Group retirement solutions plan members frequently asked questions

Administration, Investing, Transactions, Transitioning

You must enrol in your plan before you register to access the secure site.

To enrol: Review the letter or brochure you received from your employer and then visit our enrolment page.

Find your customer number on your account statement (sent by mail). You can also contact us:

By phone: 1-888-727-7766 (weekdays from 8 a.m. to 8 p.m. ET)

By email: gromail@manulife.com

By fax: 1-866-945-5110

Contact us to reactivate your account:

By phone: 1-888-727-7766 (weekdays from 8 a.m. to 8 p.m. ET)

By email: gromail@manulife.com

By fax: 1-866-945-5110

If your plan allows online updates, follow instructions. Otherwise, call 1-888-727-7766.

To update most of your personal information:

  1. Sign in to the secure site;
  2. Go to the My Profile menu, under Member Information click View My Member Information;
  3. Update and submit your information.

To change your beneficiary, if permitted:

  1. Print and complete the GRIP (RRIF, LIF, LRIF, PRIF) form or the form for all other plans;
  2. Email your form to gromail@manulife.com, fax to 1-866-945-5110 or mail to:

Manulife Financial
Attention: GRS Client Services
P.O. Box 396
Waterloo, ON
N2J 4A9

Contact us to find out your beneficiary information:

By phone: 1-888-727-7766 (weekdays from 8 a.m. to 8 p.m. ET)

By email: gromail@manulife.com

By fax: 1-866-945-5110

Yes, if your beneficiary is “revocable.” To change your beneficiary, if permitted:

1.       Print and complete the GRIP (RRIF, LIF, LRIF, PRIF) form or the form for all other plans;

2.       Email your form to gromail@manulife.com, fax to 1-866-945-5110 or mail to:

Manulife Financial
Attention: GRS Client Services
P.O. Box 396
Waterloo, ON
N2J 4A9

If your beneficiary is “irrevocable”, you can change your beneficiary designation if the irrevocable beneficiary signs a waiver of irrevocability.

Your tax slips and receipts are available online:

  1. Sign in to the secure site;
  2. Go to the My Account menu and select Duplicate Tax Receipts/Slips;
  3. View or print your tax slips and receipts.

Your account statements are available online:

  1. Sign in to the secure site;
  2. Go to the My Account menu, under Statements, click View My Statements;
  3. View or print your account statements.

To find forms specific to your plan:

  1. Sign in to the secure site;
  2. Go to the Quick Links section on the welcome page, and select Forms;

You can also access forms that apply to all plans.

To update your banking information online:

  1. Sign in to the secure site;
  2. Go to the My Profile menu, under Banking Information, click Add/Change Banking Information;
  3. Follow the steps to update your banking information.

To see your current account balance:

  1. Sign in to the secure site;
  2. Your account balance is available under My Account Balance on the welcome page.

To check on your investments:

  1. Sign in to the secure site;
  2. Go to the My Investments menu and select the section you wish to view:
    1. Information about the investments available in your plan, select Plan Investment Information;
    2. How your ongoing contributions are invested, select My Investment Instructions.

To speak with a financial educational specialist, call or email us:

By phone: 1-888-727-7766 (weekdays from 9 a.m. to 5 p.m. ET)

By email: gromail@manulife.com

To move money from one fund to another:

  1. Sign in to the secure site;
  2. Go to the My Investments menu, under Change Investments, and click Transfer Between Investments;
  3. Select an account and follow the steps to change your investments.

To direct your contributions to different funds:

  1. Sign in to the secure site;
  2. Go to the My Investments menu, under My Investment Instructions, click Change My Investment Instructions;
  3. Select an account and follow the steps to change your investment instructions.

Speak to your advisor about changing your investments. If you don’t have an advisor, call 1-888-727-7766 for help.

If your plan allows lump sum contributions, you can make a contribution online or send us a cheque.

To contribute online:

  1. Sign in to the secure site;
  2. Under the My Account menu, click Make a Lump Sum Contribution;
  3. Select an account and follow the steps to contribute.

