Claims are adjudicated Monday to Friday 5:30 a.m. to 12:30 a.m. ET, Saturdays 5:30 a.m. to 8:00 p.m. ET, and Sundays 8:00 a.m. to 10:00 p.m. ET.
Manulife treats the Acknowledgement in five to seven working days. Payment for Acknowledgements is made to the patient.
Payments to providers will be issued daily via direct deposit only. No cheques will be issued. Payments made via direct deposit are forwarded to your financial institution within one business day of your claim being paid (claim is paid on business day following day of submission). Your financial institution determines when the payment is deposited to your account. Real-time statements are issued at the time of claims submission. Please ensure you print or save transaction responses at time of submission to facilitate reconciliation when payment is deposited to your account.
Manulife’s solution is completely electronic – no paper cheques or statements will be issued. If you want to receive payment from Manulife, you must sign up for direct deposit with TELUS Health so that payments can be deposited directly to your bank account. If you have yet to provide your banking information to TELUS Health, you will still be able to submit claims to Manulife. You will receive a message that payment will go directly to the plan member and you should collect the full amount from your patient.
No. The member should submit both claims manually to avoid any delays in processing.
Expenses can be submitted electronically for all health care provider roles that TELUS Health currently supports, except physiotherapy technologists, podiatrists, psychologists, dietitians, speech language pathologists, chiropodists, occupational therapists, and social workers.
If you submitted a claim to Manulife and received an explanation of benefits (claim accepted) response, you can void the claim on the same day it was submitted. If you received an acknowledgement (claim pending) response, you will not be able to void the claim in eClaims. We recommend that you contact Manulife directly if you need to do this.