Manulife Complaints and Ombudsman: How to Challenge a Denied Disability Claim

If your Manulife disability claim has been denied or your benefits have been cut off, you may be wondering what your options are.

Manulife has an internal complaints and appeals process — and in some cases, you can escalate your concerns to an ombudsman.

But it’s important to understand how this process works — and whether it’s the right step for your situation.

How the Manulife Complaint Process Works

Manulife typically handles complaints in stages.

Step 1: Contact Your Case Manager

Start by raising your concerns directly with your assigned case manager.

This may involve:

• Asking for clarification
• Providing additional medical information
• Requesting a review of the decision

Step 2: Request a Formal Review

If the issue isn’t resolved, you can request a more formal internal review.

This may involve:

• Submitting updated medical evidence
• Providing additional documentation
• Responding to Manulife’s reasons for denial

Step 3: Escalate the Complaint

If your issue still isn’t resolved, you can escalate your complaint within Manulife or to an external ombudsman.

What Is the Manulife Ombudsman?

The ombudsman is meant to provide an impartial review of complaints that haven’t been resolved through the standard process.

They may:

• Review your file
• Assess whether proper procedures were followed
• Provide recommendations

Should You Use the Complaint or Ombudsman Process?

This depends on your situation.

While the complaint process may help resolve minor issues, it’s not always the best option for denied disability claims.

Things to consider:

• The process can take time
• You may be required to provide detailed information
• What you submit can affect your legal position later

In many cases, especially for long-term disability claims, there are other options available.

Common Mistakes to Avoid

When dealing with a Manulife complaint or appeal, avoid:

• Assuming the process is fully independent
• Submitting incomplete or inconsistent information
• Relying only on internal reviews
• Delaying action after a denial

What to Do If Your Claim Is Denied

If your disability claim has been denied or cut off:

• Don’t assume the decision is final
• Review the reasons carefully
• Ensure your medical evidence supports your claim
• Get advice from a disability lawyer before deciding how to proceed

Key Takeaways

• Manulife has an internal complaint and review process
• You may be able to escalate your issue to an ombudsman
• There are better alternatives to an internal complaint
• You should consider your options carefully before appealing

Speak With a Disability Lawyer

If Manulife has denied or cut off your short-term or long-term disability benefits, don’t rely on their internal complaint process or ombudsman alone.

A free consultation with a disability lawyer at Samfiru Tumarkin LLP can help you understand your options and protect your right to ongoing benefits.