Affected by the wildfires? We’re here to help.

The wildfires in British Columbia are affecting many customers. We’re doing the right thing by supporting them through these difficult times.

If you’ve been directly affected by the wildfires, the following FAQ (frequently asked questions) outlines our available financial relief options – and how you can access them, as well as the measures we’ve put in place to help ensure you receive uninterrupted coverage and service.

FAQ

Financial relief is available for our mortgage customers. Call us at 1-877-765-2265 to discuss your mortgage-payment deferral options.

Financial relief is available for our credit card customers. Call us at 1-844-323-7053 to discuss your financial relief options.

No problem – we can either:

  • Directly deposit the payment into your bank account. You can call us at 1-877-481-9169 to set this up; or
  • Send a new cheque to your temporary address. Call us at 1-877-481-9169 and we’ll take care of this for you.

Yes, we can put a stop payment on the cheque and send you the money by either:

  • Directly depositing the payment into your bank account. You can call us at 1-877-481-9169 to set this up; or
  • Sending a new cheque to either your current address or a temporary address. Call us at 1-877-481-9169 and we’ll take care of this for you.

Yes, we’ll allow replacement medications and early refills to ensure your claims for eligible prescriptions are processed.

No problem -- we’ll work with a pharmacy of your choice to ensure your claims for eligible prescriptions are processed.

No proof is required. If you’re submitting a claim form, we only need a description of the medication and/or medical equipment and a note indicating that it’s been lost in the fire.

Please call us at 1-800-268-6195. After we verify your identity, we’ll provide your plan and ID number.

We’ll work with your provider(s) to reconstruct lost claims, secure receipts, etc. If the provider has also been affected by the fires, call us at 1-800-268-6195 to find a solution.

Let us know by calling 1-800-268-6195. We’ll cancel your cheque and reissue a new one to either the address we have on file or a temporary address you provide. Or, if your plan allows you to register for direct deposit, we can deposit your reimbursement directly into your bank account. Call us at 1-800-268-6195 to set this up.

Call us at 1-800-268-6195 to provide your temporary address so we can send your cheques there. Or, if your plan allows you to register for direct deposit, we can deposit your reimbursement directly into your bank account. Call us at 1-800-268-6195 to set this up.

Call us at 1-800-268-6195 to find a solution that works for you.

Yes, we’ll replace your eligible medications and/or equipment that was lost in the fire even if you’ve reached your coverage maximum.

We can put a stop payment on the cheque and send the money to you by either:

  • Directly depositing the payment into your bank account.
  • Sending a new cheque to either your current address or a temporary address.

To set up either process, call us:

  •  Manulife investment annuity members: 1-888-790-4387
  • Manulife group annuity members: # 1-888-371-5999
  • VIP Room members: # 1-800-242-1704 ext. 305524

We can put a stop payment on the cheque and send the money to you by either: 

  • Directly depositing the payment into your bank account.
  • Sending a new cheque to either your current address or a temporary address.
  •  

To set up either process, call us:

  • Manulife investment annuity members: 1-888-790-438
  • Manulife group annuity members: # 1-888-371-5999
  • VIP Room members: # 1-800-242-1704 ext. 305524
  •  

If your group retirement savings plan allows withdrawals, you can call us to request one. Or, you can make a request online through manulife.ca/GRO. If approved, we can send the money to you by either:

  • Directly depositing the payment into your bank account.
  • Sending a new cheque to either your current address or a temporary address.
  •  

To set up either of these processes – or to find out if your plan allows withdrawals, call us:

  • Manulife members: 1-888-727-7766
  • VIP Room members: 1-800-242-1704
  •  

Give us a call:

  • Manulife members: 1-888-727-7766
  • VIP Room members: 1-800-242-1704

We’ll verify you as a group retirement savings plan member and provide the information you need.

Yes – you can defer your premium payments for up to 3 months. If your policy has lapsed as a result of the fires, we will reinstate within 3 months of the lapse without evidence of insurability. To request a premium deferral, call us at 1‑888‑626‑8543.

Yes – you can defer your premium payments for up to 3 months. If your policy has lapsed as a result of the fires, we will reinstate within 3 months of the lapse without evidence of insurability– provided premiums are back-paid. Deferred premiums or lapsed policies outside of the three-month period will be reviewed on a case-by-case basis. To request a premium deferral, call us at 1‑800‑268‑3763.

Yes, replacement of life-sustaining medication and medical equipment will be paid during the deferment period. When you’re completing the claim form, make sure you indicate that the medication and/or medical equipment was lost in the fire.

No, this wouldn’t be considered an early refill or replacement because we wouldn’t have any record of the previous purchase. If your items are eligible, you can submit for reimbursement as per your contract.

Prescription medications and medical equipment will be replaced if they’ve been lost as a result of the fires, up to current plan maximums. Other benefits requests will be considered on a case-by-case basis.

Yes – you can defer your premium payments for up to 3 months. If your policy has lapsed as a result of the fires, we will reinstate within 3 months of the lapse without evidence of insurability – provided premiums are back-paid. Deferred premiums or lapsed policies outside of the three-month period will be reviewed on a case-by-case basis. To request a premium deferral, call us at 1‑800‑268‑3763.

If you purchased a policy on or before June 30, 2021 that includes trip cancellation and interruption insurance, and you’ve been forced to evacuate your home, your policy will cover your trip cancellation. If you purchased your policy after June 30, 2021, your trip cancellation would not be covered as the cause (i.e. the fires) would be considered a known risk at that time.

If you purchased a policy on or before June 30, 2021 that includes trip cancellation and interruption insurance, your policy will cover your early return home if your principle residence is unable to be occupied due to the fires.

If you purchased a policy on or before June 30, 2021 that includes trip cancellation and interruption insurance, your policy will cover your trip cancellation if the wildfires have made your pre-booked accommodations uninhabitable.  

Your travel insurance policy will cover your early return home if:

  • the wildfires have made your pre-booked accommodations uninhabitable; AND
  • you purchased your policy on or before June 30, 2021; AND
  • your policy includes trip cancellation and interruption insurance.

Your emergency medical coverage will apply as per the terms and conditions of your policy.

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