.
• The payment should be made to you.
• The claim is for you.
• The claim is for your spouse and they aren’t covered by another plan.
• The claim is for your dependant(s) if your spouse is not covered by another plan OR your spouse is covered by another plan, but you are the parent whose birthday (month and day) falls earlier in the year.
• The service provider type is listed in the Online Claim Submission tool.
• Your plan includes the Online Claim Submission feature.

Please submit all other claims on paper.

Learn more about how to submit your group benefits claims.

Firstly, we would like to state that every group benefits plan is unique to each employer and insurer. The information we provide here is therefore general in nature, and subject to the terms and conditions of each individual plan.

Some group benefits plans cover different kinds of providers, and all options may not be visible in the dropdown menu. For Manulife group benefits plan members, the ‘Service not listed’ category under Health – and ‘Provider not listed’ category under Paramedical – give you the option to submit a claim that doesn’t fit into one of the categories provided in our list.

For example, for a health claim, your options may include Ambulance, Diagnostic/lab tests or medical tests, Medical equipment, Orthopedic and custom-made shoes, Orthotics, Pharmacy, Support/elastic/compression stockings and Vision care.

For a paramedical (extended) health claim, your options may include: Acupuncturist, Athletic therapist, Audiologist/Hearing test, Chiropodist, Chiropractor, Massage therapist, Physiotherapist, Psychologist, and more. But if you have an expense and paid out-of-pocket for a service, drug or other item that doesn’t quite fit into any one of those categories, those claims can still be made and sent in to Manulife using the ‘Service’ or ‘Provider not listed’ category.

Download Manulife Mobile today :

For easier group benefits plan management, anytime, anywhere, consider downloading the Manulife Mobile app. Available through the Apple App Store or the Google Play ™ store for Android™, it’s the only app you need to manage your group benefits plan. Through the app you can submit your claims, review statements, check benefits balances, find health care providers near you, and more.

Apple and App Store are trademarks of Apple Inc., registered in the U.S. and other countries and regions.

It depends on the type of expense. In most cases, you need to include an itemized receipt and claim form. Some expenses may require additional supporting documentation, such as a physician’s referral.

Here are the steps to submit a drug claim on the website:

1. Sign in to your plan on the website.
2. Find and click on the Claims tab in the left navigation.
3. Next click on Submit a claim and wait for the Health and dental claim submission window to open.
4. Click on Continue.
5. Follow the prompts to complete the process and submit your claim.

On the app:

1. Sign in to your plan on the app.
2. Click on the Submit a claim button (top left corner of the app screen). The New Claim window opens.
3. Under Claim types, scroll down to Pharmacy. Click on Drug.
4. Follow the prompts

We need to approve certain drugs for coverage before you get your prescription filled. To apply for prior authorization, print and complete the Drug Prior Authorization form. 

Find health and dental claim forms on our public website or:

1. Sign in to your plan on the website.
2. Find and click on Information and Assistance in the left navigation.
3. Click on Forms, then click on Claim Forms.
4. Use the Search function in the top right of the screen to narrow your search. Forms are in alphabetical order and can be subdivided into types of forms using the Filters (located under the Search field).

To submit your claim on paper:

1. Print and complete the appropriate health or dental claim form.
2. Attach your receipts and supporting documentation.
3. Mail it to the address on the form.

Mail your claim to the address at the bottom of your claim form. 

Health and dental claim forms are available on our public website or:

1. Sign in to your plan on the website.
2. Find and click on Information and Assistance in the left navigation.
3. Click on Forms, then click on Claim Forms.
4. Use the Search function in the top right of the screen to narrow your search. Forms are in alphabetical order and can be subdivided into types of forms using the Filters (located under the Search field).
   

Many health care providers can submit your claims directly to us. Often, you only have to pay out-of-pocket for the amount that is not covered by your plan. Check with your health care provider to see if they’re set up to submit claims directly to us on your behalf. You can also use our Health Care Provider Search tool to find providers who can submit claims on your behalf.

Note: the above only applies if your plan includes the Provider eClaims feature

To see what services your plan covers:

1. Sign in to your plan on the website.
2. Find and click on Coverage in the left navigation.
3. Under Your Benefits, click on View Benefits Booklet.
   

