Manulife CoverMe

CoverMe Knowledge Centre: Frequently Asked Questions

Have a question? We have the answer. Please review our Frequently Asked Questions below, or contact us, Our customer service representatives will be happy to help you.


General

What do I do if the online application doesn't seem to be working properly?

Please contact us.

How and when can I reach a customer service representative?

Our Contact Us page outlines our customer service hours and phone numbers, including product specific contact information.

What is Health and Dental: SecureServe®?

At Manulife, we go to great lengths to ensure our policyholders have safe and secure access to their plan information. That is why we developed SecureServe®.

Once you have completed the initial secure login procedure, SecureServe allows you, and only you, to access your claims and benefit information via our website.

Claims

How long do I have to submit a health and dental claim?

To be eligible for reimbursement, individual claims must be submitted within 12 months of the date on which service charges were incurred. For example, a claim for services billed on February 25, 2009, must be submitted by February 25, 2010.

Note: A claim should only be submitted once the total of service bills exceeds the deductible amount, if applicable. When claiming small fee amounts, please accumulate receipts and submit once claims total a reasonable sum.

How quickly will my health or dental claim be processed?

As long as your claim form is complete and accurate, it will be processed within five business days of receipt. Cheques are typically issued within one day of processing.

If information is missing, however, we may have to return the claim form to you, which will delay processing and payment.

How do I submit a health or dental claim?

Provider-Submitted Claims
For many health care services covered by your Plan, you may not need to fill out a claim form. Health Care providers such as Provincial or Territorial hospitals and pharmacies and many dentists and optometrists bill Manulife directly for services covered by your plan. This means that you do not need to submit a claim form. When your pharmacist, dentist or hospital bills Manulife directly, but the full amount of the claim is not covered by your policy, such as where you are required to make a co-payment under the Schedule of Benefits section of your Policy or where you have reached your benefit maximum at the time the service is rendered, you will have to pay the balance directly to the provider. It is therefore important that you make the provider aware of any restrictions/exclusions which may apply to your policy.

Insured-Submitted Claims
If for any reason your pharmacist, dentist, hospital or optometrist does not bill Manulife directly, you are required to pay the provider and then submit your claim to Manulife for reimbursement of the eligible expense. In addition, if your policy contains a counter offer with a policy exclusion, you may be required to submit your health claims directly to Manulife. Claim forms can be obtained by calling 1-800-COVER ME® (1-800-268-3763), or by visiting our website at http://www.coverme.com/knowledge-centre/forms-library.jsp.

To submit your claim, complete a claim form attaching original receipts (not photocopies or faxes) and all pertinent documentation required for your claim (See "Submitting Claims Directly to Manulife") and send to:

Health Claims
Manulife, Consumer Solutions
P.O. Box 4214, Station A
Toronto, Ontario M5W 5M4

Dental Claims
Manulife, Consumer Solutions
P.O. Box 4215, Station A
Toronto, Ontario M5W 5M6

Once your claim has been reviewed and deemed an eligible benefit, a reimbursement cheque will be mailed to you for the eligible portion of the benefit. Please retain the top portion of the cheque for income tax purposes.

Submitting Claims Directly to Manulife
Receipts
Prescription Drugs
Original receipts (not statements) must show the name of the drug, drug identification number (DIN), date of service, prescription number, strength, quantity, drug cost and dispensing fee.

All Other Receipts
Receipts (other than prescription drug receipts) must be on the printed letterhead of the person or company providing the service and must clearly show:

  • name of patient
  • date(s) of service
  • description of service
  • cost of each service rendered.

Prosthetic Appliances/Durable Medical Equipment/Hearing Aids
Most provincial health plans contribute toward the cost of prosthetic appliances, durable medical equipment and hearing aids. It is recommended that a written estimate be obtained outlining the charges for the purchase or rental of medical equipment. Manulife will review the estimate and advise you of the amount of benefits payable.

Claims for prosthetic appliances, durable medical equipment or hearing aids must be accompanied by the original receipt, a copy of the provincial health plan contribution statement (including portion paid) along with a written prescription/functional assessment from a certified plan authorizer.

