Genai At Manulife

Generative AI at Manulife: Driving Operational Excellence, Personalization, and Responsible Innovation

Manulife, a leading insurance and financial services company, has been exploring the potential of artificial intelligence (AI) to enhance its operations and customer experience. The integration of generative AI (Gen AI) at Manulife is part of this effort. genai at manulife

Manulife’s reputation depends on trust. The GenAI program must adhere to the : The GenAI program must adhere to the :

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. state-level insurance boards)

However, success hinges on navigating stringent regulatory requirements (OSFI, state-level insurance boards), data privacy (PIPEDA, GDPR), and ethical AI governance. This paper proposes a phased, “Human-in-the-Loop” approach anchored in Manulife’s values of Decisive, Approachable, and Caring.

| Metric | Baseline (Pre-GenAI) | Target (Year 2) | | :--- | :--- | :--- | | Avg. Life Insurance Underwriting Time | 7 days | 24 hours | | Claims Processing Cost per Claim | $12.50 | $5.00 | | Contact Center Agent Training Ramp-up | 6 weeks | 3 weeks | | Customer Effort Score (Policy Understanding) | 65/100 | 85/100 | | AI Hallucination / Error Rate in Production | N/A | <0.5% (with HITL catch) |

Manulife Executive Leadership / Board of Directors Date: October 2024 (Updated for 2026 context) Document Type: Strategic White Paper