Manulife makes pharmacy U-turn following backlash

Manulife makes pharmacy U-turn following backlash | Insurance Business Canada

Life & Health

Manulife makes pharmacy U-turn following backlash

Feedback “something that we encourage and value”

Life & Health

By
Terry Gangcuangco

Manulife has quickly made a U-turn following the backlash over its tie-up with Loblaw Companies.

In January, the insurer announced that its Specialty Drug Care program would be primarily delivered via Shoppers Drug Mart/Loblaw Companies – a move that Industry Minister François-Philippe Champagne had said was “not going in the direction we want to see”, citing competition issues.

On Monday, Manulife issued a statement in response to the clamour.

“We are making an update so that Canadians supported by Manulife who take specialty medications to treat serious, chronic, and often life-threatening conditions will be able to fill their prescriptions at any pharmacy of their choice,” the insurer said.

“Home delivery will also continue to be an option. We will be implementing this change swiftly and will provide updates on our website.”

According to Manulife, its Specialty Drug Care program customers make up less than 1% of the company’s Canadian client base. It went on to clarify that the rest of Manulife’s customers in Canada have always had the option to choose their pharmacy.

Naveed Irshad, president and chief executive of Manulife Canada, stated: “Our mission is: ‘Decisions Made Easier. Lives Made Better.’ To fulfill that, we have listened to and are addressing the concerns we have heard over the past week.

“Though this change impacts only a small number of our members, it helps ensure that all Canadians we support have choice, access, and flexibility in managing their health. We are proud to partner with thousands of pharmacies across the country and contribute to a strong and healthy Canadian healthcare system.”

In an accompanying Q&A on pharmacy choice concerns, Manulife said it was making the change “so quickly” because of the value it places on feedback.

“At Manulife, feedback is deeply rooted in our company’s long-standing history and culture,” the company said. “It is something that we encourage and value.”

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