Extended Health Care Services
Charges for the services of a registered:

  • Chiropractor
  • Chiropodist
  • Osteopath
  • Naturopath
  • Podiatrist
  • Registered Massage Therapist*
  • Acupuncturist
  • Psychologist*
  • Physiotherapist*
  • Speech Pathologist*/Therapist*

* These services require written authorization from your attending physician. Services payable under your policy, including the above mentioned Extended Health Care services, are only payable after any applicable Government Health Insurance Plan (GHIP) yearly dollar benefit maximum has been reached (refer to your Schedule of Benefits). Please refer to the section Claiming Benefits, when making a claim for these services. You must include documentation from your medical practitioner stating the date the GHIP yearly dollar maximum allowance was reached.

Note: Any billing amount within the eligible per visit GHIP allowance is not covered and is your responsibility. Please refer to your Schedule of Benefits for specific coverage.

Homecare and Nursing
Please call 1-800-COVER ME® (1-800-268-3763) and follow the prompts to reach the Individual Inquiry Department for information and nursing approval forms prior to commencing such services.

Dental Benefits
Dentists are encouraged to submit claims directly to Manulife for reimbursement. This method is fast, economical and convenient for you, as you only need to show your identification card to confirm coverage for the services provided. If a dentist does not submit your claim directly to Manulife, he/she will identify the services provided using the standard dental claim form approved by the Canadian Dental Association. This claim form must then be submitted to Manulife.

Pre-Determination of Dental Benefits
When you, your Co-Insured or dependant is about to commence major dental work, we recommend that the dentist provide Manulife with an outline of the proposed treatment plan, including the intended procedures and cost. (X-rays are often required to assess the treatment.)

Vision Benefit
To submit a claim for the purchase of prescription lenses/frames/contact lenses, use the standard Extended Health Care claim form and send it to Manulife, together with the original receipt from the provider.

Accidental Death and Dismemberment Benefit
For details and additional information about the appropriate documentation required, please contact:

Life Unit
Manulife, Consumer Solutions
P.O. Box 4213, Station A
Toronto, Ontario M5W 5M3
Or call us at 1-800-COVER ME®
(1-800-268-3763)

Emergency Health Travel Coverage
To make a claim under your Emergency Health Travel Coverage within Canada and the U.S., call 1-800-805-1008. In the event of an emergency while outside of Canada or the U.S., refer to your Manulife world assistance card for the telephone numbers of the appropriate Emergency Assistance Centres.

 

Important Notes Regarding the Submission of Your Claims

Request for additional information from your health care practitioner
For the purpose of assessing your claims, you may be asked to provide Manulife with additional medical information. In this event, our claims staff will advise you of the specific information that is required in order to complete the assessment of your claim. You will be responsible for any costs associated with obtaining this information. Manulife will generally accept an explanatory note that is written on a medical script pad from the medical practitioner, but on occasion, more detailed information may be required.

Medically Necessary
In order to be considered for payment, eligible health claims must be deemed medically necessary under the terms of your policy. Preventative dental claims are allowable to the extent they are defined under your policy.

Counter Offer Exclusions
If your policy was issued with any exclusion, as described in a counter offer agreement made with you, claims are not eligible if they relate to these exclusions. This means that any treatments (including but not limited to medications) relating to the policy exclusion will be exempt from payment. In the event that a treatment, medication or health service, that would otherwise be used to treat an excluded condition is being used to treat an unrelated medical condition, you will be required to provide us with supporting information to this effect from your treating medical practitioner, at the time you submit your claim, in order for it to be considered for payment.

Claims Review
Manulife is committed to providing cost-effective insurance coverage to its Insureds. To this end, our Claims Review Process is designed to verify that claim payments are being made in compliance with the terms of the policy. As such, claims submitted within the first two years that a policy or newly added coverage is in effect, other than dental claims, may be selected for a claims review from time to time.

Deadline for Submission of Claims
Full written claims satisfactory to Manulife must be submitted within 12 months from the date charges are incurred. Faxes and photocopies of documentation are not acceptable.

When/How will I know if my claim has been approved?

As long as your claim form is complete and accurate, it will be processed within five business days of receipt. Cheques are typically issued within one day of processing.

If information is missing, however, we may have to return the claim form to you, which will delay processing and payment.

