Manulife Online - Frequently Asked Questions (FAQs)

You can register using the Manulife Malaysia - app or the Manulife Online Web Portal.

Follow these steps:

1. Get started
Download the Manulife Malaysia - app from the Apple App Store or Google Play Store, or visit: https://online.manulife.com.my/register

2. Enter your (Policy Owner) details

• Email address (must be unique)
• ID number (NRIC or Passport)

3. Agree to the Terms of Use

4. Enter the OTP

A One-Time Password (OTP) will be sent to your mobile number or email

5. Create your password
Your password must:

Be at least 8 characters long, Include letters, numbers, and a special character

Please note:

• Registration is for policy owners with at least one active policy
• Do not use your email as your password
• Avoid repetitive patterns (e.g. 123, abc, 111)

✅ Important:
You only need to register once to access all your policies.

To register, you will need the following details (as registered with Manulife Insurance Berhad):

• Registered Email address
• Mobile number
• ID number (NRIC for Malaysians, Passport for non-Malaysians)

Please note:

• You must be a policy owner with at least one active policy
• If you are Malaysian and have not provided your NRIC, please update it with Manulife before registering
• Other forms of identification (e.g. old IC, army ID, or birth certificate) are not accepted

To register or update your email address for Manulife Online, please click HERE and follow the instructions to update your details.

Only the policy owner can activate a Manulife Online account. The insured, payor, nominee, trustee or other party related to the policy cannot create a Manulife Online account.

Manulife Online is only applicable for individual policy owners. If the policy owner is a corporate organisation, please contact our Customer Careline at 1-300-13-2323 or (603) 2719 9112 or email us at MYCARE@manulife.com for further assistance.

If you experience any issues during registration, please contact our Customer Care team:

• Customer Careline: 1-300-13-2323 or +603 2719 9112
• Email: MYCARE@manulife.com

Alternatively, you can reach out if you need any assistance with the registration process.

No. You are not allowed to register multiple email addresses. Only 1 email address can be registered, and this email address will be updated across all your policies.

This may cause registration/login issues and you may not be able to register/ login to your account successfully. You may also face the possibility of not being able to view all your policies.

Here are few possible reasons:

Scenario 1:

You have yet to register your email address/ mobile number/ ID information with Manulife Insurance Berhad.

Scenario 2: 

The email address you are using may already be linked to another policy owner. For example, you might be sharing the same email address with a family member (such as a spouse, parent, or sibling) who also has a policy with Manulife.

In this case, please update your email address with us first before registering for and using Manulife Online.

Scenario 3:

You have chosen the wrong ID type (NRIC for Malaysians and Passport for Non-Malaysians), entered the wrong ID number or input value which does not match with details registered with Manulife Insurance Berhad.

In this case, please check and update the details with Manulife Insurance Berhad first before registering and using Manulife Online.

First, check that you have entered the correct email address and password. If your details are correct but you’re still unable to log in, click on “Reset Password” to create a new password.

To reset your password, follow these steps:

1. Go to the login page and tap “Reset Password”
2. Select your ID type (NRIC for Malaysians, Passport for non-Malaysians)
3. Enter your ID number, and date of birth (as registered with Manulife), then tap “Continue”
4. An OTP (One-Time Password) will be sent to your registered email address
5. Enter the OTP and tap “Proceed”
6. You will be redirected to set your new password

To reset the account, you need to reset your password. Follow the instructions in 4.2.

To retrieve your email address, you can contact our Customer Care via:

• Customer Careline: 1-300-13-2323 or (603) 2719 9112
• E-mail to: MYCARE@manulife.com

One-Time PIN (OTP) is a unique six-digit Personal Identification Number (PIN) that you will need to input every time you log in to your account. This serves as a user authentication tool to protect your account and your log in credentials. OTP gets delivered to your registered mobile number or email address, depending on which one you selected to receive your OTP. Upon receipt, you must enter the OTP within 5 minutes as it expires after and cannot be re-used.

To get a new OTP, tap on the “Back” button then tap “Send OTP” in the “Authentication” page.

• If you choose to receive your OTP via your mobile number, it will be sent as long as your phone is on roaming and can receive texts overseas.
• If you choose email, your OTP will be sent to your inbox no matter where you are.

Yes, you need to enter the OTP once per online session for both Manulife Malaysia app and web portal login. This is to provide an extra layer of security and ensures a safer online experience.

Yes. You may pay for your premium due through Manulife Online If you are not enrolled for the Credit/debit card auto debit, or Bank auto debit (FPX), or in the event your Credit/debit card/bank auto debit deduction had failed on the Bank’s end.

• If your payment is successful, you will see a confirmation message on screen.
• You will also receive an email confirmation with the details of your transaction.
• Your payment will be reflected in Manulife Online - within 2–3 business days, after which you can view the full details in your account.

You can pay your premiums using:

• Credit or debit card (Mastercard or Visa)
• Online banking (FPX)
• E-wallets (e.g. Boost, GrabPay, Touch ‘n Go)

Currently, APL/PL repayment is not available on Manulife Online. You may make your repayment using online payment options or via the JomPAY channel.

