Manulife Group Benefits Insurance Reviews

We’ve been dealing with Manulife for about 12 years. I couldn’t hate them more. Occasionally a claim goes through without any issues, but it’s the exception. Every time I have to call Manulife it’s the same run around, they resubmit, and I never hear anything again. It takes multiple calls, and it often has to be resubmitted on their end more than once. I dread every single call I have to make, it’s like everything is automatically rubber-stamped no.

Manulife is the most frustrating company I have ever had to deal with.
I asked before enrollment what are the eligible expenses under our PSA. I was told financial services was included. I called again to ask exactly what financial services were included. I was told X was included.
I submit a claim for X and it was denied. I call back 3 times and resubmitting things until I find out X is not covered but Y is. I submit a claim for Y. It also doesn't go through. I call to ask why.
The service rep tells me only dental services are covered. I said that doesn't make sense. I do some digging and it turns out Financial services was completely taken off. What's going on?
I pointed out it seems Manulife is playing around and changing things. She said they don't do that. Right.
Their services reps are clueless. Their claims department deny everything. There's no consistency. The website has no email contact option. While waiting for their call centre they can suddenly put me on a silent line that never gets picked up.
Stressful and absolutely terrible.

A year ago, I used to be under a group benefit with Manulife with another trucking company where I had prescriptions for my diabetes.
I worked for a different company, then after a year, I switched companies again. This new company had benefits with Manulife as well. But all of a sudden, Manulife needs confirmation from a Doctor that I have diabetes. They told me it was because it was a new account. I told him it's a new account, but it's the same profile I'm the same person that you covered last year. Not very smart. I wish more companies would drop Manulife because if they're not in the business of helping people and taking care of those who need medication, then close down your business. Because they really don't care about people. They're not willing to work with anyone. Also you leave a message, and they say they'll call you back tomorrow. But it's been 4 days, and they haven't called back, and I bet they don't plan on calling back either until I call back frustrated! This is unacceptable. They try and make things more difficult so that you won't put in any claims so they can keep their premiums. I urge everyone to approach your administrator to change to a different provider.

I have called Manulife 3 times today with a simple question, the first time I was told to call my Colleague info center and when I did they just transferred me back to Manulife. The second time the operator told me he was going to make some calls on my behalf, then I was transferred again to the CIC. Very unnerving to deal with. I should know better than trying to get any answers out of them. Very bad customer service.

1. Staff is not knowledgeable. Every time I've called the customer service person sounds annoyed that they had to answer the phone, have no clue what they're talking about.

2. Online claims take forever to process, previous providers have paid within 24 hours of submitting online claim, I have claims sitting for weeks before my measly 20% coverage is paid back to me.

3. Coverage is terrible at best, I know this has a lot to do with my employer as well, however it's unfortunate that a modern benefits provider would cater such terrible coverage.

Been in a battle for over a year to add coverage for my dependent. I have to explain everything every time I call in, and am always read the same script, the record so far is FOUR times being read a script and having them ignore my questions.

It always ends the same: “I’ll get a superior to call you back tomorrow”, and when tomorrow comes I get a template email with the same script I’d already gotten from the service rep and no phone call, OR NOTHING AT ALL and I have to call in yet again. It’s awful.

When they do approve things, they phrase it in a way that makes it sound like you’ll finally get the coverage you’re paying for, only to find it’s a slimy way of denying coverage yet again and reversing all the claims back on you.

I’ve given up, this company is truly awful and their service reps have zero knowledge and can only read from prompts, a bloody parrot could do their job.