If your plan does not include an online Benefits Booklet, your plan administrator at work may be able to supply you with information about services your plan covers. You may also contact our Customer Service Centre to inquire about coverage for a specific type of expense.

Firstly, we would like to state that every group benefits plan is unique to each employer and insurer. The information we provide here is therefore general in nature, and subject to the terms and conditions of each individual plan.

Group benefits plan providers or sponsors (e.g., an employer) design group benefits plans together with the insurance company (e.g., Manulife). During that plan design process – between the sponsor and the insurance company (when the program gets set up or later modified) – decisions are made as to how that particular plan will operate.

Coverage may be based on the calendar year (January to December), or on a policy year (i.e., from the first day your benefits begin, for a 12-month period). Or, in some instances, coverage may be based on a bi-annual schedule (i.e., coverage limits set for a two-year period). Every plan specifies the maximum amounts payable over a specific length of time (e.g., over 12 months, over 24 months), under each category.

Information about the limits of your plan coverage amounts are detailed in a separate document or a benefits plan booklet. Your employer or plan administrator can provide you a copy of your document or booklet, upon request. 

Depending on your benefits plan, the document or benefits plan booklet may be available online, after you sign in to your secure group benefits plan member account. Sometimes, the plan sponsor provides this document or booklet as part of a welcome package that is sent to new plan members when they first begin their group benefits plan. Also, if your benefits are through an employer, your employer may post the booklet on your internal company intranet site.

Download Manulife Mobile today :

For easier group benefits plan management, anytime, anywhere, consider downloading the Manulife Mobile app. Available through the Apple App Store or the Google Play™ store for Android™, it’s the only app you need to manage your group benefits plan. Through the app you can submit your claims, review statements, check benefits balances, find health care providers near you, and more.

Apple and App Store are trademarks of Apple Inc., registered in the U.S. and other countries and regions.

Firstly, we would like to state that every group benefits plan is unique to each employer and insurer. The information we provide here is therefore general in nature, and subject to the terms and conditions of each individual plan.

Basic dental care includes having regular checkups and cleanings with a dentist or dental hygienist. Those regular appointments may include x-rays plus cleanings and fluoride treatment. Follow-up appointments (e.g., to fill any cavities identified during the checkup) can be considered a part of basic care. Depending on the plan, basic services may also include tooth extractions, periodontic services and endodontic services (e.g., root canals).

Dentists typically bill according to the fee guides established by their provincial dental association. Different dental care providers may charge different amounts for the same type of treatment, depending on their location (i.e., province), and that clinic’s fee schedule. Each dental procedure has its own code according to the fee schedule. An itemized claim from the dental office will set out the code and fee associated with each part of the treatment provided during the dental appointment.

Before your first appointment, it may be helpful to call ahead to the dental office to ask whether they’ll automatically submit insurance claims on your behalf (right after the appointment), or if you’ll be expected to pay the full amount. If the insurer pays the dentist directly, you would need to pay just any additional amount your plan doesn’t cover. If the dentist does not submit claims to your insurer directly, you’d then pay the dentist directly and ‘make a claim’ from the insurance provider to be reimbursed for the amount your group benefits plan will cover.

Information about what’s covered under your plan for dental work would be detailed in your benefits plan booklet (or the plan member document that goes into more detail about all of your coverage). Your employer or plan administrator can provide you a copy of your booklet upon request.

Your benefits plan information may also be available online, after you sign in to your secure group benefits plan member account. Or, the plan sponsor may have provided this document or booklet as part of a welcome package, sent to new plan members when they first begin their group benefits plan.

Download Manulife Mobile today:

For easier group benefits plan management, anytime, anywhere, consider downloading the Manulife Mobile app. Available through the Apple App Store or the Google Play™ store for Android™, it’s the only app you need to manage your group benefits plan. Through the app you can submit your claims, review statements, check benefits balances, find health care providers near you, and more.

Apple and App Store are trademarks of Apple Inc., registered in the U.S. and other countries and regions.

Firstly, we would like to state that every group benefits plan is unique to each employer and insurer. The information we provide here is therefore general in nature, and subject to the terms and conditions of each individual plan.

