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

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.

To register or activate your account: 

  1. Go to www.Manulife.ca/planmember
  2. On the home page, click “Login/Register”, then click “Registration”
  3. Follow the steps to register or activate your account

Reset your password online or call 1-800-268-6195.

The steps are different for different devices. Check with your device’s manufacturer or internet provider.

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