Policy Service Guide PERSONAL ACCIDENT DISABILITY INSURANCE AND CASH HOSPITAL

Policy Service Guide PERSONAL ACCIDENT DISABILITY INSURANCE AND CASH HOSPITAL

Table of Contents Address Changes 3 Beneficiary Changes.. 3 Banking Changes 3 Cancelling a Policy or Coverage. 5 Name Changes 6 Change of Occupation.. 6 Reinstatements... 7 Policy Termination.. 7 Lost Policy.... 7 Maximum Benefit Reduction at Age 70.. 8 Daily Policy Activity Reports.... 8 Appendix Policy Service Forms... 9 2

Address Changes Requirement: Alert Broker Services Advisors can call Broker Support at 1 877 654-2757 or email at am_brokersupport@manulife.com or advise your client to call 1 888 477-5450. Ensure all correspondence clearly states the Primary Insured s name and policy number. Ensure you include policy number and Primary Insured s name, complete new address including postal code, apartment number, and telephone numbers with area code. Beneficiary Changes Requirement: Beneficiary Designation Form Complete Beneficiary Designation Form (Appendix A). Fax to 1 800 521-2396 or send to: Regular Mail PO Box 670 Stn. Waterloo Waterloo ON NJ24B8 Courier 500 King Street North Waterloo ON N2J 4C6 Banking Changes For changes to an existing payment method if your Client is the Account Holder, including: Change to Pre-Authorized Debit (PAD) Change of Withdrawal Day Change to Credit Card Payment Change of Credit Card We require 10 business days prior to next scheduled payment to change payment method. Payments can be made by pre-authorized debit or credit card. Requirement: Alert Broker Support All updates can be made by calling Broker Support at 1 877 654-2757 or advise your client to call 1 888 477-5450. must receive notification 10 business days prior to the next withdrawal date to ensure the PAD will be updated for the month. For changes to an existing payment method, if your client is not the Account Holder Requirement: Payment Authorization Plan Form The Payment Authorization Plan Form (see Appendix A) must be completed and faxed to 1 800 521-2396 or sent to: Regular Mail PO Box 670 Stn. Waterloo Waterloo ON NJ24B8 Courier 500 King Street North Waterloo ON N2J 4C6 3

For changes in payor or payment method, including: Change of Bank Account Change From One Payment Method to Another Change From One Account Holder to Another Requirement: Payment Authorization Plan Form & Void Cheque if applicable must receive notification 10 business days prior to the next withdrawal date to ensure the PAD will be updated for the month. All updates can be made by completing the Payment Authorization Plan Form (see Appendix A) and faxing to 1 800 521-2396 or sending to: Regular Mail PO Box 670 Stn. Waterloo Waterloo ON NJ24B8 Courier 500 King Street North Waterloo ON N2J 4C6 Note: For changes to bank account information, be sure to include a new void cheque with the Primary Insured s name and policy number in the memo field. This voided cheque can be mailed to the address above along with the Payment Authorization Plan Form or faxed to 1 800 521-2396. 4

Cancelling a Policy or Coverage Important Information: Do not recommend Stop Payment on the PAD withdrawals. This is an additional cost to the client and also does not always stop the withdrawal if the amount is not stated exactly. Advise Manulife of the client s intent to cancel. A 30 day premium restrict will be placed on the policy upon notification. Debits will resume if the written request is not received within 30 days. Requirement: Letter requesting cancellation signed by the Primary Insured/Owner Advise the client that a written request to cancel the policy must be sent directly to. Ensure that the letter includes the Primary Insured s name, policy number(s) and is signed and dated. The request should be faxed to 1 800 521-2396 or sent directly to: Regular Mail PO Box 670 Stn. Waterloo Waterloo ON NJ24B8 Courier 500 King Street North Waterloo ON N2J 4C6 The Primary Insured/Owner can cancel their policy at any time by providing written cancellation request to. Written Cancellation Process: The policy is cancelled within 10 business days of receipt of letter. Polices on a monthly pre-authorized debit or credit card payment will be If your client is providing cancelled effective the next anniversary date following the date the written cancellation, the company receives the request. policy will be cancelled Policies on an Annual premium mode will be cancelled effective the next within 10 business days. monthly anniversary date after the request is received. Premium refunds will be processed 30 days following cancellation to provide the Advisor with an opportunity to conserve the business. An Advisor alert is sent the same day the policy is cancelled. A copy of the cancellation letter will be attached to the Advisor Alert ONLY if the Client wishes not to be contacted by the Advisor. If the client decides to keep the insurance after he/she has already sent in a letter requesting the cancellation, a Reinstatement Declaration must be completed and forwarded with any outstanding premium. *See section on Reinstatements Verbal Notification: If notification of intent to cancel a policy is received via a telephone call to We will provide the Advisor Broker Support at 1 877 654-2757, a Premium Restrict will be placed on with an alert of any cancelled the policy to inhibit PAD withdrawals or credit card billing for 30 days only. policies giving the Advisor an Client/Advisor is advised that a letter must be received by the company opportunity to conserve the within 30 days or the PAD withdrawals/credit Card billing will resume. business. Any outstanding premiums will be automatically withdrawn at that time. If call is from a client, an Advisor Alert is forwarded to the Advisor the same or next business day. This provides the Advisor with an opportunity to conserve the business. 5

