Human Resources

Benefits FAQ & Glossary


Looking to better understand some of the words and terms used in benefit coverage. See our Glossary for help.

Frequently Asked Questions about Benefits

What is the phone number for our Extended Health and Dental benefits carrier?

The toll free telephone number for Manulife Financial, our Extended Health and Dental benefits carrier, is 1-866-UWO-8515 or 1-866-896-8515.

Where should I send my completed forms?

You will need to submit your completed forms to the following address:

Manulife Financial Group Benefits
Health Claims
PO BOX 1653
Waterloo, ON N2J 4W1

What types of claims can be submitted online?

You can submit the following types of claims online:  Vision Care, Dental and Paramedical practitioner.

What types of claims cannot be submitted online?

You cannot submit Prescription Drug claims online.  You should use your Prescription Drug card at the pharmacy for your expenses.

Can I submit claims for my spouse and eligible dependent children online?

Yes, you can submit claims for yourself, your spouse and your eligible dependent children.

When can I expect payment to be issued when I submit a claim online?

The turn around time is the same as a paper claim, approximately 5 business days, because it follows the same adjudication process as a paper claim.  You will receive an e-mail notification when your claim has been processed.

Can I coordinate benefits using the Online Claims Submission process?

Yes, you will be able to coordinate benefits using the Online Claims Submission process if your spouse has coverage with a Manulife Group Benefits plan.

Can I request that the balance of my claim be paid from my Health Care Spending Account using the Online Claims Submission process?

Yes, you will be able to answer  “Yes” to the prompt, “Use your Health Care Spending Account to reimburse any unpaid portion of your claim?”.

Note: If you also have coverage under your spouse’s plan, before submitting for reimbursement from your Health Care Spending Account (HCSA), you may find it to your benefit to first submit to your spouse’s plan. Then, if there are still residual expenses not paid for by your spouse’s plan - you may request reimbursement through your Health Care Spending Account.

What are the benefits of submitting a claim online?

The benefits of submitting a claim online are:

How do I obtain additional Wallet Cards for my overage student dependents or replacement cards?

You may print additional or replacement cards from the Plan Member Secure Site or by calling the Manulife Customer Service at 1-866-896-8515.

Do I have out-of-country emergency medical coverage while traveling?

Yes, you do have out-of-country emergency medical coverage. On the reverse side of the Extended Health and Dental identification card provided by the benefits carrier, it lists telephone numbers to contact at the time of the emergency, depending on where you are in the world. For more details on this coverage, please refer to the applicable group benefit plans booklet.

If I leave Western University, when will my benefits coverage cease?

Your coverage will cease at the end of the month in which you terminate your employment.

For example, if you terminated June 5th, your coverage would continue until June 30th.

Will I be able to see old claims on the website?

The only claims available for view on the new secure website will be those submitted after April 1, 2012. If you were registered on the old Manulife self-service website, you will continue to have access to that site to review the status of past claims.

If I was registered and used the old Manulife site do I have to re-register on the new site?

If you were already registered on the old Manulife site, simply log into the new site after April 1, 2012, being sure to use the new Plan Contract Number - 87220. Provide your email on the site to receive electronic notifications of claims processing. If you have already registered for direct deposit of claims, that information will be transferred to the new site.

What is the group policy number for my benefits with Manulife Financial?

The group policy number is 87220.

If I have questions concerning a benefit claim, who should I contact?

You can call Manulife directly at 1-866-896-8515 or by logging into the Plan Member secure site and use the 'send a note' feature. Manulife will respond to you within two business days.

Where can I see a summary of my Western benefits I am enrolled in?

To view a summary of your health, life insurance, pension plans and dependent/beneficiary(ies) information - Login to My Human Resources and click on Benefits.