Claims Submission Guidelines

Did you know that you can submit all of your claims online?

We’ve got an app for that. Download the iOS or Android app and sign in to submit your claims on the go!

Want to submit your claim right from your provider’s office?

Check your benefits booklet or ask your plan administrator to find out more about your plan.

Your benefits may not cover everything listed below.

Check your benefits booklet or ask your plan administrator to find out more about your plan.

How to send us a claim?

Get your receipts

You’ll need a receipt from your health care provider that shows the product or service you paid for. We don’t need to see the receipt for your payment method (for example, a credit card receipt or statement).

Get your provincial plan information

Send us a claim

Sign in

  • You need your Plan Contract Number, Certificate Number, and the password you created when you signed up.
  • Sign in to the member site or the iOS or Android app and click the submit a claim button.

Submit your claim

  • Once you’ve signed in, follow the prompts for your type of claim.
  • Attach any supporting documents if we ask for them, such as receipts, provincial coverage details, or statements from other health plans.
  • That’s it!

Did another health plan cover some of your expenses?

  • You may also need to send us other information, including pictures, receipts, images, or x-rays. We’ve explained what we need for each type of expense in the list on this page.
  • If you send us a picture, make sure the picture is clear. If the picture is blurry and we can’t see the details clearly, we’ll have to ask you to send it to us again.

You can find out more about your provincial plan here:

Does your province’s health plan cover some of your expenses?

Your province’s health plan may help you cover some medical and health expenses.

You can find out more about your provincial plan here:

  • Ask your doctor or health professional if your province’s health plan covers part of the cost.
  • If your province’s health plan turned down your claim, send us a statement from them that explains their decision.
  • If your province’s health plan should cover your claim, but you are not sending a claim to them, send us a note telling us why.

Before you spend money

For expensive equipment or procedures, it’s a good idea to check that your claim will be covered before you buy it. You can ask us to check your claim by sending in an estimate of the cost for us to review before you buy—and you can send it to us online! Go to the plan member site for your group benefits and sign in [CP1] to send us your estimate. We recommend sending in an estimate for the following items:

  • Medical equipment that costs more than $500.
  • Drugs that need pre-approval. The exact drugs depend on your plan. You can find out if a drug is covered by sending in:
    • The name of the drug.
    • The Drug Identification Number (DIN).
    • The method for taking the drug.
    • The dose of the drug.
    • Where the drug is being given (if applicable).
    • Drug Prior Authorization Form (Google Chrome: Right-click the link and select Save link as... to download the form)
  • Expensive dental work
    • Your dentist knows what we need. Most dentists can submit an estimate for you, or you can submit it online yourself. When you submit an estimate, make sure you clearly label it as an estimate so we know what you need.

Manulife doesn’t cover claims from all providers. You can find an approved provider or check to make sure we cover your provider.

  • Go to the plan member site for your group benefits and sign in.
  • Look for one of these links
    • Find an approved health care provider
    • View list of providers not covered

More information about claims

Depending on your claim, you may need to send us more information when you send in your claim. Click on the links below to learn more about these claims and find out what you need to send.

You can send us a picture instead of mailing paper, but make sure the picture is clear. If the picture is blurry and we can’t see the details clearly, we’ll have to ask you to send it to us again.

Here’s what you need to include with your claim:

  • a copy of the original receipt that shows:
    • the name of the person who needed the ambulance
    • the date of service
    • a description of the service

Artificial prosthesis

Here’s what you need to include with your claim:

  • a medical doctor’s referral
  • a copy of any statements you get from your provincial plan
  • a copy of the original receipt that shows:
    • the name of the person who needs the prosthesis
    • the date of service
    • the cost of the prosthesis

If this prosthesis is a replacement, and you are not claiming the new prosthesis through your province’s health plan, or if coverage was declined, include a medical doctor’s referral that shows:

  • the age of the existing prosthesis
  • the reason it is being replaced
  • the reason why the province’s plan won’t cover it, or why you didn’t claim it through your province’s plan

If you are submitting a claim for a repair, include an estimate for repair that shows:

  • the type of prosthesis being repaired
  • the cost to repair
  • the age of the prosthesis

