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Conditions of Website use
and other legal information
Please read the following before you use this Website. If you agree with the following conditions of use, you may continue.
General Notices
Security
Notice On Privacy And Confidentiality
Cookies and E-mail
Use of the Site
Site Content
Service Marks
Governing Laws
Notice on Information Provided to the AIR MILES® Reward Program
Our Privacy Code in Detail
Privacy Policy
General Notices
The products described are available and intended for distribution only in Canada, and only where they lawfully may be sold. The use of this Website is restricted to persons currently resident in Canada.
All information on this Website, including rates, is subject to change without notice. The Manufacturers Life Insurance Company (herein "Manulife Financial") and Loyalty Management Group Canada Inc., their agents, employees, directors, officers and affiliated companies shall not be liable for any damages caused to any person as a consequence of the use of this Website. You agree that the use of this site, and any sites linking to or from this site is entirely at your risk.
Many terms used in this Website are defined terms in the certificate or policy of insurance. In all circumstances it is the terms of the actual certificate or policy of insurance which shall govern. Refer to the actual terms of the certificate or policy.
This Website does not, and is not intended to, provide financial, insurance, legal, accounting or tax advice and shall not be relied upon by you in that regard. This Website shall not be used or relied upon by you as a substitute for your independent research or for professional advice. The insurance products described in this Website and for which you may apply online are not available to replace existing insurance coverage you may have in force.
If you need assistance, please call Manulife Financial's Customer Service Representatives toll free at 1-866-236-6318 Monday through Friday from 8:30 a.m. to 8:00 p.m. You can also e-mail them at rewardsforlife@manulife.com any time, or send them a message by clicking here.
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Security
We have taken precautions to secure your use of this Website and encrypt (with 48 bit to 128 bit encryption, depending on your browser's capabilities) the personal information you transmit to us in your online application for insurance. However, you acknowledge and confirm that the Internet is not a secure medium where privacy, complete security and confidentiality can be absolutely ensured at this time. Your confidential use of this Website (including information you transmit) may be subject to access by, or disclosure to, other persons. Without limiting any other disclaimer herein, Manulife Financial shall not be responsible or liable for any harm that you or any other person may suffer in connection with any such breach of confidentiality or security.
Please note that you require an SSL compliant browser to proceed with this service. Refer to our Secure Browsing Requirements for details.
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Notice On Privacy And Confidentiality
The specific and detailed information requested on the application form is required to process the application. To protect the confidentiality of this information, Manulife Financial will establish a "financial services file" from which this information will be used to process the application, offer and administer services and process claims. Access to this file will be restricted to those Manulife Financial employees, mandataries, administrators or agents who are responsible for the assessment of risk (underwriting), marketing and administration of services and the investigation of claims, and to any other person you authorize or as authorized by law. Your file is secured in our offices. You may request to review the personal information it contains and make corrections by writing to: Privacy Officer, Affinity Markets, Manulife Financial, 2 Queen St. East, P.O. Box 4213, Station A, Toronto, Ontario, M5W 5M3. You may wish to review the entire text of Manulife Financial's Privacy Code.
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Cookies and E-mail
This Website may use "cookies" or similar technology in order to track usage of the site and to improve our service to you. For example, when a person visits this Website we know what pages were visited, what site was visited before ours, and in some instances which promotional campaign directed the person to our Website. However, information collected in this manner is not associated with you or any individual in particular, but is used in an aggregated form. Our use of this information helps to ensure that Manulife Financial serves you better and provides information and services that people want.
If we request your e-mail address and you provide it, we may communicate with you by e-mail, unless you direct us otherwise. We may use your e-mail address to offer you products and services that we believe will be of interest to you. At any time, you may direct us by return e-mail not to use your e-mail address for this purpose. We will not rent or sell your e-mail address.
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Use of the Site
You agree that your use of the site shall be on an "as is" basis entirely at your risk. Neither Manulife Financial, nor any of its affiliated companies, nor any officer, director, or employee thereof, nor any other person associated with the creation of this site or its contents, shall be liable or responsible to any person for any harm, loss or damage that may arise in any connection with use of this Website and/or any web browser. This includes, without limitation, any direct, indirect, special, third party, or consequential damages, however caused, including any damages suffered if you transmit personal information to us or if, at your request, we communicate such information to you over the Internet. Without limiting the foregoing, Manulife Financial shall not be responsible for any detrimental reliance that you may place upon the site or its contents whatsoever.
