Individual insurance – Frequently asked questions

You can download the critical illness or disability form here (PDF). Please fill it out and mail it to us. Our address is at the top of the form.

We’re sorry if you’re dealing with a death and know this can be a difficult time. Please fill out this form or call us on 1-888-626-8543 if that’s easier. On the call, we’ll need:

• The policy number
• The policyholder’s name and date of birth
• The funeral home name (for life insurance claims)
• The date of death

You can download the critical illness insurance claim form (PDF). For all other claims, call us at 1-888-626-8543.

Most claims take 5 to 20 business days to process. To find out your claim status, call us at 1-888-626-8543 with the policy number.

Most claims take 5 to 20 business days to process. If it has been longer than 20 business days, call us at 1-888-626-8543 with the policy number.

If you need to add/change your coverage, please speak to your advisor.

Speak to your advisor. If you don’t have an advisor, we can help you find one.

Speak to your advisor. If you don’t have an advisor, we can help you find one.

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

Yes, if you have personal insurance with Manulife, you should be able to access the details online using your Manulife ID.

You don’t have to give us evidence of insurability when you decrease a benefit or rider. You can complete and mail or fax us this Request for Change form (PDF).

Complete and fax or mail us the Change of Name Form (PDF).

Many insurance customers can now update their address information online. To confirm if your insurance policy is accessible online, visit the Personal insurance web portal to find out.

If your policy is accessible, you can then log in to your policy, and update your address online (Canadian addresses only). 

If you find you cannot access your insurance policy online, you can complete the Change of address form (PDF), and send it in to us by email, fax or regular mail. 

Note: If you’re a group benefits customer, you can update your address by signing in to the plan member site. Affinity group or Manulife Bank customers can also complete and send in our Change of address form (PDF) (i.e., email, fax, by mail). Group retirement customers can go to the manulife.com website for instructions on how to change their address info.

For more change of address information, please visit our Change of address forms page.

If you are an insurance customer who purchased an insurance policy independent of any other organization (e.g., you bought the insurance through an advisor), you may be able to update your banking information online. 

First, confirm if your insurance policy is accessible online. Visit the Personal insurance web portal to find out.

Next, log in and check if your account lets you change your banking information (Canadian banks only). Currently, not all policies allow updates online to banking information.

If you can’t access your insurance policy online, you can complete the Change of banking information form (PDF), and send it in to us by email, fax or regular mail.

Complete and provide us a completed pre-authorized debit plan form to change your payment frequency. To correct your date of birth, please call us at 1-888-626-8543.

If you haven’t smoked for a year or more, complete the Application For Change Form (login required) (PDF).

If you need to transfer policy ownership, complete the "Transfer of Ownership" form. Keep in mind your transfer of ownership may have tax consequences. Call us at 1-888-626-8543.

Complete and mail us the Change of Beneficiary Form (PDF).

If you have a Manulife policy, complete and mail or fax us the Financial Change form (PDF) to change your fund choices.

If you have a policy with another financial institution, or a policy from Maritime Life or Zurich Life, call us at 1-888-626-8543 to change your fund choices.

To find out what you’re currently paying in premiums, call us at 1-888-626-8543. 

Some insurance policies allow you to borrow money from it. Complete the Application for Policy Loan or Withdrawal (PDF) and mail or fax it to us with your void cheque. A loan or withdrawal may have tax consequences. Call us at 1-888-626-8543 for a taxable gain quote.

Complete and mail us the Policy Surrender form (PDF). Keep in mind that your cash value may be taxed as income. Call us at 1-888-626-8543 for a taxable gain quote.

Complete and mail or fax us the Change of Banking Form (PDF).

To convert from term to permanent life insurance, speak to your advisor. If you don’t have an advisor, we can help you find one.

To register or activate your account: 

1. Go to www.Manulife.ca/planmember;
2. On the home page, click Login/Register, then click Registration;
3. Follow the steps to register or activate your account.

Tax receipts or slips for the 2025 tax year are mailed to the address we have on file for you. However, digital tax receipts or slips will be available on the Customer Secure Site starting in 2026. Note: not all policies generate a tax slip.

Reset your password online or call 1-800-268-6195.

The steps are different for different devices. Check with your device’s manufacturer or internet provider.

Many health care providers can submit your claims directly to us through Provider eClaims. Often, you only have to pay out-of-pocket for the amount that is not covered by your plan. Check with your health care provider to see if they’re set up for Provider eClaims. You can also use our Provider eClaims tool.

Note: the above only applies if your plan includes the Provider eClaims feature.