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’t be submitted online?
You can submit the following types of claims online: Vision Care, Dental and Paramedical practitioner.
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.
What types of claims can I not submit online?
You cannot submit Prescription Drug claims online. You should use your Prescription Drug card at the pharmacy for your expenses.
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 you claim?”.
What are the benefits of submitting a claim online?
The benefits of submitting a claim online are:
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No paper form to find and fill out
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No mailing time for the claim to arrive at Manulife Financial
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No receipt is required with the claim, unless requested to as part of an audit
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No mailing time for the payment cheque to arrive, since the payment is deposited directly to the member’s bank account
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.
What happens if I send a claim form to the old claims address?
Manulife will reroute your claim to the appropriate address.
What if my dentist or pharmacist submits a claim electronically using my old plan contract number after April 1, 2012?
The claim will be declined and the dentist or pharmacist will be advised that coverage was terminated. It is very important for plan members to update all of their service providers with their new plan information before they submit any claims after April 1, 2012. If the dentist or pharmacist is unable to resubmit your claim using the new contract number
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.
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