Manulife Financial
How do I contact the insurance company?
1-866-407-7878, Monday to Friday, from 8:00 a.m. to 8:00 p.m. EST
What are the hours of adjudication?
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.
Once an Acknowledgement is generated, what is the time frame for receiving a response?
Manulife treats the Acknowledgement in five to seven working days. Payment for Acknowledgements is made to the patient.
Payment: How will payment be handled for claims submitted using eClaims? Would it be possible to set up a direct deposit option for payments?
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.
Coordination of benefits: Is coordination of benefits possible in cases where the patient has both primary and secondary coverage with the same insurer?
No.
Can claims for the same service be submitted twice in the same day (e.g. for the same service on two different body parts, or for the same service provided in the morning and in the evening of the same day)?
No. The member should submit both claims manually to avoid any delays in processing.
What expense types can be submitted electronically, and which specialized healthcare provider roles does the system support?
Expenses can be submitted electronically for all health care provider roles that TELUS Health currently supports.
Can I void a Manulife claim?
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.