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Get answers to your most-asked questions

Insurance can be confusing – it's natural that you would have questions. Here you'll find answers to the questions that our customers ask the most, about each of our product lines, as well as about our company and policies in general. If you have other questions, please contact us to send a message. Please do not include any credit card account numbers in your message to us. You can also call us toll-free at 1-866-707-4922 Monday through Friday from 8am – 8pm ET.

Product FAQ

Find answers to your questions about our specific insurance lines.

The amount of life insurance that's right for you depends on your unique personal and financial situation, including whether you have a spouse and/or children, your existing assets, your liabilities, etc. If you are not sure how much coverage you need, try our Life Insurance Calculator.

So long as you are eligible to apply, your coverage will begin on the date Manulife receives your completed application and your premium payment, if on that date you are insurable in accordance with our underwriting rules. If, when reviewing your application, we find that you do not qualify for coverage for any reason, we will notify you immediately and return your premium payment in full.

You are entitled to Non-Smoker rates for Term Life coverage if, as of the date your application is received by Manulife, you have not used any tobacco, nicotine substitutes or tobacco cessation products in the past 12 months and you meet our health standards. If you are already covered and you begin smoking, you must notify us so that we can adjust your premiums accordingly.

Congratulations! After a 12-month period during which you have not used any tobacco, nicotine substitutes or tobacco cessation products, notify us. Here is a Non-Smoker Application to complete and return to us. If it is approved, your lower Non-Smoker rates for Term Life Insurance will begin on the 1st of the month following the date of your Non-Smoker Application.

Once you receive your Policy, examine it carefully. If you are not satisfied, simply return your Policy to Manulife within 30 days and request that your coverage be cancelled. Your premiums will be refunded in full – no questions asked!

Your coverage generally starts on the 1st of the following month for health and dental plans that offer guaranteed acceptance, and the 1st of the month after your plan is approved for health and dental plans that require a medical questionnaire.

If your payment method of choice is either by credit card or Pre-Authorized Debit (PAD), and the credit card or account number shown on your Premium Notice is correct, you don't need to do anything. We will charge your premium payment to your account in the month in which your premium is due, and apply it to your coverage. If your Payment Method is by cheque, send a cheque for the full amount to us by the Anniversary Due Date. Your Premium Notice will include details of how you can pay.

You can upgrade by phone by calling one of our Licensed Insurance Advisors at 1-866-707-4922 from Monday to Friday 8am – 8pm ET.

You can change your Payment Method on-line. We have made it easy for you to pay your premiums by cheque, credit card, or directly from your chequing account by Pre-Authorized Debit (PAD).

You can change your address on-line at any time by completing our Address Change form.

If you ever wish to cancel your coverage, all you have to do is mail us a written notification bearing your signature. Your coverage will end beginning with the Payment Due date following the date on which we receive your cancellation request. If, within 30 days of first receiving your Policy or Certificate of Insurance, you return it to us along with your written and signed cancellation request, we will refund your premiums in full. In either case, please be aware that if you later choose to rejoin the plan, you must once again complete an application and meet the medical qualifications required of any new applicant. If you are unsure about cancelling your coverage, please contact us and we will try to help.

Our dedicated and informed Customer Service Representatives are available to answer your questions or assist you with this coverage Monday through Friday from 8am – 8pm ET. Simply phone us toll-free at 1-866-707-4922.

Please refer to our Contact us page for details. Please do not include any credit card account numbers in your email message to us.

Global Affairs Canada states that your Government health insurance will not cover your medical fees while you are outside Canada. Your provincial or territorial health plan may pay for none, or only a very small part, of the costs if you get sick or are injured while abroad. You could spend years paying for the costs of treatment for an illness or accident you suffered in another country. The Government of Canada will not pay your medical bills. It is up to you to buy the best travel insurance you can afford and to understand the terms of your policy.

