ComplaintsforManulife Financial Inc

• Initial Complaint

  18/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Until 31 December, 2023, Manulife had provided the healthcare benefits package at my place of employment. Late last year, the management of the organization changed and effective 01 January, 2024 my health benefits provider changed from Manulife to **** *****. Manulife was supposed to have provided reimbursements under my Health Care Spending Account for expenditures that my family and I made in 2023, as long as receipts were received by Manulife before 31 January, 2024. I mailed Manulife healthcare receipts for reimbursement totaling $2026.85, on 02 January, 2024, well within the period that I was required to submit them. (***** I've provided a scan of the claim form and a hand-written list of my the claims, ****** *** *** *** ********** ******** **** ** ********.) In the last couple of months, I have repeatedly called Manulife about their failure to reimburse me the total amount owed to me under the plan. Apparently, as of today, $825.79 still remains in my HCSA account. Manulife's ****** for not reimbursing the full amount is that I submitted the receipts too late. This is completely untrue. I mailed all of the information together in a single envelope on 02 January, 2024. They certainly would have received the documentation well before the 31 January, 2024 deadline. Furthermore, they have provided some reimbursements from the same materials that they are now suddenly claiming that I submitted too late. ******** * ********* *** ** ** ************* ****** *** ****** ****** *** ** ******* **** ******** ** ****** ******* *** ** *** *** *** ***** ****** **** ** ***  At this pint, I am still owed $825.79 from my Manulife Health Care Spending Account. I want Manulife to pay out the on the $825.79 that they owe me. After that, I also want Manulife to return to me all of the original receipts for claims that exceed the total of the Health Care Spending Account. Thank you.

  Business response

  01/05/2024

  This is to advise you that I have completed my investigation and a response letter has been sent to the customer.

  Customer response

  02/05/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  04/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Manulife disabilty is trying to collect twice on a previous overpayment from them. Once through my benefit amount and second through *** ***********. They shouldn't be collecting anything on my 1104.00 per month *** ** ***** ********* * ***** **** *** ** **** **** **** ******* 

  Business response

  25/03/2024

  I am currently still reviewing ******'s concerns with internal business partners. I have removed the encryption from my email, as it appears you did not receive my email from March 15, 2024. 
  
  When my case is closed and I have send ****** the final response by email, I will also notify you. 
  
  Thank you, 
  
  Nathalie R
  
  Customer Complaints Investigator
  Operations, Customer Care
  Manulife

  Customer response

  25/03/2024

  
  Complaint: ********
  
  I am rejecting this response because;

  Time is of the essence, ** *** **** *********** ** ****** ***** *** *********** ******** ** ***** ********** **** ******* *** ***** **** ** *******
  
  Sincerely,
  
  ****** *****

  Business response

  11/04/2024

   I am writing to advise you that I have completed my review of ****** *****'s Better Business Bureau Complaint and sent her a response by email. 

  Customer response

  27/04/2024

  
  Complaint: ********
  
  I am rejecting this response because

  No one has messaged or called me at all

  
  Sincerely,
  
  ****** *****

  Business response

  13/05/2024

  I hope you are doing well. I received a message regarding ****** *****. I provided her my  final response on April 11th by email. Her complaint has been resolved. 
  
  Unfortunately, I cannot provide you details, however should she require anything additional, she may contact Customer Complaint department. 
  
  Thank you, 
  
  Nathalie R

  Customer response

  24/05/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  08/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased term life insurance from **** almost 20 years ago. They have been deducting premiums all this time. I have not been receiving any mail regarding my policy or payments. I couldn't find a physical copy of the policy and called to have a copy sent only to find out that the policy was underwritten by Manulife. It took many phone calls to figure this out as the people at **** answering the phone had no idea about the older policies. Around November 20th I finally tracked down my policy at Manulife and I requested a copy. They said they would send a hard copy and email me a copy. I never received either. On Decmeber 6th I called back. This time they said they couldn't send a digital copy, but would send a hard copy. Again, I never received it. Today, February 8th, I called back a third time to request again both a digital and hard copy. It remains to be seen if I will receive it. This is an important document, and an investment that I have been paying into for almost 20 years. It should not be so difficult to track it down, and a request for a copy should be met right away. ** ** ****** **** ** ****** ******* **** ****** *** ** ********** *** **** **** ***** ****** **** ******** ** **** *** **** * **** *** ******** ********* **** **** **** **** *** ** *** ***** **** ********* *** **** ****** ***** ***  This really should involve **** as well as Manulife. Please help. Thank you.

