Frequently asked questions


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Yes, but please be advised that our wait times are longer than normal, and we are working hard to respond to you as quickly as possible. Our top priority remains the health and well-being of our employees, customers, partners and communities.  

Learn more about our self-serve options here.

Don’t panic – acting in fear is rarely a good decision. Moving all your assets without thinking it through may hurt you in the long run. Stay focused on your long-term plan so that you do not waver under uncertain circumstances.

Don’t try to “time the market” – it can be a gamble to move all your assets to safer investments because it is hard to time perfectly. You will most likely end up selling at a lower price and buying at a higher price later when you re-invest.

Strive to continue contributions – instead of selling assets, continuing contributions during down markets means you are purchasing more units at a lower cost. Consider evaluating your portfolio – market fluctuations may have caused your portfolio to shift from how you originally invested. See more tips here.

If you are unsure what to do and are looking for specific advice about your situation, contact one of our licensed advisors.

Whether you are a Group Benefits plan member or an individual Manulife travel insurance customer, we don’t want you to be stranded and suddenly without coverage. We’ve arranged a temporary extension to emergency medical coverage until the end of April. For Group members nothing further is required. Individual travel insurance customers – please contact your travel insurance distributor to initiate the extension or contact us at nationalsalessupport@manulife.ca with your name and policy number.

For Group Benefits plan members, learn more here.

For individual Manulife travel insurance customers, learn more here.

Please note that Manulife cannot make travel arrangements on your behalf.

Please check the Government of Canada’s website regularly for important updates:  https://travel.gc.ca/travelling/advisories

As every situation is different, we’re committed to working with you on a case-by-case basis to understand the financial challenges you may be experiencing as a result of the coronavirus. Our support options are flexible, including up to a six-month payment deferral for residential mortgages and relief on other credit products for those who qualify. 

Find out how to get started, please visit: https://www.manulifebank.ca/support/financial-relief.html.  Once you complete the form, your situation will be reviewed independently by a mortgage operations consultant who will reach out to you directly about next steps, if any.  

If you have Short Term Disability coverage, the benefit is there to support you when you have an injury or an illness that prevents you from doing your job.

If you become ill, have symptoms and/or test positive for COVID-19, and you are unable to work from home, you may be eligible to receive STD benefits in accordance with your coverage.

It is important to remember that your Short Term Disability benefit is there to provide support when you are ill or injured, so self-quarantine, social distancing, self-isolation isn’t a determining factor.

We are making it easy for you to give us what you need. If you find yourself in this situation – where you think you have a COVID-19 related Short Term Disability claim - you may complete and provide us with the insurance industry Plan Member Confirmation of Illness Statement. You may email us this form at group_disability_claims@manulife.ca

Manulife, and many other insurance companies, are not changing the rules for early refills or days’ supply of prescriptions. However, during the COVID-19 crisis, pharmacists and dispensing physicians are recommended to dispense no more than 30-days of medication at a time, to ensure that every patient has an adequate supply of their medications. 

You might be accustomed to filling your regular prescriptions in larger amounts, but at this difficult time we are all asked to work together. This aligns with the recommendation of the Canadian Pharmacists Association: https://www.pharmacists.ca/news-events/news/canadian-pharmacists-association-warns-against-stockpiling-medication-in-response-to-covid-19/

We encourage you to discuss your unique health and medication needs with your pharmacist. Many pharmacies offer a delivery service to help patients get their medications when they can’t leave their home.

You could invest future contributions in a money market fund. Keep in mind that, by placing new money in a money market fund, you are missing the opportunity to buy at a lower price. You may also miss out on the benefit of any future market recovery. 

Moving existing savings to lower volatility investments like money market funds will lock in your losses and you will miss out on any future market recovery. 

If your investment allocation is aligned with your investor profile and time horizon, you probably don't need to make the change unless your goals, risk profile or time horizon have changed. 

