Manulife Admin on Processing Claims

Outstanding info Teentitan, thank you!
great weekend

Received this from Peter today via email. Hope this helps understand what is going on when processing claims...

We received this info from Manulife via DOJ on process:


"The judgment does not set out any procedure in terms of the order in which payments will be made. Manulife and SISIP established a process that is somewhat randomized. The process established provides for refunds to be broken into 6 groups based on release dates. These groupings are:
- 1976 to 2000
- 2001 to 2003
- 2004 to 2005
- 2006 to 2007
- 2008 to 2010
- 2011 to 2012

Different processors are assigned to each of the groupings. Within each of the groupings the processor will manually and randomly select, from a paper report, a list of recipients to process. Random selection software is not used in this process nor has it ever been represented that it is used.

It was established that there would not be a process to move a recipient further up the order of payment, but that all recipients would be processed in the order selected.

Ongoing payments to the zero sum claimants have been reestablished. A priority was not established for retroactive refunds for zero sum claimants.

During the month of April there was a loss of 6 days of processing due to approvals between the stakeholders not being obtained and there was some tweaking of processes in June based on the Monitor's feedback. All of these contributed to lower volumes during the first 2.5 months. Taking into account the lost days, 29% of the volume has been processed within 36% of the time.

Older claims will typically be the larger payouts and will take longer to process. Because the older claims do take longer to process it can result in a difference between the percentage of total payout v. the percentage of volume produced. In this situation it does contribute to the discrepancy. The process that was established does ensure that refunds are being processed from each grouping, thus older claims are being processed along with more recent claims. Recognition of longer processing time for these older refunds has resulted in additional resource being added."


On a final note, treasury board has nothing to do with this process. The funds have been allocated. So although writing to treasury may make the members feel better, the emails have no bearing on the manulife admin.

Peter