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Home » About Us » Advocacy » National » Manulife Insurance Discussions
Thursday, 26 January 2012 00:00

Manulife Requests Massage Therapy Members' Information

As many of you know, NHPC has been in conversations with Manulife regarding their recent policy change requesting NHPC Massage Therapy members’ information. NHPC continues to look for solutions to this issue that will meet the needs of all parties. In the meantime, please ensure that you are complying with Manulife policies.

Manulife has requested that NHPC Massage Therapy members send in the following:

  • Description of your schooling
  • Copy of your diploma
  • Description of continuing education
  • Number of years of hands on experience within your practice

Manulife has requested that this information comes from the NHPC member. Due to privacy legislation, NHPC is not able to provide this information to Manulife on your behalf.

These documents are to be sent to:

Manulife Financial
Technical Services Department GB-A
Re: NHPC Practitioner Eligibility
380 Weber Street N
Waterloo, ON N2J 3J3

Fax: 519-883-0761
Email: ehc.wat.referrals@manulife.com

Questions regarding the information required can be directed to Manulife at 519-747-7000 ext. 238109.

In order to save your clients the inconvenience of having their claims rejected by Manulife, we encourage NHPC Massage Therapy members to be proactive and send this information to Manulife so that an assessment can be done to determine eligibility.

Read the Manulife Letter to NHPC


 

Comments

 
+4 # Fed Up with Manulife 2012-01-11 12:58 As a patient who is dealing with Manulife rejecting my NHPC provided massage claims, I can tell you that Manulife is insisting on a very full package of information - right down to a copy of the practioner's diploma. The information required is daunting and I am now giving up on these claims as it is not worth the inordinate amount of time spent dealing with Manulife. Since I can't switch insurance companies, I stop using my NHPC practioner - would prefer not to but after having to pay out the last few massages myself, financial choice being made. Very displeased with Manulife. Reply | Reply with quote | Quote
 
 
+1 # Terry 2012-01-16 14:34 I just received my rejected claim from Manulife. They authorized the first visit but rejected the second unless I provide the detailed package described. NHPC practitioner is just as good as others. I would recommend calling your HR Department to ensure they are aware of the problem. Reply | Reply with quote | Quote
 
 
0 # Nadine Noseworthy 2012-01-27 04:09 Hi Terry, I'm sorry for the trouble you are having. We are aware, and you probably have received a letter from us by now. I have a more detailed response below for everyone who has been posting on here.

Cheers,
Nadine @ NHPC Reply | Reply with quote | Quote
 
 
+13 # vlad 2012-02-11 10:18 Dear NHPC. I dont understend your position. By encouraging us to submit our credentials to Manulife, you basically delegate the regulation of Massage therapist occupation to Manulife and let them decide who is eligible and who is not, If you are not going to protect us and leave us to solve that problem our self, without even knowing what criteria Manulife will use to make eligibility decision, then you should refund all our membership fees with your deep apology for not meeting your members expectations. Reply | Reply with quote | Quote
 
 
0 # Claire Ashton 2012-02-13 07:32 Dear Vlad:
Thank you for taking the time to share your thoughts. My first comment would be that NHPC is not 'delegating the regulation of massage therapists to Manulife'. Manulife is a very large private corporation and it is within their rights to make internal policies and decisions.

We agree with you - Manulife should absolutely tell all of us what criteria they are using to make eligibility decisions and we have asked them for this information repeatedly. We encourage you to contact them and add your voice to that request. It is our understanding that Manulife's criteria for '2200-hour equivalency' is very relaxed and not as stringent as NHPC's requirements for '2200-hour equivalency'. Reply | Reply with quote | Quote
 
 
+17 # Dawn Selinger 2012-01-19 13:56 I've also have had two client's so far had their massage claims refused by Manulife Insurance. Manulife has also requested a copy of my diploma of which I've give to them. What has happened recently that they have chosen to now refuse claims that were otherwise being accepted by the same Massage Therapist. Unless something happens soon with Manulife we are going to lose more clients. This is where the NHPC has put a stop to this as it tarnishes our members. I find this extremely upsetting and Manulife has no right to ask for personal information from us and should contact the NHPC directly. This may be the beginning of the other insurance companies following Manulife if they continue this selective processing of Massage practitioners for their policy holders. Are we being looked after by our association or not? NHPC member and Massage Therapist Reply | Reply with quote | Quote
 
 
0 # Sima 2012-01-21 13:12 I had no problems claiming my massages through Manulife last December. Reply | Reply with quote | Quote
 