You can opt to purchase coverage for the entire time you are away from your province or territory of residence or just for the portion of your trip that is away from Canada. In other words, the effective date of coverage can be either the last day you are in your province or territory of residence or the last day you are in Canada. As government health insurance plans vary among the provinces and territories and may not provide emergency return home benefits, you should consider coverage for the full length of your trip.

Government health insurance plans may have limits on the reimbursement of the emergency medical expenses incurred while in another province or territory. For example, air and ground ambulance costs, emergency dental treatment and prescription drugs might not be covered outside your province or territory of residence. For maximum protection, you should purchase additional medical coverage even while travelling within Canada.

Yes. Travel Insurance for Costco Members allows top-up coverage of another insurer's plan. You are responsible for ensuring that your current coverage is in force and allows top-ups. Your top-up coverage is subject to the terms and conditions of the Travel Insurance plan.

It is your responsibility to ensure that your existing plan permits top-ups

If you are already on your trip, you can extend coverage by calling Customer Service at 1-866-707-4922 provided there has been no event that has resulted or may result in a claim against the policy and there has been no change in your health status. In addition, you must request the extension before your coverage expires and pay the appropriate premium. Extension of your coverage is subject to approval.

If you have a Multi-Trip Plan, you must top-up your coverage before you leave home, by purchasing a Top-Up plan for the additional number of days beyond the duration provided by your Multi-Trip Plan to the maximum allowed by your Canadian government health insurance plan. To top-up your coverage after you leave home, you must call us at 1-866-707-4922.

You may purchase Travel Insurance for Students. This plan has been designed for students, including post-graduate researchers.

Yes, grandchildren fall under our definition of a "child" but the dependent grandchild must be named on your confirmation and be travelling with you, and you must pay the premium for Family Coverage. All travellers covered under a family policy must be under 60 years of age.

Actually, you can buy family coverage. We will make the eldest child travelling the policyholder and then your other children travelling with the eldest will be the insured under a family policy provided they are listed on the confirmation of coverage and you pay the premium for Family Coverage.

Yes.

Yes, you will need to purchase a family plan and have the parent's children listed on your confirmation of coverage.

The published rates for all plans include a zero deductible. The following deductible options and savings are available for the Single-Trip Emergency Medical Plan and the Multi-Trip Emergency Medical Plan:

Deductible options and savings for the Single-Trip Emergency Medical Plan and the Multi-Trip Emergency Medical Plan
Savings on Premium Deductible Amount ($CDN)
10% $500
15% $1,000
30% $5,000
35% $10,000

Please note: Deductible amounts apply to emergency medical coverage only. Deductible options are not available on the Single-Trip All-Inclusive plans, Travel Canada Plans, or the Multi-Trip All-Inclusive plans.

Yes, we will extend coverage for up to 72 hours in the event of a breakdown of your personal vehicle.

A medical emergency is eligible for coverage if treated in an out-patient clinic or doctor's office. You must contact our Assistance Centre at 1-855-841-4796 or 1-519-988-7008 prior to receiving any treatment.

We ask you to call our Assistance Centre at 1-855-841-4796 or 1-519-988-7008 so that we can confirm, with your health care provider, your enrolment in the plan, manage the benefits in accordance with your policy, and, when possible, avoid any out-of-pocket expenses for you. If you do not call the Assistance Centre at 1-855-841-4796 or 1-519-988-7008, you will have to pay 20% of the medical expenses normally covered under the policy. If it is medically impossible for you to call, please have someone call us on your behalf.

Immediate access to the Assistance Centre is also available through the TravelAidTM mobile app. To download the app, visit: http://www.active-care.ca/en/travelaid/

The TravelAidTM mobile app can also provide you with directions to the nearest medical facility, local emergency telephone numbers (such as 911 in North America), and pre- and post-departure travel tips.

As outlined in our insurance policies, it is essential that you contact our Assistance Centre at 1-855-841-4796 or 1-519-988-7008 prior to receiving medical treatment. The Assistance Centre at 1-855-841-4796 or 1-519-988-7008 has existing relationships with medical providers in many vacation destinations, as well as contacts all over the world, to ensure emergency situations are handled as smoothly as possible. Our Assistance Centre at 1-855-841-4796 or 1-519-988-7008 will communicate with your medical provider, arrange direct billing where possible and coordinate payment of the emergency service received.

