We’re here to help.

Experience uninterrupted service with Manulife’s innovative online solutions, keeping your personal and business transactions on-track. If you’re an existing Manulife customer, you can access your accounts online 24/7, or get answers to frequently asked questions below.

If you’re a plan sponsor or an advisor, please jump down to the appropriate section below.

Register for direct deposit

Change your bank information

Claims centre

Frequently asked questions

General

What is the current situation with the strike?

We have tools and resources to keep you informed and connected to Manulife, regardless of a postal service disruption. Read on to find the right resource for you.

Status updates are available on the Canada Post website.

What alternative methods can I use to communicate with Manulife?

Depending on your specific needs, you can communicate with us in several ways, including:

Our online portals for individuals or for business.
Chat in our mobile apps for Group plans or Manulife Bank.
Calling our contact centre. Check out our Contact Us page for more information.

Can I hand-deliver my Manulife documents to one of your offices?

Yes! We have drop boxes located inside the main lobby at four of our Canadian head offices, including:

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

I mailed a document before the strike. Will it still be processed?

Documents mailed before the strike may experience delays. If possible, please resend your document electronically for faster processing. Learn more about how to submit documents online.

What will Manulife do with outgoing mail during the strike?

All cheques and other mail will be stored securely during the strike and will be sent out when postal services resume. However, due to potential mail volumes, mail delivery might be delayed when the strike is lifted.

Insurance claims and payments

I need to make a claim, but don’t want my payments cheque to be lost in the mail. What options do I have?

In the event of a postal disruption, Manulife will be unable to deliver claim reimbursements sent by post.

To ensure your claims are paid in a timely manner, your best option is to sign up for direct deposit through your bank account.

Learn more about setting up direct deposit in the questions below.

What are my options for submitting claims online?

You can submit claims for insurance, health & dental, travel, and more by visiting our Claims Centre.

Group benefits members

If you have insurance through your employer or a group plan, then this section is for you.

Can I submit a claim online?

Yes! You can submit claims online through our Group Benefits plan member site or through the Manulife mobile app for both group benefits and/or group retirement plans.

Visit Manulife.ca/planmember or download the Manulife mobile app is available through Apple App Store and Google Play.

How do I set up my account on the Manulife mobile app?

It’s easy! Simply download the Manulife app on your Apple or Android device. Sign in with your Manulife ID and get ready to manage your plan from anywhere.

Follow the prompts to set up your Manulife ID if you don’t have one already.

How can I set up direct deposit for my claims?

For faster reimbursement, please set up direct deposit. Here’s how:

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 My banking information

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 My banking information

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

How can I check the status of my claims?

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.

Insurance customers

If you have an insurance policy through your advisor, or through a retail or alumni organization, this section is for you.

How can I submit health and dental claims, and/or update address and banking information?

You can submit health and dental claims and update address and banking information through SecureServe^®. We encourage you to visit often to ensure your banking information is up to date to avoid interruption to premium payments and claims payouts. 

Here’s how to update your banking information. You will be prompted to enter in your one-time password before you can update your banking information:

Sign into SecureServe^®
Select the Payments tile
Select Edit within the Direct deposit banking information section
Save your updates.

Here are the steps to update your address:

Sign into SecureServe®
Select the Profile tile
Select Edit within the Account holder section
Save your updates

How can I pay my premiums online?

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).

How can I set up direct deposit for my disability benefit payments?

To set up direct deposit for your disability benefit payments, you can email a copy of a void cheque or the direct deposit form from your bank to group_disability_claims@manulife.ca. Don’t forget to include your claim number in the subject line of your email to us so we can attach it to your file. 

At this point, you may also choose to arrange communication with your Disability Case Manager by email. If so, please indicate this in your email.

Manulife Bank

Visit the Manulife Bank FAQ for answers to banking questions.

Retirement savings

How can I make a contribution to my retirement plan?

You can make a lump sum contribution online. First, ensure your banking information is up to date on our secure website or mobile app. Then, submit a void cheque through the mobile app or secure file upload.

I have requested a payment by cheque. What will happen to my cheque during the strike?

