Manulife has declared it is accelerating its artificial intelligence (AI) transformation, with more than 43 generative AI (GenAI) use cases already in production and an equal number expected by year-end.
The company is also actively exploring over 450 additional AI concepts, signaling a major shift in how the global insurer is embedding next-generation technology across its business.
Central to this scale-up is Manulife’s “Responsible AI Principles,” which govern how the company develops and deploys AI across all regions and business units. These guidelines emphasize ethical data use, transparency, human empowerment, and alignment with the company’s sustainability and governance standards.
“As GenAI reshapes our industry, we’re focused on driving innovation without compromising trust, ethics, or accountability,” said Jodie Wallis, Manulife’s global chief analytics officer.
“Our principles ensure we’re building AI systems that are explainable, free from bias, and centered on human agency.”
Manulife’s six core AI principles are:
Manulife began building its AI capabilities in 2016. In the past three years, the Toronto-based insurer has driven a rapid expansion through strategic investments in data platforms and AI infrastructure.
It now employs approximately 200 data scientists and machine learning engineers. It has rolled out GenAI tools company-wide, supported by a global skills-building program for employees, leaders, and technical teams.
In 2024 alone, Manulife estimates over $600 million in benefits were realized from digital customer leadership initiatives, with AI playing a central role. The firm expects its broader digital transformation to generate a three-times return on investment by 2027.
As AI becomes more deeply embedded in the financial services industry, Manulife sees ethical leadership as critical to long-term success.
“Our Responsible AI Principles are not just aspirational, they are operational,” said Karen Leggett, global chief marketing officer at Manulife. “We’re applying them to every AI use case, every workflow, and every customer interaction. They’re helping us innovate with integrity.”
Wallis highlighted the need for continuous learning, both within the company and across the industry, especially as regulations evolve and technologies advance.
Speaking at the Reuters Momentum AI Summit in New York last month, Wallis emphasized the importance of responsible AI at scale: “We’re committed to ensuring that AI remains trustworthy, inclusive, and beneficial. Our role is to lead with purpose and to ensure that technology truly serves people.”
With more than 37,000 employees and over 109,000 agents, Manulife serves over 36 million customers worldwide through financial advice, insurance, and investment management services.
