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?

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

If this is your first time signing in to your account, you first need to register, or ‘join’, your plan (see ‘Get started’ and the ‘Register now’ button on your Plan member secure site). 

You need:

  • your Plan contract number* and Member certificate number*
  • to accept the Terms and Conditions
  • to set up personal verification questions (PVQ)**

*Your Plan contract number and Member certificate number are two separate numbers, and you will always need them both to sign in. After registering, you will use them to sign in anytime 24/7.

**Visit our Managing your Group Benefits account page for more about PVQ.

Your Plan contract number* and Member certificate number* are written on your benefits card. The card came with your welcome kit; they’re also written on Claims statements.

Your welcome kit would have arrived when your benefits began, either by email or regular mail. 

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

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:

  1. Sign in to the Plan member secure site.
  2. Go to the My profile menu and select Personal information to update your email address, phone number, or home address.
  3. Enter changes to your personal information, then click Submit.
  1. Sign in to the Plan member secure site.
  2. Go to the My profile menu and select Direct Deposit and ECS information to update your banking information.
  3. Update your banking information, then click Submit.

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.

  1. Sign in to the Plan member secure site.
  2. Go to the Forms menu and select Administration forms.
  3. Under Find a form, download the Change of Beneficiary form.
  4. Print and complete the form.
  5. Go to Contact Us and click on Send documents.
  6. Click on Browse… to select a scan or an image of your signed completed form.
  7. Select Beneficiary under File Category.
  8. Click on Send to send the completed form to Manulife.

Your Plan contract number and Member certificate number are the keys to accessing – and updating – your online information. They’re two separate numbers, and you always need them both to sign in.*

They’re found on your benefits card, the one you received in your welcome kit, sent to you when your benefits began, by email or regular mail. They’re also written on Claims statements.

> Returning visit?

  1. Sign in to the Plan member secure site.
  2. Simply enter your Plan contract and Member certificate numbers in the appropriate fields (top left of the page), plus your password.
  3. Click ‘Sign in’.
  4. Your individual Group Benefits page opens.

> First time signing in?

If this is your first time signing in to your account, you first need to register, or ‘join’, your plan (see ‘Get started’ and the ‘Register now’ button on your Plan member secure site). 

You need:

  • your Plan contract number* and Member certificate number*
  • to accept terms and conditions
  • to set up personal verification questions

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

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:

Take these steps to confirm what your coverage includes:

  1. Sign in to the Plan member secure site.
  2. Go to the My benefits menu and select one of the available options under Available balances.
  3. To get an overview of your benefits coverage, go to the My benefits menu and select Benefits booklet. Your booklet outlines details of your plan.

Find out what your drug coverage includes as follows:

  1. Sign in to the Plan member secure site.
  2. Go to the My Benefits menu and select My drug plan.
  3. 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.

File a Group Benefits insurance claim through the Manulife mobile app or online for quick response times. Register for Direct Deposit to get covered expense balances into your bank account faster. Here’s how:

Step 1 – Sign in to your plan member secure site. To do so, you need:

  • your Plan contract number
  • Member certificate number
  • the password you set up when you registered your account

Step 2 – Once signed in, click on ‘Claims’ in the top menu bar, and under ‘Submit a claim’ choose between:

  • health and dental claim
  • disability claim
  • or click on claim forms to find the appropriate form for your specific type of claim

Our Manulife mobile app has a fresh, intuitive design that allows you to conveniently:

  • submit your claims
  • review recent claims and payment information
  • see your benefit balances
  • load your benefits card
  • find health care providers in your area with directions on how to get there
  • search My drug plan for a drug and find the lowest cost alternative
  • find places to get your prescriptions for less with pharmacy savings search

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

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.

Email us

If your company has Group Benefits insurance with us, you’re eligible to register and log in to our Plan member secure site. Please email your questions to our customer service centre from there. Look for the Contact us tab in the top menu on the far right. Under Email us, click on ‘Send a note’.

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.