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Manulife launches - an innovative simpler and faster e-claims solution

January 8, 2018

A simple three-step claim submission process that takes less than a minute 

  • No app to download
  • Easy to log in
  • No form to fill in1
  • No original documents required 2


Hong Kong – Manulife Hong Kong has launched, an innovative e-claims solution that lets customers3 make a medical insurance claim online anytime, anywhere via their mobile device or PC in less than one minute. By eliminating the need for username and password input as well as mailing of paper documents, Manulife has simplified the claim submission process, making it faster and more convenient than ever for customers. 


“The introduction of reinforces Manulife’s leadership in innovative digital engagement in the insurance sector. It also underpins our commitment to simplicity and placing the customer first,” said Guy Mills, Chief Executive Officer of Manulife Hong Kong. “Now, customers with either individual or group medical policies can use as a single solution for both hospitalization and outpatient claim submissions4,  which account for about 60-70% of the total outpatient and hospitalization claims we receive every year.” 


This new solution improves the claim experience by giving customers a straightforward journey with no app to download or install. Nor is there any need to provide the policy number for login. Customers can have direct access to a dedicated website, which is available in English, traditional Chinese and simplified Chinese and accessible via Manulife’s website and social media channels (Facebook, WeChat and LinkedIn). The site is also smartphone-optimized and user-friendly, featuring a conversational interface that provides a step-by-step process with clear explanation. 


With, there are only three simple steps for the customer to complete: Fill in personal information; Select the claim category; Snap pictures of receipts and other required documents. After the claim is submitted online, customers will receive a confirmation SMS and they can track the status of their claim application easily via Manulife’s customer website.  


Delivering value and better experience for customers   


The convenience offered by contrasts sharply with the traditional, paper-based claim submission process, where vital data is often missing, with the policy number being the most commonly forgotten piece of information. Failing to attach documents or making errors when writing numbers such as claim amounts and appointment dates, is also common. Many people also forget to submit claims for treatment received while travelling. These often can result in follow-up actions which delay the whole claim processing time. 


“Our innovative e-claims solution addresses these challenges while also delivering our customers a simpler and faster claims experience,” said Mr. Mills. “Over the years, Manulife Hong Kong has made strategic investments to refine our digital offerings with being the first step to simplify our customer claims experience, and we have many other exciting initiatives in the pipeline. Going forward, we will continue to capitalize on innovative technology to enhance and simplify the customer journey.”


To bring to life the concept of simplicity behind, a digital-focused marketing campaign featuring online videos, digital advertising, social content and other below-the-line marketing initiatives will be launched. In one of the campaign videos, local pop singer and idol Pakho Chau completes the e-claims submission process within one minute, while four persons from different walks of life accomplish their special tasks swiftly to highlight the simple and fast experience brought by 

(1) At the launch of “” today, Guy Mills (left), Chief Executive Officer of Manulife Hong Kong, and Wilson Lung, Branch Manager of Manulife Hong Kong, explained how the simple e-claims solution can improve customer experience.

(2) Guy Mills, Chief Executive Officer of Manulife Hong Kong, introduced the company's latest innovative e-claims solution "" which allows customers submit medical claims online within one minute.

About Manulife Hong Kong

Manulife Hong Kong offers a diverse range of protection and wealth products and services to individual and corporate customers via Manulife (International) Limited, Manulife Asset Management (Hong Kong) Limited and Manulife Provident Funds Trust Company Limited, which are members of the Manulife group of companies.  

About Manulife

Manulife Financial Corporation is a leading international financial services group that helps people achieve their dreams and aspirations by putting customers' needs first and providing the right advice and solutions. We operate primarily as John Hancock in the United States and Manulife elsewhere. We provide financial advice, insurance, as well as wealth and asset management solutions for individuals, groups and institutions. At the end of 2017, we had approximately 34,000 employees, 73,000 agents, and thousands of distribution partners, serving more than 26 million customers. As of December 31, 2017, we had over C$1.04 trillion (HK$6.48 trillion) in assets under management and administration, and in the previous 12 months we made C$26.7 billion in payments to our customers. Our principal operations are in Asia, Canada and the United States where we have served customers for more than 100 years. With our global headquarters in Toronto, Canada, we trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges and under '945' in Hong Kong.

1.Applicable to outpatient claims only.

2.Customers should keep their original receipts and other supporting documents for 120 days upon completion of the claim for future audit purpose.

3.Applicable to individual policyholders and insured members of selected group medical policies only. Manulife may, without prior notification, offer or suspend the service at its discretion.

4.Eligible outpatient claims generally cover consultations with general practitioners, specialists or Chinese medical practitioners, as well as X-ray, laboratory fees etc, with each receipt amount not exceeding HK$800. Eligible hospitalization claims generally cover hospitalization or outpatient surgeries, pre- and post-hospitalization care etc, with each receipt amount not exceeding HK$3,000. Terms and conditions apply.