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Customer Satisfaction & Complaint Resolution

Customer satisfaction is our priority. We value your feedback and use it to continuously improve our products, services, and overall customer experience.

Our complaints policy

Manulife is committed to providing a transparent, efficient, independent, and fair complaint resolution process; all complaints are reviewed thoroughly, with consideration to all facts surrounding each case.

Manulife has a simple complaint resolution process

1. Reach out to us

We’re here to listen and help. If you would like to leave a feedback or suggestion regarding your experience with us, our Client Services team is here to assist you.

If you would like to lodge a complaint, please write to us via email or mail with your name, policy number (if applicable), contact information, details of your complaint and supporting documents (if any).

2. What to expect next

When you lodge a complaint, we will:

  • Acknowledge receipt within 2 business days after the date on which the complaint is received.
  • Contact you to clarify any information you have provided, request for additional information and/or conduct an interview where necessary, to ensure we understand your concerns.
  • Commence our investigation and review all facts thoroughly.
  • Provide a written response on the final outcome of our investigation findings and proposed resolution (if applicable) within 20 business days* after the date on which the complaint is received. Otherwise, if the investigation of your complaint requires a longer time, we will write to you with an interim response, informing you of the reason for the delay and the expected timeframe for the final outcome.

 

For complaint matters related to the business conduct of non-Manulife Financial Representatives (e.g. bank partners or Independent Financial Adviser (IFA) firms), the relevant entity will carry out the necessary investigations and interviews where applicable. The respective entity will respond to you with the interim and final outcome within their stipulated timelines. We will also notify you of the outcome upon confirmation from them.

3. For further advice and assistance

You may seek further advice and assistance from the Financial Industry Disputes Resolution Centre Ltd ("FIDReC"), if you're not satisfied with the outcome or handling of your complaint.

FIDReC is an independent and impartial institution specialising in the resolution of disputes between financial institutions and consumers, and you may contact them at https://www.fidrec.com.sg/contact-us/ or call (65) 6327 8878. For more information on FIDReC, please visit www.fidrec.com.sg 

If you have any further enquiries on our complaint resolution process, please email us at service@manulife.com or call us at (65) 6833 8188 from 9am to 5pm on Mondays to Fridays (excluding Public Holidays).

 

*This response time will be applied to complaints received from 1 January 2022 onwards.