Samuel empathizes with customers planning for retirement because he recognizes they have a lot to consider and are conscious of their budgets. Betsy, Samuel’s customer, was retiring and requested to surrender her critical illness policies. Samuel understood Betsy and patiently explained the consequences of the decision, noting as people age, the body is not as strong and the chance of acquiring major illnesses is higher. Drawing on 29 years of experience, Samuel recommended that Betsy address the risks to prevent it from derailing her lifestyle and to sustain her financial security.

Not long afterwards, Betsy was diagnosed with cancer and the claims from the insurance she kept safeguarded her assets from the significant medical costs. Betsy unfortunately passed away. When Samuel met Betsy’s family to deliver the claim cheque, the family thanked him for his advice. They realized how great the additional financial burden would have been if Betsy had surrendered the critical illness policy. Samuel was grateful that his advice and perseverance protected Betsy and her beloved family.

Agassi’s customer, Mr. Chan, had a tumor in his intestine that he initially ignored and told only his wife. Fortunately, Agassi has always been their trusted advisor and was told about the situation. Agassi, well aware of the potential consequences of an unattended tumor, made Mr. Chan’s health and wellbeing priorities. She knew she must take action and tirelessly visited Mr. and Mrs. Chan, addressing Mr. Chan’s concerns with facts and references to ensure he was well informed. Mr. Chan finally agreed to undergo an operation.

Agassi’s determination and passion contributed to her being the first woman to hold the position of Senior Regional Director at Manulife Hong Kong. Her team of 200 professional advisors admire her as a role model. Over the course of her 26-year career in insurance of which 10 are with Manulife, she has been an outstanding leader and an icon in the industry. She believes helping people brings about change and growth. To this end, she leverages her network and influence to improve industry standards and contributes to the betterment of society.

It is Ling’s mandate to visit every customer who is hospitalized even with over 1,000 customers. It is not just a visit to show care and support. She understands the vulnerability and insecurity her customers may feel, and knows how preoccupied they are to know how and what to ask the doctors. Drawing on her 30 years of experience, she helps customers ask the right questions and understand the options available. Nothing is too detailed for Ling when it comes to supporting her customers.

There’s a difference between an insurance advisor whose only aim is sales and commission, and one who truly cares about their customers. Distinguished insurance advisors build their success by prioritizing their customers’ best interests. By empathizing with her customers and holistically taking care of their needs, even those they are unaware of, she helps customers improve their wellbeing. Ling regards each policy as a lifetime commitment, and each cheque as a sincere blessing and comfort from people to their loved ones.

Antonia’s customer, Karen, led an idyllic life until her healthy and active husband suddenly passed away while playing basketball. Karen was left in complete shock and suffered a mental breakdown. Her son, in first year university stayed by her side as she slowly recovered. Empathizing with Karen and her son, Antonia immediately reached out to provide companionship, an important support for Karen to cope with this challenging time. The claim was also processed swiftly. As Karen started to regain herself, she suddenly lost her son in an accident. It became torture for Karen to continue living in the same home without her loved ones.

After multiple in-depth discussions with Antonia, Karen decided to move to a new city and start a new life. Antonia, who’s been with Manulife for 18 years, tried her best to accelerate the claims application and provide companionship and whatever support Karen needed. They realized not only must Karen deal with another brutal loss, but she must also redefine herself. Witnessing Karen’s change, Antonia was grateful that insurance offered Karen a chance to start a fresh new chapter in life, and that insurance enabled people to make their own decision and to own their future, making every day better.

Jackie was in his early forties and in great health. In June 2017, he noticed pressure building in his chest. With medical coverage, Jackie arranged a thorough health check and was told he required angioplasty immediately. His full critical illness claim largely covered the cost of the operation in a private hospital. In September, he suffered a stroke and was sent to a nearby public hospital. The doctor said Jackie might not have regained consciousness after the stroke without the angioplasty. With his insurance coverage, he transferred to a private hospital to receive a wider range of recovery treatments on a more regular basis.

After his experience, Jackie developed an even stronger sense of urgency and responsibility to remind everyone around him of the importance of comprehensive insurance coverage. This is especially important as a significant number of his customers are still young and insurance coverage is unlikely to be their priority. Jackie has been with Manulife for 15 years and continues to serve and support his customers, and the customers of his downline advisors, whenever needed. He shares his knowledge and companionship, as he truly understands what their critical illness needs are and how comprehensive coverage could make people’s lives better.

Francis’ dedication to her job for close to 30 years motivated her son Hank to follow suit and join her team nine years ago. His first task was to handle an application for Manulife’s Compassionate Assistance Program. Rico, a 30-year-old new dad, learned he had terminal cancer. While Rico was once fully covered by a life plan and medical policy bought by his parents through Francis in his childhood, he cancelled the protection to save costs after his son was born. In addition to the financial support from Manulife’s Compassionate Assistance Program, Hank became a passionate listener, as well as one of Rico’s soulmates.

During this difficult time, Rico also asked to join Francis and Hank’s team to convey a positive message of the insurance industry. Today, Rico’s life coverage supports his young son. The story shared by Francis, Hank and Rico is one of celebrating the beauty of life. As simple as helping clients with peace of mind, insurance agents bring love and care to their clients and their loved ones, with their insightful expertise and passion for goodness. An insurance policy, to us, is far more than a paper, a business or lip service – it’s a silver lining in every cloud in life.

Carissa, one of Sarah’s customers, lost her parents in her early 20s, which impacted her mental health. During Carissa’s challenging period, Sarah offered her care and companionship, bringing a ray of hope into Carissa’s life. As Carissa was slowly recovering, she was diagnosed with stage four breast cancer. Carissa felt like she was defeated by life. All the trauma was too much to handle, and she did not have anyone to talk with about her pain. At this time, Sarah unreservedly gave her emotional support, staying by Carissa’s side throughout her cancer journey.

Sarah brought her 22 years in the industry to bear, showing Carissa the beauty and joy she is intrinsically endowed with. With Sarah’s continuous encouragement and motivation, Carissa gradually stepped out of her sadness and became stronger and more optimistic. Carissa now believes in herself and is starting to appreciate all the beauty in life again. After more than six months battling cancer, Carissa is in remission and starting a fresh new chapter in her life. “Helping one person might not change the world, but it could change the world for one person. Never underestimate the difference you can make,” says Sarah. 

Angela lives by the motto: "Do it now as later may sometimes become never." Her 15 years in the industry have taught her providing customers with timely service is key as time never waits. This was the case for Ben, the sole bread winner for his young wife and four daughters. Knowing Ben urgently wanted to provide insurance protection for his family, as he recognized the importance, Angela contacted him and learned he worked several jobs a day to support his family. It was difficult to find a time to meet because of Ben’s various jobs, but they set up an appointment. 

On the day of the appointment, Angela was feeling drained from work and considered cancelling, however, she recalled and empathized with Ben’s situation. She met Ben to discuss the details of the insurance policies and he applied for coverage right away. Following up with the company and Ben, the insurance policy was successfully issued very quickly. The day Angela confirmed Ben’s policy she learned he was just seriously injured and later passed away. Angela was shocked and saddened yet thankful that her quick follow-up actions had protected Ben’s family. All the claims were settled and for the most part relieved the family's financial burden.