To keep up-to-date on the status of your claim form, you can sign in to your Health and Dental SecureServe Log In. If you wish to speak to someone, our customer service representatives will be happy to help you.

When/How will I get my refund?

As long as your claim form is complete and accurate, it will be processed within five business days of receipt. Cheques are typically issued within one day of processing

What services are offered online?

We've got you covered with 24-hour-a-day, seven-day a week access to relevant, reliable and secure benefit plan information at your fingertips. By logging into the Health and Dental: SecureServe®, you can:

  • Access your claims activity in the last 12 months
  • Find benefit details including dollar maximums.
  • Track the status of your claim

Log in now

Leaving a Group Health Plan

What does my government plan cover?

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

  • Prescription drugs
  • Dental checkups 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.

I have other financial priorities. Why do I need supplemental health insurance?

Every year, you could pay thousands in unexpected medical and dental expenses if you don't have a health plan.

You could be especially vulnerable in the event you suffer a serious illness or injury. Or you could use up your savings on private care, because your government health insurance plan, unfortunately, offers only limited coverage for home nursing care and in-home assistance.

For only 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, your supplemental health insurance could literally pay for itself.

Leaving a Group Life Plan

What life insurance coverage is available for individuals who are leaving or have recently left a group life plan or are planning to retire?

The FollowMe™ Life plan is specially designed to start once your group life coverage stops. FollowMe Life coverage is available from $25,000 to $200,000 (equal to or less than your group life benefit amount). And as long as you apply within 60 days of your group life insurance ending, completion of a medical questionnaire is not required!

Learn more

The CoverMe™ Term Life plan offers an alternative, economical solution for those from 18 to 70 years of age. Coverage is available from $100,000 to $1,000,000 in increments of $25,000. You get to choose the level of insurance coverage that best suits you, your family and your budget. And your rates are guaranteed not to increase for the first 10 years!

Learn more

The CoverMe™ Guaranteed Issue Life plan is designed for those between 40 and 75 years of age. It offers coverage levels from $5,000 to $25,000. Medical underwriting is not required. Further, your premiums will not increase, your coverage will not decrease and you can enjoy premium-free coverage after your 95th birthday.

Learn more

CoverMe Life Insurance

What is Term Life Insurance?

Quite simply, when you buy term life insurance, you are entering into an agreement with your insurance company.

In exchange for you making regular payments (called premiums), the insurance company will pay a benefit to the person you choose (called a beneficiary) if you should die while your policy is in effect. The death benefit payment is made tax-free under Canadian law, to a named beneficiary resident in Canada. In other words, if your term life insurance coverage amount were $475,000, your named beneficiary would receive that total amount. You can still name a beneficiary not resident in Canada, but the benefit payment may be subject to the tax laws of that jurisdiction.

Most people buy life insurance to help ensure that their unexpected death will not negatively impact the financial security of those they love. By buying life insurance, they make sure that money is available for funeral expenses and mortgage and loan payments, and that their loved ones can pay for living expenses (such as groceries, utilities and their children's education) even though they are not there to help anymore.

Term life insurance simply means that the contract is for a defined period of time. Premiums remain the same for that defined period of time.

You should not cancel or replace an existing insurance policy with a new one without consulting your financial advisor. Or contact us, and we can help you determine your unique needs.

What is a death benefit?

The death benefit is the main feature of any life insurance policy. The insurance company will pay the death benefit to your named beneficiary if you die while your policy is in effect.

The benefit amount paid is equal to the insurance coverage amount you have at the time of your death.

The death benefit is paid tax-free, under Canadian law, to a named beneficiary resident in Canada.

What is a Living Benefit?

Should you be diagnosed with a terminal illness with less than 12 months to live, the Living Benefit makes available to you a percentage of the total death benefit under your life insurance plan. The percentage and maximum of this tax-free cash advance is dependent upon the plan you purchase. You can use this money however you wish.

CoverMe Term Life

With the CoverMe Term Life plan, up to 50% of your total term life coverage amount is available to you, to a maximum of $100,000, provided you are less than 83 years of age and your policy has been in effect for two years.

CoverMe Guaranteed Issue Life

With the CoverMe Guaranteed Issue Life plan, up to 50% of your policy amount is available to you, provided your policy has been in effect for two years.