Immediate access to the Assistance Centre is also available through the TravelAidTM mobile app. To download the app, visit: http://www.active-care.ca/en/travelaid/.

The TravelAidTM mobile app can also provide you with directions to the nearest medical facility, local emergency telephone numbers (such as 911 in North America), and pre- and post-departure travel tips.

Manulife will provide a confirmation upon our receipt of the premium payment. This confirmation is your official receipt recognized by the Canada Revenue Agency.

Unless otherwise stated in the policy, in order to be covered under this plan, children have to be at least 30 days old.

The published rates for all Emergency Medical Plans include a $75 deductible. The following deductible options and discounts are available for the Single-Trip Emergency Medical Plan:

Deductible options and discounts for the Single-Trip Emergency Medical Plan
Savings/Surcharge on Premium Deductible Amount ($CAD)
5% surcharge $0
0% surcharge $75
15% savings $500
20% savings $1,000
30% savings $2,500
35% savings $5,000

Please note: Deductible amounts apply to emergency medical coverage only. Deductible options are not available on the Trip Interruption plan.

Yes, Family coverage is available for Emergency Medical Plan A, Trip Interruption and Travel Accident plans. It is not available for Emergency Medical Plan B. Family coverage covers you, your spouse and dependent children. All family members must be under the age of 54. Emergency Medical Plan A is 2X the premium due for the oldest traveler under age 54. Trip Interruption and Travel Accident plans are 3X the premium due for the oldest traveler under age 54.

To extend your coverage, please call Customer Service at 1-866-707-4922. You must make the request before the expiry date or the date you were scheduled to return home as per confirmation. If you have not had a medical condition or pending claim since your effective date of insurance, the extension may be issued upon request. If you have a medical condition or pending claim, the extension is subject to approval.

When you return home before the scheduled return date as per the confirmation, and have not reported or initiated a claim or have been provided with any assistance services, refunds are available for the unused days of the trip.

Under the policy, 'age' is defined as the insured's age on the effective date of insurance. In order to keep in line with that policy definition, the 'age' used in calculating the daily premium should be the insured's age at the effective date of insurance.

This insurance allows the policyholder to return home without terminating coverage, if the policyholder has requested and received prior approval from the Assistance Centre. Coverage will be suspended but will not be terminated while the policyholder is at home. The suspension of coverage will end and coverage will be reinstated when the policyholder arrives back to Canada. There will be no refund of premium for any of the days during any return home.

Note: This policy will not cover any expenses or benefits relating to any emergency medical and non-emergency medical services for any injury that occurred or illness that started at home.

We ask you to call our Assistance Centre within 24 hours of hospitalization so that we can confirm, with the health care provider, your enrolment under the plan, manage the benefits in accordance with your policy, and, when possible, avoid any out-of-pocket expenses for you. If you do not call the Assistance Centre, you will have to pay 20% of the medical expenses normally covered under this policy. If it is medically impossible for you to call, please have someone call on your behalf. It is your responsibility to ensure that the Assistance Centre has been notified.

Immediate access to the Assistance Centre is also available through the TravelAidTM mobile app. To download the app, visit: http://www.active-care.ca/en/travelaid/.

To apply for coverage, you or someone on your behalf may complete the Visitors to Canada application online, provided they are a Costco member. If someone other than you completes the application, he/she must ensure that he/she is aware of your health history in order to accurately complete the application. Any incorrect statements on the application may make the policy null and void.

In order to be covered under this plan, children have to be at least 30 days old.

Global Affairs Canada states that your Government health insurance will not cover your medical fees while you are outside Canada. Your provincial or territorial health plan may pay for none, or only a very small part, of the costs if you get sick or are injured while abroad. You could spend years paying for the costs of treatment for an illness or accident you suffered in another country. The Government of Canada will not pay your medical bills. It is up to you to buy the best travel insurance you can afford and to understand the terms of your policy.