 
+8 # frustrated!!! 2012-01-26 00:24 well !!!
1…IF you buy the the personal insurance thru NHPC to cover yourself it is manulife, why would i want to keep that insurance when all of a sudden my credentials mite not be good enuff ?
2… we all know that time is very valuable,especi ally if u are busy…who is gonna pay me for the time to go and collect all this information for manulife, when its is all readily available thru my governing body NHPC.
3 NHPC says i have the credentials to practice as a RMT, why is it that an insurance company that our clients pay into faithfully each month has the ability to question this…the client pays to have coverage
4..are all practices ie) chiropractor, doctors, dentists etc being questioned?? or is it again just the RMT's..to submit to any insurance company u need your registration number from your govering body for the client to be reimbursed…that is provided on every receipt. that should be more than enough info to know that i am registered Reply | Reply with quote | Quote
 
 
0 # Nadine Noseworthy 2012-01-27 03:53 Hi there, We can certainly understand your frustrations with this issue and would like to assure you we are doing everything we can to rectify the situation with more information listed below. Regarding your first point about personal insurance with NHPC and Manulife, NHPC members are covered through AON for liability and CGL, not Manulife, and we have no health coverage offered through Manulife. Reply | Reply with quote | Quote
 
 
+11 # This is ridiculous 2012-01-27 03:22 I agree 100% with Dawn!! We put in time and money to keep up with our continuing education credits to even continue to be a NHPC member, so I think as long as NHPC approves us then so should insurance companies. This could unfortunately be the start of other insurance companies following suit, and unfortunately if we have to prove ourselves to every insurance company, then what would be the point of being an NHPC member? I am not ok with indulging personal information to every company and I'm happy NHPC cannot give out our personal information but I think that as long as we are a standing member of NHPC that's proof enough. Reply | Reply with quote | Quote
 
 
0 # Nadine Noseworthy 2012-01-27 03:53 Thank you all for contacting the NHPC regarding Manulife's Massage Therapy recognition policy.

Manulife has determined to undertake their own internal assessment of massage therapists and NHPC must honour Manulife's decision.

If you have questions or concerns regarding this Manulife policy, we encourage you to contact Manulife directly by phone at 519-747-7000 ext. 238109 or by email at ehc.wat.referrals@manul ife.com.

If you have experienced any financial loss as a result of this Manulife policy, please forward an email outlining that loss to cashton@nhpcana da. NHPC will be using this information in conversations regarding recent policy changes by insurance companies.

Thanks,
Nadine @ NHPC Reply | Reply with quote | Quote
 
 
+8 # Jennifer Kothke 2012-01-29 14:03 unacceptable! Reply | Reply with quote | Quote
 
 
0 # Tammy Olson 2012-01-30 00:51 this is exactly what manulife wants…they want us to not accept manulife client or start a fight abut due to the fact that they dont want to pay out for massage,because ppl are ACTUALLY using their benifits (imagine that)…again the client pays for that coverage and manulife should be HONOURING just that. Reply | Reply with quote | Quote
 
 
0 # POed 2012-03-15 10:16 I agree with Tammy. The insurance company(ies) can claim all they want that they are just protecting thier customers, but I just don't buy it. In the 15 years I have been in practice, the amount of clients asking for reciepts for insurance claims has gone up ten fold easily. They are trying ot make it more difficult for people to use that portion of thier benefits. It's all about the big buck, period. Reply | Reply with quote | Quote
 
 
+2 # Rosanne Smith 2012-03-28 11:54 that is exactly right! According to a recent television show, Manulife doesn't honour the travel insurance they sell, either, which reminds me, I need to change my life insurance company. This is a great example of big companies bullying the little guy. Help us NHPC! Reply | Reply with quote | Quote
 
 
+2 # Tammy Olson 2012-01-30 01:11 one other thing…manulife says at all cost they will protect the privacy of thier cliients…

HMMM what about my privacy, do i have none??? Reply | Reply with quote | Quote
 
 
0 # Adeel 2012-01-30 09:23 Hi
I was unaware of this Manulife situation bu it started at Great West Life as well. I received massage service from a NHPC registered therapist and submit my claim to Great West life. They rejected and said this qualification is not recognised.