Here’s what you need to include with your claim:

  • a copy of the original receipt that shows:
    • the name of the person being tested
    • the name of the test
    • where the test was done
    • a breakdown of the costs
    • the total amount charged for the test

Here’s what you need to include with your claim:

  • a copy of the original receipt that shows:
    • the name of the person who needs the hearing aid
    • the date of service
    • the cost of the hearing aid
  • a copy of any statements you get from your provincial plan
  • if your province’s health plan doesn’t pay for any of the hearing aid cost, include a medical doctor’s referral if the hearing aid costs more than $3000.00

Here’s what you need to include with your claim:

  • a medical doctor’s referral that shows:
    • why you need the product
    • diagnosis or medical condition you need the product for
    • the medical reasons why you need a hospital bed rather than a regular bed
    • an estimate for how long you’ll need the hospital bed
  • a receipt that shows either the rental cost or the purchase price for the hospital bed
  • a quote with the cost for buying the equipment, if you’re renting the item
  • a copy of any statements you get from your provincial plan

Insulin pump supplies are a type of medical equipment.

Here’s what you need to include with your claim:

  • a copy of the original receipt that shows:
    • the name of the person who needs the equipment
    • the date of purchase
    • a description of the items
  • Include one of these documents:
    • a medical doctor’s referral that includes a diagnosis or medical condition you need the product for
    • a statement from your province’s health plan confirming that they cover the supplies

We only pay for expenses that are more than your provincial grant amount

Here’s what you need to include with your claim:

  • a medical doctor’s referral that shows:
    • why you need the equipment
    • how long you’ll need the equipment
    • a description of activities the equipment will be used for
  • tell us if you’re buying this equipment for the first time, or tell us the reason you’re replacing this equipment
    • if you’re replacing this equipment, tell us how old it is and why you’re replacing it
  • a copy of the original receipt that shows:
    • the name of the person who needs the equipment
    • the date of purchase
  • a quote with the cost for buying the equipment, if you’re renting the item
  • a copy of any statements you get from your provincial plan

We may ask you for more information to help us check your claim.

Here’s what you need to include with your claim:

  • a medical doctor’s referral that shows:
    • why you need the product
    • diagnosis or medical condition you need the product for
  • a copy of the original receipt that shows:
    • the name of the person who needs the shoes
    • a breakdown of the expenses
    • the date the shoes were given out, or the date you fully paid for them
  • a copy of any statements you get from your provincial plan
  • for custom shoes only: a receipt showing that the shoes were made from a last of the person’s feet — a last is a model of a person’s feet that the shoes are built on

Slippers, workboots, and sandals are not covered.

Here’s what you need to include with your claim:

  • a referral showing the medical reason for the orthotics
  • copies of the biomechanical evaluation and gait analysis
  • a description of how the orthotics were created, which must include:
    • casting technique
    • type of raw materials used
  • a copy of the original receipt that shows:
    • the orthotics have been given out to you, or
    • you’ve fully paid for them

You can attach this information as one file, or a few separate files. Your referral may need to be from a licensed doctor, podiatrist, or chiropodist. Some plans may have different rules for referrals. Check your booklet to find out yours.

Here’s what you need to include with your claim:

  • a medical doctor’s referral that shows:
    • the medical reason for the oxygen
    • an estimate for how long you’ll need oxygen therapy
    • confirmation that you are able to move on your own. If yes, how many hours per day and per week?
    • whether you are able to leave your home
  • an estimate from the oxygen supplier that includes:
    • a description of the oxygen system and reasons they recommend that system
    • the cost to buy the system, including accessories
    • if you can’t buy the system, what is the cost to rent, including accessories?
    • if you need more than one type of oxygen system, tell us why the second system is needed
  • any supporting oximetry reports
  • a copy of any statements you get from your provincial plan

Send in an estimate before you send in your claim.

