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Putting customers first

We exceeded two million robotic transactions in Canada at the end of 2018. And we launched online claims capability for Health and Dental customers, which is being met with fantastic early feedback through survey results. 

 

We were the first Canadian insurer to accept any type of Group claim online or through mobile. 


 

We armed our employees to directly help customers with our ZOOM app – now being used by more than 3,000 employees across Canada. 

 

After introducing our Par insurance product, we now have one of the most comprehensive product shelves in the Canadian market. 



 

We expanded our Manulife Vitality program in Canada, which is now available on all our Term insurance products. At the end of 2018, we saw a 35% increase in the Manulife Vitality policies sold, compared to 2017; the average member is also connecting with the program roughly 24 times a month, which rivals popular social media platforms.

 

In the U.S., our Twine app has grown to over 10,000 active accounts and has been featured four times as an App Store App of the Day. 

 

We took another step in redefining the life insurance model by including John Hancock Vitality on all U.S. life insurance policies. It’s a bold move that reinforces our belief that a life insurance company should help customers live a longer, healthier life. John Hancock Vitality customers have taken nearly 2x as many steps as the average American and logged more than three million healthy activities including walking, swimming, and biking.


We launched eClaims in Hong Kong, Vietnam and Japan, part of our investment in new technologies to drive greater digital adoption. 

 

We've doubled the number of ManulifeMOVE members to more than 200,000. MOVE is now in four markets: Hong Kong, mainland China, the Philippines, and most recently Singapore.

 

We introduced facial recognition both for our agents and customers in mainland China. With customers, it has been extended to WeChat claims and other self-service capabilities. For agents, it supports activity management.

 

Our Singapore eStatement digitization initiative saved over 950,000 paper statements.

 

In Hong Kong, we launched claimsimple.hk. It provides a simpler, better experience for customers.  

 

We launched our innovative Goals-Based Investing program, which leverages industry-leading technology and dynamic liability-driven investment strategies, an industry first for retail customers in Canada.

 

The John Hancock Infrastructure Fund launched with approximately $2.7 billion in capital commitments, providing third-party investors the opportunity to invest alongside Manulife’s General Account in direct private equity investments and co-investments in the infrastructure sector in the U.S.

 

We continually look for ways to enhance the value we provide our fund unitholders, including reducing expenses and instituting firmwide breakpoints to benefit all shareholders as overall AUM grows.

 

Download Manulife Financial Corporation’s 2018 Annual Report        

A year of record results and encouraging progress

Download Manulife Financial Corporation’s 2018 Annual Report