CoverMe Easy Issue Life

With the CoverMe Easy Issue Life plan, up to 50% of your policy amount is available to you, provided you are less than 83 years of age and your policy has been in effect for two years.

FollowMe™ Life

With the FollowMe Life plan, you are eligible to receive up to 50% of your coverage to a maximum of $50,000, provided your policy has been in effect for two years.

At time of death, the amount paid to your beneficiary will be the death benefit amount less the amount previously advanced, with no adjustment in interest.

What is the difference between Term Life insurance and Mortgage Life insurance?

With term life insurance, the insurance provider pays the death benefit to your beneficiary. This gives your beneficiary the freedom to choose how best to spend the money.

Mortgage life insurance bought from a lender typically pays the death benefit to the lender.

With mortgage life insurance, the death benefit or coverage amount declines as your mortgage balance decreases, but the premium you pay remains the same. With term life insurance, your coverage amount remains the same.

Should you ever decide to switch lending institutions, you would have to reapply for mortgage life insurance whereas term life insurance is portable - you own the coverage for the duration of the term.

Should I consider CoverMe Term Life insurance as an alternative to mortgage life insurance?

Yes. It's wise to know your options.

When buying a home or renewing a mortgage, many people think they are obligated to sign up for their financial institution's mortgage life insurance. It's important to know you have options.

CoverMe Term Life insurance is a great alternative to regular mortgage life insurance because it offers you affordable premiums plus the following key advantages:

  1. Greater control for you and your beneficiary
    Mortgage life insurance typically pays the death benefit to the lender. With CoverMe Term Life insurance, Manulife will pay the benefit to the beneficiary you choose (for example, your spouse, dependant, grown children). This gives your beneficiary the freedom to choose how best to spend the money. They may decide that paying down the mortgage is the highest priority, while others may want to use the money to pay another, more pressing loan, or for living expenses, childcare, to fund post-secondary education - the choice will be theirs.
  2. Coverage that doesn't shrink with your mortgage
    The coverage amount under typical mortgage life insurance declines as your mortgage balance decreases, while the premium you pay remains the same. With CoverMe Term Life insurance, your coverage amount stays the same.
  3. No need to reapply
    With mortgage life insurance, you have to reapply every time you switch lending institutions. But with CoverMe Term Life insurance, unless you want to increase your coverage or terminate your plan, your policy is automatically renewed up to age 85 with no medical questions asked.

Remember, when thinking about your mortgage, CoverMe Term Life insurance provides you with options. You don't have to wait until you renew your mortgage. Consider the advantages of CoverMe Term Life insurance today.

Are CoverMe Term Life premiums guaranteed and fixed?

Premiums are set and guaranteed for 10 years when your policy is initially issued. Renewal premiums are not guaranteed, which means that they will increase at each 10-year renewal, but once your renewal premiums are set, they will remain the same for the next 10-year term.

Is the CoverMe Term Life policy renewable?

Yes. The policy will provide coverage for an initial period of 10 years, as long as you continue to pay your premiums. Unless you advise otherwise, it will be renewed automatically at the end of each 10-year term (for another 10-year term) at the applicable premium for your age at that time.

Renewal premiums are not guaranteed, but once your renewal premiums are set, they will remain the same for the next 10-year term. Your right to renew is automatic regardless of changes in your health or personal situation. Continuous coverage is available until you reach the policy anniversary immediately following your 85th birthday.

Is the CoverMe Term Life policy convertible?

Yes. You have the right to convert all or part of your CoverMe Term Life insurance policy to a permanent insurance plan without providing medical information or undergoing a medical examination at the time of conversion. You cannot be declined for permanent coverage under this conversion option because of your health.

Conversion options and premiums

You can convert your CoverMe Term Life insurance policy at any time before your 70th birthday. You are limited only by the Manulife conversion products available and their restrictions regarding coverage amount and minimum premium. Your new premiums will depend on the type of plan and amount of permanent coverage you select, as well as your age at the conversion date and your risk classification. For more information about conversion options, please contact us.

Benefit restrictions

If your CoverMe Term Life insurance policy has any benefit restrictions, your new policy will have those same restrictions. If you choose to convert only part of your insurance coverage, the balance remaining under your CoverMe Term Life policy must be a minimum of $100,000 (and a multiple of $25,000).

