Manulife FAQ

These numbers are found on your benefits card, which you can find on the plan member site. Click on Coverage, then Your Benefits. Then click on My Benefits Card, or find your Benefits Card by logging in to the Manulife Mobile App. Your plan contract and member certificate are also provided on Claims statements.

To find your benefits card on the website:

1. Sign in to your plan on the website.
2. Under Coverage, click on Your Benefits. Then click on My Benefits Card.
3. Click the picture of the card and print or download it.

To find your benefits card on the app:

1. Sign in to your plan on the app.
2. Scroll down to find the Benefits card button.
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.

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.

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.

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.

Yes, once you are registered on the site or 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 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.

If you’re not sure whether you should make changes to your personal information with us or through your HR team, sign in, go to More account options > My profile > View my member information, or call us at 888-727-7766, Monday through Friday, 8:00 A.M. to 8:00 P.M., Eastern time.

To make changes to your contact information, marital status, or spouse’s information

1. If you can make changes with us and your plan allows you to change your personal information online, make the changes in My profile > View my member information.
2. Otherwise, complete a form for the plan you wish to change your information for:
   Request for change - RRSP, TFSA, LIRA, RPP, NRSP, DPSP, EPSP
   Request for change - RRIF, LIF, LRIF, PRIF, RLIF
3. Send us the completed form. Then, sign in and go to More account options > My Account > Send documents or use the mailing instructions on the form.
   For selected types of changes—For example, if you’re changing your name or your marital status from married to single or divorced, you’ll also need to send us supporting documents. Call us at 888-727-7766, Monday through Friday, 8:00 A.M. to 8:00 P.M., Eastern time, for help with these types of changes.

To change your beneficiary information online

1. Sign in.
2. Go to More account options > My Profile > View My Member Information > Beneficiary Information section > Update.
3. Email your form to gromail@manulife.com, fax to 1-866-945-5110 or mail to:

Manulife Financial

Attention: GRS Client Services

P.O. Box 396

Waterloo, ON

N2J 4A9

Otherwise

1. Complete a form for each plan you wish to change your beneficiary for.
   Request for change - RRSP, TFSA, LIRA, RPP, NRSP, DPSP, EPSP
   Request for change - RRIF, LIF, LRIF, PRIF, RLIF
   Did you name an irrevocable beneficiary last time? Make sure your chosen beneficiary signs the form.
2. Send us the completed form. Sign in and go to More account options > My Account > Send documents or use the mailing instructions on the form. If you need assistance, call us at 888-727-7766, Monday through Friday, 8:00 A.M. to 8:00 P.M., Eastern time.

1. Sign in to your account and go to More account options > My Profile > View My Plan Material to find out if you can withdraw or take money out of your plan. 
2. If your plan allows you make a withdrawal online, sign in and go to More account options > My Account > Make a Withdrawal. Follow the instructions. You can withdraw up to $50,000.
3. If you can’t make an online withdrawal or you would like to withdraw more than $50,000, you can request it using a paper form. This can be submitted online. Please reach out to our contact center to get the form. Sign in and go to More account options > My Account > Send documents to submit your completed form or use the mailing instructions on the form. 
   If your deposit will be made by direct deposit into your bank account, it’s a good idea to make sure your banking information is accurate.

To send us a written request:

1. Print and complete the withdrawal form
2. Email your form and a void cheque to gromail@manulife.com or fax to 1-866-945-5110, or mail to:

Manulife Financial

Attention: GRS Client Services

P.O. Box 396

Waterloo, ON

N2J 4A9

How long will it take?

It can take 5-7 business days to process your request, depending on the type of fund and when you submit the request.

• For direct deposits, we’ll send the money to your bank within 5 business days of processing your withdrawal. 

Contact us for help

If you need assistance, please call us at 888-727-7766 Monday through Friday, 8:00 A.M. to 8:00 P.M., Eastern time.

Go to manulifeim.ca/retire/tax to find out what tax documents we prepare, where and when to expect them, and what your deadlines are for reporting them.

Your account statements are available online. To access your online statement, follow the steps below.

1. Sign in to the secure site.
2. Click the View My Statements link on the homepage or go to More account options > My Account menu. Under Statements, click View My Statements.
3. View or print your account statements.

