Individual insurance
Customer Secure Site

Using their Manulife ID, clients sign into the individual insurance customer secure site to view the details of all their active and inactive insurance policies. They can connect their policies to their Manulife ID by entering the policy number, policy owner name, birthdate of any insured person on the policy, and postal code. 

This site and My Clients pull from the same data sources; however, the individual insurance customer secure site provides clients with a more high-level look at the policy data.

At present, corporately owned policies, and policies issued by Standard Life are not yet accessible through this site. However, you can still view the details of your clients’ corporately owned policies on My Clients and can view their Standard Life policies by signing into the SL Advisor Portal. 

Your clients can find the answers themselves, saving you both time. Guiding your clients to this self-serve option means that you will have more time to focus on what you do best – offering advice and managing your clients’ needs.

The site allows policy owners who have recently moved, or are planning to move soon, to update their Canadian mailing address.

Want to help your client through this process? View the Address Changes job aid (sign in required).

Some clients who are already paying their premiums by monthly pre-authorized debit, are now able to edit their bank account details. The Edit Bank Information job aid (sign in required) provides more information to help your client through the process. If a change to the bank account owner is required, the client must submit a Pre-authorized debit (PAD) agreement, which you can send for electronic signing.

Any changes made to the mailing address and banking information online will take up to 10 business days to take effect.

The client versions of most of the same notices and statements you receive will now be available to your clients digitally. As their advisor, you will continue to receive these files in your Advisor Portal Secure Inbox. But now your clients can access their own digital copies as well. 

Your client can view, print, and save the PDF files that are produced after May 27, 2023. The available digital files for their policies will be listed on the eDocuments tab and held there for 3 years from the date they were produced.

If a digital version isn’t available, your client will continue to receive paper copies in the mail. At this time, clients will receive both a digital and paper copy.

With a couple of clicks, clients can update their document preferences. For new clients on the Customer Secure Site or returning clients who have not yet updated their preferences, the default setting is digital documents. They’ll receive an email notifying them when new statements and notices are available.

If clients have multiple policies but aren’t ready to go completely paperless with all of them, they can build a hybrid solution. This allows clients to choose to access digital documents for some but get paper documents mailed to them for others.

Note: For the 2024 tax year, slips are being delivered by mail in early 2025. Starting in early 2026, tax slips will be available digitally.