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Manulife FAQ Central

Get answers to many frequently asked questions

Find answers and more frequently asked questions in the links below

Manulife ID—Your way to sign in across Canada

Manulife ID is the secure way to sign in to your Manulife accounts. Most sign-in activities now require a Manulife ID, so make sure you’ve set yours up.

Need help or have questions? Visit the Manulife ID Support centre. From there, you can find answers and go to the right page for Group Retirement, Group Benefits, or your Affinity organization.

If you have coverage and investments through your employer

Group benefits

You can find these numbers on your benefits card. Here’s how to get your card:

On the website:

  1. Sign in to your plan
  2. Go to Coverage, then Your Benefits
  3. Click My Benefits Card
  4. Click the card image to print or download the card

On the Manulife Mobile app:

  1. Sign in to your plan
  2. Scroll down and tap Benefits Card
  3. To add it to your digital wallet, tap Add to WalletPasses or Add to Apple Wallet

Your plan contract and member certificate numbers are also on your claim statements.

Tip: If you need extra details for medical or dental benefits, open your wallet app, select your Manulife benefits card, and tap the three dots in the top right.

To sign in:

  1. Go to id.manulife.ca
  2. Enter your Manulife ID username and password
  3. Choose where you want to go. Click the Group Benefits tile, then click Go for the plan you want to access.

First time signing in?

To set up your Manulife ID and connect it to your Group Benefits plan:

  1. Go to the Set up a Manulife ID page
  2. Follow the steps to create your Manulife ID.
  3. If you already have a Manulife ID, you'll just need to connect your Group Benefits plan to your Manulife ID.
  4. If you’re new, we’ll ask for a bit more information to connect your plan.

You can also set up your Manulife ID and connect it to your plan in the Manulife Mobile app. Simply open the app and follow the steps.

If you forgot your password:

  1. Go to id.manulife.ca
  2. Click Forgot your password? and follow the steps.

If you want to change it for security reasons:

  1. Sign in to your plan
  2. On your homepage, under Profile click Manage your Manulife ID.
  3. Follow the steps to update your password.

Tip: You can also reset your password in the Manulife Mobile app. Just follow the same steps from the app's sign-in screen.

Yes! Once you’re registered on the website or in the Manulife Mobile app, you can submit claims online. Here’s how:

  1. Sign in to your plan on the website or mobile app
  2. Click Submit a claim
  3. Follow the steps

Learn more about submitting group benefits claims on this resource page.


Rules for online claims:

You can submit your claim online if:

  • The expense happened in Canada
  • You’ve already paid for and received the service
  • The payment should go 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 dependants if:
    • Your spouse isn’t covered by another plan, OR
    • Your spouse is covered by another plan, but your birthday (month and day) comes first in the year (visit our Coordination of Benefits page to learn more about when you have more than one plan to submit a claim to).
  • The service provider type is listed in the Online Claim Submission tool
  • Your plan includes the Online Claim Submission feature

If your claim doesn’t meet these rules, please submit your claim on paper.

Learn more about how to submit your group benefits claims.
Go to our group benefits FAQ

Group retirement

Yes, in most cases you can update your information online. Here’s how:

  1. Sign in to your account
  2. Click on Profile (Top right in menu bar)
  3. Click on Manage my profile

If your plan allows online changes, you can update your details on this page. Not sure if you can make changes with us or have to go through your HR (Human Resources) department? Call us to confirm at 1-888-727-7766, Monday to Friday, 8:00 a.m. to 8:00 p.m. ET

If your plan doesn’t allow online updates, please complete a Request for change form (links below) and send it in to us.

  1. Request for change - RRSP, TFSA, LIRA, RPP, NRSP, DPSP, EPSP (PDF)
  2. Request for change - RRIF, LIF, LRIF, PRIF, RLIF (PDF)

You can upload your completed form online or use the mailing instructions printed right on the form. 

Online:

  1. Sign in to your plan
  2. Go to More account options
  3. Click on My account
  4. Then click on Send documents

By mail:

Send the form to the address printed on the form (at the end).