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Site Content
The information contained within this Website is subject to modification without notice. Manulife Financial cannot guarantee or ensure the accuracy, completeness or authenticity of any site content, site functionality or transmission of any site content to you. Certain aspects of this Website have been prepared by persons other than Manulife Financial and other Websites that may be accessed from this site by links are entirely independent of this site. The inclusion of any site acknowledgments, identification of any person or entity in the site, or any link to another person or entity shall not, in any manner, be construed as an endorsement of such person's or entity's Website, products, services or contributions to the site.
Other Websites which may provide access to this site by hypertext links, are entirely independent of this site. Any direction by a third party to this site shall not, in any manner be construed as an endorsement by Manulife Financial of such party's Website, products or services.
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Service Marks
Manulife Financial 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 Manulife Financial Corporation.
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Governing Laws
The Laws of the Province of Ontario and the federal laws of Canada applicable therein shall govern as to the interpretation, validity and effect of this agreement and any use of this Website. You hereby consent and submit to the non-exclusive jurisdiction of the courts of the Province of Ontario in any action or proceeding instituted under or related to this agreement or your use of this Website.
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Notice on Information Provided to the AIR MILES® Reward Program
When you or your family member apply for insurance, Manulife Financial, may disclose to The Loyalty Group information provided by you in 1. Tell us about Yourself and in 2. Tell us about Your Family Member of the application form in order to administer the AIR MILES® Reward Program, including the management of Collector accounts; to accurately record and update reward mile balances; to understand and analyze Collectors' responses, needs and preferences; and to develop, enhance, market and/or provide products and services to meet those needs.
The Loyalty Group makes information about its privacy policies and practices readily available to individuals and its Collectors through written materials, its Web site (www.airmiles.ca) and other electronic means, its Interactive Voice Response system, and its Customer Service Centre. In addition, copies of the AIR MILES® Privacy Commitment are available to individuals and Collectors upon request.
The Loyalty Group does not give, rent or sell Collector lists to any organization or individual other than its affiliated companies, participating Sponsors and companies contracted to process and manage Collector transactions, redemption requests and communications.
If you do not wish to receive marketing or promotional communications in electronic, printed or verbal format, other than AIR MILES® Summaries, simply inform The Loyalty Group in writing at: AIR MILES®, Customer Service, PO Box 602, Station A, Scarborough, Ontario, M1K 5K7 or by email to privacyoffice@airmiles.ca. Your ability to collect or redeem AIR MILES® reward miles will not be affected.
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Our Privacy Code in Detail
At Manulife Financial, the privacy and use of personal information is a matter of concern to us. As a provider of financial services, the collection and use of personal information is fundamental to our day-to-day operations to evaluate insurance and other financial needs of our clients and to determine which financial products will meet those needs, to evaluate insurance risks being undertaken and claims submitted and to properly administer the financial products and services we offer. Furthermore, as an employer, Manulife Financial is concerned about the personal information of employees and representatives. Therefore Manulife Financial abides by the following principles which are intended to:
1. minimize intrusiveness;
2. maximize fairness in our use of personal information; and
3. protect the privacy and confidentiality of personal information in our care.
Manulife Financial, Affinity Markets Statement of Privacy Principles and Practices (“the Policy”)
At Manulife Financial, we respect your privacy
Privacy legislation is relatively recent, but for decades, Manulife Financial has safeguarded the sensitive personal information of its customers. Protecting your personal information and respecting your privacy is important to us. As a provider of financial products and services, the collection and use of personal information is fundamental to our business. Equally important is your trust in our handling of your personal information.
To earn that trust, we abide by the Ten Privacy Principles in the federal government’s privacy legislation, the Personal Information Protection and Electronic Documents Act.
Ten Privacy Principles
1. Accountability: We are responsible for personal information under our control. We have designated individuals who are responsible for monitoring our ongoing compliance with the Privacy Principles.
2. Identifying purposes: The purposes for which personal information is collected will be identified by us.
3. Consent: Your consent is required for the collection, use and disclosure of personal information, subject to certain exceptions. Such exceptions are set out in the law and include where legal, medical or security reasons make it impossible or impractical to seek consent. Your consent may be expressed in writing. It may also be given verbally or electronically. In certain circumstances, it may also be implied.
