Manulife Group Benefits Customer Service

Manulife Group Benefits Customer Service
Manulife customer service
Call flow, continuedoperating in 15 countries and territories worldwide.

Through itsManulife Financial offers clients a diverse range of financial protectionproducts and wealth management services.

Funds under managementPSE, and under '0945' on the SEHK.

Manulife Financial can be foundon the Internet at www.manulife.com.Manulife Financial and the block design are registered service marksused by it and its affiliates including Manulife Financial Corporation.If you are calling from a rotary dial phone, hold for acustomer service representative.Callers can fast-track by pressing a combination of optionsone after the other.For example, pressing 1,2, and 2 (withyou from listening to the complete introduction, which you.
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The Manufacturers Life Insurance Company This is Manulife Financials fourth quarter 2001 send information on coverage changes, process improvements, legislative news, or other issues that require the immediate attention of plan administrators.

This quarters edition gives considerable attention to the importance timely and accurate information updates play in the administration of your group benefits plan.

Please keep this on file with your contract for future

! In December, Manulife Financial will introduce new technology in the Montreal Group Benefits Customer Service Centre.

This enhanced technology will offer clients access to health and dental benefits information for extended hours.

Callers will still have the option of transferring to customer service representatives during business hours.

Interactive Voice Response (IVR) With Interactive Voice Response (IVR) technology, plan administrators and members can get information quickly on their own.

Callers can use the IVR to find out if a health or dental claim has been paid and what amount has been reimbursed.

The technology lets callers access general health and dental claims and coverage information simply by pressing the buttons on a touch-tone phone to get information about Health and dental benefit coverage Dependant coverage Health, drug and dental claims payment status Claims office addresses.Group Benefits Administrative Update Fourth Quarter 2Extended service hours The IVR technology is available during and outside regular business hours, to supplement the service provided by Customer Service Representatives.

Access to the IVR is available from Monday to Friday, 7 a.m.to 9 p.m.

(7:30 to 9:30 in Newfoundland) and Saturdays, 7:30 a.m.until 4:30 p.m.

(8:30 to 4:30 in Customer Service Representatives are still available Customer Service Representatives continue to be available Monday to Friday during regular business hours.

Callers can transfer to a representative once appropriate plan/group number and plan member I.D./Certificate number have been entered.

These numbers must be entered to verify callers identities and protect confidential information.

When a call transfers to a Customer Service Representative, the CSR will have the relevant customer information from the IVR, saving time for the caller
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1 800 268-6195 Customer Service Call flow, continued For more information about Manulife Financial Group Benefits, visit our web site at www.manulife.ca (groupbenefits.manulife.com)
Group Benefits Administrative Update
Group Benefits Customer Service Centre. This enhanced technology will offer ... Groups whose benefits are administered by Manulife Financial can enjoy the (groupbenefits.manulife.com)
.

By answering menu options carefully, callers can ensure they are directed to the Customer Service Representative most qualified to help with the specific inquiry.

The Customer Service Representative will also help plan administrators with general administrative inquiries.IVR call flow diagrams The call flow for the IVR is a diagram outlining the features offered through the IVR technology for easy access to health and dental benefits information.

Notepads showing the call flow for plan administrators (form number GC0205E and GC0205F) are available through your Manulife representative.

Plan member brochures that outline the call flow for members (GC0241E and GC0241F) are also available through your Manulife representative.

New number for Montreal Disability calls

The new toll-free number for Montreal disability inquiries is 1-866-236-6313.Callers who dial the old number will hear a message referencing this new toll-free number.

As disability claim forms are reprinted, they will show the new number.

The existing local number (514) 288-6268 is still available for local calls for disability callers only.

"#$%#Effective November 19, 2001, British Columbias Medical Services Plan (MSP) will no longer pay for routine eye exams for individuals between the ages of 19 and 64, except in cases of medical necessity.

The fees previously paid by MSP Group Benefits Administrative Update Fourth Quarter 3will become eligible for consideration under Manulife Financials standard vision British Columbias MSP will continue to cover routine eye examinations for residents 18 years of age and younger, and 65 years and older.

This change brings British Columbia in-line with the routine eye exam coverage offered by most Canadian provincial health care plans, as described in the chart Province Provincial Coverage for Routine Eye Examinations British Columbia One complete exam, one partial exam and one diagnostic procedure per benefit year for children under 19 years of age and seniors 65 years and over.Alberta No routine eye exam coverage for persons 19 to 64 years of age.

Seniors and children are covered for one eye exam per year.Saskatchewan One routine eye exam every 12 months for persons under 18 years of age, or over 64 years.One routine eye exam every 24 months for persons between 18 and 64 years of age.

Manitoba One routine eye exam every 24 months for persons under 19 years or over 65 years of age.

Ontario Persons under age 20 and over age 65 are covered for one exam per year.

Persons between 20 and 64 are covered for one exam per 2 calendar years.Routine eye exams are only covered for persons under 18 years of age and 65 years of age or older.Persons under 10 and over 65 years of age are covered for one eye exam every 24 months.

Persons over 10 and under 65 receive no coverage, unless medically New Brunswick No coverage Prince Edward Isle.No coverage Newfoundland No coverage Northwest Territories No coverage Yukon No coverage This information is intended solely as a guide&"$"'%($As of September 4, 2001, Ontario residents covered under Manulife Financial disability plans are entitled to receive disability benefits during the health-related portion of a maternity leave.

Claims received from eligible plan members must have been incurred on or after September 4, 2001, and the claim must be supported by medical documentation.

Group Benefits Administrative Update Fourth Quarter 4The health-related portion of maternity le
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