Affected by wildfires? We’re here to help

The wildfires in British Columbia are affecting many customers. We’re doing the right thing by supporting them through these difficult times.

If you’ve been directly affected by the wildfires, the following FAQ (frequently asked questions) outlines our available financial relief options – and how you can access them, as well as the measures we’ve put in place to help ensure you receive uninterrupted coverage and service.


FAQ

Banking

Can I defer my mortgage payments? 
Financial relief is available for our mortgage customers. Call us at 1-877-765-2265 to discuss your mortgage-payment deferral options.

Is financial relief available for ManulifeMONEY+™ Visa* credit card customers?
Financial relief is available for our credit card customers. Call us at 1-844-323-7053 to discuss your financial relief options.


Group Benefits

I’m on disability insurance and normally receive my benefit cheque through Canada Post mail delivery, but I’ve had to evacuate my home. How can I get my cheque now?
No problem – we can either: 

  • Directly deposit the payment into your bank account. You can call us at 1-877-481-9169 to set this up; or
  • Send a new cheque to your temporary address. Call us at 1-877-481-9169 and we’ll take care of this for you.

I evacuated my home before I received my latest disability cheque. Is there a way I can still get that money?
Yes, we can put a stop payment on the cheque and send you the money by either:

  • Directly depositing the payment into your bank account. You can call us at 1-877-481-9169 to set this up; or
  • Sending a new cheque to either your current address or a temporary address. Call us at 1-877-481-9169 and we’ll take care of this for you.

I evacuated my home without my prescription medication. Can I replace my lost medication?
Yes, we’ll allow replacement medications and early refills to ensure your claims for eligible prescriptions are processed.

I’ve evacuated my home and now I’m running out of my medication. Unfortunately, I don't have a copy of my prescription and I can't get to my pharmacy. How can I get my refill?
No problem -- we’ll work with a pharmacy of your choice to ensure your claims for eligible prescriptions are processed.

Do you need any type of proof in order to approve the replacement or early refill of my prescription medication(s) and/or medical equipment?
No proof is required. If you’re submitting a claim form, we only need a description of the medication and/or medical equipment and a note indicating that it’s been lost in the fire.

I need to make a claim, but I don’t have my benefits card -- and I can’t remember my plan and ID number. What do I do?
Please call us at 1-800-268-6195. After we verify your identity, we’ll provide your plan and ID number.

I lost my receipts in the fire. How can I get reimbursed for my claims?
We’ll work with your provider(s) to reconstruct lost claims, secure receipts, etc. If the provider has also been affected by the fires, call us at 1-800-268-6195 to find a solution.

My reimbursement cheque was lost in the fire. Can I get a new cheque?
Let us know by calling 1-800-268-6195. We’ll cancel your cheque and reissue a new one to either the address we have on file or a temporary address you provide. Or, if your plan allows you to register for direct deposit, we can deposit your reimbursement directly into your bank account. Call us at 1-800-268-6195 to set this up.

I had to leave my home. How can I get my reimbursement cheques?
Call us at 1-800-268-6195 to provide your temporary address so we can send your cheques there. Or, if your plan allows you to register for direct deposit, we can deposit your reimbursement directly into your bank account. Call us at 1-800-268-6195 to set this up.

I need medical services, medical equipment and/or supplies, but I can’t get a referral from my doctor right now. What do I do?
Call us at 1-800-268-6195 to find a solution that works for you.

Will my replacement prescription medications and/or equipment be covered if I’ve already reached my coverage maximum?
Yes, we’ll replace your eligible medications and/or equipment that was lost in the fire even if you’ve reached your coverage maximum.


Investments/Annuities

I evacuated my home before I received my latest annuity payment/cheque. How do I get that money?
We can put a stop payment on the cheque and send the money to you by either: 

  • Directly depositing the payment into your bank account.
  • Sending a new cheque to either your current address or a temporary address.

To set up either process, call us: 
- Manulife investment annuity members: 1-888-790-4387
- Manulife group annuity members: # 1-888-371-5999
- VIP Room members: # 1-800-242-1704 ext. 305524

I evacuated my home and lost my latest annuity cheque. How do I get that money?
We can put a stop payment on the cheque and send the money to you by either:

  • Directly depositing the payment into your bank account.
  • Sending a new cheque to either your current address or a temporary address. 