Increasing your coverage

In order to increase your insurance coverage under your new converted policy, you will need to complete another application and meet the medical qualifications required of any new applicant.

How do I get more insurance if I already have a CoverMe Term Life insurance policy?

If you are under 70 years of age, simply apply for the additional CoverMe Term Life coverage amount you desire. Depending on the coverage amount applied for, you may need to undergo a medical examination. If your application is approved, you will receive another insurance policy for the additional coverage amount. You will need to make premium payments on both policies. Your total coverage cannot exceed the plan maximum, which is $1,000,000. Also, you should be aware that there may be conditions and exclusions in your new policy.

Should I replace my existing life insurance with CoverMe Term Life insurance?

If you are considering replacing an existing individual term or permanent life insurance policy, we recommend that you contact your financial advisor, or contact us.

Who can apply for CoverMe Term Life insurance?

If you are a Canadian resident and between 18 and 70 years of age, you are eligible to apply.

What amount can I purchase?

CoverMe Term Life insurance provides affordable protection ranging from a minimum of $100,000 to a maximum of $1,000,000 (in increments of $25,000).

If you need help determining the right amount of coverage for you, you can use our tool to help calculate your Term Life insurance needs.

Who can apply for CoverMe Guaranteed Issue Life insurance?

If you are a Canadian resident and between 40 and 75 years of age, you are eligible to apply.

What amount can I purchase?

CoverMe Guaranteed Issue Life insurance provides affordable protection ranging from a minimum of $5,000 to $25,000. With CoverMe Guaranteed Issue Life, your premiums will never increase and your coverage will never decrease - Guaranteed!

Who can apply for CoverMe Easy Issue Life Insurance?

If you are a Canadian resident and between 18 and 70 years of age, you are eligible to apply.

What amount can I purchase?

CoverMe™ Easy Issue Life offers two benefit amounts- $50,000 and $75,000 of coverage.

Who can apply for FollowMe Life insurance?

You are eligible to apply if you are a Canadian resident between 18 and 69 years of age, and if you apply within 60 days of your group life coverage end date.

If you apply within 60 days of your group life insurance ending, no medical questionnaire or exam is required when you apply. If you apply after the 60 day period, full medical underwriting will be required.

What amount can I purchase?

FollowMe Life coverage is available in amounts starting from $25,000 to $200,000.

You are eligible to apply for the same amount of FollowMe Life coverage as you had with your group life plan, or less. If your spouse was also covered under your group life plan, he/she can select any amount of FollowMe Life coverage equal to or less than the amount he/she had under your group plan.

When will my life coverage begin?

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

  • You are resident in Canada;
  • You are within the age of eligibility as stipulated by the plan for which you have applied;
  • You are insurable on that date in accordance with our underwriting rules, if/as appropriate for the plan you selected; and
  • The first premium due is paid.

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

What if I change my mind after applying for coverage?

If you are not completely satisfied, you may return your policy to Manulife within 30 days of the issue date to have your coverage cancelled, and your entire premium will be promptly refunded. No questions asked.

Our address is:
Consumer Solutions,
Manulife
P.O. Box 4213, Stn A
Toronto, ON M5W 5M3

What if I smoke occasionally?

You are only entitled to non-smoker rates if, on the date your application is received by Manulife, you have not used any form of tobacco, tobacco cessation products or marijuana in the past 12 months and you meet our health standards.

What if I quit smoking after I'm insured?

You should notify us after 1 year (12 consecutive months) during which you have not used any form of tobacco, tobacco cessation products or marijuana. Simply download, fill out, sign and mail to us this Change of Smoking Status form (Requires Adobe Acrobat Reader Version 3.01 or higher). When you meet the other health requirements, your lower non-smoker premiums will begin on your next premium due date.

How do I change my address?

Update your address by completing our online Change of Address form.

Or simply contact us, and our customer service representative will make the change for you.

When is my life premium due?

Your premium is due on the date indicated on your premium notice or on the first day of each month if you are paying monthly. A 30-day grace period is granted for submitting your premium after the due date. Your policy and coverage will be cancelled if you do not pay the premium due within the grace period.

