Human Resources

Human Resources

Human Resources

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Manulife Transition Validation Window June 1

This communication was distributed through email on May 29, 2020

Further to my email dated May 20, 2020, I am writing to remind you that the university benefits plan provider will transition from Canada Life to Manulife on July 1, 2020. 

Prior to the switch to Manulife, you will have the chance to verify your benefits and dependent information through a secure online tool from Manulife. In addition, there are links in the Manulife tool to a summary document, ‘Your Benefits at a Glance’; this is an overview of the Queen’s benefits plan and your associated coverages.

How can I verify my benefit information will be correct in Manulife’s system?

  • On Monday June 1, you will receive an email from Manulife notifying you that you can access the secure online tool so that you can review your benefits information. Instructions will be provided on how you can access the tool.
  • You will have a two-week validation window, until Friday June 12, 2020, to view your benefits, update your dependant information and the home address that we have on record. It’s important that your home address is correct in the Manulife system to ensure you receive your new Manulife benefit card in the mail.  The pre-populated information reflects what is currently in the Queen’s Human Resources system.
  • You will have the opportunity to apply for new optional benefits during the June 1–June 12 period. You can also apply for these new optional benefits at any time after July 1.  New optional benefits would take effect after July 1, subject to Manulife’s approval of your application.
  • If you do not access the site during the validation window, your benefits will automatically transition to the new benefits provider on July 1 based on the information Queen’s currently has on file.

What happens after the validation window closes on June 12?

  • Your new Manulife benefits card will be mailed to your home address on record near the end of June.
  • Your next opportunity to access the secure online site will be July 1, 2020 when it will be permanently launched allowing you to manage your benefits coverage, apply for the new optional benefits and make expense claims.

What other actions can I take to prepare for the transition?

  • Make any expense claims for expenses incurred up to June 30, 2020 to our current benefits provider Canada Life. These claims will not be accepted by Manulife.
  • Canada Life will accept electronic claims until June 30, 2020 though GroupNet for Plan Members.  After June 30, they will only accept paper-based claims.  Please note that:
    • All claims for the year ended December 31, 2019 must be submitted to Canada Life by June 30, 2020
    • Claims for the period from January 1, 2020 to June 30, 2020 must be submitted to Canada Life by September 30, 2020

What happens if I take no action?

  • Your existing benefits will transition to Manulife based on the information that Queen’s currently has on file.  There will be no interruption in your benefits coverage.
  • Your new Manulife benefits card will be mailed to the home address that is currently on file with Queen’s.  You can start using your new Manulife benefits card on July 1, 2020.
  • 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.

We have worked with Manulife to develop virtual information sessions for employees.  You can hear from a Manulife representative and ask questions.  Find a full schedule of available session times here.

So keep your eye out for an email from Manulife on Monday June 1. This email signals that the secure website is open for you to view and validate your information.  It will contain instructions to set up your profile with Manulife. If you need help navigating the online tool or if you have questions about your benefit coverages, you can call Manulife Customer Care Centre at 1-800-268-6195, Monday to Friday from 8 am until 8 pm or contact Queen’s Human Resources.

We are updating the benefits page on the HR website regularly, including important dates so check back.  You can also send any questions regarding the above to



Steven Millan
Associate Vice-Principal, Human Resources
Queen’s University