Update on Manulife Service Delays
We know many members have been experiencing significant delays in claim processing and response times from Manulife. Manulife has confirmed that these service disruptions are affecting all their clients, including the province.
The delays are the result of recent technological upgrades, increased claim volumes, and limited staffing resources. While these changes are intended to improve long-term service delivery, they have led to short-term challenges. Manulife has advised that they are adding staff, providing additional training, and have introduced live chat support as of October 1 to improve access and response times. They have committed to returning to normal service standards by November 2025.
What Members Can Do
If you are experiencing delays or difficulties with your claims, we recommend that you keep detailed notes of your interactions with Manulife. Please record:
- The date and time of your call or online chat,
- The name of the representative you spoke with, and
- If a supervisor promises to call you back, make note of the promised timeline.
If you do not receive a call back within that timeframe, please contact us and report this. While we may not be able to take formal action in every instance, collecting accurate records will help us identify patterns and demonstrate where systemic issues are occurring.
If the situation is causing severe distress or hardship, please reach out to us for further assistance.
JIBRC Is Here to Help
Your Joint Insurance Benefits Review Committee (JIBRC) continues to work closely with the Employer to advocate for better service and transparency. JIBRC can also assist members who wish to appeal claim decisions or who need help understanding their benefits.
We know delays are frustrating, and we appreciate your patience as we continue pressing for improvements
OPSEU/SEFPO
Joint Insurance Benefit Review Committee -OPS
5757 Coopers Avenue, Mississauga, Ontario L4Z 1R9
Email: opsbenefitappeal@opseu.org
Telephone:(416) 443-8888 or 1-800-268-7376
Fax:(905) 712-3009