Frequently Asked Questions

Update your contact details instantly by logging in to our customer portal, MyManulife, or via the Manulife SG App.

1.  Log in to your account via MyManulife or the Manulife SG App.

Register/Login to MyManulife

2. Click on the "Profile" tab.

3. Click on "Contact & Address" to update your contact details.

You can update your marketing consent preference through our customer portal, MyManulife, or via the Manulife SG App.

1.  Log in to your account via MyManulife or the Manulife SG App.

Register/Login to MyManulife

2. Click on the "Profile" tab, then select "Consent".

3. Click "Edit" to update your preferences.

You can update your communication preferences through our customer portal, MyManulife, or via the Manulife SG App.

1.  Log in to your account via MyManulife or the Manulife SG App.

Register/Login to MyManulife

2. Click on the "Profile" tab, then select "Document preference".

3. Select "Receive eStatements" and submit your change.

We recommend opting for eCommunications to receive timely notifications, statements, and letters electronically via email and MyManulife, providing convenience and reducing paper usage.

Statements and notices will be made available to you through:

Email

Statements are encrypted and sent to the email address on our record. You can follow the instructions in the email to unlock the statements using the unique password.

MyManulife / Manulife SG App

Statements, notices, and letters issued within the last two years, as well as all endorsements and bonus revision letters from 2016 can be viewed and downloaded anytime from our secure customer portal, MyManulife, or via the Manulife SG App.

We are unable to offer a combination of electronic and paper communications. All customer communications will be transitioned to electronic format, with the option to receive paper statements.

However, in cases where digital copies are not available, Manulife may continue to send important correspondences by mail. For more information about our communication methods, please click here.

Statements, notices, and letters issued within the last two years, as well as all endorsements and bonus revision letters from 2016 can be viewed and downloaded anytime from our secure customer portal, MyManulife, or via the Manulife SG App.

For statements and notices that are not on MyManulife, you may submit the request via the Contact Us form.

PayNow or EFT enables us to directly credit policy payouts such as surrender proceeds, coupons or dividends and premium refunds into your bank account.

You can opt for payouts via PayNow or EFT through our customer portal, MyManulife, or via the Manulife SG App.

1.  Log in to your account via MyManulife or the Manulife SG App.

Register/Login to MyManulife

2. Click on the "Servicing" tab, then select "Change payout method".

3. Follow the necessary steps update your preferences.

For non-trust policies, the Assignee or Policyowner must sign the form.

If you would like to apply for Telegraphic Transfer (TT) to credit your policy payout to your overseas bank account, please complete the Telegraphic Transfer (TT) Form.

For non-trust policies, the Assignee or Policyowner must sign the form.

We encourage you to speak with your Representative to discuss the options for your policy.

Click here for information on the necessary documentation required to apply for a policy loan.

For non-trust policies:

• The Assignee or Policyowner must sign the form.

For Trust policies under Section 132 of the Insurance Act (formerly known as S49L):

• The Policyowner and any one Trustee who is not the Policyowner, or
• All Beneficiaries who are at least 18 years old must sign the form.
• If any Beneficiary is under 18 years old, a legal guardian or parent who is not the Policyholder can provide consent.

For a Trust policies under Section 73 of the Conveyancing and Law of Property Act:

• The Policyowner and all Trustees, or
• All Beneficiaries who are at least 21 years old must sign the form.
• If any Beneficiary is under 21 years old, a legal guardian or parent who is not the Policyholder can provide consent.

For non-trust policies:

• Cash-funded policy – proceeds will be paid directly to the Assignee/Policyowner either through PayNow or Electronic Fund Transfer
• CPF Ordinary Account (OA) / Supplementary Retirement Scheme (SRS) funded policy - proceeds will be paid to the agent bank
• CPF Special Account (SA) - proceeds will be paid to CPF Board

For Trust policy under Section 132 of the Insurance Act (formerly known as S49L):

• Payment can be made to any one Trustee who is not the Policyowner, or to all Beneficiaries who are at least 18 years old.
• If any Beneficiary is under 18 years old, payment will be made to the legal guardian/ parent of the Beneficiary who is not the Policy Owner.

For Trust policy under Section 73 of the Conveyancing and Law of Property Act:

• Payment can be made all Trustees, or to all Beneficiaries who are at least 21 years old.
• If any Beneficiary is under 21 years old, payment will be made to the legal guardian/ parent of the Beneficiary who is not the Policy Owner.

The amount and duration of the regular withdrawals will depend on the terms of your policy.

If you wish to apply for regular withdrawals of your annuity policy, please complete the Regular Withdrawal – Variable Annuity Form.

Please note the following signing requirements:

For non-trust policies:

• The Assignee or Policyowner must sign the form.

