FAQs - Health insurance

Health questions


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.


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.

Submit your claim online:

  • Within 12 months of the date you were charged
  • 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

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
  • 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
  • Extended health claim form – for all covered expenses except dental expenses
  • 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
  • Extended health claim form – for all covered expenses except dental expenses

For FlexCare Customers
If you're in Canada or the United States, call our Assistance Centre at 1-800-805-1008. Outside of Canada or the United States, call collect at 1-519-251-7298.

For Follow Me Customers
If you're in Canada or the United States, call our Assistance Centre at 1-855-857-5919. Outside of Canada or the United States, call collect at 1-519-251-1570.


Call 1-800-268-3763 and we will tell you what documentation we need. You can also write to us:

Manulife Affinity Markets, Life and Living Benefits Claims Unit
PO Box 670, Stn. Waterloo, Waterloo ON N2J 4C6


Call 1-800-268-3763 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

Your attending physician must authorize services from a Psychologist or Speech Pathologist/Therapist before we can consider your claim.


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.


Before you arrange for prosthetic appliances, durable medical equipment, hearing aids, orthotics or surgical stockings, ask for a cost estimate and send it to us. We will let you know how much we will pay. Keep in mind that most government health insurance plans also contribute towards these costs.

When you submit your claim, you must include:

  • Original receipt
  • Copy of government health insurance plan contribution statement (including the portion paid)
  • Written prescription/functional assessment from a certified plan authorizer

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

Every province and territory has a different health insurance plan – check your health ministry's website for details – but most may not cover:

  • Prescription drugs
  • Dental checkups and treatment
  • Vision care
  • Semi-private or private hospital rooms
  • Registered specialists and therapists such as Acupuncturists, Chiropodists, Chiropractors, Naturopaths, Osteopaths , Physiotherapists, Podiatrists, Psychologists/Psychotherapists, Registered Massage Therapists, Speech Pathologists/Therapists
  • Health-related products such as orthotics, hearing aids, prosthetics and medical equipment
  • Health-related services such as ambulance, homecare and nursing, medical coordination and second medical opinions
  • Emergency medical care for travellers

All our plans have a 30-day money-back guarantee. If you are not completely satisfied, return your policy by mail to Manulife within 30 days of the issue date. We will cancel your coverage and refund any premiums you paid.


You can change your address, phone number or email:


You can change how you pay:


Without health and dental coverage, routine and unexpected health and dental expenses can be very expensive. If you have a serious illness or injury, you can be especially vulnerable because government health insurance plans offer limited coverage for expenses such as homecare and nursing. Health and dental coverage is an affordable way to protect your savings – and if you're self-employed or an employee of your own business the tax deduction you get makes it even easier for your plan to pay for itself.


You can obtain your previous year's Health & Dental premium (tax) receipt by going online to edocs.memberhealthplan.com. Receipts for 2018 will be available on February 7, 2019. To access your receipt you will need your plan and identification number found on your benefit card. If you have previously registered online, please sign in using your email address and password to obtain your receipt. If you have any questions or need assistance on this process, please contact 1-800-268-3763 Monday through Friday anytime between 8:00 AM to 8:00 PM EST.


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


When our Assistance Centre is contacted because an insured is being treated for a medical emergency, a confirmation that the patient purchased insurance coverage is sent to the medical provider.

The Assistance Centre 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.  

There may be some medical providers who will require a small deposit or assurance that they will be paid. In almost all cases, once the Assistance Centre is contacted and actively managing the case, the providers will directly bill Manulife, and in almost all case you will not see a bill.  

In the unusual event that a foreign hospital requires the patient to make a deposit or, in rare situations, pay the hospital directly, Manulife will promptly reimburse these expenses to the insured once we ensure that the terms and conditions of the policy have been met and all the claim documentation is received.

It is so important to call our Assistance Centre at 1-855-857-5919 or 1-519-251-1570 before you get emergency medical treatment.


Our health and dental plans that offer guaranteed acceptance, including the Flexcare® ComboPlusᵀᴹ Starter Plan and all four FollowMeᵀᴹ plans for people whose group benefits are ending, cover eligible pre-existing conditions and eligible current medications. Our other health and dental plans only cover new medications. Refer to your policy for more details. 