Any solutions please. Reply | Reply with quote | Quote
 
 
+1 # Anne 2012-02-08 04:58 This issue of insurance has been an ongoing frustration for many of us in the massage modality of myomassology. It is interesting to me that many extended health benefits DO cover myomassology under their 'massage benefit'. But the big ones, which are used by municipal government and services (Great West Life, Sun Life, Greenshield) do not accept myomassology. I am told that it is because I am in a regulated province (ontario) - I do not belong to the CMTO, but to NHPC. It is an uphill battle of education, advocacy and understanding. I have some clients that continue to come because they choose myo - some are not able to come due to costs - others have given letters to their HR department. Thank you NHPC for doing the work that you are doing toward resolution. I sent my credentials for review to ManuLife - I'll see where that gets me!
Yours in health & happiness,
Anne Reply | Reply with quote | Quote
 
 
0 # Claire Ashton 2012-02-08 05:23 Adeel:
Without knowing the specifics of your situation it is impossible to provide you with a correct solution. However, it may be that the practitioner you saw is not registered with NHPC as a massage therapists but rather registered for some other modality. It is also possible that the health benefits do not cover the modality that you submitted your receipt for. My suggestion is to contact GWL directly and ask them for more specifics. Reply | Reply with quote | Quote
 
 
+11 # Kristen Nicholls 2012-02-15 06:53 I am failing to understand the point of submitting information to NHPC to validate my credientials and then being forced to forward this same information to an insurance company. Why am I required to do what I pay membership dues for? Should I be seeking a new association? Reply | Reply with quote | Quote
 
 
-3 # Nadine Noseworthy 2012-02-21 02:09 Hi Kristen:

My apologies for the delay in responding to your post.
It is our understanding that Manulife's new policy is designed to confirm 2200 hours of initial training or a "2200 hour equivalency" through initial training or combination of training/experience. As you know, NHPC's Massage Therapy Competency Assessment Process (MTCAP) is designed to do the same thing. Manulife has indicated to the NHPC that they are interested in finding solutions to this problem - so that both organizations are not assessing '2200 hour equivalency' - and that a key issue for them is negative information that has been shared with them regarding the NHPC 's MTCAP. NHPC is reviewing the MTCAP to ensure that it is meeting the highest standards and is working on adjusting the program (if need be) so that it meets the needs of more insurance companies and we are getting close to that resolution.

As always, the staff at NHPC will continue its commitment to upholding the highest standard of membership services and continues to resolve issues and remove barriers that are, from time-to-time, encountered. Reply | Reply with quote | Quote
 
 
+3 # Cindy Brown-Hilkewic 2012-02-17 10:18 I'm wanting to join NHPC again, however very concerned about the above comments re: Manulife/Insurance companies. I noticed one comment that Manulife requires 2200 hrs. I'm a 1000 hr diploma graduate. Does that mean under 2200 hrs credentials aren't recognized and if so what is the point of becoming Registered then? Reply | Reply with quote | Quote
 
 
0 # Nadine Noseworthy 2012-02-21 04:44 Hi Cindy:

A few things:
1) All insurance companies and most municipalities require that you are a member in good standing with an association - and often that association is the NHPC. Most will also require that you have the medical malpractice insurance provided with your NHPC membership
2) Only some insurance companies are requiring '2200-hours' of initial training or a '2200-hour' training equivalency. Not all insurance companies have this requirement
3) For those insurance companies that do have the '2200-hour' requirement for massage therapists, NHPC developed the Massage Therapy Competency Assessment Process (MTCAP). To date - Manulife is only one insurance company that is not accepting MTCAP and NHPC is working hard to adjust the MTCAP (if necessary) to meet Manulife's requirements.
4) NHPC is proud to announce that we have proposed a $1500 Holstic Health and Tax Credit (see the Feb eNews). With all of us working towards getting the government to accept this Tax Credit, coverage by insurance companies will become less important.

I hope this answers your questions. If not, please let us know. Reply | Reply with quote | Quote
 
 
+7 # Michelle 2012-02-18 01:52 This is horrible, I will not send any insurance company any information about myself. I have paid my membership dues and if this Association does not cut it for Insurance then I want my money refunded. Reply | Reply with quote | Quote
 
 
0 # Nadine Noseworthy 2012-02-21 06:14 Hi Michelle,

It is not a requirement that you send Manulife any of your information. Manulife's policy is to only reimburse massage therapists who have '2200 hours' of training. Manulife's new policy is designed to confirm 2200 hours of initial training or a "2200 hour equivalency" through initial training or combination of training/experience. If you have '2200 hours' of initial training, Manulife will reimburse your clients receipts without the credential assessment.

