Manulife has implemented Generative AI (GenAI) across its global workforce, with 75% of employees actively using AI-powered tools and training programmes, the life insurer said in a media release this week.
The initiative is part of the insurer’s broader digital transformation strategy aimed at improving operational efficiency and customer service. The company expects its AI-enabled digital initiatives to generate a threefold return on investment by 2027, with over CA$600m (US$ 419.69m) in benefits recorded in 2024.
Manulife has been investing in AI for nearly a decade, embedding it across business operations to support automation, data-driven decision-making, and process efficiency.
The company’s AI adoption includes ChatMFC, a proprietary GenAI assistant deployed globally to automate routine tasks, and an AI skills-building programme designed to familiarise employees with the technology’s applications.
“AI is transformative, and it is creating efficiencies for how we work, create, and interact with one another,” said Jodie Wallis, Global Chief Analytics Officer at Manulife.
Beyond internal operations, AI is being used to support customer engagement and distribution. AI-powered customer service tools now handle over 110 million calls annually, with expansion planned across Manulife’s Asia operations.
In Singapore, an AI-driven sales enablement tool has been introduced to provide advisors with personalised insights, with further rollouts planned for other global markets. The company has also developed an AI-enabled translation tool to facilitate real-time multilingual communication across its international markets.
Manulife has established a team of nearly 200 data scientists and machine learning engineers to support its AI expansion. The company has deployed more than 35 GenAI use cases across Canada, the U.S., and Asia, with an additional 70 planned by the end of 2025.
With AI adoption continuing to evolve in financial services, Manulife has outlined a 2025 roadmap focused on expanding AI-driven insights, refining customer interactions, and scaling AI applications while maintaining compliance with regulatory and ethical guidelines. The company has stated that responsible AI governance remains central to its approach.
As insurers accelerate AI adoption in distribution, underwriting, and customer service, Manulife’s strategy aligns with a broader industry shift toward technology-driven efficiency.
Loss adjuster Sedgwick recently integrated an AI-powered claims summary feature into its viaOne digital portal, while Ping An has introduced an AI-driven recruitment system to streamline hiring through automation and data analytics. Meanwhile, WTW has launched an AI tool to help insurers track underwriting and pricing performance, reflecting the growing role of AI in enhancing decision-making and operational efficiency across the industry,