Name Changes Requirement: Letter from the Primary Insured The letter must include the current name, new name and both signatures. The letter should be faxed to 1 800 521-2396 or sent to: Regular Mail PO Box 670 Stn. Waterloo Waterloo ON NJ24B8 Change of Occupation Courier 500 King Street North Waterloo ON N2J 4C6 Any change in occupation may affect the Insured s job classification resulting in a change in premium. This change must be communicated to Manulife immediately. Requirement: Letter from the Primary Insured The client must advise the company of any change in occupation in writing, which may affect his job classification or risk/premium rates. The letter should be faxed to 1 800 521-2396 or sent to: Regular Mail Courier PO Box 670 Stn. Waterloo Waterloo ON NJ24B8 500 King Street North Waterloo ON N2J 4C6 Based on the information provided to, the premium may decrease/increase. If the change in occupation affects the premium, a letter and new policy summary will be sent to the client. 6

Reinstatement 0 to 30 days from the last premium due date: Requirement: Outstanding premium Client is covered up to 30 days under the grace period, unless the client has requested cancellation. The premium will be applied to the policy 31 to 60 days from the last premium due date: Requirement: Outstanding premium Client is not covered by the policy after the 30 day grace period. Upon receipt of the outstanding premium the policy will be automatically reinstated. Manulife will allow a period of 31 days of grace for the payment of any premium during which the policy remains in effect. 61 to 90 days from the last premium due date or after sending a cancellation request: Requirement: Reinstatement Declaration and outstanding premium The policy has lapsed and the client is no longer covered by the policy. The company will reinstate the policy subject to the above requirements. If the policyholder cannot sign the Reinstatement Declaration (see Appendix A) in view of changes in circumstances, a new application must be submitted. 91 days from the last premium due date: Requirement: new application and 1 monthly premium Coverage under the existing policy is terminated and cannot be reinstated. Policy Termination Your Client s coverage will terminate on the earliest of the following dates: 1. the expiry date for such coverage 2. the date a written request for termination of the policy is signed by your Client and is received by Manulife, 3. the date the grace period expires, 4. the date your Client ceases to be a permanent Canadian resident, or 5. upon the death of your Client. Upon death, have your client s beneficiary notify Manulife immediately. The policy will terminate at the policy anniversary following the date of death. Premiums repayment will be assessed. Lost Policy Requirement: Lost Policy Declaration Form Manulife cannot reproduce lost policies unless authorized to do so. If your Client loses their copy of their policy document, they can obtain a new one after they complete and submit the Lost Policy Declaration Form (see Appendix A) to Manulife via fax at 1 800 521-2396 or mailed to: Regular Mail PO Box 670 Stn. Waterloo Waterloo ON NJ24B8 Courier 500 King Street North Waterloo ON N2J 4C6 7

Maximum Benefit Reduction at Age 70 On the policy anniversary date following your Client s 70 th birthday, the monthly aggregate Total Disability benefit under 24 Hour Compensation will be reduced to a maximum of $1,000. The monthly benefit and premium will be adjusted and written notice with the new policy will be forwarded to the client. In many cases, coverage, premiums, and commissions will decrease. Advisors will be copied on all correspondence to the Primary Insured when the maximum benefit is reduced at age 70. Daily Policy Activity Report The Daily Policy Activity report is a summary of various activities that have taken place on your block of business including: not sufficient funds on pre-authorized withdrawal, over due premiums, policy expiration etc. It is important to both review these reports frequently and take action with your Clients accordingly. The daily policy activity report is a summary of various activities that have taken place on your block of business. It is important to both review and act on the information provided in this report. Below is a list of activities that will generate The Daily Policy Activity Report: We will provide the Advisor with a Daily Policy Activity Report when applicable. Debit/Cheque Returned will be re-deposited Not Sufficient Funds (NSF) A pre-authorized withdrawal has been returned NSF we will process a double withdrawal on the next premium due date. Debit/Cheque Returned Not Sufficient Funds (NSF) If the above appears on the report twice for the same policy number for 2 different due dates, this indicates that the double withdrawal has been returned and the policy is in danger of lapsing. Debit/Cheque Returned All other reasons except NSF The pre-authorized withdrawal has been returned as a result of Stop Payment, Account Closed, Cannot Trace. A replacement cheque must be obtained from the client. Overdue Premium Notice Annual Premium Annual premium is overdue. The policy is in danger of lapsing. Policy Expiry in 60 Days The entire policy is due to expire in 60 days. Coverage needs to be written after 90 days when annual premium is overdue. Coverage Expiry in 60 Days A plan or rider on the policy is due to expire within 60 days. Notification including premium recalculation will be sent to the policy holder and the Advisor will be copied on this correspondence. 8

