Collecting and using personal information is necessary to our business as a financial services provider. Protecting your personal information and respecting your privacy is important to us. For decades, Manulife1 has taken this responsibility very seriously.
We might change this Policy from time to time, but the most current version is always posted here on our website. The last time we updated the Policy was August 2023.
To earn your trust, we follow ten privacy principles. The principles are based on the federal government's Personal Information Protection and Electronic Documents Act. In addition to the Privacy Policy, we have our Online Privacy Statement and our Statement of Voiceprint Password Privacy. Combined, these statements define our commitment to managing your personal information carefully.
1. Accountability
We are responsible for the personal information under our control. We have specific people who make sure that we stay compliant with the privacy principles.
Our Privacy Officer oversees our privacy program, designed to build and maintain trust in our information-handling practices. Protecting the personal information you share with us is vital to our business.
2. Identifying purposes
We explain why we collect the personal information we ask for. When we authorize other parties to collect information on our behalf, they do the same.
What do we use your personal information for?
We may analyze how you use our products and services, including through our websites and other electronic means. This might include your preferences for certain products, demographics, interests and lifestyle activities. If we know this information, we can offer products and services that are more relevant to you.
With this information, we might recommend another Manulife service or product to you. You can ask to be removed from our marketing lists at any time.
Learn more about how we may make decisions based exclusively on an automated processing of personal information. In some cases, automated processing of your personal information helps us to make decisions about your interactions which include some of the following examples:
Where a decision about your relationship with us was based exclusively on an automated processing of your personal information you can:
Please contact Canada_Privacy@manulife.ca to initiate an inquiry.
3. Consent
We need your permission to collect, use, and disclose personal information, with some exceptions. The exceptions are determined by law and can include times where legal, medical, or security reasons make it impossible or impractical to seek consent. You can give consent in writing, as well as verbally, electronically, or through authorized representatives. In certain circumstances, it’s also implied.
4. Limiting collection
We only collect your personal information in fair and legal ways. The information we collect is limited to identified purposes.
Depending on the product or service, we collect specific personal information about you, including:
We only collect the information we need. The type of personal information we gather depends on the type of product or service involved. We might need different information for banking products than we need for insurance or investment products.
We might collect financial information, such as your place of employment, annual income, assets, and liabilities.
If you’re interested in investments or financial advice, we might ask for information about your financial goals and your retirement plans.
If you apply for insurance or group benefits, we might ask for health or lifestyle-related information, such as your occupation, travel history and plans, driving record, or criminal record.
We collect personal information from:
If you don’t want your calls recorded, you can communicate with us in writing instead. You can also request that we respond to you in writing only.
5. Limiting use, disclosure, and retention
We only use or disclose your personal information for the reasons it’s collected. We use it for other purposes you consent to, or when it is required or allowed by law. We keep the information only for as long as we need to, or as required or allowed by law.
Depending on the product or service, we disclose your personal information to:
In some cases, we provide your personal information to people, organizations, and service providers in provinces or jurisdictions within or outside Canada. They are therefore subject to the laws of those provinces or jurisdictions.
When we share personal information with our service providers, they must protect it in ways that are consistent with our privacy policies and practices.
We do not sell your personal information.
Generally, your personal information is limited to those who need it and have a right to it. We use service providers for various services, including: printing, mail distribution, information technology (IT), data storage, administration, marketing, market research, promotions, claims processing, investigation, reinsurance, and paramedical services.
We keep your information for one of the following time periods, whichever is longer:
The types of products and services we offer require us to keep your information for extended periods of time. When personal information isn’t needed anymore, it is destroyed, erased, or made anonymous.
6. Accuracy
Any personal information that we collect, use, or disclose should be as correct, complete, and up-to-date as possible for the reasons it is used.
If your contact information changes, please contact us right away.
We make all reasonable efforts to make sure that the personal information we collect and keep in your file is as correct, complete, and up-to-date as it needs to be for the identified purposes.
We will rely on you to give us accurate information and to let us know about any changes.
7. Safeguards
To protect your personal information from intrusion, release, or misuse, we use security safeguards that match the sensitivity level of the information.
Manulife commits to protecting your personal information from unauthorized access and use. We use physical, organizational, and technological safeguards that are appropriate for sensitivity of the information.
