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Manulife Online - Frequently Asked Questions (FAQs)

1. General

Manulife Online is a web-based self-serve customer portal for customers to view their policy information, check fund/cash value, view payment information, view Annual Premium Statement/ letters, edit contact information, make a payment, file a claim and much more via a phone, tablet, or laptop.

  • View policy and payment information
  • Check fund value for investment-linked plan/s
  • Check financial value (cash value, automatic premium loan, policy loan, cash dividend, guaranteed cash payment, future deposit fund) for ordinary plan/s
  • View and download annual premium statement/s
  • Make changes to contact information (mailing address, email address & mobile number)
  • Pay premium online via credit/debit card/ online banking/ e-wallet
  • File a claim

2. Access

Policy owners can access Manulife Online anytime, anywhere via the website https://online.manulife.com.my/login using a smartphone, laptop, desktop or tablet.

Policy owners who already have an existing life insurance policy with Manulife Insurance Berhad and at least has ONE (1) active policy.

3. Registration

a)     Prepare the policy owner's information listed below that has been registered with Manulife Insurance Berhad

  • email address (must be unique. Registration will not succeed if more than ONE (1) policy owner has the same email address in our records)
  • ID number (NRIC for Malaysians, Passport for Non-Malaysians)
  • mobile number

b)    Access Manulife Online ( https://online.manulife.com.my/register )

c)     Enter policy owner’s email and ID number.

d)    Click tick box to agree the "terms of use" agreement.

e)     Enter the One Time Password (OTP) sent to the registered mobile number (SMS) or via registered Email. (Customers can choose)

f)      To maximise security for the account, your password must contain the following requirements:

  • Must be 8 characters or more
  • Must have at least 1 uppercase letter and 1 lowercase letter
  • Must have at least 1 number
  • Must have at least 1 special character

You are not allowed to:

  • Use your sign in ID or email address as the password
  • Use 3 sequential numbers or letters (e.g. 123 or abc)
  • Use 3 repetitive numbers or letters (111 or aaa)

You only need to register for Manulife Online ONCE, to access all policies under your name.

a) Existing email address, mobile number and ID number (NRIC for Malaysians and Passport for Non-Malaysians) that have been registered with Manulife Insurance Berhad.

Note:

  • If you are Malaysian and have yet to provide Manulife Insurance Berhad with your NRIC number, you must do so first before being able to register for an account on Manulife Online.
  • Old IC/ Army ID/ Birth Certificate No is NOT acceptable.

At least has ONE (1) active policy

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 there is a problem during registration, you can contact our Customer Service via:

No. You are not allowed to register multiple email address/ mobile number. Only 1 email address/ mobile number can be registered, and this email address/ mobile number 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: You have an email address registered with Manulife Insurance Berhad that coincides with other policy owner. In this case, please update the correct email address with us first before registering 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

4. Login

Check if you are keying the correct email address and password. If you are sure about the information you entered, but are still unable to log in, you may click on “Reset Password” to reset your password.

To reset your password, you need to:

  1. Go to the login page, tap “Reset Password”
  2. Enter the email address registered to Manulife Insurance Berhad, then tap “Continue”. When keying your email address, make sure that there are no extra spaces before or after the email address
  3. The OTP will be sent to your registered email address
  4. Enter the OTP you will receive, then tap “Proceed”
  5. If you entered the correct OTP, you will be redirected to a new page for you to set up a password
  6. Enter your new password

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

To maximise security for the account, your password must contain the following requirements:

  • Must be 8 characters or more
  • Must have at least 1 uppercase letter and 1 lowercase letter
  • Must have at least 1 number
  • Must have at least 1 special character

You are also not allowed to:

  • Reuse the previous password
  • Use your sign in ID or email address as the password
  • Use 3 sequential numbers or letters (e.g. 123 or abc)
  • Use 3 repetitive numbers or letters (111 or aaa)

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

5. One-Time Pin (OTP)

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 opted to have your OTP sent via your registered mobile number, it will be sent if your local mobile number if is on roaming and enabled to receive text messages when you’re abroad. If you chose email address as the OTP delivery option, your OTP will be sent to your email inbox regardless of your current location.

Yes, you need to enter the OTP once per online session. This is to provide an extra layer of security as well as a safer online experience for you.

6. Transaction-related Questions

6.1 Payment

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, a payment confirmation will be displayed on your screen. You will also receive an email confirmation from us with the complete details of your transaction.

Your payments will be reflected in Manulife Online in 2-3 business days. After which you will be able to check the details of your payment in your account. 

 

You can pay using your Mastercard or Visa debit or credit card or online banking or e-wallet (e.g. Boost / GrabPay / Touch n Go).

6.2 Contact Details Update

You can update the following contact details through Manulife Online:

a.     Email address

b.     Mobile number

c.     Mailing address

You can update your email address/ mobile number online with 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.

 

Manulife Online only allows update for Malaysian mobile numbers. If you would like to change your mobile number to a non-Malaysian mobile number, please complete the following forms and email to MYCARE@manulife.com or submit it to any nearest Manulife branch:

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

b.     Individual Tax Residency Self-Assessment form

You can update your mailing address online with 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.

 

Manulife Online only allows update for Malaysian mobile numbers. If you would like to change your mobile number to a non-Malaysian mobile number, please complete the following forms and email to MYCARE@manulife.com or submit it to any 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.

6.3 Document Download

Yes. You can download a copy of your Annual Premium Statement with these simple steps:

a.     From the menu, choose ‘Portfolio’

b.     Next, tap “Policy documents”

c.     Select a policy

d.     Then, 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.