Customer Feedback
Providing you with world-class customer service is part of our mission. We want to hear about your experience with us. Whether it is a compliment or complaint, your feedback will help us serve you better.
Please have a look at our FAQ for some common answers to general concerns.
We are committed to always putting you first throughout the customer journey. If you feel you have not been treated in this way or if you want to share with us your experience, good or bad, we’d love to hear from you.
We treat all customer feedback and concerns with the highest priority. If you have any complaint about our service or products, please reach out to us either through your servicing agent or one of the channels listed below.
How to Contact Us?
Phone : +852 2108 1188
Fax: +852 2807 3362
Email: service_hk@manulife.com
Mail: GPO Box 201, Hong Kong
Link to our internal customer complaints journey
We are committed to always putting you first throughout the customer journey. If you feel you have not been treated in this way or if you want to share with us your experience, good or bad, we’d love to hear from you.
We treat all customer feedback and concerns with the highest priority. If you have any complaint about our service or products, please reach out to us either through your servicing agent or one of the channels listed below.
How to Contact Us?
Phone : +852 2108 1188
Fax: +852 2807 3362
Email: service_hk@manulife.com
Mail: GPO Box 201, Hong Kong
Link to our internal customer complaints journey
You are advised to first approach our company to lodge the complaint. This would give us a chance to look into the matter so that we can resolve your complaint at an early stage. In our experience, most cases can be resolved to the customer’s satisfaction without the involvement of an industry or regulatory body. If, however, you are still not satisfied after we have tried to address your complaint, you may seek an independent review of your case by one of the relevant industry or regulatory bodies below:
The Insurance Complaints Bureau – Claims and non-claims related insurance disputes
Mandatory Provident Fund Schemes Authority – MPF/ORSO scheme related
VHIS Office of FHB – for issues specific to the VHIS including product availability, features of Certified Plans and compliance with the relevant Code
The Insurance Authority – for issues concerning the general conduct of insurance companies and intermediaries
Inland Revenue Department – for issues concerning claims for tax deduction
What is considered feedback to Manulife?
We always welcome feedback from our customers. Your comments will help us better understand our customers’ expectations, and give us the insights we need to develop products and services to truly meet your needs.
For example:
Compliment – "Your contact center representative was very knowledgeable and helped answer my policy question in less than 5 minutes!"
Complaint – "I would like to know why my claim is taking so long to process? I was expecting an outcome 2 days ago."
How can I give my feedback?
We have several channels you can use to provide us with feedback: email, phone, mail or fax.
Phone: +852 2108 1188
Fax: +852 2807 3362
Email: service_hk@manulife.com
Mail: GPO Box 201, Hong Kong
How long will the complaint process take?
Our goal is to give you an answer when you first contact us; however, there may be instances when we need to investigate the circumstances surrounding the issue raised by you. We have laid out the process and provided typical turnaround times here. In most cases, we will be able to respond within these targets, but the actual time and procedures required will depend on the case and product we are handling.
What is the best way to make sure my complaint is taken seriously?
Your concerns are our concerns - it is best for you to contact us as soon as you feel something isn’t meeting your expectations.
- Try to stay calm and be polite, however angry or upset you may be. This will enable you to explain your issue as clearly and effectively as possible.
- Keep things brief and to the point. Set out the facts clearly and in a logical order. Say why you are not happy and what you want us to do about it. This will make it easier for us to look into the problem and sort things out.
Can I remain anonymous?
Anonymous complaints are investigated; however, if there is insufficient information, we may decide not to pursue your complaint.
As soon as a complaint reaches our Contact Center, our customer service officers will work to resolve your concern as quickly as possible. If they are unable to resolve the issue after 2 business days, our Customer Resolution Unit will be called upon to lead the process.
As soon as a complaint reaches our Contact Center, our customer service officers will work to resolve your concern as quickly as possible. If they are unable to resolve the issue after 2 business days, our Customer Resolution Unit will be called upon to lead the process.
Level 2 cases are when our Customer Resolution Unit helps to further investigate the complaint.
You will be assigned an experienced case handler, who will personally work with you to help resolve your case within 14 business days or such period as advised.
Level 3 cases are when our customers go through the relevant industry or regulatory body to lodge a complaint.
Our Customer Resolution Unit will work with the external party/regulator and you, to bring you a decision within 21 business days or such period as advised.
*Case turnaround times may vary depending on product and case complexity or other factors.
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