Manulife FAQ

These numbers are the keys to accessing – and updating – your online information. They are two separate numbers, and you always need them both to sign in.*

They are found on your benefits card, the one you received in your welcome kit, sent to you when your benefits began. They’re also written on Claims statements. So keep them close by to make it faster and easier for you to log in and get things done.

*The Plan contract number confirms the name of your employer; the Member certificate number confirms to us that it’s you.

> Returning visit?

To sign in, go to your Plan member website. You’ll need to have a couple of things handy:

• Plan contract number
• Member certificate number
• Password

Simply enter this info on the site in the appropriate fields (top left of the page), and click ‘Sign in’. Your individual Group benefits page then opens.

> First time signing in?

But if this is your first time on the site, you need to join your plan and register (see ‘Get started’ and the ‘Register now’ button on the site). To do that, you also need:

• Plan contract number
• Member certificate number

When you register, you’re asked to accept some Terms and Conditions, and set up personal verification questions. From then on, you can sign in anytime 24/7 and use the site info. Note the top of your page and the categories from left to right. Answers to many of your questions are likely there, as well as info on how to get some common tasks done.

For security purposes, it’s a good idea to change your password every 60 days or so. Here’s how to get that done:

1. Go to the secure site and sign in with your:

• Plan contract number
• Member certificate number
• Current password

2. Once signed in, go to ‘My profile’ (in the top menu bar), look for the ‘Password’ section in the dropdown, and click ‘Change password’.

3. Enter your current password, then your new one, twice in the two fields provided. When deciding on a new password, remember that it:

• must be 6-20 characters long
• can’t include any special characters
• is case sensitive

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,
   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

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.

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.

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

• Manulife Guaranteed Investments customers: 1-888-790-4387
• Manulife Mutual Funds customers: 1-888-588-7999

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

• Manulife Guaranteed Investments customers: 1-888-790-4387
• Manulife Mutual Funds customers: 1-888-588-7999

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:

• Manulife Guaranteed Investments customers: 1-888-790-4387
• Manulife Mutual Funds customers: 1-888-588-7999

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:

• By phone: 1-800-268-3763
• Complete the change of information form (PDF) and return by mail.

You can change how you pay:

• By phone: 1-800-268-3763
• Complete the change of information form (PDF) and return by mail.

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:

• By phone: 1-800-268-3763
• By mail: complete the change of information form (PDF)

You can change how you pay:

• By phone: 1-800-268-3763
• By mail: complete the change of information form (PDF)

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).