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 email message to us. You can also call us toll-free at 1-800-668-0195 Monday through Friday from 8:00 a.m. to 8:00 p.m. Eastern Time.

Find answers to your questions about our specific insurance lines.

Every province and territory have a different health plan. However, the following are usually not covered by government health insurance plans:

  • Prescription drugs*
  • Dental check-ups and treatment
  • Hospital stays
  • Specialized care, including speech therapists or pathologists, physical therapists, chiropractors, and many more
  • Homecare and nursing
  • Medical supplies and equipment
  • Emergency medical health treatment for travellers
  • Personal emergency response
  • Hearing aids
  • Accidental death and dismemberment
  • Catastrophic coverage

Your province may outline coverage on their website.

* For Quebec residents, the prescription drug coverage available under this plan is limited to costs not covered by the RAMQ Prescription Drug Insurance Plan. It is not intended to be a replacement for the RAMQ Plan. In order to be eligible for coverage under this plan, you must have a provincial health card and be registered under the RAMQ Prescription Drug Insurance Plan or have equivalent coverage under a group plan.

No one likes to think about the possibility of having serious health issues. Unfortunately, if an accident or illness were to happen to you or a member of your family, the cost of medication, treatment and other expenses could add up to a considerable amount. Even treatment for common illnesses, like medication for back pain or therapy for a sprain, can be costly. Supplemental health insurance can help cover medical costs that may not be covered by your provincial health plan.

While critical illnesses such as cancer1, stroke and heart attacks2 are the serious causes of death in Canada, there are many common illnesses such as back problems, diabetes, epilepsy or high cholesterol that may also have significant financial consequences.

http://www.cancer.ca/en/cancer-information/cancer-101/cancer-statistics-at-a-glance

2 Heart & Stroke Foundation, 2014 report on the health of Canadians, page 3

Every year, you could pay thousands of dollars in unexpected medical and dental expenses if you don't have a health plan. You could also be especially financially vulnerable in the event you suffer a serious illness or injury. Or you could end up having to use up your savings on private care, because your government health insurance plan, unfortunately, may only offer limited coverage for home nursing care and in-home assistance.

From just dollars a day, you can have comprehensive coverage that you and your family simply shouldn't be without. And, if you're self-employed or are an employee of your own business, health and dental premiums may be a non-taxable benefit and a tax-deductible expense. For others, the premiums may qualify as a medical expense and create a tax credit.

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 can purchase additional medical coverage even while travelling within Canada.

Although the dental, drug and vision components of a health plan are typically the most used benefits, the long-term value lies in the comfort of knowing that you have supplemental health insurance that may help beyond what the government health system provides.

Wisdom teeth removal falls under oral surgery (extensive services). Procedures related to oral surgery require x-rays and a treatment plan to be submitted to Manulife for assessment by your dentist before any work or treatment begins. You will then be advised of the eligibility of the treatment.

Five of the eight plans require no medical questionnaire at the time of application. These plans include the Base Health and Dental Plan and the four Dental (with basic health) Plans. When you apply, your acceptance is guaranteed provided that you meet the eligibility criteria.

We’ve made things easier for you and have the premium receipts available on the same portal that you can use to submit your claims electronically. If you have not registered for our site, you can register now and do not have to wait. You can get your 2019 Health & Dental Premium Receipt online as of February 18th, 2020.

Log in to SecureServe

 

To access your receipt at that time:

  • Sign in using the link above to SecureServe. If you haven’t visited our SecureServe portal yet, please register to access your information.
  • Navigate through the easy-to-use online portal
  • Find your receipt under the payments section

To access your receipt, you will need your plan and identification number, found on your benefit card. If you have any questions or need assistance on this process, please call 1-800-268-3763, Monday through Friday, anytime between 8 a.m. and 8 p.m. ET.

 

First, check to see if your provider has already submitted your claim. Often, you don't have to submit a claim because many hospitals, pharmacies and dentists can submit your claim directly to us. There's no online form or paperwork for you, and you only pay the amount your plan doesn't cover.

If your provider hasn't already submitted your claim, you can submit your claim online or on paper by mail.

You have 12 months from the date you were charged for a health and dental service to submit your claim for reimbursement.

If your claim form is complete and accurate, you will generally receive payment within six business days. When information is missing, we may have to return the claim form to you. This delays processing and payment.

Submitting your claims online:

First, you need to register online. It's easy. Simply click to register and follow the steps.

