Review Time
Their site is horrible for determining status of pre-authorized drugs. According to service rep, approved information shows under claims, but nothing ever posts to the portal and it requires a phone call to support to get the information. Pre-authorization also only lasts for 1-2 years, but there is no communication about this and you only find out when denied a claim. Then you have to pay to have your physician fill out a form and then wait multiple weeks for Manulife to approve/deny. And then when they finally do process, you just get a generic "a claim was processed for $0" with no information, requiring to call in again to know wtf is going on. They'll also deny their own form if they update it between processing time because it is "outdated".
The services are quite poor. Claims over $100 often get denied for minor reasons without proper explanations. You need to call multiple times just to get answers. The numerous prompts when calling can be really frustrating. I wouldn't recommend this as a health provider.
I've been waiting nine months for a dental refund. Due to a mistake, the payment was sent to the dentist instead of us. Despite multiple communications with various representatives who assured us the issue was resolved, it has not been. Now, the matter is with the head office.
There is no easy method to reach customer service via the mobile application. I spent over 50 minutes on hold trying to connect with a representative, which is quite disappointing. This level of service falls short of what is expected from a company handling employee benefits and financial services. Since the recent switch from a previous provider, the overall service has been notably lacking.
Is it possible to give less than one star? The customer service is the worst I've encountered, and signing into the platform is a hassle. I constantly get locked out and end up spending half a day trying to get assistance. It's truly the worst experience.
They require supporting documents for every claim, even for long-term conditions they've covered before. Despite having the prescription on file, they still demand it each time or the claim gets denied. Phone support is slow and unhelpful, and the claims department doesn't communicate effectively. This has been the worst experience I've had with any provider.
If it were possible, I would give zero stars. It's utterly shameful. This company, despite being highly profitable, has a website that functions about 10% of the time. I frequently encounter error messages when trying to check my savings. It's incredibly frustrating to deal with continuous issues when all I want is to access my account.
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Manulife Financial Corporation is a Canadian multinational insurance company and financial services provider headquartered in Toronto, Ontario, Canada.
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