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Update – Specialty Drug Care automation complete

May 7, 2024

We recently made an update so that Canadians supported by Manulife who take specialty medications to treat serious, chronic, and often life-threatening conditions will be able to fill their prescriptions at any pharmacy of their choice that has access to the required medication. Home delivery will also continue to be an option.

For members currently in our Specialty Drug Care program, there is no change to how you currently access your medications, or the service you receive, and no action you need to take.

New: We’ve now completed the automation that makes it easier and faster for Manulife group benefits members who take specialty medications to fill their prescriptions at a pharmacy of their choice that has access to the required medication (home delivery remains an option).

As promised earlier this year, the new, automated process means there’s no need for specialty drug care customers to call Manulife before changing pharmacies. The change in pharmacy can be made right at the pharmacist’s counter.

Need help? If you have been prescribed a specialty drug and you have questions about the process or if you encounter any problems when changing pharmacies, please call us at 1-800-565-4710 (8 a.m. to 8 p.m. EST, Monday to Friday).

*Note: These changes impact our Specialty Drug Care program customers, which represents less than one per cent of the Canadians we support. Across the rest of our business, we have always offered Canadians the option to choose their pharmacy.

Please see the Q and A for additional information.

  • For members currently in our Specialty Drug Care program who do not wish to change pharmacies, there is no change to how you currently access your medications, or the service you receive, and no action you need to take.
  • For existing members who want to change their pharmacy of choice, or for new members, we have completed all the required steps to make it easier and faster for Canadians to access their specialty medications to treat serious, chronic, and often life-threatening conditions.
  • Now, members who want to fill their specialty medications at a pharmacy of their choice can do so automatically in-store. There is no longer a need to call a dedicated 1-800 number – your pharmacist will be able to process the update automatically.
  • For those who are not already in our Specialty Drug Care program, after making initial contact, there’s no need to call Manulife in advance of changing pharmacies. Home delivery continues to be an option.
  • The automation was completed at the end of April 2024.
  • The automated process means changes can be made right at the pharmacist’s counter.
  • Simply take your specialty drug prescription to the pharmacy of your choice. If you encounter any difficulties, you can call 1-800-565-4710 (8 a.m. to 8 p.m. EST, Monday to Friday) to speak with a customer service representative.
  • Yes. The technology required to automate this process is now fully operational. Changes can be made at the pharmacist’s counter.
  • Simply take your specialty drug prescription to the pharmacy of your choice. If you encounter any difficulties, you can call 1-800-565-4710 (8 a.m. to 8 p.m. EST, Monday to Friday) to speak with a customer service representative.
  • The program has evolved so that all members who take specialty medications to treat serious, chronic, and often life-threatening conditions are able to fill their prescriptions at any pharmacy of their choice that has access to the required medication.
  • A change in pharmacy can now be made right at the pharmacist’s counter – no need to call Manulife in advance.
  • Simply take your specialty drug prescription to the pharmacy of your choice. Home delivery will also continue to be an option. The changes ensure Canadians have choice, access, and flexibility in managing their health.
  • Through our scale, products and partnerships, employers have access to benefits such as cost savings and enhanced services that enable them to provide better, more affordable benefits to Canadians.
  • Employers will still have the option to select our Specialty Drug Care program as a solution for their workforce, and it is not required that they provide this benefit.
  • The changes that we are making to the program are grounded in choice and flexibility for members.
  • This decision ensures Canadians have choice, access, and flexibility in managing their health.