Frequently Asked Questions

Coverage under Manulife commences on January 1, 2025.

This transition means you’ll have one company to contact for all your benefits and retirement needs, simplifying your experience. Manulife is already our partner for group retirement savings, so this change creates a seamless connection between your benefits and retirement planning.

Yes. Enrollment will take place in Workday from November 18 – December 2, 2024.  Watch for more details closer to enrollment.

The plan design and coverages will remain the same as our current plan with some enhancements. Moving to a new carrier means differences in some processes and practices (e.g. reasonable and customary fees), but the intent is for coverage to remain the same overall. 

Each carrier sets their own reasonable allowance for benefit payments. The reasonable and customary fees for benefits like paramedical services and drug costs may differ from your prior carrier. This may result in a slightly higher or slightly lower payment depending on the service or treatment.

It’s important that you enroll on Workday for benefits and make sure your beneficiary is up to date. After that, you will have access to a digital benefits card from Manulife on January 1, 2025 that displays important identification numbers. You must update your records with your pharmacy and dentist at that time, as well as any other healthcare provider that electronically submits claims on your behalf.

As of January 1, 2025, your pharmacist or dentist will likely advise you that your coverage has been terminated or your claim declined. You will have to pay for your services yourself and submit your claims manually for reimbursement.

No, prior claim information will be transferred from our prior carrier to Manulife so all limits, like orthodontic work for example, will be unaffected.

You must send your claims to Manulife starting January 1, 2025, including any unsubmitted claims from 2024. Please note that claims submitted by paper or online to our previous carrier must be received by December 17, 2024. Electronic drug and dental claims can be submitted to our previous carrier up to December 31, 2024.

Yes, coordination of benefits will automatically be done if you indicate this online when submitting claims electronically or on the claim form for paper submission. Your dentist or pharmacist can do this directly as well. If your spouse’s plan is with another provider, it is your responsibility to coordinate benefits.

• For yourself – Submit your own claims to Manulife’s benefit plan first, then submit any unpaid balance to your spouse’s plan
• For your spouse – Submit your spouse’s claims to their plan first, then submit any unpaid balance to the Manulife plan
• For your dependant – Submit your dependant’s claims to the plan of the parent (or step-parent) that has the earliest birthday in the calendar year first, regardless of age, then submit any unpaid balance to the other plan

All prior claims history will be transferred to Manulife for January 1, 2025. 

Your claims history will be transferred to Manulife effective January 1, 2025, so no re-approval should be required.

All approved predeterminations will be accepted until July 1, 2025. If your case was submitted, but not yet approved, it will have to be resubmitted to Manulife.

This is the number Manulife uses to identify you as a member of the plan. It will be the same as your current certificate number (your employee number).

The contract number (i.e. policy number) for your Health & Dental benefits is 146509. This is the main number that will be used to identify you as member of the Gordon Food Service benefit plan when accessing the Manulife website or customer service. You will have a separate number for your prescription drugs 146510. It will be displayed on your benefit card and must be shared with your pharmacy starting January 1, 2025.

Remaining 2023 and 2024 balances will be provided to Manulife and loaded by the end of January.

Your deductibles will remain the same. Out-of-pocket costs may vary based on Manulife having their own Reasonable & Customary limits compared to our previous carrier.

In addition to the communications you have received and the presentations during the member sessions, you can find out more about your benefits on the Manulife website (www.manulife.ca/signin) and the Manulife Mobile app.

Manulife has partnered with Aeroplan® to earn rewards through their Manulife Mobile app. Manage your benefits, get customer support, and earn Aeroplan points from completing health and benefits activities. Check out the Manulife Mobile app for more details.

Health Care Spending Account – You have two full calendar years to use these credits to pay for your out-of-pocket medical, prescription drug, and dental expenses. This account enables you to use tax-free flex credits to pay for many medical and dental expenses that are not paid elsewhere.  Check the Detailed Benefit Guide for details. 

Personal Wellness Account – The Personal Wellness Account is another way to use your flex credits. You may deposit flex credits into this account and be reimbursed for a variety of personal wellness expenses. Flex credits deposited in this account are taxable in the year they are deposited. There is no time limit for using the money in this account. Check the Detailed Benefit Guide for a complete description of eligible expenses.