Let us find the answers for your COVID-19 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.

The following answer is for informational purposes only. Contact a licensed advisor for advice about your specific situation.

Don’t panic – acting in fear is rarely a good decision. Moving all your assets out of panic 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 “predict 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.

Many government programs and supports will be delivered through Canada Revenue Agency (CRA). If you are applying for support, CRA encourages you to sign up for direct deposit to avoid delays in receiving payments.

If you need to set up your direct deposit with CRA, you’ll notice that Manulife Bank isn’t currently in the list of financial institutions on their website. Don’t worry, it’s easy to add it.

First, head to My Account and sign in. Then follow the instructions on the screen. When the page asks for your banking information, enter the following:

  • Branch/Transit number: 05012
  • F.I. Name: Manulife Bank of Canada
  • F.I. Number: 540
  • Account Number: Enter your 7-digit account number

You can also call the CRA at 1-800-959-8281 and follow the prompts.

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.  

We’re here to help, and in times like these your Manulife One account is more valuable than ever. Here’s why:

As long as you have borrowing room in your Manulife One account, you can temporarily stop making deposits to your account.  You can also use the borrowing room in your Manulife One Main Account to help cover expenses until things return to normal.  And, because the Manulife One Base Rate has gone down, you’ll be paying a lower interest rate than you have in the recent past.

If you have a fixed-rate sub-account within your Manulife One account
Fixed-rate sub-accounts have required payments, just like a traditional mortgage. Here again, the borrowing room in your Manulife One Main Account can help. Since your sub-account payment is coming from your Main Account, you can continue to let it do so as long as you have borrowing room available.

How to check your borrowing limit
If you’re not sure how much borrowing room you have left, you can check this on your latest monthly statement, or use online banking or the Manulife Bank mobile app.

If you’re near your borrowing limit
While your Manulife One account provides you with significant flexibility to adapt to the current situation, you may find yourself at or near your borrowing limit. If you find yourself in this situation, we’re here to help. Simply complete the Manulife Bank Financial Relief form and we’ll be in touch to help you find a solution that meets your needs.

We’re committed to helping you take care of your finances and family. If you’re at risk of defaulting on your mortgage due to missed payments, we can help with options including payment deferral for up to 6 months. But first, we want to make sure you understand how payment deferral works.

What you need to know:

  • Your payments will be suspended, but they are not waived.
  • When you defer your payments, you don't pay the principal amount. The interest, which would have been part of your payments is accrued and added to your mortgage balance.
  • This increases your mortgage balance and interest is charged on the new amount.
  • Payment deferral can help with your immediate cash flow needs, but you’ll pay more interest over the remaining term of your mortgage.
  • When you renew at the end of your mortgage term, your increased mortgage balance will be used to determine your new payment amount.
  • Deferring your mortgage payments under this relief program will not affect your credit rating.

However, you may have better options than deferring your payment. For example, if you have made prepayments to your Select mortgage, you may be able to reduce your payment amount to something more manageable.

Getting financial relief
If you need mortgage relief options, simply complete the Manulife Bank Financial Relief form and we’ll be in touch to find a solution that meets your needs.

If you’re impacted by COVID-19 and facing financial challenges, we’re here to help. Simply complete the Manulife Bank Financial Relief form and we’ll be in touch to help you find a solution that meets your needs.

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.

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.

The following answer is for informational purposes only. Contact a licensed advisor for advice about your specific situation.

This is exactly what you shouldn’t do. Switching all your assets to cash now is an emotional response, not a rational one. If the value of your home went down 20%, would you sell it? Absolutely not. Now is the time to stay on track with your investment plan and continue contributing.

The following answer is for informational purposes only. Contact a licensed advisor for advice about your specific situation.

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.

The following answer is for informational purposes only. Contact a licensed advisor for advice about your specific situation.

In certain cases, this can make sense, but the risks can be high. If you aren’t adept at this practice, it can be a recipe for disaster. 