Important: For some changes (e.g., name, marital status) you’ll need to send us some supporting documents. Call us at 1-888-727-7766, Monday to Friday, 8 a.m. to 8 p.m. ET, for assistance.

 

Change a beneficiary:

If you need to change a beneficiary, you can make the change either online or using a printed form:

Online:

  1. Sign in to your plan
  2. Click on More account options
  3. Click on My Profile
  4. Click on View My Member Information
  5. Choose Beneficiary Information
  6. Then choose Update

By printed form:

Complete the Request for change form and send it in to us (see methods below):

  1. Request for change - RRSP, TFSA, LIRA, RPP, NRSP, DPSP, EPSP (PDF)
  2. Request for change - RRIF, LIF, LRIF, PRIF, RLIF (PDF)

Send us the form by:

Email: gromail@manulife.com

Fax: 1-866-945-5110

Mail:

Manulife Financial
Attention: GRS Client Services
P.O. Box 396
Waterloo, ON N2J 4A9

If you have an irrevocable beneficiary, they will also need to sign the form.


Need help? Call us at 1-888-727-7766, Monday to Friday, 8 a.m. to 8 p.m. ET.

To withdraw money from your account:

  1. Sign in to your account
  2. Go to More account options
  3. Click on My Profile
  4. Choose View My Plan Material to check if you can take money out of your plan.

Online:

If your plan allows online withdrawals, after you sign in:

  1. Go to More account options
  2. Click on My Account
  3. Choose Make a Withdrawal and follow the steps. You can withdraw up to $50,000.00

Other options:

If you can’t withdraw online or want to take out more than $50,000, you'll need to fill out a withdrawal form. To do so, after you sign in:

  1. Click on Plan resources
  2. Next, click on Tools and resources
  3. There you’ll find the withdrawal form under Forms

Complete the form and submit it to us online under Send documents, or by:

Email: gromail@manulife.com

Fax: 1-866-949-5110

Mail:

Manulife Financial
Attention: GRS Client Services
P.O. Box 396
Waterloo, ON N2J 4A9


When will funds be available?

It usually takes 5–7 business days to process your request. For direct deposits, we’ll send the money directly to your bank within 5 business days after processing.


Need help? Call us at 1-888-727-7766, Monday to Friday, 8 a.m. to 8 p.m. ET.

Go to the Group Retirement tax receipts and slips page, where you'll find:

  • Which tax documents we prepare
  • When and where to expect to receive them
  • What your deadlines are for reporting them

Your account statements are available online. To access your online statement, follow the steps below:

  1. Sign in to the secure site.
  2. Click the View My Statements link on the homepage
  3. OR, go to My Account
  4. Click on More account options
  5. Under Quick Links, click on View My Statements

There you can review and/or print your statements.
Go to our group retirement FAQ

If you work with an advisor for your insurance or investments

Individual insurance

Talk to your advisor. If you don’t have one yet, we can help you find one located near you.

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

To submit these claims, download the critical illness or disability form (PDF).

If you have questions, please call us at 1-888-626-8543, or send an email to CC_987@manulife.com.

We usually process your claim within 5 business days.

If you use direct deposit, you’ll receive your money in 1–2 business days after processing. Or if you get paid by cheque, please allow extra time for mailing.

Yes, many providers can send claims straight to us using ‘Provider eClaims’. If they do, you usually only pay the part your plan doesn’t cover.

Check with your provider to see if they use Provider eClaims, or try our Provider eClaims tool.

Note: This only works if your plan includes the Provider eClaims feature.
Go to individual insurance FAQ

Investments

To update personal information, you can contact your advisor or call our customer service team.

Call the number that matches your type of product:

To find out who your beneficiary is, please contact your advisor, or call our customer service team. We’re happy to help.

Call the number that matches your type of product:

Once we receive your request and your form is complete and accurate, we process it right away.

