Human Resources

Human Resources

Human Resources

site header

Manulife Implementation

The University’s Benefits Plan will move to Manulife effective July 1, 2020

What you need to do to prepare for the change:

Dates and deadlines

To do

More details

In the coming weeks
Watch for more information
There will be more details about the move to Manulife in the coming weeks including virtual employee sessions where you can hear from a Manulife representative and ask questions.
June 1
Verify your information with Manulife
Starting June 1, 2020, using the new contract number, 120156, and your certificate number (your Queen’s ID without any leading zeros) you will be able to access the secure Manulife website to verify your benefits, dependent and beneficiary information.  You will also be able to apply for additional optional benefits.  Any changes you make on the Manulife website are effective July 1, 2020.
June 17 - 30
Watch for your benefits card in the mail
Your benefits card will be sent to your home address.  You will receive two cards if you have family coverage.  You can also access your benefits card using the Manulife Mobile App or view and print the card from the Manulife website from July 1, 2020 onwards.
Before June 30
Submit claims electronically to Canada Life
Remember, current benefits remain with Canada Life until June 30, 2020.  If you would like to submit electronic claims to Canada Life, you need to do so by June 30, 2020.  After that date, you have to submit your claims using the paper claim process.
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 25) 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 will have until September 30, 2020, to submit paper claims to Canada Life for reimbursement for claims that occurred up to June 30, 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.
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:

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:

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 will mailed to your home address later 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