Group Benefits
Frequently asked questions for plan members

To set up your Manulife ID on the Manulife Mobile app:

1. Download and launch the Manulife Mobile app.
2. Select Set up your Manulife ID link on the initial onboarding screen.
3. Follow the steps to set up your Manulife ID.

To set up your Manulife ID and connect it to your group benefits plan on the plan member site:

1. Go to the Set up a Manulife ID page.
2. Follow the steps to set up your Manulife ID.

If you already have a Manulife ID, follow the steps to connect to your group benefits plan. If you’re new to Manulife’s group benefits, enter the requested information so we can connect your benefits plan. 

Once you’ve set up your Manulife ID, you can use it to sign in:

• On the Manulife Mobile app: Open the app and enter your Manulife ID username and password. 
• On the plan member site: Visit the sign-in page and enter your Manulife ID username and password. 

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

1. Sign in to your benefits plan on the plan member site.
2. In the left navigation, select My account.
3. Under My account, select My personal information.
4. Update your information. 

To update your banking information:

1. Sign in to your benefits plan on the plan member site.
2. In the left navigation, select My account.
3. Under My account, select My personal information.
4. Under My banking information, select the Edit icon.
5. Follow the prompts to update your banking information, including your transit number, institution number, and account number.

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

1. Sign in to your benefits plan on the plan member site.
2. In the left navigation, select Information & assistance.
3. Select Forms.
4. Select Administration forms to find the Change of beneficiary form.
5. Complete the form and submit it as per the instructions on the form.

Note: If you are unable to update your information, contact your plan administrator at work or call us at 1-800-268-6195. 

You can only set up direct deposits through the plan member site. To set up direct deposits:

1. Sign in to your benefits plan on the plan member site.
2. In the left navigation, select My account.
3. Under My account, select My personal information.
4. Under My banking information, select the Edit icon.
5. Follow the prompts to update your banking information, including your transit number, institution number, and account number.

Note: If you are unable to update your information, contact your plan administrator at work or call us at 1-800-268-6195. 

Follow these easy steps:

1. Go to the sign-in page.
2. Select Forgot your username.
3. Enter your email address.
4. Follow the steps to recover your username.

You can recover your username in the app by following the same steps from the app sign-in screen.

Follow these easy steps:

1. Go to the sign-in page.
2. Select Forgot your password.
3. Follow the steps to reset your password.

You can reset your password in the app by following the same steps from the app sign-in screen. 

Yes. Once you have registered your Manulife ID, you can begin submitting claims through the Manulife Mobile app or plan member site:

1. Sign in to your benefits plan on the Manulife Mobile app or plan member site.
2. Select Submit a claim.
3. Follow the steps to submit your claim.

For more information on how to submit your claims, click here.  

To submit your claim on paper:

1. Print and complete the appropriate health or dental claim form.
2. Include your receipts and supporting documentation.
3. Mail it to the address at the bottom of the claim form. 

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

Find health and dental claim forms on Manulife.ca or on the plan member site:

1. Sign in to your benefits plan on the plan member site.
2. In the left navigation, select Information & assistance.
3. Under Information & assistance, select Forms.
4. Under Forms, select Claim forms.
5. Use the Search function in the top right of the screen to narrow your search. Forms are in alphabetical order and can be subdivided into types of forms using the Filters (located under the Search field). 

Yes. If you don’t see the service or provider listed, you can still submit your claim using:

• Service not listed (under health)
• Provider not listed (under paramedical) 

These options allow you to submit claims for services, providers, or items that aren’t listed in the available categories.

For example, your benefits plan may show a set list of services or providers, but not every option will appear in the drop-down menu. If your expense doesn’t fit one of the listed categories, select one of the options above and we’ll review your claim based on your coverage. 

If your provider offers direct billing, they can submit the claim on your behalf, and you only pay the portion not covered by your benefits plan.  

Check with your health care provider to confirm if they offer direct billing. You can also use our Health Care Provider Search tool to find providers who offer this service. 

Your most recent claims are listed on the homepage of the Manulife Mobile app or the plan member site. Each claim includes a progress bar that shows where it is in the review process. To view your claims on the Manulife Mobile app:

1. Sign in to your benefits plan on the Manulife Mobile app.
2. Select Claims from the bottom navigation.

To view your claims on the plan member site:

1. Sign in to your benefits plan on the plan member site.
2. View Recent claims on the home page.
3. To view all claims, select View all claims in the Recent claims section.
4. Or select Claims in the left navigation, then select Claims hub.