How do I change my payment method?

You may pay your premiums:

  • Annually by cheque,
  • Monthly or annually by Visa, MasterCard or American Express; or
  • Directly from your chequing account by monthly Pre-Authorized Collection.

At any time, you can request to change your payment method by completing our online Change of Payment form, or by contacting us.

If you would like to update your credit card information, please contact us.

How is a death benefit claim made?

Please contact us. We will explain which documents are needed to pay the correct amount to the beneficiary.

Manulife will require proof, satisfactory to us, of:

  • The insured's death;
  • The insured's birthdate; and
  • The claimant's right to be paid.

CoverMe Travel Insurance for Travelling Canadians

Why does any Canadian travelling out of country need travel insurance? If a traveller gets sick when travelling, won't our government health insurance plan pay for their medical expenses?

"BON VOYAGE, BUT ...", published by Global Affairs Canada states: "Do not rely on your provincial or territorial health plan to cover costs if you get sick or are injured while abroad. Out-of-country health care can be costly, and your health plan may not cover any medical expenses abroad. It is your responsibility to seek information from your provincial or territorial health authority and to obtain supplementary travel insurance and understand the terms of your policy."

I am leaving my province of residence to travel to another province before actually leaving Canada. On which date should a trip start for Single Trip coverage?

You can opt to purchase coverage for the entire time you are away from your province 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 of residence or the last day you are in Canada. As government health insurance plans vary among the provinces and most do not provide emergency return home benefits, you should consider coverage for the full length of your trip.

Is medical travel insurance necessary when travelling within Canada?

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

I have 30 days of coverage on my credit card, but I am travelling for 45 days. Can Manulife provide coverage for the additional 15 days only?

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

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

Can coverage be extended during my trip?

If you are already on your trip, you can extend coverage by calling our Assistance Centre at 1-888-881-8010 or 1-519-945-8346 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 the approval of our Assistance Centre at 1-888-881-8010 or 1-519-945-8346.

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 provincial or territorial government health insurance plan. To Top-Up your coverage after you leave home, you must call us at 1-877-COVERME® (1-877-268-3763).

If I am a Canadian student studying in the United States or abroad or if I am an International Student studying in Canada: does CoverMe Travel Insurance provide coverage?

You may purchase CoverMe Travel insurance for Students. This plan has been designed for students, including post-graduate researchers. Learn More.

I am travelling with a grandchild. Are we covered under a family policy?

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.

My three children are travelling without me. In my opinion they are a family, but your definition of Family Coverage says the applicant, spouse and children must be travelling together. Why can't I buy family coverage for them?

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.

Do you cover foster children in your definition of dependant children?

Yes.

Can I purchase family coverage for only one parent and his/her children?

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

Are there any deductibles under these plans?

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:

Savings on Premium Deductible Amount ($US)
15% $500
20% $1,000
35% $5,000
50% $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.

Do you extend coverage automatically if my car breaks down?

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

Does your policy provide for services offered in out-patient clinics and doctors' offices or do I have to be hospitalized?

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 1-888-881-8010 or 1-519-945-8346 prior to receiving any treatment.

The policy says that in the case of a medical emergency I am supposed to call the Assistance Centre. What if I don't get a chance to do that - will I still be covered?

We ask you to call our Assistance Centre at 1-888-881-8010 or 1-519-945-8346 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 1-888-881-8010 or 1-519-945-8346, 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 its TravelAid mobile app. To download the app, visit: http://Active-care.ca/TravelAid.

The TravelAid 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.

Hospital and medical bills outside of Canada can easily run into thousands of dollars. Would I need to pay up front if I had an accident while travelling?

As outlined in our insurance policies, it is essential that you contact our Assistance Centre at 1-888-881-8010 or 1-519-945-8346 prior to receiving medical treatment. The Assistance Centre at 1-888-881-8010 or 1-519-945-8346 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 1-888-881-8010 or 1-519-945-8346 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 its TravelAid mobile app. To download the app, visit: http://Active-care.ca/TravelAid.

The TravelAid 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.

Can I get an income tax receipt for the premium paid on this policy?

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

Does this policy cover newborns?

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

CoverMe Travel Insurance for Visitors to Canada

Are there any deductibles under these plans?

