ManulifeMOVE enquiries
for Financial advisors
To help you better on answering MOVE related questions from your customers, we have prepared a list of frequently asked questions related to MOVE programme. If your questions is not on list, we are always ready to help. Please click button to access our enquiry form.
FAQs
What are the benefits of ManulifeMOVE?
- Rewards physically active customers with premium discounts
- Enjoy a 5% premium discount when achieved 5,000 daily steps average
- Enjoy a 7% premium discount when achieved 7,000 daily steps average
- Enjoy a 10% premium discount when achieved 10,000 daily steps average
- Enjoy sign up offer and bonus premium discounts
- Enjoy a sign-up privileged price on a selected Apple Watch model
- Earn back as much as HKD1,500 in bonus premium discounts over two years by reaching activity goals
- Enjoy a range of offers from selected health and wellness partners
- Click here for updated list of Merchant Offers
What is the eligibility to join ManulifeMOVE?
- ManulifeMOVE is open to customers who have at least one new eligible policy. Please click here and refer to point 5 for details.
- The customers must be 18 years old or above at the time of application.
- The policy owner and/or the insured, must have a valid email address at Manulife
- Eligible ManulifeMOVE members must stay as the policy owner and / or person insured of the eligible plan.
- If policy insured are not the policy owner of the eligible plans, they have to submit a MOVE Enrollment Form for each eligible policy.
Q1. How can I know whether my customer has activated the MOVE account?
It states in customer’s MOVE App, under “Profile” → “Help Center” (scroll to the bottom).
Q2. How to change an email address that is used to login the MOVE App? Where can I seek for help if my customer has forgotten which email has been used to create login on MOVE App?
- Customers have to provide completed “MOVE Update of Email Address” form with customer information and signature and email it to move_hkenquiry@manulife.com.
- Please be reminded that the new email address should be a brand-new email address which has not been used to register any MOVE account before.
- If customer has forgotten which email was used to create login on MOVE App, please request customer to call the MOVE hotline on 2510 3941. For Macau customers, please call 0800 608. For China customers, please call 4008428017.
- Please note the above procedure will not update email address for use in Manulife communication (e.g. Sync reminders, or announcement at the end of tracking period).
Q3. My customer told me that the records in the iPhone Health App is always different from what is showing in MOVE App, why is this happening?
Please check out the video below:
Q4. Why are the required steps in the MOVE App are changing? When customer has achieved an average step of over 10,000, why is the App still showing a number of extra steps is required?
“Your Progress” section in the MOVE App shows the following data:
1. Daily Average Steps achieved at the moment the MOVEr is checking on the App (instead of the whole tracking period)
2. Number of steps required per day in the remaining days of the tracking period in order to achieve each level (5,000, 7,000 and 10,000 Daily Average Steps), as shown in the screen-cap below.
For a 12-month tracking period as an example.
- If a customer has completed 6 months with Daily Average Steps 10,000, he still has 6 more months to go, and he still has to complete 10,000 Daily Average Steps in the remaining 6 months, in order to achieve 10% premium discount.
- If a customer has completed 6 months with Daily Average Steps 20,000, then he has achieved 10% premium discount, and requires no more steps in the remaining days.
- This is because he has achieved 10,000 Daily Average Steps across the entire 12-month tracking period.
Q5. If a customer noticed that the steps have not been synced to MOVE App properly for a certain period, what can we do?
- Customers are required to sync the data with MOVE app within 14 days. However, if customers have not synced the data to MOVE app, we would suggest the following handling:
- Scenario 1 - If the missing data happens before tracking period cut off:
Please provide the screen captures of the steps recorded in the trackers App by email to move_hkenquiry@manulife.com. We will rectify them in MOVE App around 1 months’ time. - Scenario 2 – If the missing data happens after tracking period cut off:
Please provide the screen captures of the steps recorded in the trackers App by email to move_hkenquiry@manulife.com. We will rectify the premium discount record based on the proofs provided. In the meantime, please advise customer to settle the premium according to the premium notice first so as to avoid impact caused by delay of premium settlement.
- Scenario 1 - If the missing data happens before tracking period cut off:
Q6. When a customer has chosen Apple Watch as the tracker but there is no step synced to MOVE App, what can I do?
- It is likely that customer has connected MOVE app to an old Apple Watch.
- Please advise him/her to connect it to the correct Apple Watch, with the latest last sync date (as illustrated on the image), so that it is not an old device that is not being used actively or recently.
- If needed, please click here to watch demonstration video.
Q7. When a customer cannot connect the device with MOVE App (i.e. MOVE App is showing the tracking is connecting with another MOVE account), what can I help?
It is likely that customer’s tracker may have connected to another MOVE account. Please advise him/ her to log in first to the other MOVE account and disconnect the tracker with that account. Then customer may log in to the existing MOVE account and connect the tracker again.
1. Click on “Settings”
2. Select block that indicates connected device
3. Select “Disconnect”
4. Select “Disconnect” again
5. The block should show “No tracker connected”
If the problem still exists after trying the above, please click here to email the case for further investigation.
Q8. Why does the Policy Year Date (PYD) not match with the end of tracking period?
For the first policy under MOVE membership, the tracking period generally ends 61 days before Policy Year Date (PYD). This is because there is a lead time designed to collect achieved steps, calculate, and prepare for premium notice and policy renewal, etc. For any subsequent MOVE eligible policies, they will also follow the same tracking period of the MOVE membership.
The premium discount is automatically calculated by the system and the statement will only show the discounted premium of the eligible policy instead of the net discounted amount.
The eligible premium discount percentage (5%/ 7%/ 10%,) and the eligible bonus premium discount amount (HKD750 or equivalent amount in USD) are being listed under “Remarks” in the Anniversary Statement as indicated in the example below:
After MOVE members’ completed tracking period, you can also find out the achieved Premium Discount, Bonus Premium Discount, applicable policy numbers and Premium Discount effective date through Workbasket “MOVE – Premium Discounts Result and Effective Date”.
Q10. How do I know the eligible discount rate of MOVE if a customer is holding multiple eligible policies but there is only one MOVE membership?
- No matter how many eligible policy a customer is holding, the premium discount rate corresponded to her achieved step target at the end of the tracking period will apply to all his/ her eligible policies.
- For effective period and eligible discount rate of MOVE, customers can refer to:
- An eDM sent after the end of each tracking period (please refer to the example below).
- Anniversary Statement (as shown in Q9).
After MOVE members’ completed tracking period, you can also find out the achieved Premium Discount, Bonus Premium Discount, applicable policy numbers and Premium Discount effective date through Workbasket “MOVE – Premium Discounts Result and Effective Date”.
Q11. How will a customer be notified the eligible discount rate after the completion of a tracking period?
- A customer will be notified his /her eligible discount rate of MOVE through the following:
- An eDM sent after the end of each tracking period (as illustrated in Q10).
- Anniversary Statement (as illustrated in Q9).
After MOVE members’ completed tracking period, you can also find out the achieved Premium Discount, Bonus Premium Discount, applicable policy numbers and Premium Discount effective date through Workbasket “MOVE – Premium Discounts Result and Effective Date”.
Q12. How can I follow up with customer if he/ she has not synced the data to MOVE App before end of the tracking period?
Please sync data to the app, and email it to move_hkenquiry@manulife.com for follow up. In the meantime, please advise customer to settle the premium according to the premium notice so as to avoid impact caused by delay of premium settlement.
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