For Trust policies under Section 132 of the Insurance Act (formerly known as S49L):

• The Policyowner and any one Trustee who is not the Policyowner, or
• All Beneficiaries who are at least 18 years old must sign the form.
• If any Beneficiary is under 18 years old, a legal guardian or parent who is not the Policyholder can provide consent.

For a Trust policies under Section 73 of the Conveyancing and Law of Property Act:

• The Policyowner and all Trustees, or
• All Beneficiaries who are at least 21 years old must sign the form.
• If any Beneficiary is under 21 years old, a legal guardian or parent who is not the Policyholder can provide consent.

Depending on the features of your policy, cash coupons, survival benefits or guaranteed cash benefit may be paid out at regular intervals during the policy term, provided that the policy is in force.

For non-trust policies:

• The Assignee or Policyowner must sign the form.

For Trust policies under Section 132 of the Insurance Act (formerly known as S49L):

• The Policyowner and any one Trustee who is not the Policyowner, or
• All Beneficiaries who are at least 18 years old must sign the form.
• If any Beneficiary is under 18 years old, a legal guardian or parent who is not the Policyholder can provide consent.

For a Trust policies under Section 73 of the Conveyancing and Law of Property Act:

• The Policyowner and all Trustees, or
• All Beneficiaries who are at least 21 years old must sign the form.
• If any Beneficiary is under 21 years old, a legal guardian or parent who is not the Policyholder can provide consent.

For non-trust policies:

• Cash-funded policy – proceeds will be paid directly to the Assignee/Policyowner either through PayNow or Electronic Fund Transfer
• CPF Ordinary Account (OA) / Supplementary Retirement Scheme (SRS) funded policy - proceeds will be paid to the agent bank
• CPF Special Account (SA) - proceeds will be paid to CPF Board

For Trust policy under Section 132 of the Insurance Act (formerly known as S49L):

• Payment can be made to any one Trustee who is not the Policyowner, or to all Beneficiaries who are at least 18 years old.
• If any Beneficiary is under 18 years old, payment will be made to the legal guardian/ parent of the Beneficiary who is not the Policy Owner.

For Trust policy under Section 73 of the Conveyancing and Law of Property Act:

• Payment can be made all Trustees, or to all Beneficiaries who are at least 21 years old.
• If any Beneficiary is under 21 years old, payment will be made to the legal guardian/ parent of the Beneficiary who is not the Policy Owner.

A policy with an accumulated cash value can be surrendered for cash. That said, do note that surrendering your policy may have the following consequences:

• You will lose the valuable benefits and coverage of your policy.
• You may not be able to meet your long-term financial objective(s).
• You may not be able to obtain a similar level of protection on the same terms in the future.

If you would like to continue your policy but seek assistance with premium payments, we urge you to speak to your Representative to discuss your options.

Click here for information on policy surrender.

For non-trust policies:

• Cash-funded policy – proceeds will be paid directly to the Assignee/Policyowner either through PayNow or Electronic Fund Transfer  
• CPF Ordinary Account (OA) / Supplementary Retirement Scheme (SRS) funded policy - proceeds will be paid to the agent bank  
• CPF Special Account (SA) - proceeds will be paid to CPF Board

For Trust policy under Section 132 of the Insurance Act (formerly known as S49L)

• Payment can be made to any one Trustee who is not the Policyowner, or to all Beneficiaries who are at least 18 years old.  
• If any Beneficiary is under 18 years old, payment will be made to the legal guardian/ parent of the Beneficiary who is not the Policy Owner.

For Trust policy under Section 73 of the Conveyancing and Law of Property Act

• Payment can be made all Trustees, or to all Beneficiaries who are at least 21 years old.
• If any Beneficiary is under 21 years old, payment will be made to the legal guardian/ parent of the Beneficiary who is not the Policy Owner.

Surrender/partial withdrawal processing time (excluding payout disbursement)*:

• Requests received before 3pm: 4 business days
• Requests received after 3pm: 5 business days

Payout Disbursement Timeline

• Once your surrender/partial withdrawal request is processed, additional time is needed to arrange the payout based on your chosen payout method:

Payout Methods

• PayNow: Same day after processing is completed
• Electronic Fund Transfer (EFT):
  • DBS/POSB bank: 2 business days
  • All other banks: 3 business days
• CPF OA/SRS: 2 business days
• CPF SA: 1 business day
• Telegraphic Transfer (TT): 3 business days

Important notes:

• *Investment-linked policies: Processing may take longer due to fund holidays or pending transactions (such as monthiversary activities, loyalty bonus or any uncompleted fund transactions). Cancellations can only be processed after all pending transactions are completed, which might extend the overall processing time. 
• For CPF OA/SRS Policies: The amount will be credited to your investment account with your agent bank. Please contact your agent bank for payout details after the processing period.
• For CPF SA Policies: The amount will be credited to the CPF Board. You may contact the CPF Board for assistance.

