The Insurance Asia Awards 2024 jury has recognized and applauded Manulife’s M-Pro process, specifically for its innovation, customer value, and contribution to the insurance industry. M-Pro, a digital identification and contract issuance process introduced in early 2024, empowers customers and ensures a transparent insurance journey.
With M-Pro, customers can electronically verify their identity and confirm personal information, while also reviewing critical insurance details such as benefits, premium payments, and investment risks. This not only ensures customers are well-informed before signing their policies but also allows Manulife Vietnam to independently assess the advice provided by agents, ensuring compliance with the company’s procedures.
According to Manulife’s statistics, 99% of customers appreciate the transparency that M-Pro offers. Moreover, 99% of customers feel that the process increases their trust in insurance agents, Manulife, and their chosen insurance products. The ease of use of M-Pro is evident, as 96% of customers completed the process without assistance.
Customers can easily complete the M-Pro process on their phones
“Digital transformation is the most effective way to enhance the customer experience while strengthening transparency, safety, and speed in serving customers and operating our business,” said Tina Nguyen, CEO of Manulife Vietnam. “M-Pro is an innovative, bold, and unprecedented idea in the insurance industry. We are delighted that our customers have responded positively to it. Moving forward, Manulife Vietnam will continue to introduce new initiatives, such as 24/7 customer support and the Medallia customer feedback system, to further enhance our customers’ experience.”
As the Vietnamese life insurance market undergoes a transition, rebuilding customer trust has become essential. In this context, insurance transparency has become a survival factor for businesses, and digital transformation is a crucial tool to achieve this goal. This trend is also inevitable worldwide, especially in dynamic markets like Vietnam.
Being recognized as the “Digital Transformation Solution of the Year” at the prestigious Insurance Asia Awards 2024 underscores Manulife Vietnam’s rapid and remarkable progress, even amidst industry-wide challenges. It solidifies the company’s pioneering position in the race towards digitalization.
In addition to M-Pro, Manulife Vietnam has also implemented other notable digital transformation initiatives. These include the upgraded eClaims 3.0 platform, which efficiently processes customer benefit requests within 1.6 days, and the launch of the Manulife Vietnam app, offering customers a comprehensive solution for policy management and insurance inquiries. The company has also introduced the M-PA smart assistant app to enhance the productivity of its team of consultants.
Previously, Manulife Vietnam was ranked among the top 10 reputable life insurance companies in 2024 by Vietnam Report, with its financial capacity recognized as the strongest in the market. These consecutive achievements demonstrate Manulife Vietnam’s commitment to insurance transparency and service quality enhancement, solidifying customer trust and contributing to the professional and sustainable development of the insurance industry in Vietnam.
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