Follow the links below for answers – and more FAQ

Manulife ID – A new sign-in tool rolling out across Canada

The new Manulife ID has been launched, and continues to roll out across the country. Soon all sign-in activities will require a Manulife ID. 

For support and answers to FAQ, visit the Manulife ID Support centre. From there, link to your specific support page for Group Retirement, Group Benefits or to an Affinity organization.

Group benefits

These numbers are found on your benefits card, which you can find on the plan member site under “My Benefits” or on the Manulife Mobile App. You can also download a benefit card onto your digital wallet from the app. Your plan contract and member certificate are also provided on Claims statements.

To find your benefit card on the website:

  1. Sign in to your plan on the website
  2. Under the “My benefits” tab, click “My benefits card”
  3. Click the picture of the card and print or download it.

To find your benefit card on the app:

  1. Sign in to your plan on the app
  2. Click “Benefits card”
  3. To add it to your digital wallet, click “Add to WalletPasses” or “Add to Apple wallet” on the bottom right

Note: If you need your number for other medical or dental benefits, you can access additional info by pressing the three dots in the top right of the wallet app once the Manulife benefit card has been selected.

Returning visit?

The way you sign in is changing. We’ve introduced Manulife ID to make it easier for you to sign in by setting up your own custom username. Manulife ID also makes it easier to reset your password and to retrieve your username if you forget them.

Learn more about Manulife ID here.

To sign in go to id.manulife.ca and enter your Manulife ID username and password and sign in.

You'll then be asked where you'd like to go. Click on the Group Benefits tile, then click “Go” under the plan that you want to access.

First time signing in?

To set up your Manulife ID and connect it to your new Group Benefits plan:

  1. Go to the “Set up a Manulife ID” page
  2. Follow the steps to set up your Manulife ID
  3. If you’re an existing user connect your Group Benefits plan to your Manulife ID
  4. If you’re new to group benefits, we just need a bit more information to connect you

You can also set up your Manulife ID and connect it to your new Group Benefits plan on the app. Open the app and follow the steps.

Watch this video on how to set-up your Manulife ID.

If you forgot your password and need to reset it:

  1. Go to id.manulife.ca
  2. Click “Forgot your password” and follow the steps to reset your password

Or if you want to change it for security purposes:

  1. Sign in to your plan
  2. On the homepage, under Profile click “Manage your Manulife ID”.
  3. Follow the steps to reset your password

You can reset your password on the app by following the same steps from the app sign-in screen.

Yes, once you are registered on the site or app, you can submit your claims online. To do so:

  1. Sign in to your plan on the website, or mobile app 
  2. Click “Submit a claim”
  3. Follow the steps to submit your claim.

Learn more about how to submit your group benefits claims.

Rules:

You can submit your claim online if:

  • You incurred the expense in Canada
  • You have already paid for and received the service
  • The payment should be made to you
  • The claim is for you
  • The claim is for your spouse and they aren’t covered by another plan
  • The claim is for your dependant(s) if your spouse is not covered by another plan OR your spouse is covered by another plan, but you are the parent whose birthday (month and day) falls earlier in the year
  • The service provider type is listed in the Online Claim Submission tool
  • Your plan includes the Online Claim Submission feature

Please submit all other claims on paper.

Learn more about how to submit your group benefits claims.

Group retirement

If your plan allows online updates, follow instructions. Otherwise, please call us at 1-888-727-7766.

To update most of your personal information:

  1. Sign in to the secure site;
  2. Go to the My Profile menu, under Member Information click View My Member Information;
  3. Update and submit your information.

To change your beneficiary, if permitted:

  1. Print and complete the GRIP (RRIF, LIF, LRIF, PRIF) form or the form for all other plans;
  2. Email your form to gromail@manulife.com, fax to 1-866-945-5110 or mail to:

Manulife Financial
Attention: GRS Client Services
P.O. Box 396
Waterloo, ON
N2J 4A9

If your plan allows withdrawals, you can make a withdrawal online or send us a written request. Check first to find out if withdrawal fees apply.

To make an online withdrawal:

  1. Sign in to the secure site;
  2. Go to the My Account menu and click Make a Withdrawal;
  3. Select an account and follow the steps to make your withdrawal.

If you make an online withdrawal after 4 p.m. EST, we will sell your investments the next business day.

To send us a written request:

  1. Print and complete the withdrawal form
  2. Email your form and a void cheque to gromail@manulife.com
    or fax to 1-866-945-5110, or mail to:

Manulife Financial
Attention: GRS Client Services
P.O. Box 396
Waterloo, ON
N2J 4A9

To get help with withdrawals, call 1-888-727-7766 (weekdays from 8 a.m. to 8 p.m. ET).

