Manulife Travel Insurance Reviews

My 16-year-old son suffered extensive ankle damage from a sports injury while on athletic scholarship in September 2023 while in the US. We purchased the plan recommended to us by our broker as one that is marketed to international athletes, thinking that it would protect our family - we were so wrong.

After the injury, as you're supposed to, I contacted the insurance company rather than allow the ER doctors to perform surgery straight away (they reset the leg immediately). I drove the 9 hours to my son, and then we waited an additional five days for Manulife to deny surgery in the US against the recommendation of the orthopedic surgeon who determined surgery needed to be completed asap. The entire time I was in the US, I had to act as a liaison between Manulife/GlobalExcel and the various doctors and medical professionals since they did not source any documentation themselves. My best guess is that I spent a minimum of three hours per day on the phone trying to get approval for surgery rather than spending time with my son. Of course, you speak with a different person almost every time you call, and you have to retell your story over and over because even though you have a case manager, you will likely not speak with them...

After waiting almost a week for what I had been assured over the phone would be approval for my son's very necessary surgery, the 'experts' at Manulife chose to medically evacuate my son back to Canada, where he waited an additional two days for surgery.

We will never know the full impact of Manulife/GlobalExcel's failure to make and communicate a timely decision.

Most recently in trying to recoup my personal expenses while I waited almost a week for Manulife/GlobalExcel to make a decision regarding the surgery - expenses listed as eligible for coverage under my policy, my expenses were denied in April by Claim Assessor who I can't speak to because "assessors don't have phones". When I asked for the assessor to call me, I was told it is policy that I cannot speak with them. Anyways - I played administrator again and sent additional documentation to satisfy the piece of the policy that the assessor used to deny our claim and was told over the phone that the claim was approved, and I was sent a form to provide my payment information.

I'm actually on hold with Manulife/GlobalExcel as I type this... I've been on hold about 30 minutes with an administrator I know won't be able to help me get answers as to why I haven't seen payment almost a year after the claim was started, in spite of providing them with everything they've asked for...

There is so much more to my experience that I could write a novel around how many times this company provided subpar service, but my phone call with this dreadful company has since ended and I've proofread my review and am moving on until their Supervisor gives me a call back in the next 24–48 hours. This will be the third time a Supervisor will reach out, so I'm not holding my breath for resolution.

What a joke this company is... do your family a favour and steer clear!

I was shopping around for travel Insurance, Costco offers a discount to card holders via manulife. $85 for a single trip 5million coverage.

I could not get much information regarding the details of the coverage. When I called the first person was friendly but didn't offer much help and offered to send me the policy which I already had.

I called back and got another rep, she was BEYOND rude and annoyed. She kept saying "I dont know what else to tell you, the first person already sent you the policy". She was becoming increasingly annoyed and hostile, raised her voice and started talking over me. So aggressive! Exactly 8pm, she hung up on me.

I always try to secure travel or any trip by buying insurance, on my last trip I was offered with all inclusive Manulife insurance for air Canada package and was in Mexico. I slipped and got hurt and was rushed to hospital. Thank God no feature but severe joint injury and dr advise me for a very limited mobility. DR said you can travel by air on wheel chair assistance. I contacted Manulife Global assistance and it was very disappointing to know that they can’t help me get out of Puerto Vallarta, as airline refused to change my date. I stayed on bed for 5 days and all my plan was messed up. This insurance company and service quality is next to none. They never leave any phone number to contact and not even replying. Be careful.

Please don’t waste your money. It’s a scam.
They are happy to take your money but when you have emergency and open a claim, they will make sure you get nothing. The process is painful and they will do anything to not pay for cover. I’m surprised they are still in this business. Please save your money and time. Find a trusted travel insurance