  • Submit within 12 months of the date you were charged
  • Submit after you've paid more than any deductible in your plan
  • Specify the currency if your claim is for services outside Canada
  • Hold onto original receipts and applicable supporting documentation for 12 months

You can also claim on paper by mail:

  • Specify the currency if your claim is for services outside Canada
  • Include original receipts and applicable supporting documentation
  • Make sure you've signed your claim form
  • Use the extended health claim form for all covered expenses except dental expenses
  • Use the dental benefit claim form – must be completed by your dentist or dental specialist

Submit your claim online:

  • Within 12 months of the date you were charged
  • After you've paid more than any deductible in your plan
  • Hold onto original receipts and applicable supporting documentation for 12 months

Submit your claim on paper by mail:

  • Within 12 months of the date you were charged
  • After you've paid more than any deductible in your plan
  • Include original receipts and applicable supporting documentation
  • Make sure you've signed your claim form
  • Use the extended health claim form for all covered expenses except dental expenses
 

Call to speak to a customer service professional. You must complete nursing approval forms before starting homecare and nursing services.

Prescription drug receipts must be original receipts (not statements) and show:

  • Name of drug
  • Drug identification number (DIN)
  • Date of service
  • Prescription number
  • Prescription strength and quantity
  • Drug cost
  • Dispensing fee (if applicable)

All other receipts must be original receipts on the printed letterhead of the person or company providing the service and show:

  • Name of patient
  • Date(s) of service
  • Description of service
  • Cost of each service

Get an estimate and send it to us before any major dental work. Ask your dentist to outline the proposed treatment plan and to include x-rays if available. We will let you know how much we will pay.

You must submit a prior authorization request and a written recommendation from a physician or nurse practitioner for the following items: hearing aids, orthotics, prosthetic appliances, medical equipment and supplies. 

Complete the Prior authorization for homecare, hearing aids, nursing, orthotics, prosthetic appliances, medical equipment, and medical supplies, CM5006, in full and attach all requested information. We will not accept or process estimates or requests for third party assignment of benefits that are attached to an claim form. Do not register for, purchase, or submit claims for these devices and/or supplies that cost more than $300 until you receive information from us about whether your request has been approved or declined. Make sure you attach a copy of the prior approval decision from Manulife when you submit your claim to us for reimbursement. We will not pay claims for hearing aids, orthotics, prosthetic appliances, medical equipment, and medical supplies over $300 that did not receive prior authorization. 

For Homecare and Nursing, you may call us at 1-800-268-3763 and speak to our team. Our customer service representatives can give you information about completing a nursing questionnaire or referring you to our preferred provider before nursing or homecare services begin.

Costs submitted after 12 months

To consider a Health and Dental claim, we must receive all the information we need within 12 months of the date you paid the costs you're claiming.

Costs that aren't medically necessary

Health claims must be deemed medically necessary under the terms of your policy. Dental claims for preventative services are allowable if your policy covers them.

Costs associated with excluded conditions

Sometimes, we make counter-offer agreements that exclude specific health conditions. We won't pay for any treatments – including but not limited to medications – that relate to an excluded condition. Your health care provider must explain if a treatment that can be used for an excluded condition is being used to treat an unrelated condition. Include this explanation when you submit your claim.

If we approve your claim, we will pay it and you will receive a cheque or, if you have registered for it, direct deposit and an electronic claims statement. If your claim form is complete and accurate, you will generally receive payment within six business days. You can check the status of a claim at any time online.

Log in online anytime to see:

  • Status of submitted claims
  • Claims activity in last 12 months
  • Benefit details including dollar maximums

Your plan number is 5 to 6 characters long and can contain both numbers and letters. You can find your plan number on your Manulife wallet card.

Your identification number is a 7- to 10-digit number. You can find your identification number on your Manulife wallet card.

It's easy. Simply click to register and follow the steps.

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Check your trash or junk folders to see if your email went in one of those by mistake.

If it's not there, click Reset password, follow the steps and we'll send you another email.

If you still do not a receive an email, give us a call at 1-800-268-3763, Monday to Friday, 8 a.m. to 8 p.m. ET.

In our travel insurance policies, a "pre-existing condition" means any condition that existed prior to your effective date.

Our Health and Dental Plans require that you be covered by a government health insurance plan. If you aren't covered by one yet, our travel insurance plans for visitors to Canada can help protect you until you are eligible to apply for Health and Dental coverage.

We cover diabetes supplies such as test strips, lancets and needles under the Durable Medical Equipment benefit. We do not cover glucometers, insulin pumps and any related treatment or procedures.

Our medical marijuana program is available under the Association Health & Dental Plan as a part of drug benefits (plan limitations apply, refer to schedule of benefits).

As per Health Canada's Access to Cannabis for Medical Purposes Regulations (ACMPR), patients must obtain a medical document from a prescribing health care practitioner.

Patients will need to complete the Medical Marijuana Prior Authorization form with their doctor and submit it to Manulife for assessment. Please follow the instructions on the form carefully. If approved, the patient will receive a welcome call from the Shoppers Drug Mart Cannabis Care Centre. The pharmacist will review the patient’s needs, advising them on the different strains of medical marijuana and the different ways to take it. Based on this support, patients can choose the treatment that best meets their needs and is covered under their plan.

