Postal service disruption. We’re here to help.

Depending on your specific needs, you can communicate with us in several ways. These may include our online portals, chat, or by calling our contact centre. We are here to assist you.

We are pleased to offer drop boxes at four of our Canadian head offices. These drop boxes are located inside the main lobby and will be labelled ‘Manulife Incoming Mail Drop Off.’ The addresses and hours are below:

• 500 King St. N. Waterloo, ON. - Security Desk (hours of operation 7:00 am – 7:00 pm EST)
• 200 Bloor St E. Toronto, ON. - Security Desk (hours of operation 7:00 am - 6:30 pm EST)
• 2727 Joseph Howe Dr. Halifax, NS.– Security Desk (hours of operation 8:00 am – 6:00 pm AST)
• 2000 Rue Mansfield, 2nd Floor, Montreal, QC. – Customer Service Window (hours of operation 8:00 am – 5:00 pm EST)

Documents mailed before the strike may experience delays. If possible, please resend your document digitally for faster processing. Visit this FAQ to learn more about how to submit documents online.

Yes, we can put a stop payment on your cheque and send the money to you by direct deposit. Please call us at 1-800-268-6195 to help set that up. 

Yes. Manulife will have drop boxes available for forms and paper claim submissions in the following locations during the strike:

• 500 King St. N. Waterloo, ON N5J 4C6 - Security Desk (7:00 a.m. - 7:00 p.m. EST)
• 200 Bloor St E. Toronto, ON M4W 1E5 - Security Desk (7:00 a.m. - 6:30 p.m. EST)
• 2727 Joseph Howe Dr. Halifax, NS B3L 4G6 – Security Desk (8:00 a.m. - 6:00 p.m. AST)
• 2000 Rue Mansfield, 2nd Floor, Montreal, QC H3A 3N8 – Customer Service Window (8:00 a.m. - 5:00 p.m. EST)

For faster reimbursement, please set up your account online and add your bank information.

Here’s how to do it:

Visit Manulife.ca/planmember and select Sign in to sign in with your Manulife ID.

• Select Go under Your group benefits plans
• Select My Account
• Select My Personal Information
• Select Edit banking information

OR

Visit Manulife.ca/planmember and select Sign in to sign in with your Manulife ID.

• Select Go under Your group benefits plans
• Select My profile
• Select Edit my banking information

If you don’t have a Manulife ID yet, select Register now to create one.

You can check the status of your claims by signing into your account on the member website at Manulife.ca/planmember. Your claims history will be clearly displayed on the home page. 

On the Manulife Mobile app, tap on Claims at the bottom of your screen.

For Health and Dental, clients can submit claims and update address and banking information through SecureServe^®. We encourage clients to visit often to ensure their banking details are up-to-date to avoid interruption to premium payments and claims payouts. 

To pay online, go to your personal banking site and choose MANULIFE INDIVIDUAL INSURANCE from the list of payees. When it asks for your account number, add ILC to the front of your policy number (i.e. ILC1234567).  

Please reach out to your Disability Case Manager to arrange for authorization to communicate with you by email. This can be done in just a few easy steps.

To avoid delays, we recommend switching to electronic payments for timely and accessible transactions. If electronic payments are not available to you, please contact the call centre to discuss alternative options.

For Members to Receive Payments During the Strike:

For group retirement members: Before making a withdrawal, please ensure that your banking details are up to date and that you have chosen the Direct Deposit option instead of cheque. If you have already had a withdrawal issued as a cheque please call the Contact Centre to have the cheque reissued as a direct deposit.

For VIP room members: Like group retirement members, you can update your payment information online and reach out to the Contact Centre to have the cheque reissued as a direct deposit.

Unfortunately, if there is a Canada Post strike, Manulife will not reimburse late fees. To ensure timely payments, please switch to electronic payment methods.

You can submit documents via the secure file upload on our website or through the mobile app. We will also have drop boxes at the following locations, in the event of a strike:

• 500 King Street, Waterloo, Ontario
• 200 Bloor Street, Toronto, Ontario
• 900 Boul. Maisonneuve West, Montréal, Québec
• 2727 Joseph Howe Drive, Halifax, Nova Scotia.

You may also send documents and cheques by courier at your own expense.

Documents mailed before the strike may experience delays. If possible, please resend your document digitally for faster processing.

Contact your financial institution to confirm their policy during a potential strike. If other financial institutions need directions, they can contact our customer service.