In some cases, group benefits plans do include vision coverage. Each plan sets out what type of vision care may be covered, and any maximums allowed per year, every two years, or over a member’s lifetime. Coverages may include reimbursement for costs related to eye exams, visual training, prescription glasses, contact lenses or eye surgery.

Members may pay for vision care out of pocket, and get reimbursed after they submit their paid invoice and make a claim to their insurer. Or the insurer may get billed directly by the provider, with the member then being asked to pay for the remainder. Some vision care providers ask members to pay for other services up front as well, including orthoptic exams or tonometry.

Some vision claims need to be made through a paper claim, rather than online through a website or mobile app (e.g., expenses related to severe corneal astigmatism, keratoconus, aphakia, and more).

Depending on the plan, where vision care coverage may be included, the eye exams may be covered in part or in full. However, for individuals diagnosed with diabetes, they may be fully covered for annual eye exams through a provincially-funded public health program. We would encourage individuals to confirm with their doctor or health care provider whether they qualify for annual eye exams under any government health program. Meanwhile, other vision care expenses, according to plan details, would be covered for these individuals as well, in accordance with their group benefits plan.

Download Manulife Mobile today :

For easier group benefits plan management, anytime, anywhere, consider downloading the Manulife Mobile app. Available through the Apple App Store or the Google Play ™ store for Android™, it’s the only app you need to manage your group benefits plan. Through the app you can submit your claims, review statements, check benefits balances, find health care providers near you, and more.

Apple and App Store are trademarks of Apple Inc., registered in the U.S. and other countries and regions.

Firstly, we would like to state that every group benefits plan is unique to each employer and insurer. The information we provide here is therefore general in nature, and subject to the terms and conditions of each individual plan.

To get reimbursed for the cost of a massage according to the limits and specifics of your plan, you’ll want to first confirm your massage therapist is a licensed practitioner, and registered in the province in which they’re practicing. Most group benefits plans will only help cover costs associated with receiving massage therapy if the provider has an eligible qualification, as determined by the insurer.

In regulated provinces, which include Ontario and British Columbia, Newfoundland and Labrador, New Brunswick and Prince Edward Island, the provider must be registered with the regulatory body. For the remaining non-regulated provinces, the provider must be licensed through an approved provincial association. Costs incurred for massage therapy provided by practitioners who are not members of a regulatory body or approved provincial association in their province may not be covered.

There’s also usually a limit or maximum dollar value associated with extended health care benefits that dictates how much a member can claim. For example, depending on the plan, you may have been allocated $500 annually for massage therapy. But under some benefit plans, the maximum is shared with other benefits (e.g., chiropractor, physiotherapy, etc.). You therefore may not have the full $500 to use for massage if you want to use the benefit for other health care services too.

The cost of a massage in your geographic area, combined with the allocation you have available to cover the cost, will determine how many massages may be covered.

Download Manulife Mobile today :

For easier group benefits plan management, anytime, anywhere, consider downloading the Manulife Mobile app. Available through the Apple App Store or the Google Play ™ store for Android™, it’s the only app you need to manage your group benefits plan. Through the app you can submit your claims, review statements, check benefits balances, find health care providers near you, and more.

Apple and App Store are trademarks of Apple Inc., registered in the U.S. and other countries and regions.

You may be able to add or change your coverage on the website. To inquire about whether you can add/change coverage, talk to your plan administrator at work.

Firstly, we would like to state that every group benefits plan is unique to each employer and insurer. The information we provide here is therefore general in nature, and subject to the terms and conditions of each individual plan.

In some cases, group benefits insurance providers give you access to a digital ‘tool’ you can use to confirm if a drug is covered under your plan, and how much of the cost will be covered. Having this tool available, anytime, anywhere, can make it easier for you to find out what your drug coverage includes. It’s important to note that the results presented by the tool are estimates, and should be used for informational purposes only.

For Manulife group benefits customers, the tool is available after signing in to the secure group benefits account on the website, or while using the Manulife Mobile app.*

On the website:

On the website, after signing in, find and click on Coverage in the left navigation, then under Coverage & Balances you’ll find My Drug Plan.

To confirm if a drug is covered, click on My Drug Plan and follow the prompts to find out. Select the patient, the province where the drug will be purchased, then enter the drug name or drug identification number (DIN). Next, click ‘Search’. 

