Manulife (International) Limited receives 2 accolades at Hong Kong Business Technology Excellence Awards 2025

The company won the awards programme’s Machine Learning - Insurance and Enterprise Software - Insurance categories.

Manulife (International) Limited reaped victories at the Hong Kong Business Technology Excellence Awards 2025, which commended its initiatives in navigating Hong Kong’s complex language landscape with innovation and in speeding up claims experience.

Industry-first GenAI assistant

Manulife launched an AI-powered customer servicing  tool (Manulife AI Assistant) that understands and responds accurately to Hong Kong’s unique mixed-language conversations. In a market where customers often speak in a fluid mix of Cantonese, English, and Mandarin, traditional digital tools have struggled to keep up, prompting Manulife to innovate with a tailored solution.

Whilst generative AI holds great promise, ensuring factual accuracy remains a key challenge across all sectors. 

To solve this, Manulife implemented a GenAI framework that separates understanding from response. The AI assistant’s only job is to comprehend the customer’s question, then deliver answers from a library of pre-approved, expert-written responses.

The implementation of this tool has shown impactful results even in its early stage, with 10% of customer queries now being resolved instantly without human support. It has also enabled a significant increase in digital self-service transactions in the first 6 months, and has demonstrated very strong performance in understanding mixed-language queries.

Manulife AI Assistant improves on traditional approaches by ensuring that every response is governed and backed by human expert knowledge. For customers, this means faster and simpler resolutions that are available 24/7. For agents, it means more time to focus on human-centric service. Meanwhile, for the business, it is a scalable platform for future innovation.

After this, Manulife’s GenAI framework will soon support more dynamic conversations that include voice interactions, and end-to-end service journeys such as claims submissions handled fully within the Manulife AI Assistant interface.

eClaim Open to All-Submission

Manulife’s eClaim Open to All-Submission is a major upgrade in digital claims servicing as it gives customers and agents faster turnaround times, and a smoother claims journey.

This initiative introduces the new Claims Mini-Portal, an integrated e-Submission module that is now available on the customer website and agent website. With this platform, customers can submit claims directly. Agents, on the other hand, can assist, track, and follow up through it.

The platform supports claim types including outpatient, hospitalisation, disability, critical illness and accidental claims. Additionally, its straight-through submission process enables customers to submit all claims online, except for death claims, regardless of the amount and allow claims to be handled digitally.

Furthermore, this upgraded service allows customers in Hong Kong, Macau, and Mainland China to now enjoy a unified digital claims experience regardless of their location.

Other essential services that the portal offers are pre-assessment service application, VHIS claimable amount estimate, viewing medical card online, finding healthcare providers, and accessing the designated hospital list.

Manulife is dedicated to enhancing service quality through digital leadership, enabling customers to make easier decisions and live better lives.

The Hong Kong Business Technology Excellence Awards honours companies and organisations that are driving innovation, transforming industries, and setting new benchmarks for excellence in Hong Kong’s tech landscape.

The Hong Kong Business Technology Excellence Awards is presented by Hong Kong Business Magazine. To view the full list of winners, click here. If you want to join the 2026 awards programme and be acclaimed for your company's outstanding contributions in pursuit of technological innovation, please contact Julie Anne Nuñez-Difuntorum at [email protected].