Appendix A Policy Service Forms 9

Personal Please send the Accident completed form Department to: Suite For Regular 1600, Mail: 5650 Yonge For Courier: Street Toronto, Ontario M2M Manulife 4G4 Financial P.O. Box 670 Stn Waterloo Waterloo, ON N2J 4B8 Fax: 1 800 521-2396 500 King Street Waterloo, ON N2J 4C6 Beneficiary Designation OWNER S NAME ADDRESS POLICY NUMBER(S) PRIMARY INSURED FIRST NAME INITIAL LAST NAME The undersigned hereby revokes any beneficiary designation previously made in respect to the proceeds payable on the death of the Primary Insured under the above policy(ies) and directs that such proceeds be paid to: Note: For contracts signed in Quebec, the designation of the spouse is irrevocable unless otherwise specified. Primary Beneficiary or Beneficiaries First Name Last Name Percentage Relationship to Primary Insured Revocable Irrevocable Secondary Beneficiary or Beneficiaries First Name Last Name Percentage Relationship to Primary Insured Revocable Irrevocable If more than one beneficiary is appointed, proceeds will be payable in equal shares unless percentages are specified. Signed at this day of, 20. Witness other than Beneficiary Signature of Owner Signature of Irrevocable or Preferred Beneficiary, if applicable Signature of Owner For Head Office Use Only Recorded and filed at the office of which assumes no responsibility as to the sufficiency or validity of this document. Date Authorized Official (03/2002)

Lost Policy Declaration Affidavit Lost Policy and Declaration Agreement Affadavit and Agreement T P 2 T T F Please send the completed form to: For Regular Mail: For Courier: P.O. Box 670 500 King Street Stn Waterloo Waterloo, ON N2J 4B8 Waterloo, ON N2J 4C6 Fax: 1 800 521-2396 P.A. Policy No. Primary Insured: On the Life of Date of Birth Day / Month / Year Notice is hereby given to The Manufacturers Life Insurance Company (), herein called the Company, that the above mentioned policy is lost, in evidence thereof, the undersigned gives herein, without reservation, all relevant information including answers to the following questions: 1. Has the policy ever been bargained, sold, pledged, hypothecated, transferred, assigned or set over in whole or in part to any Company, Corporation, Association, Party or Person as collateral security or otherwise? Yes No If yes, provide details below 2. Has any claim or demand ever been made in any manner against the policy or has any trust or charge been impressed upon it by any Person, Party, Parties, or Court of Law? Yes No If yes, provide details below 3. Was the policy ever in the possession (or is it now in the possession) of any Party, or Person such as a Beneficiary, Assignee, Trustee, Attorney or otherwise? Yes No If yes, provide details below 4. When did you first discover the loss of the policy? Describe circumstances under which the said contract was lost or state your reason for believing it is lost. Question No. If you answered YES to any of the above questions, please provide details below. I hereby declare, that the statements herein contained are true and complete to the best of my knowledge and belief. I further convenant and agree, for myself, my Executors, Administrators and Assigns, to indemnify and save harmless the Company from all clients, suits, damages, costs, charges and expenses, including counsel fees, by reason of the said Policy being in the hands of any Party or Parties other than myself. The Company is hereby requested to issue a replacement policy. If a replacement policy is issued, it is hereby understood and agreed that its issuance shall be deemed to be a full satisfaction and discharge of the original Policy, which has been lost. It is further agreed that if the original Policy is found anytime hereafter, it shall be returned immediately to the Company. Owner Witness Signed at Date 20 The company reserves the right to withhold the issuance of a Replacement Policy until it has received evidence to its satisfaction that the original contract is lost or destroyed. A AF0369B (06/10)

