Manulife Vietnam has just announced to customers that some individuals are taking advantage of the situation to collect fees to file complaints about the "Investment Security" insurance package.
"We have reported these individuals to relevant authorities for handling. To ensure the rights of each customer, we recommend that customers directly send complaints to the company," the notice stated.
According to the announcement, Manulife Vietnam said that on average, the company pays more than 42,000 insurance claims to customers each month. Therefore, canceling the contract early will cause damage to the accumulated benefits and protection that customers have built up before.
"Before making a decision regarding an insurance policy, it is important that customers carefully consider the financial implications and that existing customers should not be alarmed or influenced by inaccurate rumours," the insurer advised.
Manulife Headquarters in Ho Chi Minh City
However, Manulife Vietnam affirms that it always maintains strong financial resources, with a solvency margin far exceeding the statutory requirements to fulfill its commitments to customers. At the same time, it will continue to closely coordinate with relevant authorities and departments to thoroughly resolve complaints from customers who purchase insurance through SCB Bank.
Since the crisis involving SCB bank in early October 2022, Manulife Vietnam has recorded a significant increase in complaints from SCB customers participating in the "Investment Security" insurance product.
Manulife Vietnam has actively cooperated closely with relevant agencies and mobilized resources to expedite complaint resolution as quickly as possible with a commitment to customer focus.
Accordingly, since the announcement of direct dialogue to resolve complaints of SCB customers on April 26 until now, Manulife Vietnam has completed handling nearly 60% of complaints and is currently handling 40% of the remaining complaints.
"To ensure that the complaint resolution results are objective and thorough for customers, we have hired a third-party investigation unit to participate in the evaluation process," Manulife Vietnam's announcement stated.
Regarding the results of complaints of some customers rejected by Manulife Vietnam, this insurance company said it will proactively contact each customer, explain in detail about Manulife's decision and take next steps if any.
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