Due to the current service interruption, cheques sent by mail may not be delivered until operations return to normal. To avoid delays, we recommend switching to electronic payments for timely and accessible transactions.

For group retirement members: Before making a withdrawal, please ensure that your banking details are up to date and that you have selected the Direct Deposit option instead of cheque. If you have already requested a withdrawal to be issued as a cheque, please call the Contact Centre at 1-800-268-6195 to arrange for the cheque to be reissued as a direct deposit.

For VIP room members: As with group retirement members, you can update your payment information online. You can also reach out to the Contact Centre to arrange for a cheque to be reissued as a direct deposit.

My late payment is causing additional fees/expenses. Will Manulife reimburse these fees?

As the Canada Post strike is beyond our control, Manulife will not reimburse any late fees incurred. To avoid these additional fees and ensure timely payments, please switch to electronic payment methods.

How can I submit a cheque/document/form/file to Manulife?

You can submit documents via the secure file upload on our website or through the mobile app. You can also use our drop boxes at the following locations:

Waterloo, ON: 500 King St. N. - Security Desk (hours of operation 7:00 am – 7:00 pm ET)
Toronto, ON: 200 Bloor St E. - Security Desk (hours of operation 7:00 am – 6:30 pm ET)
Halifax, NS: 2727 Joseph Howe Dr. – Security Desk (hours of operation 8:00 am – 6:00 pm AST)
Montreal, QC: 2000 Rue Mansfield, 2nd Floor – Customer Service Window (hours of operation 8:00 am – 5:00 pm ET)
Oakville, ON: 1235 North Service Rd W., 5th floor – Security desk (8 am – 4 pm ET)

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

I mailed a document before the strike. Will it still be processed?

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

How do I transfer money from another financial institution to Manulife?

To transfer money from another financial institution to Manulife, please confirm the transfer policy with your current institution. If they need further instructions, please have them reach out to our customer service team for assistance.

What other ways can I manage my plan during the postal strike?

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.

Manulife Wealth and Manulife Private Wealth

As a Manulife Wealth client, how can I access my investment information?

Access your Manulife Wealth account holdings, activity and documents on the Manulife Wealth Investor Portal.

As a Manulife Private Wealth client, where can I view my statements online?

View your account information by logging on with your Manulife ID and switching to online statements, if you haven’t done so already.

For advisors – Guaranteed Investments

As an advisor, how do I submit guaranteed investment business and keep it moving?

Our Online Transactions (OLT) tool (sign in required) is open for business, and you can still perform your transactions from here.

What’s the best way for my clients to stay informed?

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.

For advisors – Individual Insurance

How do I submit insurance business and keep it moving?

As usual, Manulife’s E-Application and Illustration tools, on Advisor Portal, are always available for business processing. And, many of our forms are available for e-signature, and our contracts are available for e-delivery.

Where can I learn more about doing business online with Manulife?

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

How will I find out about notices impacting my clients and not-in-good-order (NIGO) applications?

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.

Who can I contact if I need help with the online insurance tools?

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

What’s the best way for my clients to stay informed?

The best way for your clients to stay informed is through the customer secure site. Use this PDF flyer with your clients to provide them with more information about the site.

What happens with new individual insurance contracts?

All new individual insurance contracts are already shared via secure courier, so we’ll continue delivering them this way in the event of a labour disruption. Due to couriers being in high demand during a potential post strike, your clients my experience a slight delay in delivery.

For advisors – Affinity Insurance

As an advisor, how do I submit health and dental and living benefits applications?

As usual, Manulife’s Quote & Apply tool is available for submitting health & dental and living benefits applications. Many of our forms are available for e-signature, and our contracts are available for e-delivery. Visit this Health and Dental page.

For sponsors – Groups Benefits

As a plan sponsor, how can I send a bill payment to Manulife without using Canada Post?

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:

Go to your company's banking website
Choose Manulife Group Benefits Premium from the list of payees
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.

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:

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

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.

Will Manulife accept courier services for claim submissions?

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.

How can members check the status of their claims?

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.

How can members receiving disability benefit payments set up direct deposit?

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.

Can members receiving disability benefit payments communicate with their Disability Case Manager by email?

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.

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