Your online contribution can be any amount between $25 and $25,000. If you make an online contribution after 4 p.m. ET, we will invest your money the next business day.

To send us a cheque:

  1. Print and complete the RRSP, TFSA or NRSP form;
  2. Write a cheque payable to “Manulife Financial”;
  3. Write your group policy number on the back of your cheque;
  4. Mail the form and cheque to the address listed on the form.

To change the contributions you make through payroll deductions:

  1. Sign in to the secure site;
  2. Go to the My Account menu, under Contributions, click View/Change My Payroll Deduction Amount;
  3. Select an account and follow the steps to change your contributions.

To get a tax deduction for this year, you must make your RRSP contribution during this year or within the first 60 days of next year.  

Check your plan brochure or call 1-888-727-7766.

When your retirement savings are all in one place, they’re easier to manage. To transfer registered funds to your Manulife account:

  1. Print and complete the authorization form;
  2. Send it to your other financial institution—but check first to find out if withdrawal fees apply.

To get help with transfers, call 1-888-727-7766 (weekdays from 8 a.m. to 8 p.m. ET).

If your plan allows withdrawals, you can make a withdrawal online or send us a written request. Check first to find out if withdrawal fees apply.

To make an online withdrawal:

  1. Sign in to the secure site;
  2. Go to the My Account menu and click Make a Withdrawal;
  3. Select an account and follow the steps to make your withdrawal.

If you make an online withdrawal after 4 p.m. EST, we will sell your investments the next business day.

To send us a written request:

  1. Print and complete the withdrawal form;
  2. Email your form and a void cheque to gromail@manulife.com,
    fax to 1-866-945-5110 or mail to:

Manulife Financial
Attention: GRS Client Services
P.O. Box 396
Waterloo, ON
N2J 4A9

To get help with withdrawals, call 1-888-727-7766 (weekdays from 8 a.m. to 8 p.m. ET).

If you make an online withdrawal, you should receive your money in two to three business days.

If you send us a written request, you will receive your money in:

  • Two to five business days for direct deposit
  • Seven to 10 days for cheques

There are some instances when we do not withhold tax when you withdraw money from your investment. For more information, contact us:

By phone: 1-888-727-7766 (weekdays from 8 a.m. to 8 p.m. ET)

By email: gromail@manulife.com

Under certain circumstances you can. You can check whether you’re eligible on the Canada Revenue Agency’s website

Yes, under certain circumstances. Check your plan’s rules and the Canada Revenue Agency’s rules. Also check to find out if withdrawal fees apply. For more information, you can contact us:

By phone: 1-888-727-7766 (weekdays from 8 a.m. to 8 p.m. ET)

By email: gromail@manulife.com

To use your RRSP money for the Home Buyers’ Plan:

  1. Print and complete Form T1036
  2. Email your form and a void cheque to gromail@manulife.com, fax to 1-866-945-5110 or mail to:

Manulife Financial
Attention: GRS Client Services
P.O. Box 396
Waterloo, ON
N2J 4A9

Note that contributions made within the last 89 days cannot be used under the Home Buyers’ Plan. 

Yes, under certain circumstances. Check your plan’s rules and the Canada Revenue Agency rules. Also check to find out if withdrawal fees apply. For more information, call Manulife at 1-888-727-7766 (weekdays from 8 a.m. to 8 p.m. EST).

To use your RRSP money for the Lifelong Learning Plan:

  1. Print and complete Form RC96
  2. Email your form and a void cheque to gromail@manulife.com,
    fax to 1-866-945-5110 or mail to:

Manulife Financial
Attention: GRS Client Services
P.O. Box 396
Waterloo, ON
N2J 4A9

Notes:

  • Contributions made within the last 89 days cannot be used under the Lifelong Learning Plan
  • If you withdraw your money, it should be available within 10 business days

Contact us and we can help you:

By phone: 1-888-727-7766 (weekdays from 8 a.m. to 8 p.m. ET)

By email: gromail@manulife.com