Manulife Trust Services Ltd. amalgamates with Manulife Trust Company

On July 1, 2015, the plans and policies of the former Standard life Assurance Company of Canada were assumed by Manulife. On October 1, 2016, Manulife Trust Services Ltd. (formerly Standard Life Trust Company) amalgamated with Manulife Trust Company and will continue under the name Manulife Trust Company.

If your group retirement program makes use of a trust, no action is required on the part of your plans or your members as a result of the amalgamation.

Please continue to use the forms, contact numbers, websites, and addresses contained within your Standard Life documentation until your plan transfer.

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Group Savings & Retirement


Telephone: 1-800-242-1704

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Group Life & Health


Telephone: 1-800-499-4425

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Individual Insurance & Investments


Telephone: 1-888-841-6633

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Frequently asked questions

  1. Go to the VIP Room login page.
  2. On the login page click on Forgot your password link.
  3. You will be prompted to enter your ''User ID'', email address and respond to your security questions.
  4. Once this is done, you will be able to select a new password.

If you require assistance please call us at 1-800-242-1704 (weekdays from 8:00 a.m. to 8:00 p.m. ET).

Please note that you can access your current and previous year tax receipts/tax slips online.

  1. Login into the VIP Room.
  2. Click on the “View your holdings” tab.
  3. Click on the “RRSP contributions or Tax slips” link.
  4. Click on the link in blue beside the corresponding period.

Important:

If you have a Registered pension plan (RPP) the information will be reflected on your T4 issued by your employer.

  1. Go to the VIP Room login page.
  2. On the login page, click on Forgot your User ID link.
  3. Please enter the email address you initially used to set up the account.
  4. An email will be sent to you with your user ID.

If you require assistance please call us at 1-800-242-1704 (weekdays from 8:00 am to 8:00 pm, ET).

Please note that you can access your statements online.

  1. Login into the VIP Room.
  2. Click on the “View your holdings” tab.
  3. Click on the “Statements” link.
  4. Click on the statement you wish to view (link in blue).

If the option is available you may request a “Customized e-statement” or change your “Statement delivery settings”.

The usual turnaround time to receive notice from your former employer is between 4 to 6 weeks following your date of termination.

Once this notice is received, within 15 business days, we will prepare your Statement of Options (for pension plan only), which will outline the options available for the funds accumulated in your plan.

If you have other types of investments and wish to have additional information, please call us at 1-800-242-1704 (weekdays from 8:00 am. to 8:00 pm, Eastern standard time).

For security purposes and to ensure confidentiality, please complete Section 1, Part D of Section 2 and Section 3 from the GE927 - Miscellaneous Changes form.

Once completed, please send the document, signed and dated, using one of the following options:

  1. Email: retirement.solutions@standardlife.ca (to the attention of policy (RS…))
  2. Fax: 1-866-499-4480 (to the attention of policy (RS…))
  3. Mailing address:
    Manulife
    CP 11464 SUCC CENTRE VILLE
    (to the attention of policy (RS…))
    Montréal (Québec)
    H3C 5M3

For security purposes and to ensure confidentiality, please complete Section 1, Part C of Section 2 and Section 3 from the GE927 - Miscellaneous Changes form.

Once completed, please send the document, signed and dated, using one of the following options:

  1. Email: retirement.solutions@standardlife.ca (to the attention of policy (RS…))
  2. Fax: 1-866-499-4480 (to the attention of policy (RS…))
  3. Mailing address:
    Manulife
    CP 11464 SUCC CENTRE VILLE
    (to the attention of policy (RS…))
    Montréal (Québec)
    H3C 5M3

If you would like to make an online contribution (if available):

From the home page:

  1. Click on the “Manage your plans” tab
  2. Click on the “Online contribution” link
  3. Select an account and click on the “Go” button. (If you have more than one account)
  4. Provide your banking information, amount and investment instructions for this lump sum contribution
  5. Review your transaction information
  6. Click on the “Confirm” button
  7. A confirmation number will be provided for future reference

*Online contributions submitted after 4:00 PM (Eastern Standard Time) will be invested on the next business day. The minimum amount that may be invested through our VIP Room is $25.00.

