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Manulife (International) Limited would like to alert the public to be vigilant about any suspicious phone calls, emails, websites, apps, etc. allegedly related to Manulife. If you have any doubt, please contact us at (852) 2108 1188 or by email at service_hk@manulife.com for assistance.

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Important Notice

Manulife (International) Limited would like to alert the public to be vigilant about any suspicious phone calls, emails, websites, apps, etc. allegedly related to Manulife. If you have any doubt, please contact us at (852) 2108 1188 or by email at service_hk@manulife.com for assistance.

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FAQ

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Eligible plans, premium discounts and bonus premium discounts

You can learn how much premium discount you can get through the following channels:

1. An eDM sent after the end of each tracking period

2. Anniversary Statement for the eligible plan(s)

Please note:

  • 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 listed under “Remarks” in the Anniversary Statement as indicated in the example below:

In general, premium discounts are applied to the next renewal premium due for eligible plans. That means the eligible plans have to be effective for at least 12 months. Moreover, the premium discounts (5%, 7% or 10%) are calculated according to the accomplished average steps (5,000, 7,000 or 10,000 steps) of the policy's insured during the tracking period in the previous MOVE membership year.

Remarks: The calculation is the same no matter whether the Policy Owner and Insured of the eligible plan are the same person. If the policy’s ownership is changed, please email to us at move_hkenquiry@manulife.com for details.

The following plans, if applied for during the promotional period, are eligible for ManulifeMOVE:

*Not eligible if attached to an ILAS policy.

Please note that any of the above plans purchased within 6 months from the termination of the same type of coverage are ineligible for the ManulifeMOVE program.

The list of eligible plans may change from time to time. Please click here for further details.

Yes. As long as the requirements for premium discounts and bonus premium discounts are fulfiled, the bonus premium discount you earn on an eligible plan will be applied to the next policy renewal premium, in addition to any premium discounts (up to 10% depending on your MOVE Reward Level) which will be applied to all eligible plans you hold.

  • Click here for the requirements on premium discounts
  • Click here for the requirements on bonus premium discounts

Form submission is not required if (1) the Policy Owner and Insured of an eligible plan are the same person, AND (2) the policy was issued on or after April 1, 2019. A MOVE membership activation email will be automatically sent once the policy is issued.

Form submission is required if (1) the Policy Owner and Insured of an eligible plan are NOT the same person; or (2) the Policy Owner and Insured of the eligible plan are the same person, and the plan was issued before April 1, 2019.

If the policy’s ownership is changed, please email us at move_hkenquiry@manulife.com for details.

Each MOVE member has only one membership with one tracking period at a time. This means no matter how many eligible plans you own, there will only be one tracking period at a time.

In general, premium discounts are applied to the next renewal premium due for eligible plans. That means the eligible plans have to be effective for at least 12 months. Moreover, the premium discounts (5%, 7% or 10%) are calculated according to the accomplished average steps (5,000, 7,000 or 10,000 steps) of the policy's insured during the tracking period in the previous MOVE membership year.

Remarks: The calculation is the same no matter whether the Policy Owner and Insured of an eligible plan are the same person. If the policy’s ownership is changed, please email us at move_hkenquiry@manulife.com for details.

No. Premium discounts will only apply to the premium of eligible plans. Any basic coverage/supplementary benefits other than eligible plans (please see “Which plans are eligible for the ManulifeMOVE program?” under “Eligible plans, premium discounts and bonus premium discounts”) will not receive premium discounts even if they are taken/attached under one single insurance policy with eligible basic/rider coverage.

Premium discounts are not applicable to any premium for extra loadings and increased coverage as a result of the Inflation Protector Option.

No, premium discounts will only apply to eligible plans that have been in force for at least 12 months.

If your eligible plan takes effect within 60 days prior to the date you enrol in the MOVE program, your MOVE membership will commence on that eligible plan's effective date. Should you achieve your step goal for your first membership year, the premium discount you earn will be applied to your first policy renewal.

However, if your eligible plan takes effect more than 60 days prior to the date you enrol in MOVE, your MOVE membership will commence on the date you submit your MOVE enrolment form. A corresponding premium discount will be applied to your second policy renewal.

To earn bonus premium discounts with your Apple Watch, you will have to fulfil the following requirements:

  • Select Apple Watch as a sign-up offer upon joining MOVE and enjoy a privileged price for ManulifeMOVE members;
  • Complete MOVE Reward Level 2 (achieving an average of 7,000 steps a day); and
  • Achieve 30 Active Weeks within the designated tracking period.

No, bonus premium discounts are not applicable to all Manulife plans. As a MOVE member you can earn up to HKD1,500 in bonus premium discounts over two years, which will be applied to an eligible plan only once you fulfil the necessary requirements. If you apply for more than one eligible plan during the promotional period, the bonus premium discount will be applied only to the eligible plan with the earliest issue date according to Manulife's records at the time the bonus premium discount is applied.

Yes, absolutely. Even if you don't manage to earn a bonus premium discount in your first tracking period, you can still earn a bonus premium discount of up to HKD750 in your second tracking period by leading a sufficiently active lifestyle. (Please see: “How can I earn bonus premium discounts?” and “Will the bonus premium discounts I earn apply to all Manulife plans?” under “Eligible plans, premium discounts and bonus premium discounts”.)

No problem. If there are fewer than 30 full weeks to go in your tracking period after you connect MOVE with your Apple Watch, you can start working toward your Active Week goal from the start of your next tracking period. The first and second tracking periods for a bonus premium discount will be deferred automatically. Any bonus premium discounts you earn will then be applied to your second and third policy renewals for an eligible plan.

   

MOVE account creation, activation and log in

For steps on how to create a ManulifeMOVE account, please check out the video below:

For steps on how to log back in to the ManulifeMOVE app, please check out the video below:

In the ManulifeMOVE app, click on “Settings” → “Help Center” (scroll down to the bottom), and you will see “Activated” or “Not Activated” under “Account Information”.

In this case, you can send us an email at move_hkenquiry@manulife.com to update your email address.

Please check out the video below:

Please check out the video below:

Yes, our security features require email verification. Once you've entered your email address during the login process, a one-time passcode (OTP) will be sent to your email address so that you can verify your account.

Fitness tracker syncing, steps and activity data tracking

To connect fitness tracker to ManulifeMOVE app on iPhone:

To connect fitness tracker to ManulifeMOVE app on Android:

For steps on how to switch tracking device after connecting to the ManulifeMOVE app, please check out the video below:

Please check out the video below:

After syncing your tracking device with your tracking device app (if applicable), MOVE will be able to display your progress. If you're having difficulty syncing with your tracking device app, or your data does not display in the ManulifeMOVE mobile app after syncing, please try the following troubleshooting tips:

1. Are you connected to the internet? Ensure you're connected in order for ManulifeMOVE to receive data from your tracking device app.

2. Do you have Bluetooth enabled? Go to Settings and make sure Bluetooth is turned on.

3. Are you running the latest version of the ManulifeMOVE mobile app? Please ensure you download updates whenever notified to ensure the best  performance from ManulifeMOVE.

4. Are you using the latest operating system on your mobile? We advise you to keep your mobile phone's operating system up-to-date to ensure the best performance from ManulifeMOVE.

Fitbit users: Please also ensure that you have not revoked access for MOVE to share data with your Fitbit account, as this is difficult to reverse.

For the first year, your Daily Step Average is calculated by totalling the number of steps recorded by your fitness tracking device after the activation of your ManulifeMOVE app and the connection of your fitness tracking device with the app, and dividing that by the number of days.

For the second year or after, your Daily Step Average is the number of steps recorded in a year by your fitness tracking device divided by the number of days.

ManulifeMOVE currently supports Apple Watch (watchOS 2.2 or above), Fitbit and Misfit fitness trackers (excluding Misfit Vapor). MOVE can also sync data from the iOS Health app and Google Fit.

Only one fitness tracking device can be connected to your ManulifeMOVE app at one time. However, you can choose to connect to other fitness tracking devices or apps – each at separate times – each day.

We suggest you to sync your data with your fitness tracking device account (if applicable) regularly to ensure that you can track your progress with MOVE based on the most recently updated data.

Your device will store data temporarily if you do not sync it with your fitness tracking device account. Activity data recorded outside of the time periods specified below will be erased and cannot be restored. (This does not apply to Apple Watch.)

Fitbit Alta trackers will hold detailed minute-by-minute data for 5 days from your last sync. Fitbit Flex trackers will hold minute-by-minute data for 7 days from your last sync. All Fitbit trackers record daily activity summaries for the most recent 30 days.

Misfit Shine trackers will store data for the most recent 31 days since last synced.

The ManulifeMOVE app must be activated before activity data can be processed. During the activation process, you will be required to agree and authorize your fitness tracker app or the iOS Health app to share activity data with ManulifeMOVE. ManulifeMOVE can only accept and process data recorded by your fitness tracking device after the ManulifeMOVE app has been activated.

Don't worry. If you delete the app by accident, just reinstall it and log into your MOVE account. All progress previously synced with MOVE will be there.

You have to sync your steps and activity data once before switching to your new mobile phone, and your progress will then be saved. Then, on your new mobile phone, just reinstall the ManulifeMOVE App and log into your MOVE account, and your previously synced data will be there. Lastly, remember to confirm that you have connected to your fitness tracker, and sync again.

When linking your Fitbit tracker to your tracker app, you must get your mobile's clock to set automatically, or the app may freeze during setup.

For iPhone users, go to Settings > General management > Date & Time and switch on "Set Automatically".

For Android users, go to Settings > Date & Time and switch on "Automatic date and time".

If your Huawei mobile device is running Android, then you can download the Android version of ManulifeMOVE app. (Huawei phones running non-Android operating system are not supported)

   

Other questions

The MOVE Key will be sent by email. If customers have registered their mobile numbers with Manulife, they should also receive the MOVE Key through SMS.

For policies where the insured is also the policyowners, the MOVE Key should be sent within a few days after the policy is issued. For policies where the insured persons is not the policy owners, the MOVE Key should be sent within 2 weeks after the MOVE Enrollment Form is submitted.

If a MOVE Key is lost, please send an email to move_hkenquiry@manulife.com to request the MOVE Key to be resent to your registered email address.

We hope you enjoy being a member of the ManulifeMOVE program, but if you would like to terminate your MOVE membership, just notify us by email, sent to move_hkenquiry@manulife.com, giving 30 days' notice.

If you terminate your MOVE membership, all benefits under ManulifeMOVE including premium discounts will become invalid. Please note that MOVE memberships cannot be reinstated once terminated. You can only re-apply for MOVE by purchasing new eligible coverage.

Well, you've come to the right page, but if you can't find the answer you're looking for here, please email to move_hkenquiry@manulife.com for assistance.