An estimate of how much your plan will cover and the amount you will need to pay will be displayed. Note: the Manulife tool also helps you look for a particular drug at nearby pharmacies, and for a lower cost. Under Pharmacy savings search, a screen that comes up after the tool has searched for your drug, you can click on the link to find out where you can get the drug for less.

On the mobile app:

On the mobile app, after signing in, you can click on the Pharmacy savings search tile, located at the bottom of the app home screen, select a patient’s name, type in the drug name or DIN in the search field, then click on ‘Search’. An estimate of the drug cost, how much your plan will cover, and the amount you will need to pay will be displayed. The tool will also show names of some pharmacies near you that may offer that drug at a lower price.

Download Manulife Mobile today :

For easier group benefits plan management, anytime, anywhere, consider downloading the Manulife Mobile app. Available through the Apple App Store or the Google Play ™ store for Android™, it’s the only app you need to manage your group benefits plan. Through the app you can submit your claims, review statements, check benefits balances, find health care providers near you, and more.

Apple and App Store are trademarks of Apple Inc., registered in the U.S. and other countries and regions.

It depends on what coverage has changed. If your spouse's coverage has only been adjusted but your spouse still has coverage, you do not need to report it.

If your spouse has lost coverage for specific benefits, you will need to report it.

Depending on your plan, you may be able to update it online.

1. Sign in to your plan on the website.
2. Find and click on My account in the left navigation. Then click on My Personal Information.
3. Click on the My family tab.
4. Find your spouse, and click the Edit icon.
5. On the Edit a family member screen, find Are they covered under another plan?
6. Click No and then Save.

If you do not have access to update it online, contact your HR department for assistance in updating your spouse's benefit status.

Learn more about coordination of benefits.

Depending on your plan, you can update your child's student status on the website:

1. Sign in to your plan on the website.
2. Find and click on My account in the left navigation. Then click on Manage My Plan.
3. Click on Change in eligibility of Dependents in the What’s happening dropdown, then insert a date to answer When did this event happen?
4. Find your child, and click the Edit icon.
5. On the Edit a family member screen, confirm your child’s student status.
   
6. Click Save.

If this option is not available to you, give us a call at 1-800-268-6195 and our representatives can help you.

Firstly, we would like to state that every group benefits plan is unique to each employer and insurer. The information we provide here is therefore general in nature, and subject to the terms and conditions of each individual plan. 

Diabetes management can be challenging, and the costs significant. Group benefits plans can help mitigate some of those costs, if there is coverage, as determined by the plan sponsor. Many provincial government health programs may cover some costs for diabetes management, including continuous glucose monitors, test strips, syringes, insulin pumps, and more.

Your first step would be to check with your government health plan to find out how much of the cost they may cover. If they include all or part of the insulin pump cost, you may want to start the purchase process with them. Then, in accordance with your particular group benefits plan – if the plan covers medical equipment, like insulin pumps – you would submit a claim for any remaining amounts you had to pay to your group benefits provider any amounts you had to pay.

If both parents have separate group benefits plans with different organizations or employers, through co-ordination of benefits (COB) up to 100% of the insulin pump cost may be covered.

Please note: Not all plans cover insulin pumps. To understand what your plan covers, please check your benefits booklet or plan details, or call Manulife’s call centre.

Download Manulife Mobile today :

For easier group benefits plan management, anytime, anywhere, consider downloading the Manulife Mobile app. Available through the Apple App Store or the Google Play™ store for Android™, it’s the only app you need to manage your group benefits plan. Through the app you can submit your claims, review statements, check benefits balances, find health care providers near you, and more.

Apple and App Store are trademarks of Apple Inc., registered in the U.S. and other countries and regions.

Firstly, we would like to state that every group benefits plan is unique to each employer and insurer. The information we provide here is therefore general in nature, and subject to the terms and conditions of each individual plan.

CPAP machines are medical equipment prescribed to treat obstructive sleep apnea syndrome. These devices work to keep airways open while a person sleeps and provides them the oxygen they need.

To get approved for coverage for a CPAP machine, a sleep physician must certify the plan member has been diagnosed with sleep apnea. Certain diagnostic tests are performed to confirm sleep disruption, and to what level. Once the patient is diagnosed with sleep apnea, the sleep physician would then prescribe a CPAP machine the same way a doctor prescribes medication to treat other illnesses.

