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May 1, 2018

John Hancock to implement single, integrated digital platform for life and annuity customers

John Hancock, a division of Canada-based Manulife Financial, has rolled out a four-year project to deploy a single, integrated platform to offer its life and annuity customers with a holistic and digital experience.

In order to execute this plan, the insurer has teamed up with Indian IT major Infosys.

Once the project is completed, various legacy systems will be integrated at John Hancock, which will enable the insurer to provide customers with a more digitally enabled experience across insurance products.

John Hancock said that it will retain direct responsibility for all customer interactions through its contact centre.

John Hancock Insurance president and CEO Brooks Tingle said: “As we transform John Hancock into a digital, customer-centric leader – with offerings ranging from John Hancock Vitality to the financial advice app Twine – it is critically important that our IT infrastructure supporting in-force customers also delivers an exceptional experience.

Manulife head of North American Legacy business Naveed Irshad said: “Consolidating multiple legacy systems into a single, integrated platform will reduce the cost of supporting closed in-force blocks of business and increase opportunities to leverage advanced analytics to reengineer the customer experience. This partnership will help us modernise, increase flexibility, and move faster in our global ambitions.”

Manulife operates as John Hancock in the US and provides nearly 10.7 million Americans with a range of financial products, including life insurance, annuities, investments, 401(k) plans, and college savings plans.

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