If you wish to send a cheque:

  1. Make cheque payable to “Standard Life”
  2. Indicate your client number (RS…) on the cheque
  3. If you wish to provide customized investment instructions for this lump sum contribution, please ensure to include them with the cheque
  4. Mail the cheque to the following address:

MANULIFE
PO BOX 11464 SUCC CENTRE VILLE
RS (your client number)
Montréal (Québec) H3C 5M3

  1. Click on the "Manage your plans" tab.
  2. Click on the "Contribution rate" link.
  3. Select an account and click on the "Go" button.
  4. Enter a percentage or a dollar amount and click on the "Submit" button.
  5. Review your request information.
  6. If you are satisfied with the information showing, click on the "Confirm" button.

*Important before submitting your request
Please note you may incur a delay between the date your request is submitted and the date the changes take effect. The contribution rate change request will be forwarded to your employer for update.

  1. Click on the "Manage Your Plans" tab in the VIP Room
  2. Select the "Investment Instructions" option
  3. Select the plan you would like to make the changes to
  4. Click “Change Investment Instructions – SAR for all accounts” or select to change a specific account (i.e employee/employer etc)
  5. Provide your own instructions or select an Avenue Portfolio (if applicable)
  6. Indicate if you would like to rebalance current assets now/activate Systematic Asset Rebalancing/activate Life Cycle Movement (if applicable).
  7. Submit your investment instructions
  8. Review & confirm you investment instructions (a confirmation number will be provided for future reference)

We invite you to read the LLP guide ( RC4112) issued by the Canada Revenue Agency for complete information on the LLP. To apply for the LLP, you must complete the RC96 form on page 15 of the guide. To find out if you qualify, please refer to pages 4 to 8 of the guide. Please note that any contributions you have made into an RRSP in the last 90 days are not eligible for the LLP withdrawal. Other restrictions may apply, please verify your plan rules or contact us for more information at 1-800-242-1704.

Please send the completed form (with a personalized void cheque for direct deposit) to :

1. Email:

retirement.solutions@standardlife.ca (to the attention of RS…)

2. Fax:

1-866-499-4480 (to the attention of RS…)

3. Mailing address:

Manulife
CP 11464 SUCC CENTRE VILLE
(to the attention of RS…)
Montréal (Québec)
H3C 5M3

Please note that your request should be processed within 10 business days and withdrawal fees may apply. Should you require assistance, you may call us at 1-800-242-1704 (weekdays from 8:00 am to 8:00 pm, Eastern standard time).

Please contact the receiving financial institution to obtain the required form (T2033/T2151) and details on the transfer. Once completed, please send the document, signed and dated to the following:

1. Email:

retirement.solutions@standardlife.ca (to the attention of RS…)

2. Fax:

1-866-499-4480 (to the attention of RS…)

3. Mailing address:

Manulife
CP 11464 SUCC CENTRE VILLE
(to the attention of RS…)
Montréal (Québec)
H3C 5M3

Please note that your request should be processed within 10 business days and withdrawal fees may apply. Should you require assistance, you may call us at 1-800-242-1704 (weekdays from 8:00 am to 8:00 pm, Eastern standard time).

  1. Login into the VIP Room.
  2. Click on the "Manage your plans" tab.
  3. Click on the "Personal data" link.
  4. Update your personal information.
  5. Click on the "Submit" button.

If this option is not available you may contact your employer to update your file with your new address.

For security purposes and to ensure confidentiality, please complete Section 1, Part B of Section 2 and Section 3 from the GE927 - Miscellaneous Changes form.

Once completed, please send the document, signed and dated, using one of the following options:

  1. Email: retirement.solutions@standardlife.ca (to the attention of policy (RS…))
  2. Fax: 1-866-499-4480 (to the attention of policy (RS…))
  3. Mailing address: 
    Manulife
    CP 11464 SUCC CENTRE VILLE
    (to the attention of policy (RS…))
    Montréal (Québec)
    H3C 5M3

For security purposes and to ensure confidentiality, please complete Section 1, Part H of Section 2 and Section 3 from the GE927 - Miscellaneous Changes form.

Once completed, please send the document, signed and dated, using one of the following options:

  1. Email: retirement.solutions@standardlife.ca (to the attention of policy (RS…))
  2. Fax: 1-866-499-4480 (to the attention of policy (RS…))
  3. Mailing address:
    Manulife
    CP 11464 SUCC CENTRE VILLE
    (to the attention of policy (RS…))
    Montréal (Québec)
    H3C 5M3

If you currently have an irrevocable beneficiary nomination, supporting documents may be required.