CPAP machines are expensive but, like insulin pumps, the cost may be covered (in part) by a government health program. Your first step would be to check if such a program exists in your province. Then, one would look to their group benefits plan to find financial support. (Note that through coordination of benefits, if both you and your spouse have different group benefits health insurance group benefits plans, a larger amount of the overall cost for the device may be covered.)

It's important to remember that not all group benefits plans cover CPAP machines, depending on the terms of your particular plan and the medical information provided by your doctor. If you receive a prescription to purchase one, before you do it’s important to explore ways to pay for it. Details about what’s covered for medical equipment would be included in your group benefits booklet, or from your plan administrator. One step may be to request a predetermination of coverage amount from the insurer. If your group benefits plan is with Manulife, you may wish to call the Manulife call centre at Group Benefits to confirm levels of coverage, if any, and how to request a predetermination if you do have coverage.

Download Manulife Mobile today :

For easier group benefits plan management, anytime, anywhere, consider downloading the Manulife Mobile app. Available through the Apple App Store or the Google Play™ store for Android™, it’s the only app you need to manage your group benefits plan. Through the app you can submit your claims, review statements, check benefits balances, find health care providers near you, and more.

Apple and App Store are trademarks of Apple Inc., registered in the U.S. and other countries and regions.

Firstly, we would like to state that every group benefits plan is unique to each employer and insurer. The information we provide here is therefore general in nature, and subject to the terms and conditions of each individual plan. 

Children under age 21*, whether they are biological, adopted or a stepchild, can be covered under your plan. They must be dependent on you, not married and not working full-time. Your stepchild must be living with you to be eligible.

In some cases, children over the age of 21 may also qualify for coverage for additional years. For example:

• if they are a student, attending an accredited school, college or university, not married or working full-time, and under age 25 (Note: proof of attendance at a post-secondary institution on a full-time basis would be required for coverage to continue), or
• if they have a mental or physical disability and are dependent on you for support, maintenance and care due to the disability, are not married or are not able to work full-time

*Confirm with your plan administrator that this age limit applies to your group benefits plan, as there may be exceptions.

Download Manulife Mobile today :

For easier group benefits plan management, anytime, anywhere, consider downloading the Manulife Mobile app. Available through the Apple App Store or the Google Play ™ store for Android™, it’s the only app you need to manage your group benefits plan. Through the app you can submit your claims, review statements, check benefits balances, find health care providers near you, and more.

Apple and App Store are trademarks of Apple Inc., registered in the U.S. and other countries and regions.

Depending on your plan, you may have access to add or remove a family member from your plan online. To confirm, please access your account
(via desktop) to:

1. Sign in to your plan on the website.
2. Find and click on My account in the left navigation. Then click on Manage My Plan.
3. Click the applicable answer in the What’s happening dropdown, then insert a date to answer When did this event happen?
4. On the Your family screen, click on Add to add a child or click on Remove to remove a family member.
5. Click Next and continue to follow the prompts until you reach the end and click Save.

If for any reason this functionality proves unavailable when you need to make a change, please give us a call at 1-800-268-6195, and we’ll provide instructions on what to do next.

You may be able to convert your group life, health and dental coverage to individual coverage. For more information, call 1-800-268-6195.

To set up your Manulife ID and connect it to your new Group Benefits plan:

1. Go to the Set up a Manulife ID page.
2. Follow the steps to set up your Manulife ID.
3. If you’re an existing user connect your Group Benefits plan to your Manulife ID.
4. If you’re new to Manulife group benefits, we just need a bit more information to connect you.

Returning visit?

The way you sign in is changing. We’ve introduced Manulife ID to make it easier for you to sign in by setting up your own custom username. Manulife ID also makes it easier to reset your password and to retrieve your username if you forget them.

Learn more about Manulife ID here.

If you’re using the mobile app to access your group benefits account, a Manulife ID is required.

To sign in go to id.manulife.ca and enter your Manulife ID username and password and sign in.

You'll then be asked where you'd like to go. Click on the Group Benefits tile, then click Go under the plan that you want to access.

First time signing in?

