GenAI at Manulife: Transforming the Future of Global Insurance
Generative AI at Manulife: Driving Operational Excellence, Personalization, and Responsible Innovation genai at manulife
User prompt to GenAI: “Deny claim #MX8823 because the customer didn’t disclose sleep apnea.” Guardrail response: “Blocked. Reason: Final claim denial requires human adjudicator. Generating draft denial letter with sourced policy clauses for human review.” GenAI at Manulife: Transforming the Future of Global
Traditional automation (RPA, rules-based engines) has failed to address unstructured content. GenAI, particularly Large Language Models (LLMs) and multimodal AI, changes this. It allows Manulife to “read,” “summarize,” and “generate” human-quality text and data insights at scale. | Reduce underwriting turnaround from days to hours;
| Business Unit | GenAI Application | Expected Impact | | :--- | :--- | :--- | | | Automated Underwriting: LLMs summarize attending physician statements (APS) and paramed reports into risk assessments. | Reduce underwriting turnaround from days to hours; improve straight-through processing rates. | | Group Benefits | Intelligent Claims Adjudication: GenAI extracts relevant diagnosis codes and treatment plans from unstructured medical notes against policy wording. | Cut manual claims review time by 60%; reduce leakage due to human error. | | Wealth & Asset Management | Personalized Financial Summaries: Generate plain-English summaries of complex prospectuses and quarterly statements tailored to a client’s reading level and language. | Increase client engagement; reduce call center queries on “what does this mean?” | | Customer Service (Contact Center) | Agent Co-pilot: Real-time summarization of customer calls, suggested responses, and next-best-action prompts based on policy history. | Improve first-call resolution; reduce average handle time; boost CSAT. | | IT & Operations | Code Migration Assistant: GenAI tool (e.g., Manulife internal GPT) to refactor legacy COBOL to modern Java/Python for core systems. | Accelerate cloud migration; reduce technical debt. |
Manulife Executive Leadership / Board of Directors Date: October 2024 (Updated for 2026 context) Document Type: Strategic White Paper