Insurance Company Contact & Claim Information

Contact Information for Insurance Companies

Manulife Financial (Extended Health Care and Dental Care Benefits)

Policy # 29835                                                                                                     
For questions regarding claims for Extended Health and Dental Benefits, please contact Customer Service:

1-800-268-6195

Manulife Member Site

Emergency Travel Assistance

World Access Plan # 9081

Canada/US

1-800-265-9977

Mexico

00-1-800-514-3702

Dominican Republic

1-888-751-4403

International Toll Free for participating countries

Country Code + 800-9221-9221

Other countries

use operator to call collect

519-741-8450

The Co-operators (Life, ADD&D and Disability Insurance)

Policy # G6647

Cooperators Site

Please contact ELCIC Group Services if you need to make a claim under benefits provided by Cooperators.

How to Submit a Claim to Manulife

General Submission and Deadline Information

Prescription drug

Present your Manulife Financial Card at the Pharmacy and no further claim submission should be required. If you intend to coordinate your claim with your spouse’s plan a form may be required (see the coordination of benefits section).

Deadline:  Claims must be submitted within 12 months after the date the expense was incurred.

Vision care, professional services, medical services, supplies, and prescription drug claims where the card was not used

Online Claims

Manulife claims for professional services or vision can be made online. You must be registered on the Manulife website. Once you have logged on to the Manulife member website, follow the steps under ‘submit a claim’.

Manulife now accepts all health and dental claims through the convenient online claims submission process.  If a service is not specifically listed, you can select the ‘All Other Medical Services Not Listed’ option to submit items such as orthotics, medical equipment, etc

Provider eClaims

Manulife is set up to allow many health care providers to submit claims directly from their office.  Here is more information on Provider eClaims

Paper Claims

Extended Health Care claim forms are available on Manulife website.

Provide your Group Policy Number and your Certificate Number (found on your Group Benefit Card) to avoid any unnecessary delays in the processing of your claim. All applicable receipts must be attached to the completed claim form.

Deadline: Claims must be submitted within 12 months after the date the expense was incurred.

Out of province claim for Physician or hospital expenses

Use the Out-of-Province / Out-of-Canada claim form, available on Manulife website.

Always call the toll free number first for instructions. Claims for Out-of-Canada expenses must first be submitted to the Provincial Plan for payment. Any outstanding balance should be submitted to Manulife along with the explanation of payment from the Provincial Plan.

Deadline: Claims must be submitted within 12 months after the date the expense was incurred.

Dental Claims

Most Dentists submit directly to the insurer and usually just require a signature on the form they have prepared.  If your dentist does not, there is a form on the Manulife website

Deadline: Claims must be submitted within 12 months after the date the expense was incurred.

Submission deadline after termination

Upon termination of your health or dental insurance, all claims must be submitted no later than 90 days from the termination date.

Health and Dental Claim Payments

On Line Claims

If you made your claim on line you should receive your payment by direct deposit within 5 days (much faster than a paper claim!).  You will receive an e-mail once your claim is paid.

Paper Claims

If you complete a paper health or dental claim and send by post, you should receive settlement within three weeks from the date of submission. Your cheque will be attached to your claim statement; simply tear along the perforated line and endorse the back of the cheque. You can then deposit it or cash it at any chartered bank or trust company.

Claim Statement

Once your claim has been processed, Manulife Financial will send a Claim Statement to you. The top portion of this form outlines the claim or claims made, the amount subtracted to satisfy Deductibles, and the coinsurance used to determine the final payment to be made to you. The bottom portion of the form is your claims payment, if applicable.

Coordination of Benefits

If you or your Dependents are insured for similar benefits under another Plan, Manulife Financial will take this into account when determining the amount of expenses payable under this Program. This process is known as Co-ordination of Benefits. It allows for reimbursement of insured medical and dental expenses from all Plans, up to a total of 100% of the actual expense incurred.

For the purposes of this section, Plan means:

  • other group benefit programs;
  • any other arrangement of coverage for individuals in a group;
  • and individual travel insurance plans.

Plan does not include school insurance or Provincial Plans.