Our program is the only one in the industry to offer:

  • member referral to specially trained pharmacists at the Shoppers Drug Mart Cannabis Care Centre
  • coverage guidance based on the approved formulary
  • help with the coordination of medical marijuana distribution
  • case management, which includes patient oversight and outreach for follow-up
  • a support line that is available for continuous guidance throughout the process

Term Life Insurance

Members and their spouses who are between 18 and 60 years of age and who are residents of Canada are eligible to apply.

Based on the current rate structure, premiums do increase with age every five years, specifically at ages 30, 35, 40, 45, 50, 55, 60. Starting at age 66, your coverage will reduce by $2,500 per $25,000 of coverage and coverage will end at age 75. Insured members aged 73 and 74 are covered for $5,000 and $2,500, respectively, per every $25,000 of coverage, with no premiums being charged.

Your coverage will start on the date we receive your completed application online or through the mail, provided that:

  • you are a resident of Canada and between 18 and 60 years of age;
  • you are insurable on that date in accordance with our underwriting rules; and
  • the first premium due is paid.

When reviewing your application, if we find that you do not qualify for this coverage, we will notify you immediately and refund any premium paid.

If you are considering replacing an existing individual term or permanent life insurance policy, we recommend that you contact us to help you compare the features of both plans so that you can decide which one best meets your needs. Our customer support staff will be happy to assist you. Simply contact us.

A death benefit is the amount paid to your beneficiary if you die while your life insurance plan is in effect. A living benefit is the amount paid to you when you meet certain conditions. For example, you can receive part of your life insurance death benefit while you are alive if you are diagnosed with a terminal illness with less than 12 months to live.

Earned income means wages, salaries, bonuses, commissions, professional fees, net earnings from self-employment and other remuneration received for personal services actually performed during the period for which computation is being made.

If your existing insurance is less than what you're eligible for based on your earnings, you can top it up to get maximum coverage. You can buy coverage equal to the difference between (1) the benefit provided by your current plan and (2) the additional amounts available through this Disability Income Replacement Plan.

It depends. If your employer currently pays for your coverage under your employee plans, any benefits actually paid to you during a disability leave will be taxable as income (under current tax rules). By paying for your own coverage under this Disability Income Replacement Plan, you can select the additional coverage you want - and any benefits you receive would be tax-free income.

Most employee group disability coverage is not portable; it will end when you are no longer an employee. If you become uninsured in your later years, you may not qualify for individual disability coverage due to your age or deteriorating health. If you purchase coverage under this Disability Income Replacement Plan while you are still employed, you can take this coverage with you if you leave to become self-employed.

Get information about our company and insurance in general.

Once you receive your policy or certificate of insurance, examine it carefully. If you are not completely satisfied, simply return your policy or certificate of insurance to Manulife within 30 days and request that your coverage be cancelled. Your premiums will be refunded – no questions asked!

For those with Health and Dental Insurance coverage: If you are not completely satisfied with your coverage, simply return your insurance policy to Manulife within 30 days of receiving it, and any premiums paid for the coverage will be promptly refunded. The policy will be considered never to have come into effect and any premium paid up to the end of the 30-day examination period will be refunded, less any claims paid. Where claims paid exceed premiums, the difference must be repaid to the insurer immediately. This right of cancellation expires thirty (30) days after the policy is received by the insured and does not apply to any reissued, substituted or consolidated policy continuing coverage that commenced under a previously issued policy. The rights of any beneficiary under the policy are subject to this right of cancellation.

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.

For those with Health and Dental Insurance coverage: 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 Health and Dental Plan is approved for plans that require a medical questionnaire. As soon as your coverage starts, you will have access to most of the benefits in your plan.

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 smoked any cigarettes 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 smoked cigarettes, notify us – go to the Change Forms section. If it is approved, your lower non-smoker rates you new rates (for what coverages – confirm with product) will begin on the 1st of the month following the date of your non-smoker application.
 

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.

Please note: If your credit card is set to expire, please contact Manulife to update your payment information.

You can change your payment method online or, if you prefer, simply fill out the form on the back of your statement and return it to us. 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 online at any time by completing our change of information form (PDF).

You can change the individual or institution you choose to receive your term life benefit by completing and signing a change of beneficiary form (PDF) and mailing it to Manulife.

To apply for increased coverage, simply complete another application for the additional coverage amount, then send it to Manulife. For your convenience, you can apply online using the application we have provided for you. If you prefer, contact one of Manulife's experienced customer service representatives and we'll send you an application form through the mail.

You can download a brochure and application right here on this website – review the Materials and Downloads section and download the brochure and application for the product you are interested in. For a hard copy version of the application, contact a Manulife representative.

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. Simply contact us online or by calling us toll-free at 1-800-668-0195, Monday to Friday from 8 a.m. to 8 p.m. ET.