4. Limiting collection: The collection of your personal information must be by fair and lawful means, and be limited to that which is necessary for the purposes identified.
5. Limiting use, disclosure and retention: Your personal information may only be used or disclosed for the purposes for which it was collected, other purposes you consent to, or as required or permitted by law. It may only be kept for as long as is necessary to satisfy the purposes for which it was collected, or as required or permitted by law.
6. Accuracy: Any personal information that is collected, used or disclosed should be as accurate, complete and as up-to-date as is necessary for the purpose for which it is to be used.
7. Safeguards: Personal information shall be protected by security safeguards that are appropriate to the sensitivity of the information, in order to protect your personal information from unwarranted intrusion, release or misuse.
8. Openness: Information about our privacy policies and practices for managing your personal information is available to you.
9. Individual access: Upon written request, you will be informed of the existence, use and disclosure of your personal information, and you will be given access to it, subject to certain exceptions, as permitted by law. You may also verify the accuracy and completeness of your information, and request that it be amended, if appropriate.
10. Inquiries and concerns: You may contact us if you have any inquiries or concerns about our privacy policies and practices.
What our customers should know about Manulife’s privacy practices
The information we collect
Personal information is information that refers to you, specifically.
For any Manulife Financial, Affinity Markets, product or service you obtain, we will tell you the purposes for which we need the personal information we collect.
We will use fair and lawful means to collect your personal information. We will only collect information that is pertinent and consistent with the purposes of the collection. Whenever practical, we will collect the required information directly from you in completed applications and forms, through other means of correspondence, such as the telephone, mail or the Internet, and through your business dealings with us.
In some cases, and with your consent, we may need to ask an independent source to verify or provide supplemental information. These sources could include service providers we retain, other insurance companies or financial institutions, your employer or credit reporting agencies. In the case of your medical or health-related information, additional sources could include your doctor(s), other healthcare providers or facilities.
Recording of telephone calls
If your information is being collected by telephone, the call may be recorded or monitored for the following reasons:
- to establish a record of the information you provide;
- to take or verify instructions from you;
- to maintain quality service levels;
- to assist in staff training.
If you are not comfortable with having your telephone calls recorded, you have the option of communicating with us in writing, instead. Where you have chosen to only communicate with us in writing, your written communications should request that any response to you be in writing, as well.
What we need to know and why
We collect information from you and about you, only with your consent, or as required or permitted by law. In general, we will collect personal information such as your name, address, telephone number(s) or other identifying information, such as your Social Insurance Number (SIN) or date of birth.
The type of additional information we gather will depend on the type of product or service involved. For example, if you are applying for insurance or group insurance benefits, it may also include health information or lifestyle related information, such as your occupation, travel history and plans, driving record or criminal record.
Generally, we collect, use and disclose your personal information to:
- Confirm your identity, and to protect both you and us against errors, fraud or other misrepresentations;
- Determine your eligibility for products and services;
- Properly administer the products and services we provide, including the assessment of claims;
- Comply with a variety of legal requirements, including any tax reporting obligations under the federal Income Tax Act, or the Quebec Act respecting the Ministere du Revenu.
- Assist us to understand the current and future needs of our customers, for example, to conduct customer surveys and other forms of market research and analysis.
We will only keep your personal information in our records for as long as it is needed to fulfill the identified purposes, or as required or permitted by law.
Personal information that is no longer required will be destroyed, erased or made anonymous.
When we destroy personal information, we will use safeguards to prevent unauthorized access to the information during the destruction process.
Your Social Insurance Number
There are a number of reasons why we may ask for your Social Insurance Number (SIN). Where there may be interest income or other income to be reported, your SIN is required by law, in order to meet tax-reporting requirements under the federal Income Tax Act, or the Quebec Act respecting the Ministere du Revenu.
With your consent, we may also use your SIN as a unique identifier, to keep your personal information separate from that of other customers, or individuals with similar names, and to help maintain the integrity and accuracy of your personal information. For example, where it is appropriate to verify your credit history, we may use your SIN to ensure that the information we are asking for – and receiving – is about you, rather than someone else with the same or similar name.
You may elect not to have your SIN used for purposes other than as required by law, however, as explained earlier, this may affect our ability to fully ensure the accuracy and integrity of your personal information.
Your consent
We collect, use and share your personal information only for disclosed purposes related to the products and services we offer, and only with your consent, or as permitted or required by law. Your consent may be expressed in writing, or it may be given verbally or electronically.