Personal information is protected:
8. Openness
We make information about our privacy policies and how we manage your personal information available to you.
9. Individual access
If you send us a request in writing, we tell you what personal information about you we have, and how we use and disclose it. We give you access to the information, with certain exceptions allowed by law. You may verify the accuracy and completeness of your information and request changes, if appropriate.
You have the right to access and verify the personal information we keep in our files. You may also request corrections to information, if appropriate.
Depending on the circumstances, we can’t always give you access to all the information. There might be a charge for the personal information you request. If this happens, we let you know.
Please contact the Privacy Officer at the address below for more information.
10. Inquiries and concerns
Contact us if you have any questions or concerns about our privacy policies and practices.
Send a written request to the Privacy Officer at the address listed below if you:
If you have a privacy-related complaint, please visit the Resolve a Complaint page on our website or contact us using the information provided below. We respond to privacy-related complaints in accordance with our complaint resolution process. The Privacy Office will work with our complaint handling teams to help ensure your privacy concerns are appropriately addressed.
You may withdraw your consent for us to use your SIN or Business Number for non-tax administration purposes.
Unless allowed by law, you may not withdraw your consent for us to collect, use, keep, or disclose the personal information we need to issue or manage the product and services you use or apply for. We may treat your withdrawal of consent as a request to terminate the product or service.
You may withdraw your consent for us to send you offers for services or products, except for items that we mail with your statements.
If you don’t want to receive our marketing or promotions by mail, you may opt-out. Contact us to remove your name from our mailing lists. After you’re removed from our mailing lists, you aren’t eligible to receive addressed, direct mail offers.
When you opt-out, you still receive information from Manulife, including:
When you contact us to remove your name and address from our marketing mailing lists, we use all reasonable efforts and do our best to remove you in a timely manner.
If you don’t want to receive our marketing or promotions by telephone, you may opt-out. Contact us to remove your name from our calling lists.
When you opt-out, you still receive information from Manulife, including:
When you contact us to remove your name and phone number from our marketing calling lists, we use all reasonable efforts and do our best to remove you in a timely manner.
We need your consent to send you offers or promotions by electronic means, such as email. As our customer, we have your implied consent to send you electronic messages under Canada’s anti-spam legislation, unless you tell us otherwise. You can notify us by using the unsubscribe option included in the email we send you, where applicable.
We remove your name from our electronic mailing lists within ten (10) business days of your request. You still receive electronic communications about the products and services that you have with us.
If you want to withdraw your consent, phone our Contact Centre, or write to the Privacy Officer at the address below.
Chief Privacy Officer
Manulife
P.O Box 1602
Del Stn 500-4-A
Waterloo, Ontario N2J 4C6
Canada_Privacy@manulife.ca
Consumer Markets
1-800-668-0195
Group Benefits
1-800-268-6195
Group Retirement Solutions
1-888-727-7766
Individual Insurance
1-888-626-8543 (in Quebec 1-888-626-8843)
Manulife Securities
1-800-991-2121
Manulife Investments
1-888-790-4387 (in Quebec 1-800-355-6776)
Manulife Mutual Funds
1-888-588-7999 (in Quebec 1-877-426-9991)
Manulife Private Wealth
1-855-283-1853
Manulife Bank of Canada
1-877-765-2265
1 In this Policy, Manulife, we, us, and our mean The Manufacturers Life Insurance Company— Canadian Division operations, Manulife Securities Inc., Manulife Securities Investment Services Inc., Manulife Securities Insurance Inc., Manulife Asset Management Limited, Manulife Assurance Company of Canada, First North American Insurance Company, Manulife Bank of Canada, and affiliates of these entities. You and your mean individuals whose personal information we are collecting, using, and disclosing.
Stocks, bonds and mutual funds are offered through Manulife Securities Incorporated. Confido Wealth Management Group is a trade name used for securities related business. Insurance products and services are offered through Manulife Securities Insurance Inc. Banking products and services are offered by referral arrangements through our related company Manulife Bank of Canada.
This calculator is for illustrative purposes only and should not be relied upon as an accurate indication of your financial retirement needs. As each individual’s situation is different and changes over time, the results are limited by the accuracy of the assumptions you make in providing the information used in the calculation. I (we) do not guarantee that this calculator is reliable, accurate or complete or that it will be compatible with your computer.
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