Individual insurance - Frequently asked questions

Administration, Application, Claims, Coverage

You can download the Critical illness insurance claim form or the Disability claim form.  

For all other claims, call us at 1-888-626-8543.

Call us at 1-888-626-8543 with the following details to submit your claim:

  • The policy number
  • The policyholder’s name and date of birth
  • The funeral home name (for life insurance claims)

You can download the critical illness insurance claim form. For all other claims, call us at 1-888-626-8543.

Most claims take five to 20 business days to process. To find out your claim status, call us at 1-888-626-8543 with the policy number.

Most claims take five to 20 business days to process. If it has been longer than 20 business days, call us at 1-888-626-8543 with the policy number.

If you need to add/change your coverage, please speak to your advisor.

You don’t have to give us evidence of insurability when you decrease a benefit or rider. You can complete and mail or fax us this Request for Change form.

Complete and mail us the appropriate form to change your name, address or banking information.

To correct your birth date, call us at 1-888-626-8543.

Complete and mail us the appropriate form to change your beneficiary.

If you need to transfer policy ownership, complete the "Transfer of Ownership" form. Keep in mind your transfer of ownership may have tax consequences. Call us at 1-888-626-8543.

If you’ve stopped smoking, you can complete and mail us the application for change form.

If you have a Manulife policy, complete and mail or fax us the Financial Change form to change your fund choices.

If you have a policy with another financial institution, or a policy from Maritime Life or Zurich Life, call us at 1-888-626-8543 to change your fund choices.

To find out what you’re currently paying in premiums, call us at 1-888-626-8543. 

Some insurance policies allow you to borrow money from it. Complete the application for policy loan or withdrawal form and mail or fax it to us with your void cheque. A loan or withdrawal may have tax consequences. Call us at 1-888-626-8543 for a taxable gain quote.

Complete and mail us the policy surrender form. Keep in mind that your cash value may be taxed as income. Call us at 1-888-626-8543 for a taxable gain quote.

Complete and mail or fax us the pre-authorized debit plan form.

To convert from term to permanent life insurance, speak to your advisor. If you don’t have an advisor, we can help you find one.

Speak to your advisor. If you don’t have an advisor, we can help you find one.

Speak to your advisor. If you don’t have an advisor, we can help you find one.

If you have questions about a policy you already own, or you want to update your policy, call us at 1-888-626-8543.

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.