In June I received an email from Manulife where they mentioned numerous attempts to contact me although I never received any mail from Manuife.
This time they emailed me 2 forms: Claimant Statement and Attending Physician Update.
In the email they say: “… your benefits are being paid to July 31, 2025 pending receipt of the requested information. If we don’t receive it by August 19, 2025, no further benefits will be paid and your file will be closed”.
Also in the Attending Physician’s Update form there is a note:
NOTE: THE PATIENT IS RESPONSIBLE FOR ANY CHARGE MADE FOR THE COMPLETION OF THIS FORM, IN THE PROVINCES WHERE APPLICABLE.
My questions are:
What do they mean by “your file will be closed”? Will I be able to appeal their decision after they close my file and reinstate my benefits?
Am I responsible for Attending Physician’s Update form fee? What if I cannot afford to pay it?
The file will be closed means that they will no longer pay you if you don’t submit the forms. You could probably appeal (I don’t know) but I’d just make every effort to send them what they are looking for before the deadline.
I’ve always had to pay for the attending physician’s update fees. Last time they sent form to all 5 of my doctors and I had to pay 5 fees.
“Your file will be closed” it just means they are no longer paying your benefits and actively managing your claim. You 100% have the right to appeal that decision and they will “reopen” your claim to do the appeal. I think this language of “closing claims” is misleading and I wish the insurers would stop using it.
Yes, claimants are always responsible for paying for updated forms required by the insurer. If you can’t afford to pay it they can close your claim for lack of evidence or providing required forms.
David Brannen
Disability Lawyer with Resolute Legal
The response posted above is based on the limited factual information made available and is not intended as a full and complete response to the question. The only reliable manner to obtain complete and adequate legal advice is to consult with a lawyer, fully explain your situation, and allow the lawyer enough time to research the applicable law and facts required to give an adequate opinion. The basic information provided above is intended as a public service only, a full one-on-one discussion with a lawyer should be done before taking any any action. The information posted on this forum is available to the viewing public and is not intended to create a lawyer client relationship with any person. If you want one-on-one advice, please click here to request a free consultation or call toll free 1-877-917-7050 to speak with a member with our disability claim support team.
Probably Canada Post and it went missing. You need to get your doctor to fill it out asap and yes you are responsible to pay for it. You’re likely permanent and this is the once a year update basically asking if you’re alive still.
1.Send an email right away saying you never recieved any correspondence from them prior to the email they sent about the forms.
2.Make sure the have the proper address on file.
Notify them in that email you are getting the forms completed as soon as your physician’s availability allows.
Every policy is different, and you likely have to pay for the it to be filled out. It’ll be cheaper than losing your LTD payments if they “close” your claim. My LTD contract is silent on who pays for doctor forms. I initially paid for my forms to be filled out, but my insurer seems to pay for any update forms directly to my physician.
