Manulife Health Insurance Reviews

A very archaic online platform that is difficult to use even for a person under 30 such as me and many of the features don't work. Even submitting a question in their question boxes only provides automated responses via email, stating that they cannot answer any questions. It seems like this insurer is short-staffed and all Customer Service calls are sent to Manila, where the service line is terrible so it's difficult to communicate, the wait times are long, and there are occasional language difficulties. There is no real conversation or explanation provided when calling with questions, it's just a bunch of scripted lines that they recite, which is very frustrating. I don't recommend this health insurer.

First of all, the staff are not knowledgable. If they decide not to pay a claim, they could give you very stupid reasons. For example, my dentist claimed on my behalf a charge that I had to pay upfront. Here is the list of the reasons Manulife staff provided to avoid reimbursing me what I paid.
1. First call, the customer service agent said that we can't pay the dentist directly - I said they don't require you to pay directly to them, you just need to reimburse me directly what I paid to them.
2. Second call to follow up: new customer service agent: it is not processed because the address on the claim is different from the address on your profile. Ok, can I update my address? No, only your employer can update your address, (this was their answer after they knew that my husband (plan holder) has quit his job) and now they wanted to make it hard on us since my husband cannot call his employer for such stupid reason. I decided to call my dentist and make them change the address on my claim to the previous one (since we still own that home but it is rented out). The dentist changed the address and now I thought it should be good. I submitted myself online.
3. Third call to follow up about the status of my "new" claim: a new customer service agent: I see a note about the address. I said: yes that was the previous claim but now the address on the claim matches the address on the profile. The agent: oh I think it's nothing to do with the address. I think you claimed this diagnosis dental exam last year and now you are not eligible for it. Well, you paid only $19 for that claim and I have a balance of $140 left. Can this cover the cost? No, since you made a claim that's it, regardless of the amount paid, you cannot claim again. And finally, I had to give up since I found it a waste of time for myself.
For everyone who is seeking to get covered. Do Not go with Manulife. And if you do, please know that you will have to pay from your pocket for insured items and you have to beg them to get your expenses covered and be ready to hear different excuses every time you call.

I called Manulife customer service to get some answers on why my claim was denied. I spoke to an agent name "John" who I believe has a lack of experience in dealing with problems. I felt like he has anger management issues, he was a bit rude. He wasn't able to help with my problem, of course, I had to call back the second time and luckily I spoke to a different agent name "Krissy". She told me that a code error occurred on their side. That's why they kept denying my claim. Krissy told me it would take 5 business days to fix the problem. Thank you Krissy for your help, much appreciated! And as for John, next time take your time in helping people and really listen to them. I would give more stars but John was a disappointment. Thank you!

I waited for 2.5 hours for someone to answer the call and finally gave up. Was able to get a hold of someone a month ago when I called but that took 40 minutes and they were extremely unhelpful. They just repeated talking points without answering a single question. On top of all that they refuse to direct bill paramedical services (e.g. physiotherapy) even though they claim to do direct billing when you call them. Submitted claims sit unchecked for weeks and there's no way to get in contact with them without waiting for hours on the phone. I'm embarrassed to be a customer.

Client services cannot provide accurate information. I spoke to at least 5 representatives and each gave me a different answer. Twice I was told that a Supervisor would call me back. No call.
My emails were never answered. Even though it was confirmed to me that my claim was covered under my policy, it was rejected when I requested a refund. All I can say is that I'm glad that I was not trying to get information about a serious illness. I would have never had the strength to deal with this. The good thing is that I now know that I can no longer trust any information provided by client services. I am currently shopping for new insurance.

They have too many untrained new employees that do not know what they are doing yet. Several agents promised to call back within 3 days. NONE did and some did not even make notes that they had talked to me. 8 calls and 4 emails, escalated to get issues answered. In August they increased their rates than in January they reduced the benefits allowed... Not cool.