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:

Savings/Surcharge on Premium Deductible Amount ($CAD)
5% surcharge $0
0% surcharge $75
15% savings $500
20% savings $1,000
25% 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.

Is Family coverage available?

Yes, Family coverage is available for Plan A Emergency Medical, Trip Interruption and Travel Accident plans. It is not available for Plan B. Family coverage covers you, your spouse and dependent children. All family members must be under the age of 60. Plan A Emergency Medical is 2X the premium due for the oldest traveler under age 60. Trip Interruption is 3X the premium due for the oldest traveler under age 60.

What if I need or want to stay longer than planned?

To extend your coverage, 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 the approval of the Assistance Centre.

Are refunds available?

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.

Why are premiums calculated on the insured's age at the time of the effective date instead of on the date of application?

Under the policy, 'age' is defined as the insured's age on the effective date of coverage. 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 coverage.

What is the Trip Break benefit?

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.

Why do you have to call the Assistance Centre prior to receiving any medical treatment?

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 its TravelAid mobile app. To download the app, visit: http://Active-care.ca/TravelAid.

How can I fill out an application if I am not in Canada?

To apply for coverage, you or someone on your behalf may complete the Visitors-to-Canada application. 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 form. Any incorrect statements on the application may make the policy null and void.

Does this policy cover newborns?

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

CoverMe Travel Insurance for Students

Why does any Canadian student travelling out of country need travel insurance? If a traveller gets sick while out of Canada, won't our government health insurance plan pay for their medical expenses?

"BON VOYAGE, BUT ...", published by Global Affairs Canada states: "Do not rely on your provincial health plan to cover costs if you get sick or are injured while abroad. At best, your health plan will cover only a portion of the bill.

You may also want to purchase a travel insurance package that includes flight cancellation, trip interruption and/or lost luggage coverage. Doing so can avoid major disruptions and additional costs. Again, check the terms and conditions of these policies."

I am leaving my province of residence to travel to another province to study. Is student medical travel insurance necessary when travelling within Canada?

Government health insurance plans do have limits on the reimbursement of the emergency medical expenses incurred while in another province. 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 of residence. Unlike Canadian provincial/territorial government health insurance plans, CoverMe Travel insurance for Students also offers tuition protection in the event of a medical emergency. 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.

Are there age limits for CoverMe Travel insurance for Students?

Coverage is available up to and including the age of 39.

Can CoverMe Travel insurance for Students coverage be extended during my trip?

If you already have coverage, simply call the Assistance Centre at 1-877-331-3134 or 1-519-251-7401. 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.

Do you cover foster children in your definition of dependent children?

Yes.

Can I purchase family coverage for only one parent and his/her children?

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

Are there any deductibles under these plans?

CoverMe Travel insurance for Students applies no deductible amount to claims.

Does your policy provide for services offered in out-patient clinics and doctors' offices or do I have to be hospitalized?

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 1-877-331-3134 or 1-519-251-7401 prior to receiving any treatment.

The policy says that in the case of a medical emergency I am supposed to call the Assistance Centre. What if I don't get a chance to do that - will I still be covered?

We ask you to call our Assistance Centre at 1-877-331-3134 or 1-519-251-7401 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 1-877-331-3134 or 1-519-251-7401, 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 1-877-331-3134 or 1-519-251-7401 has been notified.

Immediate access to the Assistance Centre is also available through its TravelAid mobile app. To download the app, visit: http://Active-care.ca/TravelAid.

Hospital and medical bills can easily run into thousands of dollars. Would I need to pay up front if I had an accident while travelling?

As outlined in our insurance policies, it is essential that you contact our Assistance Centre at 1-877-331-3134 or 1-519-251-7401 prior to receiving medical treatment. The Assistance Centre at 1-877-331-3134 or 1-519-251-7401 has existing relationships with medical providers all over the world, to ensure emergency situations are handled as smoothly as possible. Our Assistance Centre at 1-877-331-3134 or 1-519-251-7401 will communicate with your medical provider, arrange direct billing where possible and coordinate payment of the emergency service received.

What is the maximum number of coverage days under this policy?

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

What is covered when I travel outside Canada?

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.

Can I go home to my country of origin during any school breaks?