PAYMENT AUTHORIZATION PLAN Select one method of payment. Monthly: Visa Mastercard American Express Debits/Billing shall be drawn on the (day of the month): 1st 15th Annual: Visa Mastercard American Express Pre-Authorized Debit (PAD ) Pre-Authorized Debit (PAD) Other ( 1st to 28th only) Please send the completed form to: For Regular Mail: For Courier: P.O. Box 670 500 King Street Stn Waterloo Waterloo, ON N2J 4B8 Waterloo, ON N2J 4C6 Fax: 1 800 521-2396 Credit Card Option Payment Information & Payment Authorization I/We hereby authorize to make a withdrawal from my/our account on the day selected above in which insurance premiums are due. This authorization may be terminated by either Manulife Financial or by me/us through written notice. may terminate coverage or change the method of payment to another qualifying method should a withdrawal be refused for any reason and the financial institution shall in no way be held liable should such an event occur. Credit Card Number: Expiry Date: Name of Cardholder Signature of Cardholder Second Signature if Joint Credit Card Account Dated (dd/mm/yyyy) Pre-Authorized Debit (PAD) Payment Information & Payment Authorization Transit Number Institution Number Bank Account Number Financial Institution Address (street number and name) (city/town) I/We authorize to withdraw the initial premium and any future premiums monthly on the date noted above or the next business day thereafter, or on the date of draw required for annual payment basis, if selected, or the next business day thereafter. Withdrawals from my/our account may be for variable amounts and may change in accordance with the insurance contract or as required to administer the policy. I/We waive the right to receive 10 days notice of the amount and date of each automatic withdrawal from my/our account. If my/our bank or financial institution does not honour an automatic monthly or annual withdrawal the first time it is presented for payment, may attempt to withdraw that payment again within 30 days. reserves the right to ask me/us for an alternate method of payment if my/our payment is not honoured. All one-time or automatic withdrawals from my/our bank account will be treated as personal withdrawals as defined by the Canadian Payments Association in Rule H-1. Premium amounts may change in accordance with my/our insurance contract. I/We and/or can end this agreement at any time by giving 10 days written notice. I/We understand that cancelling this PAD agreement may result in a loss of insurance coverage unless receives another form of payment. Any refund of premium paid pursuant to this authorization shall be made to the policy owner. I/We may obtain a sample cancellation form by contacting your financial institution or through www.cdnpay.ca. For any questions about withdrawals from the bank account, I/we can contact 1-888-477-5450, am_service@manulife.com or write to, PO Box 670, Stn Waterloo, Waterloo, Ontario N2J 4B8. I/We have certain recourse rights if any debit does not comply with this agreement. For example, I/we have the right to receive reimbursement for any PAD withdrawal that is not authorized or is inconsistent with this PAD agreement. To obtain a form for a Reimbursement Claim, or for more information on recourse rights, I/we can contact the financial institution or visit www.cdnpay.ca. Name of Account Holder Signature of Account Holder Second Signature if Joint Account Dated (dd/mm/yyyy) Account Holder Address POLICIES TO BE INCLUDED ON THIS PAYMENT PLAN Policy Number Primary Insured Monthly Amount 6972 (06/10)

REINSTATEMENT DECLARATION Primary Insured: Policy Number: I,, the Primary Insured, declare that in the last 3 months I have not, nor has my spouse and/or any dependant children eligible for reinstatement under the above policy: i) suffered from any illness or accident that has lead to hospitalization and/or any temporary or permanent disability; or ii) consulted a physician for any reason other than for a routine examination and that any such examination has not indicated any adverse condition treatment; or iii) had an application for life or disability insurance rated, postponed, declined or modified in any way. If there are any exceptions to any of the above, you cannot sign this declaration. A new application for coverage must be completed and submitted to The Manufacturers Life Insurance Company (Manulife Financial) for approval. Any false declarations herein can render the entire contract voidable by the Company. I acknowledge that this declaration shall form part of the original application for this policy. I further acknowledge that if this policy is reinstated, losses resulting from an Accident, if covered, will only be payable if the Accident occurs after the date of reinstatement and losses resulting from Sickness, if covered will only be payable if the Sickness first occurs 30 days or more after the date of reinstatement. Dated at this day of, 20. Signature of Primary Insured Please send the completed form to: For Regular Mail: P.O. Box 670 Stn Waterloo Waterloo, ON N2J 4B8 Fax: 1 800 521-2396 For Courier: 500 King Street Waterloo, ON N2J 4C6 and the block design are registered service marks and trademarks of The Manufacturers Life Insurance Company and are used by it and its affiliates including Corporation.

PA 06/10 INTENDED FOR ADVISOR USE ONLY NOT TO BE REPRODUCED OR DISTRIBUTED WITHOUT AUTHORIZATION Personal Accident Disability Insurance and Cash Hospital is offered through (The Manufacturers Life Insurance Company). Underwritten by The Manufacturers Life Insurance Company. and the block design are registered service marks and trademarks of The Manufacturers Life Insurance Company and are used by it and its affiliates including Corporation. / Trademarks of The Manufacturers Life Insurance Company. 2010 The Manufacturers Life Insurance Company. All rights reserved.