To transfer funds to your account, please email us at retirement.solutions@standardlife.ca to provide us with your contact information and a Financial Representative will contact you within 24 - 48 hours. Should you require immediate assistance, please contact us at 1-800-242-1704, option 3 (weekdays from 8:00 am to 8:00 pm, Eastern standard time).

  1. Click on the "Manage Your Plans" tab in the VIP Room
  2. Select the "Interfund Transfer" option
  3. Select the account you would like to make the changes to (interfund transfers are account specific) and then click "go"
  4. Enter your “transfer from” and "transfer to" instructions
  5. Enter your instructions regarding Systematic Asset Rebalancing (if applicable)
  6. Submit Interfund Transfer
  7. Review and Confirm (a confirmation number will be provided for future reference)

We invite you to access the Canada Revenue Agency website for complete information on the HBP, including eligibility criteria. To apply for the HBP, you must complete the T1036 form available at http://www.cra-arc.gc.ca/hbp/. Please note that any contributions you have made into an RRSP in the last 90 days are not eligible for the HBP. Other restrictions may apply; please verify your plan rules or contact us for more information at 1-800-242-1704.

Please send the completed form (with a personalized void cheque for direct deposit) to :

1. Email:

retirement.solutions@standardlife.ca (to the attention of RS…)

2. Fax:

1-866-499-4480 (to the attention of RS…)

3. Mailing address:

Manulife
CP 11464 SUCC CENTRE VILLE
(to the attention of RS…)
Montréal (Québec)
H3C 5M3

Please note that your request should be processed within 10 business days and withdrawal fees may apply. Should you require assistance, you may call us at 1-800-242-1704 (weekdays from 8:00 am to 8:00 pm, Eastern standard time).

Please call us at 1-800-242-1704 (weekdays, from 8:00 AM to 8:00 PM, Eastern Standard Time) so that we may provide you with explanations regarding the possible restrictions/penalties (as per your plan’s rules and regulations) and the fees/tax on withdrawals.

When you become insured with Manulife, which administers all plans of the former Standard Life, you automatically receive a User ID and temporary password, either mailed to your home or via your plan administrator.

Upon your first visit, you will be prompted to change your password. Follow the steps to modify your User ID and password to something you can easily remember.

To protect your privacy, please keep your User ID and password confidential at all times.

  1. Go to the VIP Room login page.
  2. On the login page click on Forgot your User ID link.
  3. Please enter the email address you initially used to set up the account.
  4. An email will be sent to you with your user ID.

If you require assistance please call us at 1-800-499-4425 (weekdays from 8:00 am to 5:00 pm).

  1. Go to the VIP Room login page.
  2. On the login page click on Forgot your password link.
  3. You will be prompted to enter your ''User ID'', email address and respond to your security questions.
  4. Once this is done, you will be able to select a new password.

If you require assistance please call us at 1-800-499-4425 (weekdays from 8:00 am to 5:00 pm).

To make a claim you must provide both the policy and certificate numbers found on your Insurance Certificate.

Your policy number is your group five-digit plan number you received from the former Standard Life.

Your certificate number is unique to you. It may be your employee number or another number assigned to you by the former Standard Life.

Your wallet-size Insurance Certificate is both practical and essential. It bears your policy and certificate numbers required for all claims, as well as the numbers to call if you have any questions or need assistance. Be sure to keep it handy at all times.

Drug card – If your plan includes this feature, your Insurance Certificate also serves as your drug card.

Travel assistance – If your plan includes this benefit, your Insurance Certificate acts as your confirmation of coverage and features the numbers to call if you need help.

Your benefits information is readily available, 24 hours a day, 7 days a week, online in the VIP Room.

You can submit a claim as soon as you receive your Insurance Certificate.

Claims for expenses made before the effective date of your coverage with Manulife Life should be sent to your previous insurer, if applicable.

You will receive an Explanation of Benefits (EOB) for every claim submitted. This statement confirms the expenses you claimed and the total amount paid.

If you’ve misplaced past statements, you will find your last five EOBs online in the VIP Room.

Tip: Keep your EOBs for tax purposes. The amounts not reimbursed by your group insurance plan are out-of-pocket medical expenses, which may qualify for income tax credits.

Your dependent child may still be covered if they are under 25 and a full-time student. If you are a Quebec resident, your dependent child is covered for health insurance benefits up to and including 25 years of age. You must complete a Confirmation of school attendance G2229 PDF (82Kb) form.