If you're set up for Electronic Funds Transfer (EFT), you’ll get your funds in 3 to 5 business days. If you're not set up for EFT, we’ll mail you a cheque.

Want to get set up for EFT? Just give your advisor a personalized, pre-printed void cheque. They’ll attach it to your withdrawal request.

To complete this task, you can contact your advisor or call our customer service team at the number below that matches your type of product:
Go to our investments FAQ

If you have insurance through Manulife, CoverMe® or other organizations

Health and dental—Flexcare® and FollowMe™

In many cases, you won’t need to submit a health or dental claim. That’s because many hospitals, pharmacies and dentists send your claim to us directly. And so there’s no online form or paperwork for you to do. You just pay the part your plan doesn’t cover.

If your provider doesn’t send in the claim, here’s how to submit it yourself:

Submit online (fastest option)

  • Send it in within 12 months of the date you were charged
  • Make sure you’ve paid more than your deductible in your plan
  • If the service was outside Canada, tell us the currency used
  • Keep your receipts and documents for 12 months
Log in to SecureServe Claims to submit

Submit by mail

  • Send it in within 12 months of the date you were charged
  • Make sure you’ve paid more than your deductible in your plan
  • If the service was outside Canada, tell us the currency used
  • Include your receipts and documents with the claim
  • Sign your claim form

For everything except dental claims, use this form: Extended health claim form (PDF)

Dental claims form (must be filled out by the dentist): Dental benefit claim form (PDF)

If your form is complete and correct, you’ll usually get paid within six business days.

Learn more about submitting health and dental claims

When you log in to your SecureServe account, you can check the following any time:

  • Claims status
  • Claims activity from the past 12 months
  • Your plan benefit details, including how much coverage you have
Log in to SecureServe Claims

Here’s how you can update your address, phone number, or email:

Like updating contact information, you can update your payment method in one of these ways:
Go to the CoverMe health and dental insurance FAQ

Life insurance—Flexcare and FollowMe

Call us at 1-800-590-0970

Mail your documents to:

Manulife
Individual Insurance
P.O. Box 670, Stn. Waterloo
Waterloo, ON   N2J 4B8 

Here's how you can update your address, phone number, or email:

Like updating contact information, you can update your payment method in one of these ways:

If you haven’t used tobacco, tobacco-free products, or marijuana for 12 months in a row, you may qualify for lower premiums.

To update your smoking status, fill out the Change Smoking Status form (PDF) and send it in to us by mail.

Once approved, your lower premiums would start on your next payment date.
Go to the Manulife CoverMe life insurance FAQ

CoverMe travel insurance

There are several ways to submit your travel claim:

Online

It’s quick and easy! Make sure your documents are saved electronically, then go to our travel claims portal.


Call the Assistance Centre

We’re here to help 24/7, every day of the year. Find the phone number that matches your policy:

Travelling Canadians:

Visitors to Canada:

Students:

Flexcare Travel Add-on:

FollowMe Travel Add-on:

Use the TravelAid™  app

Start your claim or contact the Assistance Centre through the TravelAid app.

Mail your documents

Send any supporting documents to us at:

CoverMe Travel Insurance
c/o Global Excel Management
P.O. Box 1237, Stn. A
Windsor, ON   N9A 6P8

To check your claim's status, please call Claims Inquiry at:

Toll-free: 1-888-881-8013

Collect: 1-519-945-9246

If your travel plans change, please let us know by calling 1-877-268-3763.

Give us a call at 1-877-268-3763 to update your address, phone number, or email.
Go to the Manulife CoverMe travel insurance FAQ

FAQ for plan sponsors or administrators

Go to the sponsor Group Benefits FAQ
Go to the sponsor Group Retirement FAQ

Helpful resources to guide you

Select a question to get more details:

  • How do I change my address?

       
  • How do I change my banking information?

       
  • How do I change my beneficiary?

       
  • Where can I find my tax receipts and slips?

       
  • How do I submit a group benefits claim?

       
  • How do I submit a CoverMe travel insurance claim?

       

Looking for something else?

Get more help at our support centre