How Manulife’s New AI Centre Is Shaping Insurance Innovation
Manulife Singapore has taken a bold step by launching its Artificial Intelligence Centre of Excellence. The AI CoE aims to develop and scale AI tools across underwriting, customer engagement, and operational processes. This initiative reflects Manulife’s commitment to combining advanced technology with personalized service for customers.
The centre is part of a broader strategy to enhance efficiency and improve decision-making in insurance operations. By leveraging AI, Manulife plans to provide advisers with intelligent tools to support client interactions and streamline internal workflows. Singapore was selected for its strong digital infrastructure, supportive regulatory environment, and concentration of research institutions.
AI applications at the centre will cover multiple functions, including automated underwriting, risk assessment, and customer service enhancements. Employees and advisers will have access to AI-powered recommendations, follow-up tracking, and decision support systems. These tools are designed to reduce routine workload while allowing teams to focus on high-value client engagements.
Manulife also intends for the Singapore hub to serve as a test bed for prototypes that can later be applied to its global operations. By experimenting locally, the company can ensure AI models are safe, transparent, and effective before broader deployment. This approach underlines the strategic importance of Singapore as a centre of innovation and AI development.
Through this initiative, Manulife seeks to strengthen both its technological capabilities and human expertise in the insurance sector. The AI CoE represents a convergence of advanced tools and human judgment, aiming to redefine customer experiences. With Singapore as the hub, the company is positioning itself to lead AI-driven innovation in Asia and beyond.
How Manulife Is Integrating AI Into Every Part of Insurance
Manulife’s AI Centre of Excellence is designed to enhance underwriting through advanced predictive models. These models will assist in evaluating risk more accurately and streamline policy approval processes. By using AI for risk assessment, the company aims to reduce errors and improve decision-making speed.
Policy servicing is another area targeted for AI automation. Routine administrative tasks such as document verification, claim processing, and data entry will be handled by intelligent systems. This will free up staff to focus on more complex and value-added activities. Employees will still oversee these processes to ensure transparency and compliance with regulatory standards.
Customer engagement is set to benefit from AI-powered tools that personalize interactions. AI models can suggest tailored products, guide follow-ups, and help advisers respond quickly to client needs. These tools aim to create smoother, more relevant experiences for policyholders. At the same time, human oversight ensures recommendations are ethical and appropriate.
For adviser support, the centre will provide systems that assist in decision-making and workload management. Advisers will receive AI-generated insights on client portfolios and actionable follow-up suggestions. This approach allows teams to concentrate on building trust and providing personalized guidance. The AI tools are meant to augment, not replace, human expertise.
Transparency and human oversight are core principles guiding the deployment of AI models. Every AI system will be tested rigorously before being used in live operations. This ensures outputs are accurate, explainable, and align with Manulife’s standards for fairness.
Prototypes developed in Singapore will be tested locally before being adapted for other markets. This ensures that models meet regional requirements while allowing scalable deployment globally. By piloting solutions in Singapore, Manulife can refine AI applications and maintain high levels of reliability.
Overall, the AI CoE represents a strategic integration of technology into underwriting, policy servicing, customer engagement, and advisory work. Manulife seeks to create a balanced system where AI enhances efficiency while human judgment remains central. This careful implementation sets the stage for AI adoption across its broader global operations.
How Manulife Is Developing AI Skills and Governance in Singapore
Manulife’s AI CoE is forging partnerships with universities, the Institute of Banking and Finance, and local training organizations. These collaborations aim to support AI governance, model oversight, and practical implementation skills. By working with academic and industry partners, Manulife ensures that AI knowledge is effectively shared across the ecosystem.
The centre will offer AI training programs recognised by the IBF for employees across advisory, underwriting, operations, and technology roles. These programs focus on developing capabilities in model design, monitoring, and responsible deployment. Employees will gain hands-on experience with generative AI tools to support daily workflows.
Internships and mentorships are also part of the AI CoE’s initiatives. Students will have the opportunity to learn how AI applies to financial services, giving them early exposure to industry practices. This initiative strengthens the talent pipeline in Singapore for AI-driven roles.
Manulife will participate in MAS PathFin.ai, a programme that encourages experimentation with AI solutions in the financial sector. Through this initiative, the AI CoE can test prototypes, share insights, and contribute to industry-wide innovation. Collaboration within this framework enhances transparency and builds trust in AI adoption.
Knowledge exchange is further facilitated through partnerships with research institutes such as the Asian Institute of Digital Finance at the National University of Singapore. These collaborations help refine AI models and explore new applications within financial services. The centre’s engagement with research institutions ensures that developments are guided by best practices and evidence-based insights.
Responsible AI governance is central to all workforce development and partnership initiatives. Every project emphasizes human oversight, ethical deployment, and compliance with regulatory standards. This approach reinforces confidence in AI tools among employees, customers, and industry stakeholders.
Overall, Manulife’s focus on partnerships, training, and governance ensures a skilled workforce capable of leveraging AI effectively. The centre supports sustainable innovation while preparing employees and students for an AI-driven future. By fostering talent and responsible practices, Singapore becomes a strategic hub for Manulife’s enterprise-wide AI efforts.
How Manulife’s AI Centre Is Shaping the Future of Insurance
Manulife’s AI CoE is set to transform operational efficiency across underwriting, policy servicing, and advisory functions. By introducing AI-based tools, employees can focus on high-value tasks that enhance customer engagement. The centre enables faster, more informed decision-making that improves overall service quality.
The CoE’s initiatives strengthen workforce capabilities through training, internships, and mentorship programs. Employees gain skills in AI governance, model monitoring, and responsible implementation practices. These efforts ensure that AI adoption is both effective and aligned with ethical standards.
Globally, the Singapore hub supports Manulife’s enterprise-wide AI strategy by testing prototypes and scaling successful models across markets. This allows insights gained locally to benefit operations in other regions while maintaining transparency and human oversight. The centre becomes a crucial node in the company’s broader technological transformation.
Singapore’s financial sector also benefits from the AI CoE through partnerships with research institutions and industry initiatives such as MAS PathFin.ai. These collaborations foster knowledge sharing, innovation, and talent development within the country. By hosting such a hub, Singapore strengthens its position as a regional leader in AI adoption for financial services.
Overall, Manulife’s AI CoE demonstrates how insurers can combine technology with human expertise to improve efficiency, enhance customer experiences, and prepare workforces for an AI-driven future. The centre highlights emerging trends in AI adoption across workplaces and sets a model for responsible innovation in the industry.
