Taking customer feedback as the focus
One of the latest technology solutions that Manulife Vietnam has just deployed is the M-PS customer feedback reception system (Manulife Promoter System), helping businesses quickly grasp customer opinions and proactively and continuously improve service quality. After each transaction, customers will be sent a survey link by the M-PS system via Zalo message or SMS to evaluate the quality of the service. For cases where customers have a bad experience, Manulife Vietnam will have a response within 48 hours.
M-PS not only acts as a channel to measure satisfaction, but also provides important data for decisions to adjust processes, products and services in a way that suits the actual needs of customers. The company representative said that this platform is part of the company's commitment to constantly listening and taking timely actions to ensure maximum customer satisfaction.
Along with M-PS, Manulife continues to upgrade the insurance claim settlement process by applying automated technology to shorten processing time, while launching an online document supplementation portal, helping customers to submit documents quickly, conveniently and safely.
transparent insurance by technology
Ms. Tina Nguyen - General Director of Manulife Vietnam emphasized that digitalizing the operating process is Manulife's top priority in its customer focus strategy. We always aim to digitize the operating process to bring maximum benefits to customers. Our digital improvements in recent times have created a positive effect in both the user experience and internal operation. Ms. Tina also affirmed that Manulife will continue to launch new digital initiatives to maintain its pioneering position in transparency of the insurance industry in Vietnam.
The Canadian insurance company has created a "turning point" in transparency the insurance market when implementing the authentication and supervision process of issuing insurance contracts (M-Pro process), helping customers understand enough and buy correctly. Through this process, customers perform electronic identification and confirm previously provided personal information, as well as check important information about insurance contracts such as benefits, fee payment information, notes on investment risks, etc. This initiative also allows businesses to independently evaluate the contents of the agency's consultation with customers.
Last year, the insurance company also successfully deployed a consulting content recording system for investment-linked insurance products. With a friendly interface and intuitive instructions, especially integrated with virtual assistant technology, customers can easily perform the recording process with the consultant. This initiative not only meets the requirements of Circular 67 (Ministry of Finance), but also helps increase transparency in consulting activities, as well as ensuring the right to clearly understand and make decisions of customers.
In the context of the insurance market shifting from traditional to digital solutions, the role of pioneering units such as Manulife is expected to contribute to raising the standards of the whole industry, especially the way businesses interact and accompany customers throughout the journey to protect personal finances. With a series of systematic initiatives, Manulife Vietnam has just been recognized by Global Business & Brands magazine as "Best Life Insurance Company for Digital Transformation 2025".