You can sign in to our secure site to manage your plan. You can also download our mobile app if you haven’t already. Our digital platforms allow you to submit claims, receive statements/tax slips, and check on your investments.

For further assistance or escalations, our managers are available to handle any specific concerns. Thank you for your understanding and cooperation during this time.

Choose from one of the methods below to send a bill payment to Manulife:

1. Pre-authorized debit

To set up pre-authorized debit for monthly bill payments, please complete this Premium Pre-Authorized Debit (PAD) form and follow the instructions on the form to return it to Manulife. 

2. Online payment

To make your bill payment via online banking:

1. Go to your company's banking website
2. Choose Manulife Group Benefits Premium from the list of payees
3. When asked for your account number, enter your 7-digit contract (policy) number, followed by your 3-digit billing division (account) number. These numbers can be found on your billing statements. Be sure to include the zeros at the beginning of the contract number so there are a total of 10 digits (ex: 0012345 123).

How to pay online for multiple accounts or locations:

To pay for more than one account (or location), choose one of the following two options:

    1. Add Manulife Group Benefits as a payee for each account.

OR

    2. Choose one bank account to pay the total premium.

First, pay online by adding Manulife Group Benefits Premium as a ‘payee’. After making your payment, email the following details to GB_STMT_Capture@manulife.ca:

• Group name
• Group policy number
• Manulife accounts or location numbers
• Amount
• Payment details
  • List the payment amount for each account/location (group/division numbers)

3. Courier

Bill payment cheques can be couriered to Manulife using the following address:

Premium Administration - Billing
Manulife Financial - Sponsor Financial Services 500 G-B
500 King Street North
Waterloo, ON N2J 4C6

4. Drop-off locations

During the postal strike, Manulife is accepting bill payment cheques at the following drop-off locations:

• 500 King St. N. Waterloo, ON - Security Desk, 7:00 a.m. - 7:00 p.m. EST
• 200 Bloor St E. Toronto, ON - Security Desk, 7:00 a.m. - 6:30 p.m. EST
• 2727 Joseph Howe Dr. Halifax, NS – Security Desk, 8:00 a.m. - 6:00 p.m. AST
• 2000 Rue Mansfield, 2nd Floor, Montreal, QC – Customer Service, 8:00 a.m. - 5:00 p.m. EST

5. Wire transfer

Manulife will accept wire transfers from institutions in Canada or the United States, provided funds are received in Canadian dollars. Please contact your Manulife representative directly for instructions.  

We are advising members that their cheques will be mailed to them after the strike has ended. We are also letting them know that we can put a stop payment on their cheque and deposit the money into their bank account if they sign up for direct deposit. 

Yes, Manulife will accept courier deliveries; however, our preferred method of submission is through our online Claims Portal. To avoid delays in receiving reimbursements, we encourage members to set up payment via direct deposit.

Members can check on the status of their claims by signing into their account on the member website at Manulife.ca/planmember. Their claims history will be clearly displayed on the home page.

On the Manulife Mobile app, members can tap on the Claims icon at the bottom of their screen to view their claims history.

Members receiving disability benefit payments can email a copy of a void cheque or the direct deposit form from their bank to group_disability_claims@manulife.ca. They must include their claim number in the subject line of their email so we can attach it to their file. 

Yes, members receiving disability benefit payments can reach out to their Disability Case Manager to arrange for authorization to communicate with them by email.

If you have more questions, please contact your Manulife representative or call us at 1-800-268-6195, Monday to Friday from 8 a.m. until 8 p.m. ET.

For clients with segregated fund contracts, they can visit Manulife Online Access (MOA) to view their contract balances and transactions, and they can change their document preferences to e-delivery for confirmations, statements and tax slips. Here’s how.

You can Manulife’s E-Business Solutions – Advisor Portal. 

Keep an eye on your Advisor Portal Secure Inbox for notices impacting your clients, and the Inforce Individual Insurance eTrack and Segregated Funds and GIA eTrack tools in the event of NIGO applications.

You can contact our Insurance Digital Desk team at digital_desk@manulife.ca or by calling 1-855-664-2541.

The best way for your clients to stay informed is through the Individual Insurance Customer Secure Site. Use this PDF flyer with your clients to provide them with more information about the site.

All new individual insurance contracts are shared via secure courier, so we don’t expect delays to delivery.