At Manulife, our customers are at the heart of our core values. Customer satisfaction is important to us and we strive to deliver high quality products and services that make our customers’ lives better. We take every feedback seriously and appreciate the opportunity to address and resolve them with the utmost courtesy. In turn, we take proactive measures to build on these learnings, and refine our products and services, to provide the best experience and value for our customers.
Manulife is committed to providing a transparent, efficient, independent, and fair complaint resolution process; all complaints are reviewed thoroughly, with consideration to all facts surrounding each case.
1. Reach out to us
We’re here to listen and help.
If you would like to leave a feedback or suggestion regarding your experience with us, our Client Services team is here to assist you.
If you would like to lodge a complaint, please write to us via email or mail with your name, policy number (if applicable), contact information, details of your complaint and supporting documents (if any).
2. What to expect next
When you lodge a complaint, we will:
For complaint matters related to the business conduct of non-Manulife Financial Representatives (e.g. bank partners or Independent Financial Adviser (IFA) firms), the relevant entity will carry out the necessary investigations and interviews where applicable. The respective entity will respond to you with the interim and final outcome within their stipulated timelines. We will also notify you of the outcome upon confirmation from them.
3. For further advice and assistance
You may seek further advice and assistance from the Financial Industry Disputes Resolution Centre Ltd (“FIDReC”), if you’re not satisfied with the outcome or handling of your complaint.
FIDReC is an independent and impartial institution specialising in the resolution of disputes between financial institutions and consumers, and you may contact them via email at email@example.com or call (65) 6327 8878. For more information on FIDReC, please visit www.fidrec.com.sg.
If you have any further enquiries on our complaint resolution process, please email us at firstname.lastname@example.org or call us at (65) 6833 8188 from 9am to 6pm on Mondays to Fridays (excluding Public Holidays).
*This response time will be applied to complaints received from 1 January 2022 onwards.