Manulife Philippines, the local arm of Canadian financial services giant Manufacturers Life Insurance Co., has been named Outstanding Digital CX – Life Insurance winner at the Digital CX Awards 2024 in Singapore, a prestigious recognition organized by The Digital Banker.
The award honors Manulife’s innovative Manulife App, a self-service platform that enables customers in the Philippines to manage their insurance policies seamlessly across mobile devices. Launched in 2023, the app was developed in response to rising digital preferences among Filipino consumers, as identified in a 2022 internal study.
Designed using human-centered design principles and driven by direct customer feedback, the app features secure login, online payments, real-time policy updates, fund tracking for Variable Unit-Linked (VUL) policies, and in-app feedback tools. These functionalities have not only enhanced user experience but also driven operational efficiencies through a surge in straight-through processing.
“At Manulife, the customer is at the heart of everything we do,” said Sonali Verma, chief marketing officer at Manulife Philippines. “The Manulife App is a testament to our obsession with our customers and reflects our commitment to digital transformation in the life insurance space.”
The recognition underscores Manulife’s broader strategy to lead in digital customer engagement in Asia’s rapidly evolving insurance market. The Digital CX Awards spotlight institutions that excel in redefining customer journeys through technology—an area where Manulife is increasingly asserting its leadership.
