Customer Promise
Customer Promise／お客さまへの誓い
We promise to make customers the core focus of our business by following “Manulife’s purpose,” to listen to and understand our customers’ opinions.
Manulife’s purpose
“Help people achieve their dreams and aspirations, by putting customer needs first and providing the right advice and solutions”.
【FSA Principle 1】
Link to 「List of concrete initiatives of the Customer Promise」
Ⅰ.Promotion and establishment of “Customer Centricity”
【FSA Principle 2,6,7】
1.Customer centric initiatives
We express our customer centric initiatives as “Customer Centricity” and promote it in everything we do. “Customer Centricity” means understanding customers’ needs, how to serve them and designing innovative experiences and solutions with them and for them.
2.Establishment as corporate culture
a. We establish "Customer Centricity" as a behavior where executives and employees learn how to empathize with customers via education and training with the goal of being able to provide services that truly satisfy customer needs.
b. We foster a corporate culture that recognizes actions / contributions leading to "Customer Centricity".
3.Publication of initiatives status and incorporation of advice for further improvement
a. We monitor and confirm the status of our “Customer Centricity” related initiatives periodically at our management and board of directors meetings, with status updates to be shared on our website.
b. We regularly listen to our customers’ opinions and seek independent external advice and assessment in order to ensure we continue to act in the best interests of our customers.
Ⅱ.Providing the right advice and solutions to our customers
【FSA Principle 3,4,5,6】
1.Pursuit of the best interests of our customers
We deliver holistic solutions to help customers realize their dreams and aspirations.
2.Absolute protection of customers’interests
We have established an explicit “Policy for Management of Conflicts of Interest” to ensure customers are protected from any possible conflict of interests.
3.Consulting services together with customers
When making initial and ongoing recommendations to customers, we take into account the customer needs of each application, including their financial conditions, family structure and other influencing factors. We provide consultations together with the customer based on their intentions and lifestyle needs.
4.Easy-to-understand explanation
During new policy solicitation, we provide customers with easy-to-understand explanations to ensure customers understand our products and services.
a. For products where benefits may fluctuate due to investment performance such as foreign currency denominated life insurance, we provide sufficient explanation of the benefits and associated risks for these products which take into account the customer’s investment experience, financial literacy, financial conditions etc...
b. For elderly customers, we apply additional care in explaining our products and services in sufficient detail considering their life stage and financial needs.
c. For certain products such as variable life, variable annuity, and foreign currency denominated life insurance, we explain the total costs which customers are required to pay for the product, including an explanation of what the costs are paid in exchange for. We do this in an easy to understand way. We periodically review our cost disclosures to ensure we are doing so in a way that is consistent and meaningful to customers.
Ⅲ.Initiatives for long term relationship with customers
【FSA Principle 5】
1.Delivery of continuous customer’s policy and coverage information
We continuously provide customers with information which enables customers to confirm their coverage after policy purchase, highlighting important information in a clear and easy to understand manner.
2.Providing easy-to-understand materials
We are committed to providing easy-to-understand materials. We regularly test our communication materials through independent third party assessment to ensure the quality is based on the best in the industry.
3.Proactive payment of claims and benefits
We periodically remind customers of their coverage and their entitlements. In addition, when our customers submit a claim request, we proactively assess whether their coverage entitles them to additional benefit payments based on their complete coverage.
4.Continuous improvement of our services to customers
We regularly review and update our services in order to offer increased value, convenience and simplicity to our customers.
5.Enhancement of customer’s convenience
We provide multiple customer service options to our customers, increasing convenience via provision of information and services through various mediums. We regularly collect customers’ opinions actively to make changes and improvements to products and services.
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