Customer satisfaction and complaint resolution

At Manulife, customer satisfaction is important. It is our responsibility to respond to complaints promptly, accurately and with the utmost courtesy.

We will provide our customers with free and accessible means with which to communicate their complaint and will employ our best efforts to respond and resolve where possible. All complaints and personal information collected, whether written or oral, must be handled in a timely, professional and confidential manner. Our clients are entitled to no less.

Download a copy of our Customer Satisfaction and Complaint Resolution Guide (PDF).

Have a question, concern or issue?

Please contact your advisor or the Customer Service area at Manulife head office. Most problems can be resolved quickly and easily by speaking with your advisor or with a Customer Service Representative.

Find contact methods here (including phone numbers and more)

What is a complaint?

A complaint expresses a reproach or dissatisfaction in respect of the services or products we offer and your expectation that we take action to address the complaint.

You may, for example, expect a refund from us or for us to take action to address the situation giving rise to your complaint.

How to file a Complaint

If you are not satisfied with the Customer Service area’s response, you may ask to have your complaint escalated to the Complaints Office for a further review.

Personal information

Preferred method of contact

What is a reference number?
Do you have any supporting documentation you’d like us to review?

Tell us about your complaint

Detailed summary of what happened

Provide details and a summary of what happened. If you received a file or case number, please include it.

Resolution you are seeking

Please provide us with as much detail as possible.

Disclaimers:

Emails are convenient but not totally secure.  By providing us with your email address, you are giving us permission to reply by email. For the safety of your personal information, we recommend you avoid including confidential information – such as date of birth, or SIN – in the free text “Detailed summary of what happened” and “Resolution you are seeking” boxes above.

Manulife values and protects your privacy. We do not give your personal information, without your consent, to any organization outside of our affiliates for the purpose of that organization marketing their own products or services directly to you. Providing your phone number and email address enables Manulife to follow up with you with regards to this particular request. We will not use your phone number or email for any other purpose.

Email us at: Manulife_Complaint_Office@manulife.ca

Call us at: 1-855-891-8671 (Toll free across Canada)

For Quebec: You may also complete the form from the Autorité des marchés financiers (AMF). Contact us for help with filing your complaint or to learn how we process complaints.

Steps in the Complaint Process

Step 1: We Acknowledge your Complaint

We are committed to acknowledge complaints within 10 days, but we strive to respond quicker.

Step 2: We Analyze the Complaint

We make sure we understand your complaint and what you expect from us. If necessary, we contact you to request additional information.

During the complaint investigation we may:

  • Contact you to clarify information you have already provided
  • Contact you to request additional information in writing
  • Share your complaint and supporting documentation with the advisor against whom allegations have been directed
  • Request additional information from other parties involved
  • Provide you with updates throughout the complaint handling process
  • Advise of extenuating circumstances that are delaying a final response

Step 3: We provide our Final Response

We provide you with a final response in writing within 60 days. In our response, we explain how we analyzed your complaint, what led to our response and, if possible, the proposed solution to your complaint.

If we present an offer, we provide you with time to make an informed decision whether or not to accept it. Once we reach an agreement, we implement the resolution within 30 days unless we agree on a different timeframe. For complex complaints that need more time, we may extend the response period by up to 30 days and will inform you in writing about the reasons for the extension.

External Options

If, you remain dissatisfied with our response and final position, you can seek an external independent and impartial help from various consumer organizations. Below is a list of these organizations, along with details on how to file a complaint with each:

The OmbudService for Life & Health Insurance (OLHI) assists with unresolved concerns about life and health insurance products and services. Once you have received our Final Response letter, you can submit your complaint online at www.olhi.ca/complaints/submit-a-complaint.

The General Insurance OmbudService (GIO) provides help for Canadian consumers of home, automobile and business insurance. They can discuss your complaint and guide you through the process, but they can only review your case after you receive our final response letter. To submit a complaint please call the number below or use their online complaint form www.gioportal.powerappsportals.com/submit-a-complaint.

For residents of Quebec

You can contact us to request to have your complaint record examined by the Autorité des marchés financiers (AMF) at any time if you are not satisfied with the response we provided or how your complaint was processed. We are required to send your complaint record to the AMF no later than 15 following receipt of your request.

AMF Toll-free telephone number: 1-877-525-0337

Website:  Autorite des marches Financiers (AMF)

For residents of Saskatchewan

If you reside in the Province of Saskatchewan, you may submit your complaint to the Superintendent of Insurance. For complaint inquiries or more information, please contact:

Superintendent of Insurance

Superintendent of Insurance Insurance and Real Estate Division
Financial and Consumer Affairs Authority
4th Floor, 2365 Albert Street
Regina, Saskatchewan S4P 4K1

Phone: 306-787-6700

Fax: 306-787-9006

Email: fid@gov.sk.ca

The Financial Consumer Agency of Canada (FCAC) supervises federally regulated financial institutions to ensure they comply with federal consumer protections laws.

If you have a complaint about a payment, credit or charge card, how the cost of borrowing is disclosed or calculated for a loan or an advance against the cash surrender value of a policy,

or any other obligation of the company under a consumer provision, you may contact the Financial Consumer Agency of Canada (FCAC):

The Office of the Privacy Commissioner of Canada oversees compliance with the Privacy Act, including personal information-handling practices and the Personal Information Protection and Electronic Documents Act (PIPEDA).

If you are not satisfied with our response to your concerns, you may file a formal privacy complaint with the Office of the Privacy Commissioner of Canada online or to file a complaint by mail you can download and complete the forms on their site. 

Contact Information:

Toll-free: 1-800-282-1376

Telephone: 819-994-5444

TTY: 819-994-5424

Visit https://www.priv.gc.ca/en/ for more information.