Human Resources

Human Resources

Human Resources

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Manulife Implementation

The University’s Benefits Plan has moved to Manulife

What you need to do to prepare for the change:

Dates and deadlines

To do

More details

July 1
Welcome to Manulife
Starting on July 1, 2020,  you will be able to start using your Manulife benefits card. All claims history balances will be transferred from Canada Life to Manulife.  In addition, Manulife will honour any pre-determination (estimates) providing that it was processed on or after January 1, 2020 and is submitted to Manulife on or before December 31, 2020.
July 1 onwards
Manage all your benefits directly with Manulife
Starting on July 1, 2020, you will be able to manage your benefits coverage and start submitting claims to Manulife for claims incurred on or after July 1, 2020 through the Manulife website.  Manulife will also be the “go-to” for addressing all of your benefit related questions.
Before September 1
Verify student status for any overage dependent
Ensure benefit coverage is maintained for overage dependents (ages 21 to 24) beyond September 1 by providing Manulife with proof of student status.
Before September 30
Submit claims incurred before July 1 by mail to Canada Life

You have until September 30, 2020, to submit paper claims to Canada Life for reimbursement for claims that occurred before July 1, 2020.  As the university is changing benefits providers (moving from Canada Life to Manulife), there can be no exceptions made if you do not submit any outstanding claims postmarked by September 30, 2020.

Health and Dental claim forms can be found under the Group Claim forms page on the Canada Life website.

October 1
Generic Drug Substitution
A 3-month transition period will occur (July 1 – September 30) for introduction of generic drug substitution. The necessary Brand Name Drug Form should be sent to Manulife prior to September 30. Starting October 1, prescriptions will be reimbursed up to the generic cost of any multisource drugs.

Information Sessions

Join Manulife for one of the scheduled information sessions to learn more about the transition to Manulife. During these sessions you will learn what moving to Manulife means for you, what tools are available to you to help you manage your benefits and who to contact when you have questions. Sessions are one hour in length and will take place on:

Manulife Validation Window – Employee Information Session

Led by a representative from Manulife, a high level overview of the changes to the benefits plan. You will learn about online tools that you can use to help you manage your benefits, including how to verify your current benefits coverage and how to select coverage for new optional benefits. Any questions? Call the Manulife Customer Care Centre at 1-800-268-6195, Monday to Friday from 8 a.m. until 8 p.m.

The Background

In October 2019, Human Resources announced that after a competitive request for proposals process, Manulife was chosen as the new provider for the university and that the benefits plan would transition to the new provider in Spring 2020.  We can now confirm that benefits will move to Manulife effective July 1, 2020.

What’s changing as part of the move to Manulife?

New benefits website and mobile app:

Through Manulife’s plan member website and the Manulife Mobile app, you will be able to manage your benefits conveniently online including:​

  • Submitting claims electronically​
  • Checking the status of your claims​
  • Viewing plan details

New benefits card:

As part of the move to Manulife, the plan now includes a pay direct drug card. Manulife will send a benefits card to your home address at the end of June.  You can present this card at the pharmacy when picking up your prescriptions.  As part of the move to Manulife, you no longer have to pay for the prescription first then submit the receipt for reimbursement.  This card also displays your important plan identification numbers and emergency out-of-country travel contact information.  An electronic version of your card is also available online and in the Manulife mobile app.

New plan contract number: 120156

This is the policy number that identifies you as a member of the Queen’s benefits plan. You will need it when calling Manulife customer service or submitting a claim. It appears right on the front of your new benefits card that was mailed to your home address in June.

Plan enhancements:

There are some exciting additions to the plan including the new pay direct drug card and new optional benefits.

For More Information