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Manulife Hong Kong joins Insurance Authority AI Cohort Programme as core participating insurer

Manulife Hong Kong was named a Core Participating Insurer in the Insurance Authority's AI Cohort Programme. It will partner with Alibaba Cloud to build a joint AI hub.

1 min read
Insurance

Manulife Hong Kong has been named a Core Participating Insurer in the latest batch of the Insurance Authority's AI Cohort Programme. The designation commits the company to helping establish AI Centres of Excellence in Hong Kong, developing local talent, and sharing operational data with regulators to set industry-wide adoption standards.

Manulife is deploying artificial intelligence across distribution, customer experience, underwriting, and claims. The company recently launched a customer-facing AI assistant that provides 24/7 bilingual support and faster access to policy information. This deployment reflects a broader industry shift toward AI for Customer Support, where automated tools handle routine inquiries while human agents manage complex cases.

Internally, the insurer is rolling out a sales enablement tool that gives agents data-driven insights. A separate assistant handles new business and underwriting enquiries to speed up processing times.

Infrastructure and governance

To scale these capabilities, the company announced a strategic partnership with Alibaba Cloud to co-develop new use cases through a joint AI hub. All deployments operate under a strict governance framework to ensure secure and compliant implementation.

"AI is rapidly transforming the insurance landscape, enabling insurers to reimagine how we serve customers while driving greater efficiency and resilience," said Patrick Graham, CEO of Manulife Hong Kong and Macau. "We are honoured to participate in the AI Cohort Programme."

Why this matters for insurance professionals

For insurance professionals, Manulife's inclusion in the IA Cohort Programme signals a shift from isolated AI pilots to regulated, industry-wide deployment. As the company builds AI Centres of Excellence and shares findings with regulators, underwriters and claims handlers can expect clearer compliance guidelines for tools related to AI for Insurance. Professionals should monitor these regulatory frameworks, as they will likely dictate the approved use cases for automated underwriting and customer data processing in the near future.

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