Message to customers

Dear Customers,

2020 has been a year like no other: a health pandemic creating a challenging global economy and impacting everybody’s lives in different ways.

It’s against this backdrop that we’re writing to you, with the sincere hope that all of you and your families are well. We would like to update you on some of the changes we have made amid all the disruption caused by social distancing and other anti-pandemic measures.

At Manulife, safety and well-being of our customers, agents and employees is always our top priority. But it’s also important that we play our part in helping the wider public get through this unusual time. We will look forward to a brighter future together.

How we’re helping

Manulife has made several changes to support our customers, agents, employees and the communities we serve in Hong Kong and Macau. We were one of the first insurers to introduce special COVID-19 coverage for new and existing customers, and considering the latest pandemic situation, we have extended these special benefits and measures to the end of September.

Our investment in technology has significantly benefitted customers, agents and employees during this time. A large number of employees are working from home, extending support to customers in a way that’s seamless. Manulife was the first insurer in Hong Kong to make a virtual face-to-face agent-customer interaction possible that covers almost all products. Among COVID-19 related claims, 60% have been submitted and processed digitally through our ClaimSimple.hk channel.

Alongside these steps for our customers, Manulife has donated over US$2.5 million to support communities across our key market areas: Asia, Canada, and the United States. In Hong Kong, we have donated many thousands of masks and hand sanitizers. We’re also proud to say that many of our agents and employees have volunteered to support the local communities.

Our commitment

At times like these, the true value of insurance comes to the fore. With the nature of our business and our solid financial strength, we are well-positioned to offer you peace of mind through tailored solutions for health protection and financial planning, despite whatever surprises life brings.

Manulife has been committed to Hong Kong for over 120 years, and around one in three people in Hong Kong are our customers. Resilience is at the core of our business that focuses on long-term investment returns, not short-term market trends. In fact, we are already planning ahead now to ensure we emerge from the current situation even stronger than before.

If you wish to receive more information related to COVID-19 and other health protection updates, please feel free to log in to our website and then select "Account Setting > Update Contact Information" at the top. Also, please do get in touch with us through the online form here if you have any comments or feedback about our products and services.

We’d like to express once again our gratitude for your support. Please remember that we’re here for you and remain committed to help you live every day better.

In the meantime, our best wishes to you and your family. Stay healthy and take care.