Government health insurance plans may have limits on the reimbursement of the emergency medical expenses incurred while in another province or territory. For example, air and ground ambulance costs, emergency dental treatment and prescription drugs as well as follow-up visits or out-patient visits or non-emergency medical services might not be covered outside your province or territory of residence. Travel Insurance for Students also offers tuition protection in the event of a medical emergency, which may not be offered by government health insurance plans. For maximum protection you should purchase additional medical coverage even while travelling within Canada. You can also insure your spouse and children who will live with you while you are covered under this policy.

Coverage is available up to and including the age of 54.

If you already have coverage, please call Customer Service at 1-866-707-4922. You may be able to extend your coverage as long as:

  • Your period of coverage does not extend beyond 365 days;
  • You remain eligible for insurance under this plan;
  • We have received the extension requests prior to the expiry date of your existing policy issued by us; and
  • There has been no change between single or family coverage.

Note: For policy extensions, no losses or expenses or benefits will be paid for any illness or injury which first appeared, whether diagnosed or not, or for which treatment may or may not have been received prior to the effective date of the extension of coverage under this policy.

 

Yes.

Yes, you will need to purchase a family plan and have the parent's children listed on your confirmation of coverage.

Travel Insurance for Students applies no deductible amount to claims.

A medical emergency is eligible for coverage if treated in an out-patient clinic or doctor's office. You must contact our Assistance Centre at 1-855-841-4796 or 1-519-988-7008 prior to receiving any treatment.

We ask you to call our Assistance Centre at 1-855-841-4796 or 1-519-988-7008 so that we can confirm, with your healthcare provider, your enrolment in the plan, manage the benefits in accordance with your policy, and, when possible, avoid any out-of-pocket expenses for you. If you do not call the Assistance Centre at 1-855-841-4796 or 1-519-988-7008, you will have to pay 20% of the medical expenses normally covered under the policy. If it is medically impossible for you to call, please have someone call us on your behalf. It is your responsibility to ensure that the Assistance Centre at 1-855-841-4796 or 1-519-988-7008 has been notified.

Immediate access to the Assistance Centre is also available through the TravelAidTM mobile app. To download the app, visit: http://www.active-care.ca/en/travelaid/.

As outlined in our insurance policies, it is essential that you contact our Assistance Centre at 1-855-841-4796 or 1-519-988-7008 prior to receiving medical treatment. The Assistance Centre at 1-855-841-4796 or 1-519-988-7008 has existing relationships with medical providers all over the world, to ensure emergency situations are handled as smoothly as possible. Our Assistance Centre at 1-855-841-4796 or 1-519-988-7008 will communicate with your medical provider, arrange direct billing where possible and coordinate payment of the emergency service received.

Under this policy, the maximum number of coverage days is 365 days. After 365 days of continuous coverage, we may issue you another policy.

If your home country is Canada and you have purchased coverage for an outbound trip, you are covered for emergency and non-emergency medical benefits while travelling outside of Canada for the period of coverage shown on your confirmation.

If your home country is not Canada and you have purchased coverage for an inbound trip, you are covered for emergency medical benefits while you travel outside Canada for periods of up to fifteen (15) consecutive days, provided your travel outside Canada does not exceed 49% of your period of coverage and as long as your travel outside of Canada originates and terminates in Canada and, in the case of students from abroad studying in Canada, excludes your home or home country.

Yes. The Trip Break benefit offers up to twenty-one (21) consecutive days to return home to attend special events if you have requested and received prior approval from our Assistance Centre at 1-855-841-4796 or 1-519-988-7008. Your coverage will be suspended but will not terminate while you are home. Your suspension of coverage will end and your coverage will be reinstated when you arrive in Canada if you are inbound, or when you leave Canada if you are outbound, or when you leave home if you are a national student. There will be no refund of premium for any of the days that you have returned home. 

Manulife will provide a confirmation for the premium payment, which is an official receipt recognized by the Canada Revenue Agency.