The following answer is for informational purposes only. Contact a licensed advisor for advice about your specific situation.

Your portfolio may be performing better than the overall market because it’s diversified, which allows you to smooth out the ups and downs within your portfolio without sacrificing long-term returns. Here are a few steps you can take to benefit from diversification, keeping your objective, time horizon and risk profile in mind:

  • Invest in a variety of asset classes like equities, fixed income, and specialty funds
  • Invest in equities from different geographical areas such as Canadian, US, and International

The following answer is for informational purposes only. Contact a licensed advisor for advice about your specific situation.

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 3 to 6 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.

The following answer is for informational purposes only. Contact a licensed advisor for advice about your specific situation.

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 likely time for your portfolio to recover from the current downturn. 

Most equity funds hold stocks of hundreds of different companies. The portfolio 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.

The following answer is for informational purposes only. Contact a licensed advisor for advice about your specific situation.

Low and medium risk portfolios are usually 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.

If you have more than 2 years until retirement, you may be better off to leave your money where it is rather than locking-in any losses right now. Talk to a licensed advisor.

The following answer is for informational purposes only. Contact a licensed advisor for advice about your specific situation.

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 5 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.

The following answer is for informational purposes only. Contact a licensed advisor for advice about your specific situation.

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. Talk to a licensed advisor.

It really depends on how you’re investing. A licensed 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.

All T4 slip types, T5 slips, T5008 slips and RRSP receipts for contributions made up to January 31, 2020, have been mailed to customers. If you haven’t received your tax slip, please contact one of the following teams who would be happy to help you:

If you require a Manulife Investments tax slip: Manulife_Investments@Manulife.ca

If you require a Manulife Mutual Funds tax slip: Manulife_Mutual_Funds@manulife.ca

If you require a Group Retirement Solutions tax slip/receipt, sign into your member secure site.

All remaining slips, such as T3’s, non-resident slips, and RRSP contribution receipts for February 2020 contributions, will be mailed to clients ahead of the March 30, 2020 due date.

Before you submit your claim for benefits under trip cancellation insurance, contact your travel supplier to notify them of your cancellation. If your travel supplier does not currently process refunds, they may instead offer you credits or vouchers for future travel. Please ensure you retain the credits or vouchers provided. 

Most Manulife trip cancellation insurance policies provide coverage for cancelled trips that are non-refundable and non-transferable to another travel date. Most Manulife policies will not offer coverage where the travel supplier is offering credits or a voucher that transfers the full value or more of the trip to another date. If you have been offered a full voucher or credit with flexible rebooking periods, please carefully review the terms of your insurance coverage before filing a claim for trip cancellation benefits.

If you still want to submit a claim, then you may do so online by visiting the Active Care Management (“ACM”) portal at https://manulife.acmtravel.ca/accounts/login/ to login or create an account. The website will guide you through the submission process. Please ensure you have your policy number and documentation to support your claim. You will be asked to provide your policy number as well as supporting documents showing that you have cancelled your trip with your travel supplier.

Our claims team is currently experiencing higher than normal claim volumes. As a result, claim processing times are being impacted. An claims representative will contact you if any additional information is required to process your claim.

Yes – If a travel supplier has offered you a 100% or more credit or voucher in lieu of a refund, your Manulife Travel Insurance coverage will continue to apply to the new trip you have purchased using the credit. When you use the credit, the travel insurance coverage you purchased on your original trip will be extended to the new trip. If you had originally purchased trip cancellation insurance, it will also apply to the credit and provide coverage in the event that you are unable to use the credit due to the future failure of the service provider. Your trip cancellation coverage will also continue and may provide payment if covered events occur that prevent you from travelling on your new trip. Again, please carefully review the terms of your policy. 