You can update the following contact details:

a.     Email address

b.     Mobile number

c.     Mailing address

Just follow these simple steps:

a.     From the menu, choose “Profile”

b.     Next, tap “My Profile” to update your email address/ mobile number

c.     Next, click “Submit” to submit your request

Changes will be reflected within 1 working day.

Note: Manulife Online currently allows updates only for Malaysian mobile numbers and mailing addresses.

If you wish to update to a non-Malaysian mobile number or mailing address, please complete the required form and submit it by emailing MYCARE@manulife.com or visiting your nearest Manulife branch.

a.     Request for Change of Customer Details and Payment Method form

b.     Individual Tax Residency Self-Assessment form

Just follow these simple steps:

a.     From the menu, choose “Profile”

b.    Next, tap “Policy addresses” to update your mailing address

c.     Next, click “Submit” to submit your request

Changes will be reflected within 1 working day.

Note: Manulife Online currently allows updates only for Malaysian mobile numbers and mailing addresses.

If you wish to update to a non-Malaysian mobile number or mailing address, please complete the required form and submit it by emailing MYCARE@manulife.com or visiting your nearest Manulife branch.

a.     Request for Change of Customer Details and Payment Method form

b.     Individual Tax Residency Self-Assessment form

No. You are not allowed to submit new request if the existing request is in-progress.

The TAT is 1 working day.

You can download your Annual Premium Statement through Manulife Online

Follow these steps:

1. Go to the menu and select “Portfolio”
2. Tap “Policy Documents”
3. Select your policy
4. Choose “Annual Premium Statement”

No. You can only view and download your document if your policy status is active.

Contact us for assistance if you would like to have a copy of your document.

Yes, you can easily enroll or update your credit/debit card for recurring payments through Manulife Online.

You can enroll or update your credit/debit card online by following the steps outlined below

1. Log in to your Manulife Online account.
2. Navigate to the 'Payment' section.
3. Next, select ‘Auto Billing’
4. Select ‘Update credit/debit card auto pay' / ‘Enrol to credit/debit card auto pay’.
5. Select the card holder type - ‘Myself (Policy Owner)’ / ‘Other payor’.
6. Enter payor information (If select ‘Other payor’).
7. Review and confirm the changes.
8. Enter new credit/debit card details and click on ‘Submit Payment’.
9. Receive a notification of the request submission.

If you receive an error message or notification (e.g. “You are unable to request at this time. You already have an existing request in progress” or “Your request was unsuccessful”), it may be due to one of the following reasons:

• You already have a pending request that is still being processed
• There may be temporary system issues or service interruptions
• The information entered may be incomplete or does not match our records

What you can do:

• Wait until your existing request is completed before submitting a new one
• Try again after some time
• Ensure all details entered are accurate and up to date

If the issue persists, please contact our customer care team for further assistance.

Premium Repricing is a new feature that allows customers to view and manage their medical policies through the Manulife Online Customer Portal.

No, Premium Repricing is only applicable to selected medical policies. You will receive a Premium Repricing email if your policy is eligible, or you can check your eligibility by logging into your Manulife Online account.

You can access Premium Repricing by following the steps outlined below:

1. Log in to your Manulife Online account.
2. Navigate to the 'Other services' section in the left menu panel.
3. You will be directed to the “Premium Repricing” page.
4. View the details of your policy (ies).
5. Click “View Letter” to access your premium repricing letter and “Next Step” to explore the available options.
6. Confirm and submit your repricing option.

There are three repricing options available for customers to choose from:

• Option 1: Maintain current premiums rates
• Option 2: Add a regular top-up amount
• Option 3: Increase current premiums to the suggested premium amount that sustain the policy till end of policy term

Once you have submitted your option, changes may not be allowed. Please review your choices carefully before confirming.

Yes, you will receive an email notification when your premium repricing letter is ready to be viewed on the portal.

If you have questions or need assistance, please contact our Customer Careline  03-2719 9112.

Yes. You can request printed copies of your policy contracts directly through the Manulife Online.

You can follow these steps:

1. Log in to your Manulife Online account.
2. Go to the 'Other services' section in the left menu panel.
3. Click on “Request for Printed Policy” module at the menu.
4. View the details of your policy (ies).
5. Click “View Policy Document” to access your ePolicy or Supplementary ePolicy.
6. Click “Request Printed Copy” to request for printed Policy Contract.
7. Confirm your mailing address and click “Proceed with Request” to submit.
8. A notification email will be sent to your registered email address. 

Yes, the following charges apply:

• Complimentary – For the first-time request within the first policy year.
• RM20 - For subsequent requests or any request after the first policy year.

You can make the payment via JomPAY or Bank Over-the-Counter

• For JomPAY payments, please refer to the JomPAY details stated in your ePolicy to obtain the biller code and Ref-1.
• Alternatively, you may visit www.manulife.com.my, go to Services, and select Make a Payment.

Your printed policy will be delivered to your mailing address within 20 calendar days.

Yes. You can continue to view and download your ePolicy or Supplementary ePolicy anytime through the Manulife Online (Manulife Malaysia App or Web Portal).