- Manulife is honored with Outstanding Digital CX – Life Insurance for its mobile app, developed based on Human Centered Design principles.
- The Digital Banker’s Digital CX Awards recognizes financial service institutions and their distinguished leadership contributions to digitally based customer experiences.
Manulife Philippines, the local arm of the leading international financial services provider Manulife, won the Outstanding Digital CX – Life Insurance category at the Digital CX Awards. The ceremony was held on April 24 in Singapore.
The company was recognized for its Manulife App, a self-service insurance app that allows Filipino customers to manage and access their policies anytime, anywhere with the aim of making the customer journey easier, better, and faster. Manulife won the award for its efforts to enhance its customers’ digital experience by integrating customer feedback using human-centered design practices.
“At Manulife, the customer is at the heart of everything we do, and the Manulife App is a testament to our obsession with our customers. As one of the longest-serving and most trusted insurers in the country, we are constantly guided by the changing needs of our customers, one of which is being able to make their insurance transactions, quickly and hassle-free,” said Sonali Verma, Chief Marketing Officer, Manulife Philippines.
In a 2022 Manulife study, Manulife Philippines found an increased preference for online platforms among Filipinos when conducting various financial transactions. This inspired the company to launch the Manulife App in 2023 and make continuous updates to the App based on Filipino customers’ evolving needs. Following the launch of the Manulife App, Manulife Philippines saw record increase in its straight-through processing, enabling operational efficiency and enhancing the customer experience.
The Manulife App, available for iOS and Android devices, allows customers to log in securely, make online payments, receive updates on their policies and special promos, download their policies, check daily fund value and fund performance for Variable Unit-Linked policies, and give their feedback to Manulife.
“We are continuously improving the Manulife App by adding innovative features that significantly enhance the user experience, helping customers manage their insurance policies with greater ease. By prioritizing customer feedback and embracing human-centered design, we are building solutions that respond to our customers’ needs and further support Manulife’s goal of becoming the most digital, customer-centric global company in our industry,” Verma added.
The Digital Banker’s Digital CX Awards recognizes financial service institutions and their distinguished leadership contribution to digitally based customer experiences and journeys and the world’s most cutting-edge financial service providers that are pioneering unrivalled standards and capabilities and transforming the industry by setting new milestones in digital transformation to deliver a superior and consistent customer experience across all lines of business. It is the world’s only assessment program dedicated to recognizing excellence in Digital Customer Experience (CX) across the financial services landscape.
