Customer Feedback
Providing you with world-class customer service is part of our mission. We want to hear about your experience with us. Whether it is a compliment or complaint, your feedback will help us serve you better.
Please have a look at our FAQ for some common answers to general concerns.
We are committed to always putting you first throughout the customer journey. If you feel you have not been treated in this way or if you want to share with us your experience, good or bad, we’d love to hear from you.
We treat all customer feedback and concerns with the highest priority. Please reach out to us either through your Manulife Insurance Advisor or one of the channels listed below.
How to Contact Us?
HK
Phone : +852 2108 1188
Fax:
+852 2807 3362 (Individual insurance)
+852 2234 5371 (Group Life & Health)
+852 2571 1541 (ORSO)
Email: service_hk@manulife.com
Address:
GPO Box 201, Hong Kong (Individual insurance)
P.O. Box 70302, Kowloon Central Post Office, Hong Kong (Group Life & Health)
21/F, Tower A, Manulife Financial Centre, 223-231 Wai Yip Street, Kwun Tong, Kowloon, Hong Kong (MPF and ORSO)
Macau
Phone : +853 8398 0383
Fax: +853 2832 3312
Email: service_ma@manulife.com
Mail: Avenida De Almeida Ribeiro No. 61, Manulife Plaza, 14 andar A, Macau
What is considered feedback to Manulife?
We always welcome feedback from our customers. Your comments will help us better understand our customers’ expectations, and give us the insights we need to develop products and services to truly meet your needs.
For example:
Compliment – "Your contact center representative was very knowledgeable and helped answer my policy question in less than 5 minutes!"
Complaint – "I would like to know why my claim is taking so long to process? I was expecting an outcome 2 days ago."
How can I give my feedback?
We have several channels you can use to provide us with feedback.
HK
Phone : +852 2108 1188
Fax:
+852 2807 3362 (Individual insurance)
+852 2234 5371 (Group Life & Health)
+852 2571 1541 (ORSO)
Email: service_hk@manulife.com
Address:
GPO Box 201, Hong Kong (Individual insurance)
P.O. Box 70302, Kowloon Central Post Office, Hong Kong (Group Life & Health)
21/F, Tower A, Manulife Financial Centre, 223-231 Wai Yip Street, Kwun Tong, Kowloon, Hong Kong (MPF and ORSO)
Macau
Phone : +853 8398 0383
Fax: +853 2832 3312
Email: service_ma@manulife.com
Mail: Avenida De Almeida Ribeiro No. 61, Manulife Plaza, 14 andar A, Macau
What is the best way to make sure my complaint is taken seriously?
Your concerns are our concerns - it is best for you to contact us as soon as you feel something isn’t meeting your expectations.
- Try to stay calm and be polite, however angry or upset you may be. This will enable you to explain your issue as clearly and effectively as possible.
- Keep things brief and to the point. Set out the facts clearly and in a logical order. Say why you are not happy and what you want us to do about it. This will make it easier for us to look into the problem and sort things out.
- Your complaint will be handled by the dedicated complaint handling team. A reply will be provided to you upon completion of the investigation. (Note)
Note:
For MPF and ORSO-related complaints, we will acknowledge receipt of the complaint within 2 working days and aim to provide an update or reply to the complainant within approximately 14 working days upon receipt by the dedicated complaint handling team. However, the timeframe may vary depending on the complexity of the issue or other factors. While timelines may fluctuate, we remain committed to addressing complaints as promptly as possible.
Can I remain anonymous?
Anonymous complaints are investigated; however, if there is insufficient information, we may decide not to pursue your complaint.
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