How to submit claims online video

Introduction: This video is a step-by-step process on how to submit a claim on Manulife’s group benefits site or app for all Manulife customers.

On screen: Upbeat music plays in the background and Manulife logo appears on the screen.

On screen: A hand icon slides to the right. Then, “How to submit a claim online” text fades into the scene.

Voiceover: Submitting claims online is the fastest, easiest way to get your benefits processed. In this video, I’ll show you how to submit a claim online.

On screen: The voiceover talent starts to speak. A green background fades in, then an arrow icon appears on the left side of the text “Fast”. Under the arrow icon, a dotted line appears as it pulls up a thumbs up icon alongside a text saying, “Easy”. Followed by a check icon and text “Convenient”.

Voiceover: Start by logging on to the plan member site and selecting submit a claim.

On screen: A laptop slides in the center of the screen displaying the user’s group benefits account homepage. On the homepage, the user will see three buttons below the webpage banner. These buttons are: “Submit a claim”, “My benefits card”, and “Send documents”. Then, a coral rectangle appears and selects the “Submit a claim” button.

Voiceover: Click continue to go to the submitted claim page. Choose the plan that you want to claim pay from.

On screen: A new landing page appears and displays a dialogue box. The dialogue box states a welcome message and a list of required documents saying: “Welcome to the Health and Dental claim submission! You may need to attach supporting documents with your claim, such as: Receipts, Explanation of Benefits (EOB) statement from another insurance carrier, Physician statement or prescription. For audit purposes, please keep your documents for 12 months after submitting this claim.” Under these statements, a “Cancel” button on the left, and a “Continue” button on the right are also shown. Then, a coral rectangle appears and selects the “Continue” button.

As the webpage changes, the laptop scales down to the right side of the screen. The new webpage shows three easy steps in submitting a claim.

On the first section of this webpage, the user has four options in reimbursing his or her claim from the following: “my Health or Dental plan”, “my health or Dental plan first, and any remaining balance from my Health Care Spending Account”, “my Health Care Spending Account only”, and lastly, “my Live Well Account”. These options are displayed as radio buttons.

A coral rectangle appears and highlights each of the radio buttons. It first highlights “my Health or Dental plan” button. Then, the coral rectangle moves down and highlights the second radio button, “my Health or Dental plan first, and any remaining balance from my Health Care Spending Account”. And lastly, it highlights “my Health Care Spending Account only” button. As each button is highlighted, a graphic icon and a corresponding text appear on the left side of the laptop. These texts are: “Health or dental plan”, “Health or dental plan first, then healthcare spending account”, and lastly “Healthcare spending account only”.

Voiceover: From the dropdown menu, choose the type of service you’re claiming. Is it for dental? Health? Paramedical? Or Other.

On screen: A dropdown menu pops up on the reimburse my claim section showing the types of service, followed by a coral rectangle that highlights the Dental section, then it moves down and highlights the Health section, and the Paramedical section. As each of the sections in the dropdown menu is being highlighted, a graphic icon and a text fade in one after the other on the left side of the screen. These texts are: “Dental”, “Health”, “Paramedical”, and “Other”.

Voiceover: Next, choose the person whose claim is for. Is it for yourself or a family member? If you have additional coverage available, for example through your spouse’s plan; be sure to include that information so we could coordinate coverage and get you the maximum payment back.

On screen: The green background fades out and changes to dark navy. Then, the laptop scales up at the center of the screen.

Below the notice “Your plan might not have coverage for all the items on the list. Check your plan details to be sure.” is another dropdown menu stating, “If your dependent is not listed please contact your plan administrator choose a family member”. A coral rectangle fades in and highlights a name from the “Choose a family member” dropdown menu, “Michael Seliga, 22 Mar 1964 Self” then scrolls down to the next name “Kathy Seliga, 12 May 1965 Spouse” and then the coral rectangle fades out. The page scrolls up then a coral rectangle appears and highlights the “*Do you have other coverage?” section then the landing page fades out.

Voiceover: Now we need to know who provided the service. If they’re already in our system, select their name from the list. If it’s a new service provider, enter their information into the system and click continue.

On screen: The Submit a claim page fades in at the laptop’s screen. This page displays the following sections: first is, “Dentist from your records” in which the user has the overview of the dentist’s details. Below the dentist’s details is a note saying, “Online dental claims are limited to a maximum submission of $1400 per day”. Under this note are quick links to the “List of dental claims that cannot be submitted online”, and “Treatments over $500 should be pre-approved”.

A coral rectangle appears and highlights the service provider details from the Dentist records section.

Then, both of the coral rectangle and service provider details fade out. A new button labelled as “Add service provider” appears. Below the button are quick links for “Need help reading your receipt?”, and “Requirements for an eligible social worker claim”. Then, a coral rectangle selects the “Add service provider” button.

Then, the “Select service provider” page fades in at the laptop’s screen. This page displays “Search service provider” section.

A text displayed stating, “Review your receipt and enter provider’s information below. You must select the province and complete at least one or more field to continue.” The fields that the user needs to provide are the following: “Province of service”, “Registration number”, “Postal Code”, and “Provider’s phone number”.

Voiceover: Next, enter the expense information for your claim. The details required will vary depending on the type of service provider.

On screen: A new page fades in. On the upper section is the “*Enter the expenses and submit”. Under this section, a button “Add Expense” is displayed. A coral rectangle appears and highlights the button. Then, the page fades out.

Voiceover: Now save the expense submission and attach any receipts or required documents. Before submitting your claim, check that your banking and contact information are correct. Direct deposit is the fastest way to get your money back and it’s easy to set up.

On screen: The green background fades in, then the laptop scales down to the right side of the screen while a new landing page fades in followed by a save icon and text “Save” appears on the left side of the screen. A coral rectangle appears and highlights the Attachments section of the page while a paper icon and text “Attach supporting document” appear at the left side of the screen. Then, a new page appears containing the banking and contact information of the user. Then, a hand icon and text “Get your money back faster with direct deposit” fade in at the left side of the screen.

Voiceover: Finally, read the Terms and conditions, check the consent box, and submit your claim. The confirmation page lets you know that your claim has been successfully submitted. Make a note of the confirmation number, for reference.

On screen: The laptop scales up at the center of the screen while a new landing page fades in. A coral rectangle appears and highlights the Terms, conditions & authorization box then the coral rectangle scales down to the “I have read and agree with the terms, conditions and authorization.” button then slides down to the “Submit” button and then fades out after.

Voiceover: You can also find a record of your claim by clicking recent claims from your homepage.

On screen: The group benefits site homepage fades in followed by a coral rectangle and highlights the “Your claims” section of the page. Then,the laptop exits to the left side of the screen.

Voiceover: Submitting claims online is fast and easy. And when you download the Manulife mobile app, you can submit claims, anytime, anywhere.

On screen: A mobile phone slides up at the right side of the screen showing the login page of the Group Benefits, and Retirement mobile app followed by “Submit claims on the go” text at the left side of the screen. Below the text are download icons for IOS App Store and Google Play Store.

Voiceover: These are just some of the ways, Manulife makes managing your benefits, easy and secure.

On screen: The Manulife logo end slate fades in with the Company disclosure that states “The Manufacturers Life Insurance Company (Manulife). Manulife, Manulife & Stylized M Design, and Stylized M Design are trademarks of the Manufacturers Life Insurance Company and are used by it, and by its affiliates under license. © 2021 The Manufacturers Life Insurance Company. All rights reserved. Accessible formats and communication supports are available upon request. Visit Manulife.ca/accessibility for more information. Accessible formats and communication supports are available upon request. Visit Manulife.ca/accessibility for more information.”