Your consent may also be implied or inferred from certain actions. For example, if you present your benefit identification card to your healthcare provider, instead of paying for the prescription or procedure directly, it is understood that you are giving your consent for the healthcare provider to provide your personal information to us, in order for us to process the claim payment.
You may withhold or withdraw your consent for us to collect, use and disclose your personal information, as long as there are no legal or contractual reasons preventing you from doing so. Depending on the circumstances, however, withdrawal of your consent may impact our ability to continue to provide you with the products and services you have requested, or, in the case of insurance and group insurance benefits, it may prevent us from keeping your coverage in force, or properly evaluating and processing any claims.
Generally, the disclosure of your personal information will be restricted to those who have a need for, and the right to, the information.
Your personal information will only be provided to, or be accessible by:
- Our employees, agents and representatives, who need the information in the performance of their duties for us;
- Our affiliates, to resolve your concerns about any related products and services with us, or assist in other required investigations
- Service providers, which need the information in the performance of their duties for us, and to satisfy their obligations to us;
- Any person or organization to whom you gave consent; and,
- Anyone who is otherwise authorized by law.
Service Providers
We may use service providers to provide us with various services such as, printing, mail distribution, information technology, administration, marketing, (which would include market research and promotional services), paramedical, claims adjudication, investigation and reinsurance. Where personal information is provided to our service providers, we will require them to protect the information in a manner that is consistent with our privacy policies and practices.
Accessing and amending your information
We will make all reasonable efforts to ensure that any personal information we collect and keep is as accurate, complete and as up-to-date as required for the identified purposes. To do so, we will rely to a large extent on you to provide us with accurate information and to inform us of changes, such as changes in your contact information. You have the right to access and verify your personal information maintained in our files, and to request that any factually inaccurate personal information be corrected, if appropriate. Depending on the circumstances, we may not always be able to give you access to all information. Should this happen, we will explain why.
We are committed to protecting your information
We are committed to protecting your personal information from unauthorized access or use, by ensuring that the necessary physical, organizational and technological safeguards are in place, that are appropriate to the sensitivity of the information. Essentially, this means that personal information is protected:
- Physically, by building security measures and physical barriers;
- Organizationally, by our policies, procedures and access levels; and,
- Technologically by, for example, where appropriate, the use of passwords, encryption, firewalls, anti-virus and anonymizing software.
All of our employees, representatives, agents and service providers, who act on our behalf, are required to abide by our privacy policies and practices.
If we receive a request to release your personal information, we will only do so upon satisfactory identification and proof of entitlement of the requestor, or as required or permitted by law.
Special offers and marketing promotions … it’s your choice
From time to time, we may offer or promote other financial products and services, or those of our affiliates and select third parties, that we believe may be of interest to you.
We will share personal information with our affiliates for these purposes, only if the law permits it.
Please note that we do NOT give your personal information, without your consent, to any organization outside of our member companies, for the purpose of that organization marketing their own products or services directly to you.
If you do not wish to receive our marketing offers or special promotions, you may choose to “opt out”, by simply contacting us, and we will remove your name from our mailing lists. This means you will not be eligible to receive addressed, direct mail offerings. This opt-out will not extend to:
- Information included in or with monthly statements, which relate to any Manulife Financial product or service that you currently have with or receive from us; or
- General product and service information and updates included in or with client statements.
To remove your name from any special mailing list that we maintain, please contact us by telephone or mail. Please note: When you contact us to remove your name and address from our marketing mailing lists, we will use all reasonable efforts to do so in a timely fashion. If you are applying for a new product or service, we will process your request immediately. Otherwise, if you have an existing product or service with us, we will generally require a reasonable period of time, which may vary, depending upon the product or service, to process your request.
Who we are
In this Statement of Privacy Principles and Practices, we, us and our mean The Manufacturers Life Insurance Company (“Manulife Financial”) and First North American Insurance Company. You and your mean individuals whose personal information we are collecting, using and disclosing.
Contact us
If you have any questions or concerns about our privacy policies and practices, or you want to know more about the process for accessing and / or correcting your personal information, or opting-out of marketing offers, please contact us:
Mail:
Privacy Office
Manulife Financial
2 Queen St. East, P.O. Box 4213, Station A, Toronto, Ontario, M5W 5M3
Toronto, ON
M2M 4G4
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