Group benefits
Frequently asked questions for plan members


  • Administration
  • Claim
  • Coverage
  • Online

It depends on the type of expense. In most cases, you need to include an itemized receipt and claim form. Some expenses may require additional supporting documentation, such as a physician’s referral.

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.

To submit your claim online:

  1. Sign in to the secure site
  2. Under the “Claims” tab, click “Submit a Claim—Online Claims”

Follow the steps to submit your claim

To submit your claim on paper:

  1. Print and complete the appropriate health or dental claim form 
  2. Attach your receipts and supporting documentation
  3. Mail it to the address on the form

Mail your claim to the address at the bottom of your claim form. 

Health and dental claim forms are available on our public website or:

  1. Sign in to the secure site
  2. Under the “Claims” tab, click “Claim Forms”
  3. Narrow the list by type of form in the menu on the right side of the page

It takes up to five business days to process a claim, provided you include all receipts and/or paperwork required to support the claim (when you first sent it in). Otherwise, the process may take longer.

If you have direct deposit, add one or two more business days for funds to be deposited into your account. If you receive your money by cheque, please add standard mailing timelines to that (to allow time for mail delivery).

Find health and dental claim forms on our public website or:

  1. Sign in to the secure site
  2. Under the “Claims” tab, click “Claim Forms”
  3. Narrow the list by type of form in the menu on the right side of the page

Your most recent claims are listed on the home page of the secure site. To see your most recently processed claims:

  1. Sign in to the secure site
  2. Recent claims appear at the bottom of the home page

To search for specific claims:

  1. Sign in to the secure site
  2. Under the “Claims” tab, click “Search My Claims”
  3. Enter the date, benefit type or patient/claimant

If your claim is not listed on the secure site, we have not finished processing your claim. If it’s been more than 10 business days since you submitted your claim, you may call our Customer Service Centre to confirm the status of your claim.

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.

Note: the instructions below do not apply to all plans. If you are unable to update your information using the instructions below, call the Customer Service Centre for directions specific to your plan

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

  1. Sign in to the secure site
  2. Under the “Claims” tab, click “Banking Information—Update Banking Information”
  3. Provide your transit number, institution number and account number

Manulife routinely audits online claims. You’re required to your receipts for 12 months from the date you submit a claim.

To see what services your plan covers:

  1. Sign in to the secure site
  2. 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.

To inquire about whether you can add/change coverage:

  • Talk to your plan administrator at work, or
  • Call the Customer Service Centre for information

If you have Flexible Benefits administered by Manulife, you may be able to add/change coverage online. To submit changes due to a major life event, such as getting married or having a child:

  1. Sign in to the secure site
  2. Under “Quick Links,” click “Manage My Plan”
  3. Select the option that describes your situation

Find these numbers:

  • On your wallet card
  • From your plan administrator at your work

To print your own card:

  1. Sign in to the secure site
  2. Under “My Benefits,” click “Benefits Card—My Benefits Card”
  3. View or print your card

To order a plastic card, call 1-800-268-6195. We will mail your card to you in two to three business days.

Note: the instructions above apply only if your plan includes Pay Direct Drug coverage and/or Emergency Travel Assistance

We need to approve certain drugs for coverage before you get your prescription filled. To apply for “prior authorization,” print and complete the Drug Prior Authorization form

Note: the instructions below do not apply to all plans. If you are unable to update your information using the instructions below, call the Customer Service Centre for directions specific to your plan

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

  1. Sign in to the secure site
  2. Under “My Profile,” click “Personal Information—Edit Personal Information”
  3. Update your information

To update your banking information:

  1. Sign in to the secure site
  2. Under “Claims,” click “Banking Information—Update Banking Information”
  3. Update your information

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

  1. Sign in to the secure site
  2. Under “Forms,” click “Administration Forms—Find a Form—Change of Beneficiary”
  3. Complete the form and submit it as per the instructions on the form

Please call us at 1-800-268-6195 or contact your plan administrator at work to discuss.

Please call us at 1-800-268-6195 or contact your plan administrator at work to discuss.

Please call us at 1-800-268-6195 or contact your plan administrator at work to discuss.

You may be able to convert your group life, health and dental coverage to individual coverage. For more information, call 1-800-268-6195.

> 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.

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, by email or regular mail (benefits cards are plastic or digital). 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.

To register or activate your account: 

  1. Go to https://wwwec7.manulife.com/signin/en
  2. On the home page, click “Login/Register”, then click “Registration”
  3. Follow the steps to register or activate your account

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

First off, don’t worry. If you can’t remember or lost your password, we can fix that. Just follow these steps:

1. Go to the secure site and enter your:

  • Plan contract number
  • Member certificate number

2. Click on “I forgot my password” (located right under the 'Sign in' button). A Personal Verification Question (PVQ) will pop up for your to answer and confirm your identity. You would have set up PVQ when you first registered your account.

Once we confirm your identity, you’ll have a chance to reset your password.

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