As Singapore transitions to a cheque-free society, Manulife is adopting digital payment methods to ensure seamless and secure transactions. We encourage you to update your payout method to one of our secure and convenient digital options to avoid delays in receiving your payouts.

To apply for PayNow or Electronic Fund Transfer (EFT), click here.

Processing & Payout Disbursement Timeline (before 3pm)

Example

If you do not have a Representative or if your policy has a trust arrangement, you may submit the request via the Contact Us form

For non-trust policies:

• The Assignee or Policyowner must sign the form.

For Trust policies under Section 132 of the Insurance Act (formerly known as S49L):

• The Policyowner and any one Trustee who is not the Policyowner, or
• All Beneficiaries who are at least 18 years old must sign the form.
• If any Beneficiary is under 18 years old, a legal guardian or parent who is not the Policyholder can provide consent.

For a Trust policies under Section 73 of the Conveyancing and Law of Property Act:      

• The Policyowner and all Trustees, or
• All Beneficiaries who are at least 21 years old must sign the form.
• If any Beneficiary is under 21 years old, a legal guardian or parent who is not the Policyholder can provide consent.

The requirements for submitting a claim vary depending on the type of claim. Please refer to this page for the specific requirements for each type of claim.

Refer to the TCM Practitioner Board link to verify if your TCM practitioner is registered, to ensure your claim is eligible for reimbursement.

1.  Log in to your account via MyManulife or the Manulife SG App.

2. Select 'Transaction history' from the Quick links or from the 'Servicing' tab.

3. Select the relevant policy to view the claim status under the transaction history.

If you own the RetireSavvy plan (distributed by DBS), you have the flexibility to:

1. Defer Retirement Age
2. Change Income Payout Period
3. Change Retirement Income Rate
4. Premium Top Up

Click here for information on the necessary documentation required.

Premium Top Up

1. Premium top-up can be performed any time 1 year after policy inception and up to 5 years before reaching your selected retirement age per stated in your policy.
2. Minimum: each premium top-up amount must be at least $3,000.00
3. Maximum: the total premium top-up(s) amount (in multiples of $10) in each policy year must not exceed the total annual mode basic premiums payable for the basic plan
4. If premium freeze has been applied to the policy, premium top-up is not allowed thereafter.

Defer Retirement Age, Change Income Payout Period, Change Retirement Income Rate

The request must be made at least 2 years before reaching your selected retirement age.

For Defer Retirement Age, it can only be changed to a "later" (deferred) retirement age but not to an earlier retirement age.

There is a two-step process to effect Premium Top Up.

1. Upon receipt of your completed form, we will take around 8 business days to generate and send you the Policy Illustration (PI) for your review. Upon signing the PI, please email it to us and make payment for your top up.
2. Upon receipt of your PI and with full payment made, we will take about 6 business days to effect the top up.

For the other transactions (Defer Retirement Age, Change Income Payout Period, Change Retirement Income Rate), we will take about 3 business days to effect upon receipt of the completed form.

For non-trust policies:

• The Assignee or Policyowner must sign the form.

For Trust policies under Section 132 of the Insurance Act (formerly known as S49L):

• The Policyowner and any one Trustee who is not the Policyowner, or
• All Beneficiaries who are at least 18 years old must sign the form.
• If any Beneficiary is under 18 years old, a legal guardian or parent who is not the Policyholder can provide consent.

For a Trust policies under Section 73 of the Conveyancing and Law of Property Act:

• The Policyowner and all Trustees, or
• All Beneficiaries who are at least 21 years old must sign the form.
• If any Beneficiary is under 21 years old, a legal guardian or parent who is not the Policyholder can provide consent.

For LifeReady and LifeReady Plus policies, if you are a non-smoker and have been accepted at standard terms upon policy issuance, you would have qualified for Health Advantage Benefit and granted a premium discount on your policy basic premiums.

You will continue to enjoy premium discount on your policy basic premiums throughout the premium payment term if you meet the required health targets.

You will receive a letter from Manulife 90 days before the end of your second policy anniversary. This letter will guide you on how to provide specific health data, including your current height, weight, cholesterol levels, and blood pressure readings.

To facilitate this process, please download the necessary form, complete it with the required information, and submit the relevant health reports. You are welcome to submit your health data at any time before the end of your second policy anniversary.

Do note that the continuation of your Health Advantage Benefits is dependent on satisfactory health status.

The registered medical practitioner, Policy owner and the Life Insured need to sign the form.