Order of Benefit Payment

A variety of circumstances will affect which Plan is considered as the “Primary Carrier” (i.e., responsible for making the initial payment toward the eligible expense) and which Plan is considered as the “Secondary Carrier” (i.e., responsible for making the payment to cover the remaining eligible expense).

If the other Plan does not provide for Co-ordination of Benefits, it will be considered as the Primary Carrier, and will be responsible for making the initial payment toward the eligible expense.

If the other Plan does provide for Co-ordination of Benefits, the following rules are applied to determine which Plan is the Primary Carrier.

For Claims Incurred by You or Your Dependent Spouse

The Plan insuring you or your Dependent Spouse as an employee/member pays benefits before the Plan insuring you or your Spouse as a Dependent.

In situations where you or your Dependent Spouse has coverage as an employee/member under more than one Plan, the order of benefit payment will be determined as follows:

  • the Plan where the person is covered as an active full-time employee;
  • then The Plan where the person is covered as an active part-time employee;
  • then The Plan where the person is covered as a retiree.

For Claims Incurred by Your Dependent Child

The Plan covering the parent whose birthday (month/day) is earlier in the calendar year pays benefits first. If both parents have the same birth date, the Plan covering the parent whose first name begins with the earlier letter in the alphabet pays first.

However, if you and your Spouse are separated or divorced, the following order applies:

  • the Plan of the parent with custody of the child;
  • then The Plan of the Spouse of the parent with custody of the child (i.e., if the parent with custody of the child remarries or has a common-law Spouse, the new Spouse’s Plan will pay benefits for the Dependent Child);
  • then The Plan of the parent not having custody of the child;
  • then The Plan of the Spouse of the parent not having custody of the child (i.e., if the parent without custody of the child remarries or has a common-law Spouse, the new Spouse’s Plan will pay benefits for the Dependent Child).

Where you and your Spouse share joint custody of the child, the Plan covering the parent whose birthday (month/day) is earlier in the calendar year pays benefits first. If both parents have the same birth date, the Plan covering the parent whose first name begins with the earlier letter in the alphabet pays first.

Additional Rules

A claim for accidental injury to natural teeth will be determined under Extended Health Care Plans with accidental dental coverage before it is considered under Dental Plans.

If the order of benefit payment cannot be determined from the above, the benefits payable under each Plan will be in proportion to the amount that would have been payable if Co-ordination of Benefits did not exist.

If the insured person is also covered under an individual travel insurance plan, benefits will be co-coordinated in accordance with the guidelines provided by the Canadian Life and Health Insurance Association.

Submitting a Claim When Co-ordination of Benefits Applies

When submitting such a claim, refer to the following guidelines:

  • As per the Order of Benefit Payment section, determine which Plan is the Primary Carrier and which is the Secondary Carrier.
  • Submit all necessary claim forms and original receipts to the Primary Carrier.
  • Keep a photocopy of each receipt or ask the Primary Carrier to return the original receipts to you once your claim has been settled.
  • Once the Primary Carrier has settled your claim, you will receive a statement outlining how your claim has been handled. Submit this statement along with all necessary claim forms and receipts to the Secondary Carrier for further consideration of payment, if applicable.

Manulife Mobile App

Fresh, intuitive design allows you to conveniently access your Manulife Benefits Plan.

Here’s a list of how you can use the mobile app:
  • submit your claims
  • review recent claims and payment information
  • find health care providers in your area with directions on how to get there
  • search My Drug Plan for a drug and find the lowest cost alternative
  • pharmacy saving search (find places to get your prescriptions for less)

Plan members using iOS and AndroidTM devices can now access the extended health and dental plan information using Manulife Mobile without having to enter sign-in credentials. By simply using your fingerprint to identify yourself as a plan member, you can start managing your account. Manulife has also launched facial recognition for iPhoneX.

Download the app from  Google Play or Apple app store. There are several Manulife Apps. Search Manulife and select the “Group Benefits Mobile”.

Submitting Claims to Co-operators Life

Please contact ELCIC Group Services Inc. for forms for any claims for:

  • Life Insurance
  • Accidental Death, Disease and Dismemberment
  • Disability

Please see each of these sections for deadlines and other information regarding making a claim.