If you have postponed your trip and/or received a future travel credit of 100% or more, your individual Manulife Travel Insurance policy will apply to your future trip and continues to provide coverage as per its terms and conditions. We will provide you with 24 months to change the dates on your insurance policy in order to match your future trip.  You can elect to receive a full premium refund however in doing so the coverage provided with your insurance policy to protect your future credit or voucher will no longer be in effect.

We are receiving higher than normal volume of requests and we appreciate your understanding as we do our best to get through these as quickly as possible.

If you have cancelled your trip and have received a full refund from the travel supplier or any other source (such as a credit card refund), we will refund the premium you paid for your individual Manulife Travel Insurance policy.

If you purchased your policy through your travel agent, please contact him/her to request a premium refund. Otherwise, please send us your request by email at nationalsalessupport@manulife.ca with your name, policy number and contact information.

We are receiving higher than normal volume of requests and we appreciate your understanding as we do our best to get through these as quickly as possible.

Just because you have a pre-existing medical condition, you don’t automatically qualify for Short Term Disability (STD). Claims that are preventative in nature are not covered under STD. To submit a valid claim, you must be absent from work due to an illness or injury and need to provide medical evidence to support the claim.  The terms of your plan govern what you would be covered for.

Virtual appointments are an eligible expense provided the health care practitioner is:

  • licensed and registered in the province in which they are practicing,
  • has an eligible qualification as determined by Manulife, and
  • is practicing within the guidelines of their governing body

Any practitioner offering virtual care must first be licensed by their college or governing body. The college/association or governing body and the practitioner’s scope of practice must permit virtual appointments for the service being claimed.

We continue to monitor provincial guidelines about virtual care, which are quickly evolving. Based on information known today, we will consider claims for virtual appointments to be an eligible expense for the following practitioners, subject to the terms of your contract:

  • Audiologist
  • Chiropractor 
  • Dietitian 
  • Naturopath 
  • Occupational therapist
  • Optometrist
  • Physiotherapist
  • Clinical Counsellor
  • Marriage & Family Therapist
  • Psychoanalyst
  • Psychologist
  • Psychotherapist
  • Social worker
  • Speech therapist

Guidelines around the type of services allowed, as well as specific protocols in providing virtual therapy, vary by governing body. We recommend speaking with your professional to confirm the specific services they can deliver online. You should also rely on them to follow the appropriate protocols.

A Registered Retirement Income Fund (RRIF) is an account registered with the Government of Canada that allows you to withdraw funds that you’ve saved in your Registered Retirement Savings Plan (RRSP) once you retire. You must withdraw a minimum amount, which is determined by the Canada Revenue Agency (CRA), from your RRIF each calendar year. As part of the COVID-19 Economic Response Plan, the government has reduced the required minimum withdrawals from RRIFs by 25% for 2020 in recognition of volatile market conditions and their impact on Canadians’ retirement savings.  For example, if your original 2020 minimum withdrawal amount was $10,000, you can choose to withdraw $7,500 instead.

This option offers flexibility for those who are concerned they may be required to liquidate their RRIF assets to meet minimum withdrawal requirements.

Please note, you’re not required to take a reduced amount. If you take no action, you will continue to receive your scheduled RRIF payments. If you have already received your full amount for 2020, there are no provisions in the legislation to reduce the payments you have already received.

For advice on your personal situation, contact one of our licensed advisors.

You need to determine whether taking the reduced minimum suits your lifestyle. If you’re not sure what to do and looking for specific advice about your situation, contact one of our licensed advisors. If you decide to reduce your RRIF payment amounts, please let us know. We will not reduce or change your payment amounts without your direction.

No, at this time the government has not approved reducing RRIF payment amounts that have already been made in 2020. This includes either the minimum withdrawal amount or an amount in excess of the minimum.

If you are placed in a private room by medical staff, then this is part of your in-patient care and is covered by the provincial plan. You will not receive a bill for private accommodation.

We’re very sorry for your loss and are here for you during this difficult time.

Please fill out as many details as you can on this form. From there, our Life Moments team will start working on the claim and will reach back out to you as needed.