In an effort to minimize cases of insurance fraud, we have set up a confidential Anti-Fraud Tip Line at 1-877-543-2333. You may leave a message with details regarding activities you suspect may be fraudulent, along with your name and phone number, so we can follow up, though you may remain anonymous if you so choose. You may also contact us by email at antifraud@standardlife.ca.

If you misplace your Insurance Certificate, please notify your plan administrator so that we may issue you a new one. You can also print a temporary copy of it from the VIP Room.

The Medical and paramedical claim GE10468 PDF (224Kb) can be used for:

  • Prescription drugs and other medical expenses
  • Vision care (if provided with your coverage)
    • Eye examinations
    • Contact lenses or eyeglasses, laser eye surgery
  • Professional services
  • Chiropractor, physiotherapist, psychologist, etc.
  • Hospitalization

The Dental claim GE8228 PDF (196Kb) form can be used for dental care expenses.

If your dentist is a member of the CDAnet™ (Canadian Dental Association network), you do not have to complete a dental claim form. Your dentist can submit your claim electronically. You will not have to complete a dental claim form and your claim will be processed even faster.

Tip: To avoid any unpleasant surprises, you can confirm the exact amounts to be reimbursed by submitting an estimate of the claim before undergoing a treatment.

If you anticipate that dental expenses will exceed $500, we recommend you submit an estimate of the claim to Manulife. For medical expenses, you should submit an estimate of the claim if you expect to incur substantial costs.

Under certain conditions, you can convert your group life insurance coverage to an individual life contract without evidence of insurability within 31 days of the termination of your coverage. Your new premium will be based on the contract you select.

The Enhanced Login Process is a security enhancement that will further protect your online account from unauthorized access and fraud. It uses personal security questions and a personal security image to help us verify your identity, while letting you know you are accessing a legitimate website, of the former Standard Life which is now redirected to Manulife.ca.

The first time you log in using the new platform, you will be prompted to set up personal security questions and answers, and choose a personal security image. Once the setup is complete, the selected image and questions will be associated with your online account. On subsequent log-ins, you will be prompted to answer one of your personal security questions if you are attempting to access your online account through a computer that you have not previously identified/registered. This personal security question will help us verify your identity.

If you answer your personal security question correctly, your personal security image will be displayed when you are prompted for your password. The display of your personal security image will let you know you are accessing your online account through a legitimate site. This feature protects you from fraudulent practices.

Note:

Any attempt to access your online account from a computer we do not recognize will be blocked unless you answer one of your personal security questions correctly. If you register your computer by selecting the option “Don’t ask next time I connect from this computer (register this computer)”, you do not have to answer a personal security question every time you log in to your online account.

The Enhanced Login Process was introduced as part of our upgrade to provide additional security to access your online account.

Simply follow the on-screen instructions to guide you through the setup process. You will be able to:

  • Set up your personal security questions and answers
  • Choose your personal security image
  • Identify/Register your current computer

Important:
Manulife will never ask you to divulge personal information, such as your password, personal security questions and answers, or account information by email, telephone or fax.

No. You will only have to set up your Enhanced Login Process once. However, upon future logins, we may need to verify your identity.

Personal security questions are a series of questions you select, with corresponding answers that you provide during your setup process. This is an extra level of authentication we use to verify your identity. You can change your personal security questions at any time.

  1. Go to the login page.
  2. On the login page click on Forgot your password link.
  3. You will be prompted to enter your ''User ID'', email address and respond to your security questions.
  4. Once this is done, you will be able to select a new password.

If you require assistance please contact us to speak to a Customer Service Representative.

Your online account will be locked if you have 3 failed login attempts in one session. This can happen if you answer a personal security question incorrectly, provide the wrong User ID or the wrong password on 3 consecutive attempts.

If your online account has been locked, please contact us to speak to a Customer Service Representative.

A personal security image is an image you select during your setup process. This is the image we display when you log in. This image lets you know that you are logging in to a legitimate website of the former Standard Life. You can change your personal security image at any time.

If you log in from a particular computer on a regular basis, our system can remember you. You will therefore not be required to answer a personal security question to verify your identity in future logins.

  1. Go to the login page.
  2. On the login page click on the link Forgot your User ID?
  3. Please enter the email address you initially used to set up the account.
  4. An email will be sent to you with your user ID

If you require assistance please contact us to speak to a Customer Service Representative.

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