Manulife Hong Kong has been selected to join the First Cohort of the GenA.I. Sandbox++, a cross-sector initiative led by the Hong Kong Monetary Authority, the Securities and Futures Commission, the Insurance Authority and the Mandatory Provident Fund Schemes Authority, alongside Hong Kong Cyberport, to promote responsible generative AI adoption across financial services.
Two use cases from Manulife Hong Kong have been admitted to the programme, spanning the insurance and Mandatory Provident Fund (MPF) sectors. The insurer is one of only five insurers selected to join the sandbox, adding to its recent inclusion as a Core Participating Insurer in the Insurance Authority’s AI Cohort Programme.
AI-Assisted Claims and Fraud Review
On the insurance side, Manulife’s BetterClaims AI will explore how generative AI can help advisors respond to medical and critical illness claims enquiries with greater accuracy. The tool gives advisors structured, referenced access to policy content and claims guidelines at the point of customer engagement, though claims assessments and decisions remain with qualified claims professionals.
- BetterClaims AI: a claims knowledge assistant built on Manulife’s approved policy content
- GenAI-Assisted Red-Flag Tool: developed with Cyberport to support intermediary fraud risk review for MPF transactions
- Access to Cyberport’s AI Supercomputing Centre for participating institutions
- Human oversight retained for all claims decisions and fraud investigations
“At Manulife, we believe AI should make insurance easier by empowering our people to serve customers better. BetterClaims AI helps our advisors give customers clearer, more consistent answers when it matters most, while keeping human expertise, accountability and robust governance firmly at the centre,” said Wilton Kee, Chief Executive Officer of Manulife Hong Kong and Macau.
Fraud Risk Review for MPF Sector
On the retirement side, Manulife is collaborating with Cyberport to build a GenAI-Assisted Red-Flag Tool that helps investigators identify potential risk patterns in intermediary-related MPF transactions. The company stressed the tool serves as a decision-support system only and does not automate investigations or enforcement actions.
“We are exploring how AI can support the earlier identification of risk signals and enable more informed reviews, while keeping human judgement and accountability at the centre of every decision,” said Jeanie Ho, Head of Hong Kong and Macau Retirement, Manulife.
The GenA.I. Sandbox++ gives participating institutions a controlled environment to pilot AI use cases, reinforcing Hong Kong’s push to position itself as a regional hub for financial AI innovation.
