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
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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.
Last time my doctor submitted Attending Phisician Update was more than 8 years ago. I used to see a psychiatrist from 2015 to 2020. She filled out all the forms. But from 2021 to 2025 Manulife only asked me to submit Claimant Statement. There was no request for my doctor to fill out the forms.
I don’t see my psychiatrist any more as she works in a different field now. I see specialists once in a while for an update then I follow my regular treatment plan and do online group therapy.
I noticed that my case file was transferred to a local Manulife office. I guess they decided to request Attending Phisician Update. It is quite unexpected for me and my doctor.
My doctor needs an update from specialists (psychiatrist, neurologist, etc.) He has sent referrals to different specialists for more information. It will take 2-3 or more month to get all the neccessary information. But the deadline for me to submit Attending Phisician Update before Manulife closes my case file is August 19, 2025.
What should I do? Should we send the forms to Manulife anyways? Or should I just notify Manuife that my doctor is waiting for an update from specialists? Will they be ok by my doctor’s decision to get more information before completing the forms?
Yes you must respond before the deadline. You have a duty to provide updates but they also have a duty to be reasonable in the medical review. What I would do is write a letter to the case manager saying
1 my disability is continuing despite treatment
2 I saw my doctor on (date). My doctor has started the update but advised that they need to consult with my specialists in order to complete the form. My doctor estimates that a response from the specialists will not be available for 2-3 months
3 Accordingly I will provide you with another update at that time. I trust that this approach is acceptable to you
My policy says I have to pay my doctor for the forms. I paid for the initial application but when it was time for the update I was having such a difficult time getting the doctors office to send me the completed form and take payment (during covid) that my case manager ended up getting involved and the insurance company paid for it. They paid for every update after that. But I think it might have been exceptional. However just to say they do have the ability to do it if they want to.
