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Our customer service centre serves plan administrators and eligible plan members in either English or French and is only a toll-free telephone call away.
Interactive Voice Technology (IVR)
Our interactive voice technology provides general health and dental claims and coverage information both during and after regular business hours. With the press of buttons on a touch-tone phone, a caller can learn: |
- health and dental claims payment status,
- the type of dependents covered, and
- general health and dental benefit coverage information.
Customer Service Representatives (CSRs)
Our CSRs follow a career path of extensive, graduated training. Upon completion of detailed core benefits training, CSRs are introduced to the call centre by addressing inquiries on standard plans. The next phase of development moves the CSR into managing administration and billing inquiries, and finally to handling inquiries for complex customized plans.
TTY/TDD Customer Service
To meet your diverse communication needs Manulife Financial's Group Benefits Customer Service Centre (GBCSC) has a toll free TTY/TDD Customer Service available in both French and English. A TTY (teletypewriter) or TDD (telecommunication device for the deaf) is an electronic device with a keyboard and a small screen, which allows people to send and receive typed messages over the phone lines.
The TTY/TDD Customer Service for deaf, deafened, hard of hearing and individuals who are unable to speak, is available Monday through Friday from 8:30 a.m. until 4:30 p.m. local time (9:00 a.m. until 5:00 p.m. in Newfoundland). An automated message on the TTY/TDD indicates the specific time of day available, for personal contact with a trained customer service representative.
Quality Assurance
Our target is to meet or exceed 99% accuracy on all our calls. Two members of our team audit a random sampling of all inquiries. Call monitoring technology enables us to record calls for quality assurance, auditing, coaching and training purposes.
Leading Edge Technology
State-of-the-art telephone systems and on-line computer support give Manulife Financial's CSRs access to the most current information about each group benefits plan. CSRs can answer a wide range of questions pertaining to benefit claim information, |
- health and dental inquiries beyond the IVR's capabilities, such as hospital or vision care information or coverage for a specific dental procedure
- life claims
- plan member administration
- adding new plan members,
- name changes,
- reinstating former plan members, and
- premium billing and accounting.
Fax Facts
Toll-free fax numbers are available at any time of the day or night.
Reporting
Reports providing statistical information on call volumes, types of questions answered, types of callers, etc. are available to Manulife Financial Group Benefits plan sponsors.
Contact a local Manulife Financial representative or your benefits consultant for more information. |
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