Group Benefits
Frequently asked questions for plan members

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  • Claims
  • Coverage
  • Manulife ID sign in and set up
  • Account changes

Your most recent claims are listed on the website and the app.

To see your most recently processed claims:

On the web:

  1. Sign in to your plan on the website
  2. Recent claims are shown on the home page

On the app:

  1. Sign in to your plan on the app
  2. Click “Claims history” to see your recent claims

To search for specific claims:

On the web:

  1. Sign in to your plan on the website
  2. Under the “Claims”, click “Search My Claims”
  3. Enter the date, benefit type or patient/claimant

This feature is not available on the app.

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).

Your most recent claims are listed on the website and the app.

To see your most recently processed claims:

On the web:

  1. Sign in to your plan on the website
  2. Recent claims are shown on the home page

On the app:

  1. Sign in to your plan on the app
  2. Click “Claims history” to see your recent claims

To search for specific claims:

On the web:

  1. Sign in to your plan on the website
  2. Under the “Claims”, click “Search My Claims”
  3. Enter the date, benefit type or patient/claimant

This feature is not available on the app.

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.

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

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, or mobile app 
  2. Click “Submit a claim”
  3. 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:

  • 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.

Learn more about how to submit your group benefits claims.

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.

Here are the steps to submit a drug claim in those instances:

  1. Sign in to your plan on the website
  2. Click on the “Submit a claim” button
  3. On step 1, select “Pharmacy” under “Health” and follow the steps from there.

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

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

  1. Sign in to your plan on the website
  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

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 your plan on the website
  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

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

To see what services your plan covers:

  1. Sign in to your plan on the website
  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.

You may be able to add or change your coverage on the website. To inquire about whether you can add/change coverage, talk to your plan administrator at work.

It depends on what coverage has changed. If your spouse's coverage has only been adjusted but your spouse still has coverage, you do not need to report it.

If your spouse has lost coverage for specific benefits, you will need to report it.

Depending on your plan, you may be able to update it online.

  1. Sign in to your plan on the website
  2. Under “My profile” click “view dependents”
  3. On your spouse's tile click the pencil icon to edit
  4. Change your spouse's other coverage under the “Are they covered under another plan?” heading

If you do not have access to update it online, contact your HR department for assistance in updating your spouse's benefit status.

Learn more about coordination of benefits.

Depending on your plan, you can update your child's student status on the website:

  1. Sign in to your plan on the website
  2. Under My benefits click manage my plan
  3. Click “Extend your existing over-age student's status”

Or…

  1. Sign in to your plan
  2. Under “My profile” click “view dependents”
  3. On your child's tile click “Extend coverage”

If these options are not available to you, give us a call and our representatives can help you.

Depending on your plan, you can add or remove your family member(s) from your plan online:

  1. Sign in to your plan on the website
  2. Click “manage my plan”
  3. Click the appropriate option to add or remove the family member

Or…

  1. Sign in to your plan on the website
  2. Under “My profile” click “View dependants”
  3. Click “Add a family member”

If you don't see one of the above options available, contact your HR department for assistance.

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

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

  1. Go to the “Set up a Manulife ID” page
  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

Returning visit?

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.

Learn more about Manulife ID here.

To sign in go to id.manulife.ca and enter your Manulife ID username and password and sign in.

You'll then be asked where you'd like to go. Click on the Group Benefits tile, then click “Go” under the plan that you want to access.

First time signing in?

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

  1. Go to the “Set up a Manulife ID” page
  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.

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. Under the “My benefits” tab, click “My benefits card”
  3. 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.

Also called your Plan contract number and Member certificate number. 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. They’re also written on Claims statements.

To find your benefit card on the website:

  1. Sign in to your plan on the website
  2. Under the “My benefits” tab, click “My benefits card”
  3. 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.

If you forgot your password and need to reset it:

  1. Go to id.manulife.ca
  2. Click “Forgot your password” and follow the steps to reset your password

Or if you want to change it for security purposes:

  1. Sign in to your plan
  2. On the homepage, under Profile click “Manage your Manulife ID”.
  3. Follow the steps to reset your password

You can reset your password on 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. Click “Forgot your password” and follow the steps to reset your password

You can reset your password on 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. Click “Forgot your username” and enter your email address
  3. Follow the steps to recover your  username

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

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

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.

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

  1. Sign in to your plan on the website
  2. Under the “My profile” tab, click “Edit my banking Information”
  3. Enter your transit number, institution number and account number

You cannot set up direct deposit on the app, you have to use the website to do so.

You can find your benefit card 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.

To find your benefit card on the website:

  1. Sign in to your plan on the website
  2. Under the “My benefits” tab, click “My benefits card”
  3. 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.

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 your plan on the website
  2. Under “My Profile,” click “Personal Information—Edit Personal Information”
  3. Update your information

To update your banking information:

  1. Sign in to your plan on the website
  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 your plan on the website
  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