To set up either process, call us: 
- Manulife investment annuity members: 1-888-790-4387
- Manulife group annuity members: # 1-888-371-5999
- VIP Room members: # 1-800-242-1704 ext. 305524


Retirement savings

How do I withdraw money from my Manulife group retirement savings plan? 
If your group retirement savings plan allows withdrawals, you can call us to request one. Or, you can make a request online through manulife.ca/GRO. If approved, we can send the money to you by either:

  • Directly depositing the payment into your bank account.
  • Sending a new cheque to either your current address or a temporary address.

To set up either of these processes – or to find out if your plan allows withdrawals, call us: 
- Manulife members: 1-888-727-7766
- VIP Room members: 1-800-242-1704

I need information on my group retirement savings plan, but I don’t have any of my account statements. What do I do?
Give us a call:

  • Manulife members: 1-888-727-7766
  • VIP Room members: 1-800-242-1704

We’ll verify you as a group retirement savings plan member and provide the information you need.


Individual insurance

Can I defer my life insurance premium payments?
Yes – you can defer your premium payments for up to 3 months. If your policy has lapsed as a result of the fires, we will reinstate within 3 months of the lapse without evidence of insurability. . To request a premium deferral, call us at 1‑888‑626‑8543.

Can I defer my health and dental insurance premiums?
Yes – you can defer your premium payments for up to 3 months. If your policy has lapsed as a result of the fires, we will reinstate within 3 months of the lapse without evidence of insurability– provided premiums are back-paid. Deferred premiums or lapsed policies outside of the three-month period will be reviewed on a case-by-case basis. To request a premium deferral, call us at 1‑800‑268‑3763.

Will my claims still be paid if my premium payments are deferred?
Yes, replacement of life-sustaining medication and medical equipment will be paid during the deferment period. When you’re completing the claim form, make sure you indicate that the medication and/or medical equipment was lost in the fire.

Will Manulife either refill or replace prescription medication and/or medical equipment that was paid by another insurer?
No, this wouldn’t be considered an early refill or replacement because we wouldn’t have any record of the previous purchase. If your items are eligible, you can submit for reimbursement as per your contract.

Are there any restrictions to benefits that can be claimed during the deferment period?
Prescription medications and medical equipment will be replaced if they’ve been lost as a result of the fires, up to current plan maximums. Other benefits requests will be considered on a case-by-case basis.

Can I defer my mortgage creditor insurance premiums?
Yes – you can defer your premium payments for up to 3 months. If your policy has lapsed as a result of the fires, we will reinstate within 3 months of the lapse without evidence of insurability– provided premiums are back-paid. Deferred premiums or lapsed policies outside of the three-month period will be reviewed on a case-by-case basis. To request a premium deferral, call us at 1‑800‑268‑3763.


Travel insurance

I am a resident of BC and the fires have forced me to cancel my upcoming trip. Will the travel insurance I purchased cover my trip cancellation?
If you purchased a policy on or before June 30, 2021 that includes trip cancellation and interruption insurance, and you’ve been forced to evacuate your home, your policy will cover your trip cancellation. If you purchased your policy after June 30, 2021, your trip cancellation would not be covered as the cause (i.e. the fires) would be considered a known risk at that time.

I am a resident of BC and am currently on a trip and need to return home early because of the fires. Will my travel insurance cover my early return home?
If you purchased a policy on or before June 30, 2021 that includes trip cancellation and interruption insurance, your policy will cover your early return home if your principle residence is unable to be occupied due to the fires.

I have a trip planned to an area where the wildfires are and no longer want to go. Will my travel insurance cover my trip cancellation?
If  you purchased a policy on or before June 30, 2021 that includes trip cancellation and interruption insurance, your policy will cover your trip cancellation if the wildfires have made your pre-booked accommodations uninhabitable.  

I’m on a trip in an area where the wildfires are and wish to return home early. Will my travel insurance cover my early return home?
Your travel insurance policy will cover your early return home if:

  • the wildfires have made your pre-booked accommodations uninhabitable; AND
  • you purchased your policy on or before June 30, 2021; AND
  • your policy includes trip cancellation and interruption insurance.

If I’m not a resident of BC and choose to visit an area where the wildfires are happening, will my emergency medical coverage apply if I have a medical event during my trip that requires treatment or assistance?
Your emergency medical coverage will apply as per the terms and conditions of your policy.

Important disclosure

ManulifeMONEY+ is a trademark of The Manufacturers Life Insurance Company and is used by it, and by its affiliates under license.

*Trademark of Visa Int., used under license.