If available, you can request a customized e-statement or change your statement delivery preferences.

Speak to your advisor. If you don’t have an advisor, we can help you find one.

If you have questions about a policy you already own, or you want to update your policy, call us at 1-888-626-8543.

You can download the critical illness or disability form . For inquiries on critical illness, living care or disability claims call 1-888-626-8543 or email us at  CC_987@manulife.com.

You can contact your advisor, or our customer service centre and we’ll be happy to help you:

• Manulife Guaranteed Investments customers: 1-888-790-4387
• Manulife Mutual Funds customers: 1-888-588-7999
• Manulife Segregated Funds customers: 1-888-790-4387

You can contact your advisor, or our Customer Service Centre and we’ll be happy to help you:

• Manulife Guaranteed Investments customers: 1-888-790-4387
• Manulife Mutual Funds customers: 1-888-588-7999
• Manulife Segregated Funds customers: 1-888-790-4387

You can contact your advisor, or our Customer Service Centre and we’ll be happy to help you:

• Manulife Guaranteed Investments customers: 1-888-790-4387
• Manulife Mutual Funds customers: 1-888-588-7999
• Manulife Segregated Funds customers: 1-888-790-4387

Often, you don't have to submit a claim because many hospitals, pharmacies and dentists can submit your claim directly to us. There's no online form or paperwork for you, and you only pay the amount your plan doesn't cover.

If your provider hasn't already submitted your claim, submit your claim online for the fastest response.

Submit your claim online:

• Within 12 months of the date you were charged.
• After you've paid more than any deductible in your plan.
• Specify the currency if your claim is for services outside Canada.
• Hold onto receipts and applicable supporting documentation for 12 months.

Submit your claim on paper by mail:

• Within 12 months of the date you were charged.
• After you've paid more than any deductible in your plan.
• Specify the currency if your claim is for services outside Canada.
• Include receipts and applicable supporting documentation.
• Make sure you've signed your claim form.

Extended health claim form (PDF) – for all covered expenses except dental expenses.

Dental benefit claim form (PDF) – must be completed by your dentist or dental specialist.

If your form is complete and accurate, you will generally receive payment within six business days.

• By phone: 1-800-268-3763
• Complete the change of information form (PDF) and return by mail.

• By phone: 1-800-268-3763
• Complete the change of information form (PDF) and return by mail.

Call 1-800-590-0970

Mail any supporting documentation to: 

Manulife
Individual Insurance
P.O. Box 670, Stn. Waterloo
Waterloo, ON   N2J 4B8 

You can change your address, phone number or email:

• By phone: 1-800-268-3763
• By mail: complete the change of information form (PDF)

You can change how you pay:

• By phone: 1-800-268-3763
• By mail: complete the change of information form (PDF)

You can submit your travel claim online, or by calling our Assistance Centre or through the TravelAid™ mobile app.

> Online:

For a quick and easy claims submission, please have all your documents available in electronic format and visit our travel claims portal.

> Assistance Centre:

Our Assistance Centre is ready to assist you 24 hours a day, each day of the year.

If you have a plan for Travelling Canadians:

• Call toll-free 1-888-881-8010 within North America
• Call collect +1 (519) 945-8346 outside North America

If you have a plan for Visitors to Canada:

• Call toll-free 1-877-878-0142 within North America
• Call collect +1 (519) 251-5166 outside North America

If you have a plan for Students:

• Call toll-free 1-877-331-3134 within North America
• Call collect +1 (519) 251-7401 outside North America

If you have the Flexcare Travel Add-on:

• Call toll-free 1-800-805-1008 within North America
• Call collect +1 (519) 251-1570 outside North America

If you have the FollowMe Travel Add-on:

• Call toll-free 1-855-857-5919 within North America
• Call collect +1 (519) 251-7298 outside North America

Please mail any supporting documentation to:

> TravelAid app:

Start your claim or access the Assistance Centre through the TravelAid mobile app.

Please call Claims Inquiry at 1-888-881-8013 or 1-519-945-9246.

Please call 1-877-268-3763 to notify us of any changes to your trip.

You can change your address, phone number or email by calling 1-877-268-3763.