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Business Profile

Insurance Companies

Manulife Financial Inc

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Insurance Companies.

Complaints

This profile includes complaints for Manulife Financial Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

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Manulife Financial Inc has 25 locations, listed below.

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    Customer Complaints Summary

    • 82 total complaints in the last 3 years.
    • 29 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint type

    • Initial Complaint

      Date:26/05/2022

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been using ManuLife travel insurance for more than ten years for cancellation on helicopter ski trips with both ******* **** ****** and ******** ******** ******** (***). Thus I've been a customer for 10 years and have paid at least $20,000 in premiums. For the first time, in December 2021 I needed to cancel the *** trip (value $18,600 approx) because of a fractured leg. So I submitted a claim to the Claims service of ManuLife and that claim has been tied up and is ongoing with Active Claims Management (I have an active BBB complaint with that company at present for which the company *** has not yet acknowledged the complaint with BBB after more than 20 days). This complaint today is now with ManuLife because I booked a 2023 *** ski trip on December 21, 2021 with ManuLife as I usually do each year. However, on May 1, 2022 I realized that the frustration of having a cancellation claim with ManuLife's chosen suppler and the length of time to receive one's payment back is too lengthly (in fact after 6 months the claim has yet to be settled), I decided to cancel and request a refund for the insurance policy for the February 2023. The policy I wish to cancel and to receive a refund is Insurer: Manulife Travel Agency: ******** ********* ****** ***. Policy Number: ********** The amount I paid in December, 2021 is $1,329.62 and my **** card statement shows this supplier: TRVL INS / ***** ****** ******* ** *********************** The resolution of this matter would be for me to receive an immediate refund of the 1,329.62 premium and the actual cancellation of the policy. Note the trip is 10 months in the future of May 1 2022 when I first requested the refund. I am unable to find the address of ********** ******** who sold me the insurance. But the contact information is Wanetta S., ###-###-####. She has refused to issue a refund at this time.

      Business Response

      Date: 27/05/2022

      Good day,

      We have received your complaint in Customer Care.

      I have opened a complaint file for ******** **** and assigned it to a Customer Complaints Investigator for investigation.

      We will communicate directly with ******** **** in regard to this matter.

      Sincerely,

      Randee S.
      Customer Care Team

      Manulife

      Customer Answer

      Date: 27/05/2022

      (The consumer indicated he/she DID NOT accept the response from the business.)
      ManuLife has opened a file in its Customer Care department which is a step in the right direction. I will not be satisfied with the company's response to me until I get a refund for the travel policy that I wish to cancel. Thank you. Until then I would appreciate keeping the BBB complaint file open.

      Customer Answer

      Date: 16/06/2022

      I was satisfied with the refund received from Manulife Financial.

    Manulife Financial Inc is NOT a BBB Accredited Business.

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