Human Resources

Important news about your Western/Manulife health & dental benefit plans

Manulife Financial, the company that administers your health and dental care benefit plans on behalf of Western, is making some changes that will affect you. Here’s what you need to know.

Questions and Answers

Why the changes?

Manulife is upgrading from an old platform to a new, more functional system that will allow the company to serve Western better. The system tracks your eligibility for coverage and the claims you make. The change to the new platform requires a new policy number - 87220.

What do I have to do?

Begin using your new card April 1, 2012 and destroy your old card.  You should also contact your dentist and pharmacist to inform them of the new contract number - 87220.  After April 1, if they submit a claim on your behalf using the old number, processing of the claim will be delayed. You will also use the new information on your card to submit claims and to log onto the Manulife self-service website.

What is the Manulife self-service website?

It is a secure website for members of the Manulife plans. Many members of the Western community are already using the older Manulife self-service website. If you register, you can use the site to review details of coverage and check the status of your claims. You can also use the website to register for direct deposit banking so reimbursement for claims goes directly into your bank account. This means faster payments.

Will there be changes to the Manulife self-service site?

Yes – it will be better! Those who have used the website in the past will find the new site more user-friendly and informative.

Enhancements to the Manulife self-service website include:

What if I have never used the self-service website?

Now is a great time to learn how to take advantage of all the benefits the self-service website has to offer. You will receive your activation instructions within a week of April 1, 2012.  Follow the steps outlined in the instructions to register on the site.

Be sure to provide your email address on the site so you can receive electronic notification when your claims are ready for review. Also be sure to register for direct deposit payments to your bank account to receive reimbursements much faster.

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.

Is there a link to the Manulife website from the Western website?

Go to Western Human Resources homepage. In the top right hand corner you will see the word Login – choose Manulife Secure Site.  Remember, you won’t have access to the new self-service website until April 1.

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.

Where do I obtain claim forms?

New claims forms will be used after April 1, 2012.  When you log into the Manulife website, you will see the forms that are the right ones for you. The new forms will be pre-filled with the new Plan Contract Number and Plan Sponsor Name every time you need a form. The forms will also be available through Human Resources and our website.

What’s next?

We are updating our HR website and adding links to the new claim forms. Stay tuned … more details to follow.

Still have questions? Please call Manulife Financial directly at 1-866-896-8515 or use the ‘Send a Note’ function when you log into the new site. You may also call Western Human Resources at 519-661-2194 or email