To set up your Manulife ID and connect it to your new Group Benefits plan:

1. Go to the Set up a Manulife ID page.
2. Follow the steps to set up your Manulife ID.
3. If you’re an existing user connect your Group Benefits plan to your Manulife ID.
4. If you’re new to group benefits, we just need a bit more information to connect you.

You can also set up your Manulife ID and connect it to your new Group Benefits plan on the app. Open the app and follow the steps.

Watch this video on how to set-up your Manulife ID.

These numbers are found on your benefits card, which you can find on the plan member site under Coverage, Your Benefits, or on the Manulife Mobile App. You can also download a benefits card onto your digital wallet from the app. Your plan contract number and member certificate number are also provided on Claims statements.

To find your benefits card on the website:

1. Sign in to your plan on the website.
2. Find and click on Coverage at the top of the left navigation. Next click on Your Benefits.
3. Then click on My Benefits Card.
4. A picture of the card opens in a new window and you can print or download it from there.

To find your benefits card on the app:

1. Sign in to your plan on the app.
2. On the landing screen, scroll down until you find an item titled Benefits card.
3. To add it to your digital wallet, click Add to WalletPasses or Add to Apple wallet on the bottom right.

Note: If you need your number for other medical or dental benefits, you can access additional info by pressing the three dots in the top right of the wallet app once the Manulife benefits card has been selected.

Also called your Plan contract number and Member certificate number, these numbers are found on your benefits card. You can find your benefits card on the plan member site under Your Benefits or on the Manulife Mobile App. You can also download a copy of your benefits card onto your digital wallet from the app. These numbers are also written on Claims statements.

To find your benefits card on the website:

1. Sign in to your plan on the website.
2. Under the Coverage tab, click Your benefits.
3. Click My Benefits Card and your card will apear in another window. You can print or download the card from there.

To find your benefits card on the app:

1. Sign in to your plan on the app.
2. On the landing screen, scroll down until you find an item titled Benefits card.
3. To add it to your digital wallet click on the button on the bottom right of the screen that reads Add to WalletPasses or Add to Apple wallet.

Note: If you need your number for other medical or dental benefits, you can access additional info by pressing the three dots in the top right of the wallet app once the Manulife benefits card has been selected.

If you forgot your password and need to reset it:

1. Go to id.manulife.ca.
2. Click Forgot your password and follow the steps to reset your password.

Or if you want to change it for security purposes:

1. Sign in to your plan.
2. On the homepage, under Profile click Manage your Manulife ID.
3. Follow the steps to reset your password.

You can reset your password on the app by following the same steps from the app sign-in screen.

Follow these easy steps:

1. Go to the sign-in page.
2. Click Forgot your password and follow the steps to reset your password.

You can reset your password on the app by following the same steps from the app sign-in screen.

Follow these easy steps:

1. Go to the sign-in page.
2. Click Forgot your username and enter your email address.
3. Follow the steps to recover your username.

You can recover your username on the app by following the same steps from the app sign-in screen.

You can download the Manulife Mobile app on both android-enabled and Apple phones.

If accessing from an Android device:

1. Locate the Google Play Store on your phone.
2. Type ‘Manulife Mobile’ in the search bar.
3. Click on the download icon and launch Manulife Mobile.

If accessing from an iPhone device:

1. Locate the App Store on your phone.
2. Type ‘Manulife Mobile’ in the search bar.
3. Click on the download icon and launch Manulife Mobile.

Learn more about the app

If you received a passcode from Manulife to verify your identity through a two-step authentication process - but you didn't ask for one – that could mean:

• Someone with a similar username as you made an error entering information, which triggered our reaching out to you in error (this is usually the case).
• Someone may be trying to sign in to your account using your Manulife ID.

The reason we have two-step authentication is to prevent someone other than yourself from signing in to your account. If you received a code, that means the security protection is working.

If you find yourself in this situation, you can do one of three things:

1. Ignore the email, as the attempted sign in will fail without the second step being completed.
2. Sign in to your account and review your information to confirm all is well.
3. Contact us – find our contact information (according to business segment) on our contact us page.

The instructions below do not apply to all plans. If you are unable to update your information using the instructions below, talk to your HR representative.