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 1-877-331-3134 or 1-519-251-7401. 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.

Can I get an income tax receipt for the premium paid on this policy?

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

CoverMe Health And Dental Insurance

What does my government plan cover?

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

  • Prescription drugs
  • Dental checkups 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.

Is medical travel insurance necessary when travelling within Canada?

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

Why do I need health insurance if I'm healthy?

No one likes to think about the possibility of becoming ill. Unfortunately, if an accident or illness were to happen, medication, treatment, and other expenses could cost you and your family considerably. Even treatment for common illnesses, like medication for back pain or therapy for a sprain, can be costly.

Supplemental health insurance provides peace-of-mind in the event that an accident or an illness may occur. You may want to view some recent statistics on the frequency of serious illness among Canadians.

I have other financial priorities. Why do I need supplemental health insurance?

Every year, you could pay thousands in unexpected medical and dental expenses if you don't have a health plan.

You could be especially vulnerable in the event you suffer a serious illness or injury. Or you could use up your savings on private care, because your government health insurance plan, unfortunately, offers only limited coverage for home nursing care and in-home assistance.

For only 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, your supplemental health insurance could literally pay for itself.

Do I really need supplemental health insurance when I'd only make a few claims a year?

Although the dental, drug and vision components of a health plan are typically the used benefits, the long term value lies in the comfort of knowing you don't have to worry about the uncertainties of relying entirely on our government health system.

CoverMe Critical Illness Insurance

Who should purchase the CoverMe™ Critical Illness Insurance plan?

The CoverMe Critical Illness insurance plan was designed for healthy individuals between the ages of 18 and 65 years, who want a basic amount of affordable critical illness coverage that can be obtained quickly, easily and without completing a medical questionnaire.

In the CoverMe™ Critical Illness Health Declaration, what is meant by "signs and/or symptoms"?

"Signs and/or symptoms" mean any indication that a named condition may exist. For example, presence of an undiagnosed breast lump, chronic cough, blood in urine, unexplained weight loss, chest pain, shortness of breath, difficulty speaking, numbness, paralysis, severe headache, sudden onset of blurred vision, etc. would be considered signs or symptoms. It is impossible to list all possible signs and symptoms. Basically,if you have had any unusual signs or symptoms that have not yet been diagnosed by a doctor or have been diagnosed as a condition named in the Health Declaration, you are not eligible for CoverMe Critical Illness Insurance coverage.

In the CoverMe Critical Illness Health Declaration, what is meant by "medical consultations"?

"Medical consultations" mean visits to a doctor or medical practitioner prompted by signs or symptoms related to the conditions named in the Health Declaration. Medical consultations do not include routine check-ups that have not been prompted by these symptoms.

In the CoverMe Critical Illness Health Declaration, what is meant by "tests"?

The CoverMe Critical Illness Health Declaration refers specifically to "abnormal tests". Abnormal tests are tests that have a "positive" result or require further testing, investigation or consultation. Examples would include:a positive ECG, a positive stress test, a positive chest x-ray, an elevated PSA test, a positive mammogram, an elevated blood sugar test, a positive colonoscopy, etc. Tests in this case, do not include those with "negative" or normal results that do not require further investigation, run either for diagnostic or routine purposes.

What is meant by "signs and/or symptoms" of heart disease?

"Signs and/or symptoms" of heart disease may include (but are not limited to) chest pain, chest discomfort possibly radiating to arms, neck or jaw,irregular heart rate, shortness of breath, cold sweats, nausea or lightheadedness. However, these symptoms could be caused by conditions other than heart disease.

Am I eligible for CoverMe Critical Illness Insurance coverage if I have had a history of high blood pressure?

Yes. However, if you have had an abnormal ECG or been diagnosed with or experienced symptoms of coronary artery disease, heart attack, stroke, TIA or heart surgery, you are unfortunately not eligible for CoverMe Critical Illness coverage.

Am I eligible for CoverMe Critical Illness Insurance coverage if I have a history of elevated cholesterol or triglycerides?

Yes. However, if you have had an abnormal ECG or been diagnosed with or experienced symptoms of coronary artery disease, heart attack, stroke, TIA or heart surgery, you are unfortunately not eligible for CoverMe Critical Illness coverage.