Your coverage generally starts on the 1st of the following month for health and dental plans that offer guaranteed acceptance, and the 1st of the month after your plan is approved for health and dental plans that require a medical questionnaire. However, if you buy a Flexcare plan within the first 7 days of the month or a FollowMe plan within the first 15 days of the month, you can choose to start your coverage on the 1st of the current month. As soon as your coverage starts, you have access to most of the benefits in your plan, with the exception of some dental benefits that have a waiting period.


We ask you to pay your first two months of premiums when you buy your policy. After that, your premiums are due on the first business day of the month.


Call 1-877-268-3763 with the Drug Identification Number (DIN) and we will tell you if your plan covers your medication. You can generally find the DIN on the medication bottle or box; it is usually 6 digits long. If you can't find the DIN, check the Health Canada website or ask your pharmacy or doctor for this information.


Your application is approved right away if you applied for a health and dental plan that offers guaranteed acceptance and we received your initial two months premium. For health and dental plans that require a medical questionnaire, the approval process may take a few weeks.


Two of our Flexcare® plans – ComboPlusᵀᴹ Enhanced and DrugPlusᵀᴹ Enhanced – cover fertility drugs and birth control drugs, subject to pre-existing condition exclusions.


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.


Two of our Flexcare® plans – ComboPlusᵀᴹ Enhanced and DrugPlusᵀᴹ Enhanced – cover brand-name medications. For all other health and dental plans, call 1-877-268-3763 and we'll send you the form. Ask your doctor to fill it out, explaining why you need the brand-name medication. Submit this form to us and, if we approve your request, we will cover the brand-name medication, but only up to the cost of the generic form of that medication.


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.


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.


We can help with that!

Reset password


We can help with that!

Reset password


We can help with that!

Reset password


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: 1-800-268-3763
Monday to Friday, 8am to 8pm, Eastern Time


It's easy. Simply click Register and follow the steps.


Our medical marijuana program is available under Flexcare plans 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
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Critical illness questions


You can change your address, phone number or email:


You can change your address, phone number or email:


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


In the Critical Illness Insurance Health Declaration, "signs and/or symptoms" means 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

If you have had any unusual signs or symptoms that have not yet been diagnosed by a doctor or if you have been diagnosed with a condition named in the Health Declaration, you are not eligible for Critical Illness Insurance coverage.


In the Critical Illness Insurance Health Declaration, "signs and/or symptoms" of heart disease means any indication that heart disease may exist – for example:

  • Chest pain
  • Chest discomfort possibly radiating to arms, neck or jaw
  • Irregular heart rate
  • Shortness of breath
  • Cold sweats
  • Nausea
  • Lightheadedness

However, these signs or symptoms could be caused by conditions other than heart disease.


In the Critical Illness Insurance Health Declaration, "medical consultations" means 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 were not prompted by these signs or symptoms.


In the Critical Illness Insurance Health Declaration, "abnormal tests" means tests that have a "positive" result or require further testing, investigation or consultation – for example:

  • Positive ECG
  • Positive stress test
  • Positive chest x-ray
  • Elevated PSA test
  • Positive mammogram
  • Elevated blood sugar test
  • Positive colonoscopy

They do not include tests with "negative" or normal results that do not require further investigation, run for either diagnostic or routine purposes.


You may still be eligible. However, you are not eligible 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 may still be eligible. However, you are not eligible 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.


“Signs or symptoms” means any indication that a serious illness or underlying condition may exist. Once you have had any “signs or symptoms” related to the named disorders even if these “signs or symptoms” have not yet been diagnosed by a doctor, or if you have a condition stated in the health declaration, you are not eligible for Critical Illness Insurance.


A pre-existing condition is an illness or condition for which an individual showed indications of “signs or symptoms,” was prescribed or took medication, was diagnosed, treated, or hospitalized, during the 24 months immediately prior to the policy’s coverage effective date.


No, Critical Illness Insurance provides coverage for life-threatening cancer only.


No, to be considered a non-smoker and qualify for lower rates, you must be able to declare that within the last 12 months, you have not used any tobacco, tobacco cessation products or marijuana.


You can write to Manulife and request a cancellation at any time. If you request cancellation within 30 days of receiving the policy, a full refund will be provided.

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