New Interactive Voice Response (IVR) System Call Menu (effective March 26, 2018)

Our IVR System / Call Menu has been enhanced as part of our continuous effort to provide customers with personalized and efficient services and to align with Manulife's global platform.

The new IVR System / Call Menu will go live on March 26, 2018.

• Login function added to all hotlines to provide customers with more personalized services.
• Speech recognition added to enable the checking of latest fund prices.
• Queue position information provided to customers from all hotlines.
• Status information made available for claims processed in recent months (this service applies to Individual insurance customers and selected insured members with Group Medical policies).
• Individual insurance customers can now check the premium payment methods and the procedures on applying for a policy loan or withdrawal from a policy.

With the enhanced self-services and more personalized services, customers can access the required information more efficiently. Through our new IVR system, customers can also directly access a more extensive range of self-services (e.g. Individual Insurance and Group, Life & Health customers can now check the status of claims processed in recent months).