To search for a specific claim, you can use the filters at the top of the list.

Note: The search feature is not available on the app. 

Claims are typically processed within 5 business days, provided you include all receipts and supporting documentation when you first submit it. If information is missing or more information is needed, it may take longer.

If you have direct deposit, payments are typically deposited within 1 to 2 business days after your claim is processed; however, timing may vary depending on your financial institution. If you receive payment by cheque, allow additional time for mail delivery.

Keep your receipts for 12 months after submitting as we sometimes audit claims.  

To see what services your benefits plan covers:

1. Sign in to your benefits plan on the plan member site.
2. In the left navigation, select Coverage.
3. Under Your benefits, select View benefits booklet.

Can’t find your online benefits booklet? Contact your plan administrator at work or give us a call at 1-800-268-6195 to inquire about coverage for a specific type of expense. 

You can check how much your benefits plan will cover on the plan member site in your benefits booklet. When you check your coverage, consider the following:

• coverage percentage: the portion of eligible costs we cover (e.g., 80%)
• maximums: the dollar limit your benefits plan will pay for a service within a specific time period (e.g., $1000 per calendar year)
• deductible: the amount you need to pay before your coverage begins
• eligibility rules: any requirements for the service or provider to be covered
• provider type: services may only be covered when provided by eligible and licensed/registered providers

Your actual reimbursement may vary based on these factors, and whether your provider charges more than the reasonable and customary amount for the service.

To check your remaining balance on the Manulife Mobile app:

1. Select Coverage from the bottom navigation.
2. Scroll to view your covered services.
3. Select a service to view your remaining balance. 

To check your remaining balance on the plan member site: 

• Select Coverage & balances on the homepage to check your balance for Health, Dental, Drugs, and Health Care Spending Account & Wellness Account. 

Depending on your benefits plan details, coverage may vary based on the following factors: 

Depending on your benefits plan, you may be able to make coverage changes during an open enrolment period or after a qualifying life event. To make changes, sign into the plan member site and select Coverage. If you’re unable to make changes, contact your plan administrator at work. 

You can search for drug coverage by drug name or drug identification number (DIN) on either the Manulife Mobile app or plan member site.

On the Manulife Mobile app:

1. Sign in to your benefits plan on the Manulife Mobile app.
2. Select Coverage from the bottom navigation.
3. Select Drug coverage.
4. Enter the drug name or DIN in the search field.
5. Select Search.

An estimate of the drug cost, how much your benefits plan will cover, and the amount you will need to pay will be displayed. On the plan member site:

1. In the left navigation, select Coverage.
2. Under Coverage, select My drug plan.
3. Select your or your dependants name and the province where the drug will be purchased.
4. Enter the drug name or the DIN in the search field.
5. Select Search.

An estimate of how much your benefits plan will cover, and the amount you will need to pay will be displayed. Using the pharmacy savings search tool, you can view nearby pharmacy locations where the drug may be available at a lower price.

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

These numbers are on your benefits card. You can find your benefits card in the Manulife Mobile app or on the plan member site under Coverage and Your benefits. You can also add your benefits card to your digital wallet from the app.

Your plan contract number and member certificate number are also provided on claims statements.

To find your benefits card on the Manulife Mobile app:

1. Sign in to your benefits plan on the Manulife Mobile app.
2. On the home screen, select View your benefits card.
3. To add it to your digital wallet, select Add to Wallet passes or Add to Apple wallet.

To find your benefits card on the plan member site:

1. Sign in to your benefits plan on the plan member site.
2. In the left navigation, select Coverage.
3. Under Coverage, select Your benefits.
4. Under Your benefits, select My benefits card.
5. View, download, or print your benefits card. 

Depending on your benefits plan, you may be able to add or remove a family member on the plan member site:

1. Sign in to your benefits plan on the plan member site
2. In the left navigation, select My account
3. Under My account, select Manage my plan.
4. In the What’s happening dropdown, select the applicable option.
5. Enter the date for When did this event happen?
6. On the Your family screen, select Add or Remove to edit your family.
7. Select Next and continue to follow the prompts until you reach the end, then select Save.

If you are unable to make a change, please give us a call at 1-800-268-6195 and we’ll provide instructions on next steps. 

