Manulife will still meet your health and dental needs as the Coronavirus (COVID-19) pandemic evolves
Here’s information for you about health and dental claims submissions and payments, travel coverage, available medical support, and getting your questions answered.
Use online claims and direct deposit whenever possible:
Submit your claims online and use direct deposit to receive your claims payments. You have 12 months from the date charges are incurred to submit your claim.
Use our SecureServe website (manulife.ca/secureserve) as a safe and reliable way to interact with your plan. Online claim submission, and direct deposit help ensure claims payments are made as quickly as possible.
To learn more on how you can connect with your benefits, view the Information Handbook by following these instructions.
Questions about travel benefits
You can find out more here about how your plan can cover you while you’re travelling abroad, if your trip is cut short, or if you’re delayed returning home.
Prescription delivery and renewals
Many of the pharmacies we deal with offer a home delivery service.
Maintaining service levels
Right now, we’re prioritizing customer calls to handle urgent issues such as emergency travel assistance, and life-saving pharmacy refills first.
If you have any routine questions about your health and dental benefits (e.g. dental claims, vision claims, massage therapy, physiotherapy, etc.) we recommend you email us, at firstname.lastname@example.org.
Frequently asked questions
We realize the coronavirus situation has disrupted everyone’s daily lives, routines, and plans. We hope life returns to normal as soon as possible. When that happens, we will continue to administer your individual health and dental plan according to the terms of your contract.
We remain committed to ensuring the health and safety of our teams, while meeting the needs of our customers. As the volume of health and dental claims request has significantly increased, we estimate that your claim submission would be processed within 10-20 business days upon receipt. Use our SecureServe website (manulife.ca/secureserve) as a safe and reliable way to interact with your plan. Online claim submission, and direct deposit help you check the status of your claim and ensure claim payments are made as quickly as possible.
As the volume of travel assistance requests has also significantly increased, we encourage you to submit your individual Manulife travel insurance claim, on our Active Care Management Travel Online Portal.
Just a reminder, we’re prioritizing customer calls to handle urgent issues such as emergency travel assistance, and life-saving pharmacy refills first. If you have any questions about your health and dental benefits and questions on your claim, we recommend you email us, at email@example.com.
Virtual appointments are an eligible expense provided the health care practitioner is
- licensed and registered in the province in which they are practicing,
- has an eligible qualification as determined by Manulife, and
- is practicing within the guidelines of their governing body. All practitioners need to be allowed by their college or governing body to offer virtual care to their patients.
We understand you might be worried about having an adequate supply of prescription drugs on hand. However, it’s important to protect the supply of prescription medication available to all Canadians during a crisis like COVID-19. Recently, the Canadian Pharmacists Association discouraged the stockpiling of medication, and asked Canadians to avoid early refills of prescriptions.
For most people, a 30-day supply of medication is enough to last through a COVID-19 quarantine, since the length of the quarantine is 14 days. You might be accustomed to filling your prescriptions in larger amounts, but at this difficult time we are all asked to work together. Pharmacists’ priority is the health and safety of their patients; therefore, we encourage you to discuss your unique health and medication needs with your pharmacist.
Remember, most pharmacies will deliver medications, so there’s no need to leave home for refills if you don’t want to.
When travelling, if you have a medical emergency and get sick (with COVID-19 or another illness), your Out-of-province/Out-of-Canada coverage will pay for your emergency medical treatments, subject to the terms of your contract and schedule of benefits. There are no restrictions/exclusions on where you travel under the Emergency Out-of-province/Out-of-Canada benefit.