If you are unsure what to do and are looking for specific advice about your situation, contact one of our licensed advisors

Also, your employer may offer advice services through your group retirement plan or your Employee Assistance Plan. 

You can make changes to your investments on our member secure site at any time. If you make too many transactions in and out of the same fund in a short period of time, we may charge a frequent trading fee. We will inform you if this is the case. 

The saying goes: buy low, sell high. Some individuals will see opportunities in the current market conditions. It may be a good time to invest more but keep in mind that the markets could still go down further. 

Also, it’s important to always check the contribution room you have in your different investment plans like RRSP and TFSA.

If you are unsure what to do and are looking for specific advice about your situation, contact one of our licensed advisors.  

Each person’s situation is different. It’s important to seek personal financial advice. If your employer’s group retirement program offers matching contributions, you should, as much as possible, continue to take full advantage of the company match so you are not leaving money on the table. 

If you have extra savings ability right now, you can use it to build up your emergency savings. 

Good financial planning suggests we try and keep three to six months of basic expenses in an emergency savings account. A high interest savings account or a conservatively invested TFSA are appropriate vehicles for emergency savings.

If you are unsure what to do and are looking for specific advice about your situation, contact one of our licensed advisors.  

Also, your employer may offer advice services through your group retirement plan or your Employee Assistance Plan.

Although it’s unlikely you will lose all your RRSP money, there's never a guarantee. If you have about 15 years until retirement, there is time for your portfolio to recover from the current downturn.  

Most equity funds hold stocks of hundreds of different companies. The fund managers closely monitor the different companies within the fund. If they feel that a company is not sound, they will be able to sell and buy another.

If you are unsure what to do and are looking for specific advice about your situation, contact one of our licensed advisors.  

Also, your employer may offer advice services through your group retirement plan or your Employee Assistance Plan. 

Money invested in a market-based fund is not guaranteed. The value will fluctuate based on current market conditions. 

For guaranteed interest investments, Manulife is a member of Assuris which provides protection up to a specified dollar value. Visit www.assuris.ca for more information. 

Low and medium risk portfolios are more heavily invested in fixed income investments like bonds. They do still have some exposure to the equity markets and will have experienced declines during the recent market turmoil. 

Based on how markets have performed in the past, if you have more than two years until retirement, you may be better off to leave your money where it is rather than locking-in any losses right now.

If you are unsure what to do and are looking for specific advice about your situation, contact one of our licensed advisors.  

Also, your employer may offer advice services through your group retirement plan or your Employee Assistance Plan. 

It really depends on how you’re investing. Investments should match your objective, time horizon and risk profile.  

Based on time horizon alone, someone less than five years from retirement should be in more conservative investments. Moving your money now will lock in your losses and you will lose the opportunity to benefit from a market recovery. 

Keep in mind that your investment time horizon does not end at retirement. You may continue to invest during retirement.

If you are unsure what to do and are looking for specific advice about your situation, contact one of our licensed advisors.  

Also, your employer may offer advice services through your group retirement plan or your Employee Assistance Plan. 

If you have money in lower risk investments, like fixed income, consider making your income withdrawals from those investments for the time being. 

This may be a good time to review your budget to see if you can reduce the amount of your regular withdrawals. This will leave more money in your portfolio to take advantage of a future market recovery. 

Speak to a licensed financial advisor for help on your specific situation.

It really depends on how you’re investing. A licensed financial advisor can review your entire financial situation and provide guidance. 

Your employer may offer advice services through your group retirement plan or your Employee Assistance Plan. 

Alternatively, you can contact one of our licensed advisors

You can use the Find an Advisor tool on our website.

Need help?

Allianz Global Assistance
(Canada or United States)

Call 1 800-265-9977

Manulife Bank

Call 1-877-765-2265

Group Benefits and Insurance

Call 1-800-268-6195

Investments and Group Retirement

Call 1-888-727-7766