Children under age 21, including biological, adopted, and stepchildren, can be covered under your benefits plan. They must be dependent on you, not married, and not working full-time. Stepchildren must be living with you to be eligible.

In some cases, children over the age of 21 may also qualify for coverage for additional years. For example:

• if they are a student attending an accredited school, college, or university, are not married or working full-time, and are under age 25 (proof of full-time attendance is required)
• if they have a mental or physical disability and are dependent on you for support, maintenance, and are not married or able to work full-time 

Note: Please confirm with your plan administrator that this age limit applies to your group benefits plan, as there may be exceptions. 

Depending on your benefits plan, you can update your child's student status. On the Manulife Mobile app:

1. Sign in to your benefits plan on the Manulife Mobile app. 
2. Select the menu icon in the top left corner.
3. Select Settings.
4. Under Plan management, select Manage my plan.
   Select Change in eligibility of dependants under the What’s happening dropdown
5. Enter the date for When did this event happen?
6. Find your child and select Edit.
   On the Edit a family member screen, confirm your child’s student status. 
7. Select Save. 

On the plan member site:

1. Sign in to your benefits plan on the plan member site.
2. In the left navigation, select My account.
3. Under My account, select Manage my plan.
   Select Change in eligibility of dependants under the What’s happening dropdown.
4. Enter the date for When did this event happen?
5. Find your child and select Edit.
   On the Edit a family member screen, confirm your child’s student status.
6. Select Save. 

If this option is not available to you, give us a call at 1-800-268-6195 and we will help you. 

Yes, you may be able to convert your group life, health, and dental coverage to individual coverage. For more information, give us a call at 1-800-268-6195. 

Yes, if your benefits plans allow coordination of benefits.

Spouses may each have their own group benefits through their employers. If coordination of benefits is set up, you can submit claims to both plans, as long as each spouse is listed on the other’s plan. 

In most cases, you are expected to submit the claim to your own plan first, and once that claim is processed, you can then submit any remaining amount to your spouse’s plan. Depending on your coverage, this may allow you to be reimbursed for up to 100% of the eligible cost.

Once coordination of benefits is set up, some claims may be processed automatically between providers. For example, a dental office may submit a claim to your benefits plan first, and then to your spouse’s plan, without additional steps from you.

Learn more about coordination of benefits, including how to submit a claim for yourself, how your spouse can submit a claim, and how to submit a claim for a dependant. 

If both parents have separate benefits plans, submit the child’s claim to the plan of the parent whose birthday (month and day) occurs earlier in the calendar year. In rare cases where both parents share the same birthday, submit the claim first to the plan of the parent whose first name begins with the earlier letter in the alphabet.

After the first plan processes the claim, submit any remaining amount to the other parent’s plan. 

It depends on the change. If your spouse's coverage has only been adjusted but they still have coverage, you do not need to report it. However, if your spouse has lost coverage for specific benefits, you will need to report it. Depending on your benefits plan, you may be able to make updates on the plan member site:

1. Sign in to your benefits plan on the plan member site.
2. In the left navigation, select My account.
3. Under My account, select My Personal Information.
4. Under My personal information, select My family.
5. Find your spouse and select Edit.
6. Update the answer to Are they covered under another plan?
7. Select Save. 

If you are unable to update this information, contact your plan administrator at work or call us at 1-800-268-6195.

Learn more about coordination of benefits. 

The health profile is an optional questionnaire that helps you get a more complete view of your personal health. Based on your responses, we provide relevant, personalized insights in the app to support your health and help you get more value from your benefits. Completing it is optional. You can still use the Manulife Mobile app without it, but you won’t receive personalized insights or recommendations. 

We’ve created programs and activities that support your well-being – helping you learn about your benefits, connect with support, and build healthy habits.

You can connect your Aeroplan account in the Manulife Mobile app to get started. Once connected, you can start earning Aeroplan points by completing eligible activities found in the Journey tab in the bottom navigation, turning everyday actions into rewards.

Note: We’re bringing rewards to the plan member site! Soon, you’ll be able to start earning Aeroplan points online as well. Coming summer 2026. 

Yes. The Manulife Mobile app can be connected to wearable devices that work with Apple Health or Google Fit.

To connect to a device:

1. Sign in to the Manulife Mobile app.
2. Select Settings.
3. Under Settings, select Apps and devices.
4. Select the brand you want to connect to.