Here’s what you need to include with your claim:

  • a letter from a medical doctor that shows:
    • a diagnosis and description of the medical condition
    • an estimate for how long the patient will need nursing care
    • how many hours per day is care needed?
    • a list of orders for the care
    • a copy of the doctor’s order for nursing care
    • a list of drugs the nurse will be giving, including strength, dosage, and method of administration
    • a confirmation of the level of nursing needed (R.N., R.P.N., L.P.N., Health Care Aide, etc.)
    • where the services will be provided (the patient’s home, hospital, nursing home, other)
  • information from the nursing company:
    • the name and address of the agency providing the services
    • the type of nurse they are sending and the hourly rate
  • if your province’s home care program is also providing nursing care in the home, include a detailed description of their services, including:
    • how many hours per week your province’s home care plan covers
    • a description of who is providing the service (their title and whether they’re an RN, RPN, or PSW)
    • if the home care plan doesn’t cover service, explain why it isn’t covered

Here’s what you need to include with your claim:

  • a medical doctor’s referral (once every 12 months) that shows:
    • why you need the stockings
    • the diagnosis or medical condition you need the stockings for
  • a statement showing your provincial plan paid part of the cost (if needed)
  • a copy of the original receipt that shows:
    • the name of the person who needs the stockings
    • the date of the service
    • a breakdown of the expenses
    • the gradient or compression factor
    • the stocking style (knee high or full length)
  • a description of activities the stockings will be worn for
  • indication of whether the stockings were custom-made or stock

Here’s what you need to include with your claim:

  • a copy of the original receipt that shows:
    • the name of the person who needs the supplies
    • the date
    • the full cost of the supplies
  • a copy of any statements you get from your provincial plan

We only pay for expenses that are more than your provincial grant amount.

Here’s what you need to include with your claim:

  • a medical doctor’s referral that shows:
    • the medical reason for the wheelchair
    • the type of wheelchair – is it a scooter, a manual wheelchair, or an electric wheelchair?
    • an estimate for how long you’ll need the wheelchair
    • if you already have a wheelchair, how old is it and why are you replacing it?
    • if the doctor is recommending an electric wheelchair, they should include details about why they are recommending electric instead of manual
    • the note should tell us:
      • if you can move a manual wheelchair on your own
      • how far you can move it
      • what activities you’ll use the wheelchair for
    • how long will the wheelchair help you to move on your own

This information helps us understand what type of equipment your doctor thinks you can operate.

  • a copy of any statements you get from your provincial plan
  • a copy of the original receipt that shows:
    • the name of the person who needs the wheelchair
    • the date of purchase
    • a breakdown of costs, including any accessories

If you need medical help when traveling out of province, send your claim to your province’s health plan first, as many items should be covered. You can then send us copies of your receipts along with the statement that shows what was covered by your provincial plan.

Here’s what you need to include with your claim:

  • a copy of the original receipt that shows:
    • the name of the person being treated
    • the diagnosis or medical condition the person was treated for
    • the date of service
    • the details and cost for each service
    • the details of any discounts you received
    • your Allianz case number, if you were travelling outside of Canada
  • whether the person was treated for the same diagnosis or medical condition before leaving Canada
  • the dates of the trip, including when the person left Canada, when they came back to Canada, and where they were travelling to
  • whether the person was covered under any other travel or group insurance plan

Here’s what you need to include with your claim:

  • a medical doctor’s referral that:
    • explains the diagnosis
    • confirms the referral
  • statements showing any payment or decline from your province’s health plan
  • a copy of the original receipt that shows:
    • the name of the person receiving the service
    • the date of service
    • the details and cost for each service

Did another health plan cover some of your expenses?

Another health plan may help cover some of your expenses. Using more than one plan to pay a claim is called coordination of benefits, or COB. If another health plan helped pay your claim, send us a statement showing us how much of your claim they paid.

Paper claims and forms

Did you know you that you can submit all of your claims online?

Yes, you can! Go to the plan member site for your group benefits and sign in to submit your claim. Want to submit your claim right from your doctor’s office? We’ve got an app for that. Download the iOS or Android app and sign in to submit your claims on the go!

If you really have to send us a paper claim, you can do that, too. Here’s how:

  • Once you’ve signed in, follow the prompts for your type of claim
  • Attach any supporting documents if we ask for them, such as receipts, provincial coverage details, or statements from other health plans.