  Business response

  16/02/2024

  We have received your complaint in Customer Care.
  
  I have opened a complaint file for ***** *** and assigned it to a Customer Complaints Investigator for investigation.
  
  We will communicate directly with ***** *** in regard to this matter.
  
  Sincerely,
  
  

  Customer Care Team

  Manulife

  
  

  Customer response

  16/02/2024

  
  Complaint: ********
  

  I am just waiting to see what progress they will make.  So I appreciate the quick response so far, and already received a phone call, but the result remains to be seen.
  
  Sincerely,
  
  ***** ***

  Business response

  20/03/2024

  Please be advised that the complaint has been resolved.
  
  Sincerely, 
  
  
  Customer Care Team
  Manulife

  Customer response

  27/03/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ***

• Initial Complaint

  17/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have filed a claim over early June for a phone repair, and after weeks of waiting receive messages of missing documents. I did call them amd followed their instructions, but I keep on receiving the same message. I don't know what else to do anymore. Please advice

  Business response

  16/08/2023

  Please note the investigation is complete and a response letter with Manulife's next recourse has been sent to the customer.

• Initial Complaint

  30/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Friday - I called and spoke to manulife about needing a portable ECH machine as per doctors referrals , the person had 0 idea about any coverage and advised to submit it . Monday I call back for more clarification and requested to speak to a manager. The agent said she called the manager and back office team and said about 80% should be covered and she put a rush on it. I go into the app it says 80% allowance. I call again to check the status and the agent now says it’s not covered at all although online it says allowance is 80% coverage . . How is anyone supposed to properly use this coverage and know what is covered. *** ********* ********** *** **** ** ******* ** ****** *********** ******** I pay for my coverage every two weeks.

  Business response

  01/06/2023

  An investigation is complete and a response letter sent to the member today with Manulife's next recourse.

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We got medical insurance to cover some of our prescription costs and other expenses like vision and dental. Our prescription monthly bill is around $600, and when we got our medications, we found out, because we were NOT told that they will not cover “certain” medications… specifically the ones that cost more than $20/month, so we are paying $500 per month for them to cover 80% of $150… ***** ****!!! We paid for 2 months already and we are still waiting to hear if they will cover our glasses and dental. I expect they will say that they do not cover brand name glasses, so our $1200 of glasses will not be covered at all even though they only cover something like $250 per pair every 2 years. So to sum it up, they expect us to pay $6000 per year to them, in order for them to reimburse us MAYBE $2000… DO NOT get insurance from this ***** company! And if you are going through anything similar, let’s get together and file complaints with whatever oversight board covers insurance companies. They also will not refund our payments even though they have not reimbursed or paid for ANYTHING to date! It’s literally cheaper to just pay for whatever you need. Very disappointed, but not surprised… anyone in insurance should be ashamed of themselves.

  Business response

  24/05/2023

  We have responded to the customer on their concerns and they may wish to share a copy with you. 

• Initial Complaint

  05/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My parter and I purchased travel insurance with Manulife on December 29, 2022. ***** ****** - Policy ************ and **** ********** ************. The policies are valid for one year and both expire on December 28, 2023 and it cost $533.89 total. We moved house on April 1, 2023 and I called them and advised them of our new postal address on 24 April 2023. They updated the information and emailed me the revised policies. They were both incorrect, they had added 76 in front of ***** ******** *****, the address now reading ** ***** ******** *****. The postal code for ****'s insurance also read ****** instead of ******. I called them back and advised them of this. They told me there was an error in the system and that IT dept would look into it and they would amend it and they would email me the revised docs. This did not happen, Therefore I called them again on May 5, 2023 and reminded them of the conversation from May 24. They still could not amend the address and told me it was a blip in the system and it would be corrected in 10 days and they would resend the docs, once revised. I told them this is not good enough, it has been a problem since April 24 and should we want to travel and need to claim on insurance, our address is currently incorrect and could cause problems. A huge company like Manulife should be able to change an address and we have paid good money for all of our documents to be correct. They got angry with me and told me they will not cancel the policy and that they will try and change the address. How do we proceed with this? We want to cancel the policy because Manulife are inadeqaute, if they can't simply change an address, then what other problems are likely to occur if we ever have to claim, whilst abroad. We have done nothing wrong, yet they were shouting at me and will not cancel the policy. Surely I have some say in this. Please advise, thank you.