You can easily access information on your Manulife segregated fund contracts and mutual fund accounts once you sign up for online access through Manulife.ca.

Simply:

  • Visit Manulife.ca and choose ‘Sign in’ at the top right corner of the home page
  • Select Manulife Investments from the menu
  • Click on the ‘Are you new to the site? Sign up’ button
  • Fill in the required fields; you will need the following information
    • Your Manulife Investments individual or joint contract or account number
    • The last 4 digits of your Social Insurance Number (SIN) or the verification code we email you, which will expire after 15 minutes

Once you’ve completed this process, we’ll email you a confirmation link. You must click on the link to activate your online access within 24 hours. Otherwise, you’ll need to start the online registration process over again.

Once you’ve registered for online access, you’ll be able to see the following details about your accounts:

  • Market values, holdings, and transactions, including historical information
  • All individual, joint and non-individual contracts/accounts for authorized individuals
  • Mid-year and year-end statements

It depends on the type of plan and the plan rules set up by your employer. If you’re not sure what type of plan you have, look at your statement. Check your plan member booklet(s) for details on the rules that apply to your plan. In general:

  • Registered Pension Plan (RPP) – you can’t take out any of your required contributions and any contributions made by your employer until your employment is terminated. Depending on the plan rules, you may be allowed to take out voluntary contributions while employed.
  • Deferred Profit Sharing Plan (DPSP) – you can take money out if the plan rules allow for withdrawals while employed.
  • Group Registered Retirement Savings Plan (RRSP) – you can usually take money out unless your plan was set up with withdrawal restrictions.
  • Group Tax Free Savings Account (TFSA) – you can usually take money out unless your plan was set up with withdrawal restrictions.
  • Group Non-registered Savings Plan (NRSP) – you can usually take money out unless your plan was set up with withdrawal restrictions.
  • LIRA/Locked-in RRSP – you can’t take money out of a Locked-in Retirement Account (LIRA) or a Locked-in RRSP until you’re ready to start taking a retirement income.

The amount you received may be less than you expected for the following reasons:

  • When you take money out of a group retirement plan, there may be taxes taken from the total amount you are withdrawing, depending on the type of plan.
  • There may also be a withdrawal fee (minimum $25 and may vary according to your plan). For most plans, the fee is $25. Check your plan member booklet for details. If a fee applies, we deduct it from the amount paid to you.
  • If you take out all the money in your account, daily fluctuations in the market have an impact on the amount you receive. We calculate your account value every night based on market activity during the day. Your account value when the payment is made may be less than when you sent your request.

It can take up to 10 business days to receive your payment, including processing and mailing times. Direct deposit is a quicker option. If you have not yet set up direct deposit, you may want to consider this as a faster alternative to receiving funds.

Depending on your plan, there may be a withdrawal fee (minimum $25). Check your plan member booklet for details.

Health care professionals are taking important steps to improve safety considering COVID-19. New requirements from governments or trade groups may call for personal protective equipment (PPE). This may mean added cost for health care professionals.

Some practitioners are charging patients for these new costs or ‘COVID fees.’

If your contract doesn’t cover these new fees, we will not cover them. Your benefits plan is set up to control costs by outlining covered services, procedures and fees. The additional charges for PPE typically do not fall within extended health care and dental contract provisions. 

Maybe. This depends on the terms of your plan and what you’re covered for. Your sponsor may retroactively cover the new PPE fees. In that case, Manulife will identify where dental PPE claims were declined and automatically reassess them. Please check with your sponsor to understand the details of your plan.

Yes, you can submit additional PPE fees charged for a valid medical procedure under your HCSA. 

PPE could cause a medical condition for some members making them unable to work. If you are unable to work with mandatory PPE because of a medical condition, you should make a claim under your provincial workers compensation program.

If the workers compensation program declines your claim, you can then submit a claim for short-term disability. You will need proof of the declined workers’ compensation claim.

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