Manulife (International) Limited wins at the Hong Kong Business Technology Excellence Awards 2026

The award-winning solution uses generative AI (GenAI) to automate trilingual document processing to create a unified data foundation across insurance operations.

Manulife (International) Limited won Automation - Life Insurance at the Hong Kong Business Technology Excellence Awards 2026. The company received recognition for its GenAI document intelligence service, Manulife DocumentAI.

Insurance operations have historically relied on manual data collection, with documents arriving on paper in English, Traditional Chinese, and Simplified Chinese. Information across these three languages from various sources was captured separately into different operational systems, creating fragmented and time-consuming intake processes. Manulife DocumentAI streamlines this by replacing multiple manual intake workflows with one automated shared data foundation platform.

The platform reads mixed, multi-language document packages in a single pass and organises the information into structured data that can be used across systems. Built on a modular architecture, the solution runs through six stages with GenAI embedded in every step. Operations like claims processing utilise all six stages to handle varied claims submissions, whilst underwriting and policy servicing use shorter configurations suited to simpler documents.

By centralising data processing at intake, the system establishes a shared data layer that other tools can draw on directly, rather than each building its own separate collection process.

The service incorporates robust security controls, encryption, and audit trails to protect medical, financial, and personal information. When the system is not fully certain it has read a piece of information correctly, the case is automatically flagged for human-in-the-loop review. The solution operates within Manulife’s responsible AI governance and internal risk management guidelines, with oversight from executive leadership and in line with local regulatory requirements.

Its initial implementation focuses on automated document capture. Subsequent development stages plan to add visual forensics, mobile scanning capabilities, and broader data integration across extended operational processes.

Manulife DocumentAI lays the foundation for smarter, more connected operations, enabling us to reimagine how insurance can operate in an increasingly AI-native future.

The Hong Kong Business Technology Excellence Awards is Hong Kong's most prestigious platform honouring groundbreaking achievements in technology. This esteemed awards programme recognises companies and organisations that are driving innovation, transforming industries, and setting new benchmarks for excellence in Hong Kong’s dynamic 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 2027 awards programme and be acclaimed for your company's outstanding contributions in pursuit of technological innovation, please contact Julie Anne Nuñez-Difuntorum at +(65) 3158 1386 or [email protected].