  Business response

  23/05/2023

  Hello, 
  
  Our investigation is complete and response has been provided to the client as well as information on available next recourse. 
  
  Sincerely,
  
  Randee S. 

  Customer response

  23/05/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  14/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We've been requesting for the release and transfer of my wife's RRSP and it's been more than 3 months and no actions done by Manulife yet. I don't know if they want to release our money or not. After so many emails and phone calls, promising that they will process it, still, no result. They still have our money.

  Business response

  18/07/2022

  We have received your complaint in Customer Care.
  
  
  We will communicate directly with Ms. ******* in regard to this matter.
  
  Sincerely,
  
  Lauren W.

  Business response

  19/07/2022

  Good day Mrs and Mr *******,
  
  Hope you are both well. This email is to confirm that your transfer out to ****** **** has been processed.
  
  A cheque for $******** has been mailed to ****** **** today. ****** **** should receive this cheque in about 5-10 business days.
  
  Please be advised I am still investigating your complaint and will have more information by the end of the week at the latest.
  
  Thank you for your time and patience.
  
  Have a great day,
  Lauren
  
  Lauren Wilson
  Customer Complaints Investigator, Operations Customer Care
  Enquêtrice des plaintes clients, Exploitation, Soutien à la clientèle
  
  T 1-855-891-8671 poste - ext. 203358
  Fax : 1-888-259-6351

  Business response

  22/07/2022

  Hello Mrs. and Mr *******,
  
  I hope this email finds you well.
  
  I am writing about your concerns with the delays to receive your funds from your Spousal Personal Plan RRSP (Registered Retirement Savings Plan). Thank you for giving us the time to look into this for you.
  
  Upon review, we did identify a delay. We want to apologize for any stress and frustration caused. On July 18, 2022, Manulife sent a cheque for $4,472.36 to ****** ****. (Confirmation ********). Please accept our confirmation that ****** **** has now received and cashed the cheque, as of July 21, 2022.
  
  Manulife strives to provide excellent customer service and we are sorry that did not meet that high expectation.
  
  Please be assured we have profiled your concerns and comments with the appropriate areas for training coaching opportunities to improve our member experience and better assist our members in the future.
  
  Mrs. and Mr *******, thank you for providing us with an opportunity to address your concerns. We also want to thank you for your patience and cooperation.
  
  Let me know if you have questions or need more information about this email. You can find more information about our complaint handling process and the Ombuds Office at Manulife.ca. Let me know if you need a copy of our Complaint Handling brochure.
  
  Take care and my best regards,
  
  Lauren
  
  Lauren Wilson
  Customer Complaints Investigator, Operations Customer Care

  Customer response

  22/07/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  

• Initial Complaint

  28/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Business commit3d to benefits regarding short term has been 6 week no update all delays deny any updates

  Business response

  30/06/2022

  Good day,
  
  We have received your complaint in Customer Care.
  
  I have opened a complaint file for ** **** and assigned it to a Customer Complaints Investigator for investigation.
  
  We will communicate directly with ** **** in regard to this matter.
  
  Tracy W.
  On behalf of,
  Amanda U
  Customer Complaints Investigator, Operations Customer Care

• Initial Complaint

  31/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a Trip interruption policy with Manulife. In Jan 2022 a family member Passed away and we had to cancel our trip to return to Canada. March 11 2022 I summited online all required documents for claim. Email they sent advised it would take 8 weeks to settle. I am now in the 12 week and have yet to hear from anyone at Manulife and I.ve have tried calling at least 20 times with countless emails and can never get a hold of anyone. I paid My premiums in full and feel that this kind of service in misrepresentation on behalf of Manulife. My claims # with them is *******

  Business response

  02/06/2022

  Good day,
  
  We have received your complaint in Customer Care.
  
  I have opened a complaint file for ***** ********** and assigned it to a Customer Complaints Investigator for investigation.
  
  We will communicate directly with ***** ********** in regard to this matter.
  
  Sincerely,
  
  Randee S.
  Customer Care Team

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