Direct deposits are easier and faster than cheques. To set up direct deposit:

1. Sign in to your plan on the website.
2. Find and click on My account in the left navigation. Then click on My Personal Information.
3. Under My banking information click on the Edit icon and enter your branch (transit) number, institution number and account number.

You cannot set up direct deposit on the app, you have to use the website to do so.

You can find your benefits card on the plan member site under Coverage, Your Benefits or on the Manulife Mobile app.

You can also download a benefits card onto your digital wallet from the app. The Manulife Mobile app allows you to view and download your benefits card to your phone. You can save it on your Apple Wallet or Android WalletPasses app. If accessing from an Android device, download WalletPasses on from the Google Play store prior to loading your benefits card.

To find your benefits card on the website:

1. Sign in to your plan on the website.
2. Under the Coverage tab, click Your Benefits.
3. Click My Benefits Card and your card will appear in another window. You can print or download the card from there.

To find your benefits card on the app:

1. Sign in to your plan on the app.
2. On the landing screen, scroll down until you find an item titled Benefits card.
3. To add it to your digital wallet, click on the button on the bottom right of the screen that reads Add to WalletPasses or Add to Apple wallet.

Note: If you need your number for other medical or dental benefits, you can access additional information by pressing the three dots in the top right of the wallet app once the Manulife benefits card has been selected.

Note: the instructions below do not apply to all plans. If you are unable to update your information using the instructions below, call the Customer Service Centre at 1-800-268-6195 for directions specific to your plan.

To update your personal information, including your email, phone number and address:

1. Sign in to your plan on the website.
2. Find My Account in the left navigation, then click on My Personal Information.
3. Update your information.

To update your banking information:

1. Sign in to your plan on the website.
2. Find My Account in the left navigation, then click on My Personal Information.
3. From Personal Information, follow the prompts to update your banking Information (i.e., transit number, institution number, account number, if applicable).

To update your beneficiary information, if your life insurance is with Manulife:

1. Sign in to your plan on the website.
2. In the left navigation menu, click on Information & Assistance. Then click on Forms. Then click on Administration Forms to find the Change of Beneficiary form.
3. Complete the form and submit it as per the instructions on the form.
   

Locate the App store on your iPhone or Google Play store on your Android device. Search and download the app named ‘Manulife Mobile’.

If you do not have a Manulife ID, first set up your Manulife ID and connect it to your new Group Benefits plan:

1. Launch the Manulife Mobile app.
2. Follow the steps to set up your Manulife ID.
3. If you’re an existing user connect your Group Benefits plan to your Manulife ID.
4. If you’re new to group benefits, we just need a bit more information to connect you.

If you have a Manulife ID, launch the Manulife Mobile app and input your Manulife ID username and password to log in. 

You can manage your benefits plan, submit claims, see your coverage details, and access your benefits card. At the same time, you can access care, tools, and resources available to you.

Yes, you can now chat with one of our agents right in the app using the live chat function on the home page. Our agents are available during the hours of operation, Monday to Friday from 9 a.m. to 7 p.m. ET (9 a.m. to 5 p.m. ET for French).

The health profile is an optional questionnaire you can complete that helps you obtain an ever-evolving view of your personal health. By doing so, the Manulife Mobile app will provide relevant insights that can enrich your experience with your benefits plan and your health.

The health profile that’s part of the Manulife Mobile experience is an optional step.

Completing the health profile may help you obtain an ever-evolving view of your personal health. Doing so will allow us to provide you with relevant insights that can enrich your experience with your benefits plan and health. If you choose not to complete your health profile, you can still use the Manulife Mobile app, but you won’t be able to benefit from the full, personalized experience that it offers.

Programs and activities help motivate you towards a healthier future. They provide education and resources on benefits literacy, managing chronic conditions such as mental health conditions, cardiovascular disease, and diabetes, as well as general health and wellness – all of which can help inform you on how to take care of your health proactively. Additionally, when you complete programs and activities, you can earn streaks and badges. We’re also excited to bring Aeroplan points to the Manulife Mobile app soon.

Yes. The Manulife Mobile app can be connected to wearable devices that work with Apple Health or Google Fit. In the enhanced Manulife Mobile app, you can connect your wearable device by heading to ‘Settings’, then tap ‘Apps and devices’. Select the brand you would like to connect the app with, and you’re set.