As you know, NHPC's Massage Therapy Competency Assessment Process (MTCAP) is designed to do the same thing. Manulife has indicated to the NHPC that they are interested in finding solutions to this problem - so that both organizations are not assessing '2200 hour equivalency' - and that a key issue for them is negative information that has been shared with them regarding the NHPC 's MTCAP. NHPC is reviewing the MTCAP to ensure that it is meeting the highest standards and is working on adjusting the program (if need be) so that it meets the needs of more insurance companies. We are getting close to that resolution. Reply | Reply with quote | Quote
 
 
+11 # Unacceptable 2012-02-21 03:45 Why are we encouraged to contact Manulife if we have problems with this new system? My problem isn't with Manulife, my problem is with my association not being the middle man and providing this information to them. Is that not what part of our association dues are meant for? To have our association act on our behalf? Reply | Reply with quote | Quote
 
 
-1 # Nadine Noseworthy 2012-02-21 06:15 NHPC has been prohibited from sharing your private information with Manulife due to Privacy Regulations. However, this is one of the issues that we are currently looking at in resolving the issue. It may be that NHPC will need to get special permission from members in order to share the information with Manulife. We are looking at a number of options.

It is our understanding that Manulife's new policy is designed to confirm 2200 hours of initial training or a "2200 hour equivalency" through initial training or combination of training/experience. As you know, NHPC's Massage Therapy Competency Assessment Process (MTCAP) is designed to do the same thing. Manulife has indicated to the NHPC that they are interested in finding solutions to this problem - so that both organizations are not assessing '2200 hour equivalency' - and that a key issue for them is negative information that has been shared with them regarding the NHPC 's MTCAP. NHPC is reviewing the MTCAP (and other issues) to ensure that it is meeting the highest standards and is working on adjusting the program (if need be) so that it meets the needs of more insurance companies. We believe that we are getting close to that resolution. Reply | Reply with quote | Quote
 
 
+2 # Christy 2012-03-04 21:15 My patients had their claims rejected in December and January. I called Manulife (Bonnie) for my status update and I was informed to advise my patients to resubmit their claims and they will be reimbursed. No further claims will be rejected until Manulife finds a solution to their registry process for Registered Massage Therapists only with the NHPC. I was also informed that Massage Therapists and Manulifes' clients will be informed if their claims will be rejected prior to any future claim rejections. Reply | Reply with quote | Quote
 
 
+5 # Christy 2012-03-04 21:16 comment continued:
The issue Manulife has is that they do not recognize Natural Health Practitioners, only Registered Massage Therapists. Using our NHPC designation does not distinguish who is a Registered Massage Therapist and who is a Natural Health Practitioner. This is a reasonable concern for insurance companies and I am sure we will see more insurance companies following suit with the same issue.

A possible solution may be to provide an addition designation to our NHPC designation which will assist the insurance industry to identify who the Registered Massage Therapists who meet the MTCAP criteria are. Reply | Reply with quote | Quote
 
 
0 # POed 2012-03-15 10:45 Thanks, Christy, this will make it a little easier to sleep…maybe. But what I'm getting from the NHCP is that they are in the process of revamping our MTCAP to the point where it may later include a written test AND a practicle exam. If my "credencials" are found satisfactory by Manulife, will that be enough for the NHCP, or am I going to have to take time off work, travel to a test site (I live in a mountain resort), pay for a hotel/food etc? Will the NHCP be doing anything to help us prepare for these exams? Nadine…? Reply | Reply with quote | Quote
 
 
-1 # Kevin 2012-03-05 01:02 I got my claim rejected by Sun Life. The explanation is that the practitioners registered by NHPC does not need the required 2200 hours of formal training. Is that true? Does NHPC have lower training standards/requirements than other associations?

Kevin Reply | Reply with quote | Quote
 
 
0 # Nadine Noseworthy 2012-03-05 03:50 Hi Kevin, It's difficult to comment on your specific situation without all the info. SunLife does in-fact accept NHPC Members with 2200 hrs of formal training, and those NHPC members who have achieved MTCAP equivalency. Reply | Reply with quote | Quote
 
 
+1 # Paul 2012-03-15 02:23 After submitting my personal massage information 5 times by mail and once by fax to ManuLife, I am in their system.

Apart from the inconvenience to my clients and myself, I am concerned that 4 of the submissions and the fax were misplaced by ManuLife. I hope that other personal information that ManuLife handles from their clients does not go astray quite as easily. Reply | Reply with quote | Quote
 

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