Your tax slips and receipts are available online:

  1. Sign in to the secure site
  2. Go to the My Account menu and select Duplicate Tax Receipts/Slips
  3. View or print your tax slips and receipts

Your account statements are available online:

  1. Sign in to the secure site
  2. Go to the My Account menu, under Statements, click View My Statements
  3. View or print your account statements

Individual insurance

Speak to your advisor. If you don’t have an advisor, we can help you find one.

If you have questions about a policy you already own, or you want to update your policy, call us at 1-888-626-8543.

You can download the critical illness form. For inquiries on critical illness, living care or disability claims call 1-888-626-8543 or email us at  manulife_insurance@manulife.ca.

Once we’ve received your claim, it will usually be processed within 5 business days. If you’re signed up for direct deposit, allow 1-2 business days for the deposit to be processed. If you receive your payments by cheque, allow standard mailing times.

Many health care providers can submit your claims directly to us through Provider eClaims. Often, you only have to pay out-of-pocket for the amount that is not covered by your plan. Check with your health care provider to see if they’re set up for Provider eClaims. You can also use our Provider eClaims tool.

Note: the above only applies if your plan includes the Provider eClaims feature.

Investments

You can contact your advisor, or our customer service centre and we’ll be happy to help you:

You can contact your advisor, or our Customer Service Centre and we’ll be happy to help you:

When we receive a withdrawal request in good order, we process it right away. You will receive your withdrawal by Electronic Funds Transfer (EFT) within 3-5 business days. 

If you’re not set up for EFT, we’ll write you a cheque and send it by regular mail. If you would like to receive your money by EFT, please provide your advisor with a pre-printed, personalized void cheque which they can attach to your withdrawal request.

You can contact your advisor, or our Customer Service Centre and we’ll be happy to help you:

Health and dental – Flexcare® and FollowMeTM

Often, you don't have to submit a claim because many hospitals, pharmacies and dentists can submit your claim directly to us. There's no online form or paperwork for you, and you only pay the amount your plan doesn't cover.

If your provider hasn't already submitted your claim, submit your claim online for the fastest response.

Submit your claim online:

  • Within 12 months of the date you were charged
  • After you've paid more than any deductible in your plan
  • Specify the currency if your claim is for services outside Canada
  • Hold onto receipts and applicable supporting documentation for 12 months

Submit your claim on paper by mail:

  • Within 12 months of the date you were charged
  • After you've paid more than any deductible in your plan
  • Specify the currency if your claim is for services outside Canada
  • Include receipts and applicable supporting documentation
  • Make sure you've signed your claim form

Extended health claim form (PDF) – for all covered expenses except dental expenses

Dental benefit claim form (PDF) – must be completed by your dentist or dental specialist

If your form is complete and accurate, you will generally receive payment within six business days.

Log in to SecureServe, anytime you want, to see:

  • Status of submitted claims
  • Claims activity in last 12 months
  • Benefit details including dollar maximums

You can change your address, phone number or email:

You can change how you pay:

Life insurance – Flexcare and FollowMe

Call 1-800-590-0970

Mail any supporting documentation to: 

Manulife
Individual Insurance
P.O. Box 670, Stn. Waterloo
Waterloo, ON   N2J 4B8 

You can change your address, phone number or email:

You can change how you pay:

If you have not used any form of tobacco, tobacco cessation products or marijuana for 1 year (12 consecutive months), you may be eligible for lower premiums. Once approved, your lower premiums will start on your next premium due date.

By mail: complete the Change smoking status form (PDF).

CoverMe travel insurance

You can submit your travel claim online, or by calling our Assistance Centre or through the TravelAidTM mobile app.

> Online:

For a quick and easy claims submission, please have all your documents available in electronic format and visit our travel claims portal.

> Assistance Centre:

Our Assistance Centre is ready to assist you 24 hours a day, each day of the year.

If you have a plan for Travelling Canadians:

If you have a plan for Visitors to Canada:

If you have a plan for Students:

If you have the Flexcare Travel Add-on:

If you have the FollowMe Travel Add-on:

Please mail any supporting documentation to:

CoverMe Travel Insurance
c/o Active Care Management
P.O. Box 1237, Stn. A
Windsor, ON   N9A 6P8

> TravelAid app:

Start your claim or access the Assistance Centre through the TravelAid mobile app.

Please call Claims Inquiry at 1-888-881-8013 or 1-519-945-9246.

Please call 1-877-268-3763 to notify us of any changes to your trip.

You can change your address, phone number or email by calling 1-877-268-3763.

Click on a question for more information: