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. Please reach out to us either through your Manulife Insurance Advisor / Manulife Financial Planning Manager or one of the channels listed below.

How to Contact Us?

HK

Phone : +852 2108 1188
Fax: +852 2807 3362
Email: service_hk@manulife.com
Mail: GPO Box 201, Hong Kong

Macau

Phone : +853 8398 0383
Service centre: Avenida De Almeida Ribeiro No. 61, Circle Square, 14 andar A, Macau

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

Frequently Asked Questions

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.

HK

Phone : +852 2108 1188
Fax: +852 2807 3362
Email: service_hk@manulife.com
Mail: GPO Box 201, Hong Kong

Macau

Phone : +853 8398 0383
Service centre: Avenida De Almeida Ribeiro No. 61, Circle Square, 14 andar A, Macau

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.

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