Coordination of Benefits

Do you have insurance coverage under more than one benefits plan? With Coordination of Benefits (or COB), you and your family members may qualify for reimbursement of up to 100% of your insurance claim. But how do you get that done?

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Let’s get started with your Group Benefits account.  Here’s a few FAQ about registering, signing in, passwords, and personal verification questions. 

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.

Click to get started, then "Continue"

If you’re using the mobile app to access your group benefits account, a Manulife ID is required.

First time signing in?

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

  1. Click the “Set up a Manulife ID” button
  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 setup your Manulife ID.

Returning visit?

If you already have a Manulife ID, click the “Sign in” button and enter your Manulife ID username and password. Then click “Go” under the plan that you want to access.

 

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. Click on the Group Benefits tile, then click “Go” under the plan you want to access
  3. Under the “My benefits” tab, click “My benefits card”
  4. 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.

 

Check out our Managing your Group Benefits account page for guidelines on operating your account, including the following (and more):

  • sign-in issues 
  • password instructions
  • personal verification questions (PVQ)

Need a little more information? Here’s a resource that talks about enrolment and selecting benefits. Or, check out our Group Benefits FAQ from the link below.

A large part of managing your account is about keeping your information – including beneficiary(ies) designation(s) – up-to-date. Here’s a few step-by-step guides about how to do just that:

To update your personal information, including your email, phone number and address:

  1. Sign in to your plan on the website
  2. Click on the Group Benefits tile, then click “Go” under the plan you want to access
  3. Under “My Profile,” click “Personal Information—Edit Personal Information”
  4. Update your information
  5.  

The instructions below do not apply to all plans. If you are unable to update your information using the instructions below, talk to your HR representative. (Please note: you cannot set up direct deposit on the app, you have to use the website to do so.)

Direct deposits are easier and faster than cheques. To set up direct deposit:

  1. Sign in to your plan on the website
  2. Click on the Group Benefits tile, then click “Go” under the plan you want to access
  3. Under the “My profile” tab, click “Edit my banking Information”
  4. Enter your transit number, institution number and account number

You can find your banking information on a personal cheque, direct deposit form, or you can ask your bank for assistance.

If you have a void cheque handy, follow the diagram below to find your banking information:

Cheque, transit number 5 digits, account number 12 digits, institution number 3 digits

For more, visit our Change your bank information page.

The instructions below do not apply to all plans. If you are unable to update your information using the instructions below, talk to your HR representative.

To update your beneficiary information, if your life insurance is with Manulife:

  1. Sign in to your plan on the website
  2. Click on the Group Benefits tile, then click “Go” under the plan you want to access
  3. Under “Forms,” click “Administration Forms—Find a Form—Change of Beneficiary”
  4. Complete the form and submit it as per the instructions on the form
  5.  

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.

Click to get started, then “Continue”

If you’re using the mobile app to access your group benefits account, a Manulife ID is required.

First time signing in?

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

  1. Click the button “Set up a Manulife ID”
  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.

Returning visit

If you already have a Manulife ID, click the “Sign in” button and enter your Manulife ID username and password. Then click “Go” under the plan that you want to access.

Video: Plan member site overview

Learn more about our Plan member site with this guided video tour.

Your coverage

Find out what your plan covers – and what it doesn’t cover:

To see what services your plan covers: 

  1. Sign in to your plan on the website
  2. Click on the Group Benefits tile, then click “Go” under the plan you want to access
  3. Under the “My Benefits” tab, click “View Benefits Booklet”

If your plan does not include an online Benefits Booklet, your plan administrator at work may be able to supply you with information about services your plan covers. You may also contact our Customer Service Centre to inquire about coverage for a specific type of expense.

Find out what your drug coverage includes as follows:

  1. Sign in to your plan on the website.
  2. Click on the Group Benefits tile, then click “Go” under the plan you want to access
  3. Go to the My Benefits menu and select My drug plan.
  4. Search for a drug name to find out your coverage details.

Video: Pharmacy search tool

Watch this video to find ways you may reduce prescription drug costs.

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
  2. Click on the Group Benefits tile, then click “Go” under the plan you want to access
  3. Click “Submit a claim”
  4. 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:

  1. You incurred the expense in Canada
  2. You have already paid for and received the service
  3. The payment should be made to you
  4. The claim is for you
  5. The claim is for your spouse and they aren’t covered by another plan
  6. 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
  7. The service provider type is listed in the Online Claim Submission tool
  8. 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.

You can download the Manulife Mobile App from the app store on both android-enabled and apple phones. Search for Manulife Group Benefits and look for the app called Manulife Mobile.

Learn more about the app

Video: Submit a claim

Learn more about how to submit claims online.

If you have Group Benefits insurance under more than one plan, with Coordination of Benefits you may be able to get back the full amount of your claim. This resource shows you how:

You will need to:
  • First send the claim in to your own plan.
  • If your plan doesn’t pay out the full amount of the claim, then you would send the claim in to your spouse’s plan to recover any amounts their plan may cover.

Your spouse will need to:

  • First send the claim in to their own plan.
  • If their plan doesn't pay out the full amount of the claim, then they may send the claim in to your plan to recover any amounts your plan may cover.

Consider the birth dates of both your spouse and yourself. Is your birthday closer to January 1st than is your spouse’s birthday? If it is, then your plan will pay the claim first, followed by your spouse’s plan. If it’s not, your spouse’s plan will pay first, followed by your plan.

Whoever has the birthday closer to January 1st is the one whose plan will be applied to first.

Send the claim in as follows:

  • to your full-time job’s plan first
  • if there are outstanding amounts not paid, submit the claim to your part-time job’s plan second
  • and if there are still amounts outstanding, and you have a spouse who has benefits, submit your claim to your spouse’s plan third

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Looking for a form for Group Retirement or Individual insurance?

Manulife mobile app

Learn more about how to download the app for Group Benefits and Group Retirement plans.

Provider eClaims

These health care providers bill Manulife directly for service costs you incur with them.

Mental Wellness Solutions

Employers: Review this comprehensive listing of resources, videos, stories and more.

Chat with us

Chat with us and get your questions answered in real time. We can help with coverage details, claims, and more. 

Agents are available when the ‘Let’s chat’ option appears in the lower right-hand corner of your screen. Just click on it to start a chat. Be sure to have your Group Benefits plan details handy.

 We’re online from 9 a.m. to 7 p.m. EST, Monday to Friday.

Mail

You’ll find the appropriate mailing address for your claim included right on the claim form. 

Learn more at our How to submit your Group Benefits claims page. And for answers to questions about submitting by mail, check out our Group Benefits FAQ and select ‘Paper claim’.

Call us

For general questions about Group Benefits coverage, claims and more, call:

1-800-268-6195 (8 a.m. to 8 p.m. EST, Mon. to Fri.)

For questions about short- and long-term disability claims and applications, please call:

1-877-481-9169 (8 a.m. to 8 p.m. EST, Mon. to Fri.)

* In response to COVID-19, making sure loved ones have access to their benefits is essential to their safety. We want to make it easier for you to get the information you need to care for them.

If you have Power of Attorney (POA)

If you call our call centre, to make claims on behalf of someone, ask questions about eligibility or make administrative changes, you’ll need to provide us with the following:

  • verification that you are Power of Attorney (POA)
  • the account holder’s full name and date of birth
  • the account holder’s member number and certificate number

If you don't have Power of Attorney (POA)

If you aren’t the POA but can provide us the account holder’s full name, date of birth, member number, and certificate number, then we can provide you the account holder’s coverage information. Or you can assist your loved one in navigating our plan member site, or our Manulife mobile app.