Payout method changed without customer approval
2 years ago both my sister and myself bought the Manuallife 2 years endowment. My sister bought it from a representative while i bought from POSB. Recently my sister's endowment has matured. Due to an error made by the RM of POSB my policy didnt state the method of payment and Manuallife issued a cheque. I have to call their support team to get it converted to paynow
Due to this incidence, I login Manuallife client portal using Singpass for my sister's policy. The payout method stated as Paynow. I regret that I didnt photo this page as evidence not knowing that Manuallife will ignored this even when payout method was selected
Its only today on 1Oct (my sister's policy matured on 25Sept2025) that it was via cheque (this was communicated to me by Manuallife representative)
This is deeply disappointing and hugely frustrating and annoyingly idiotic. I am now asking that Manuallife do an investigation into my sister's policy payout method whether any changes have been made or just that Manuallife decided to use their default payout method regardless of option customer selected?
I have a few questions to ask Manuallife
1) Are there so many customers whose policy were maturing within the same 1month period such that customer support cant be formed to call customers and to confirm the payout method?
2) How did the payout method got changed from paynow to cheque when policy holder didnt changed it (with no photo prove its difficult to prove a negative, but i checked 3x and my sister was also made aware and both of us were looking at the screen to confirm that for her, its paynow as stated)
3) SG government has stopped the issuance of cheques by end of 2025 but Manuallife dont even bothered to spent time to call customers and confirmed that they needed a cheque payout instead of changing to paynow especially for customers that didnt select ANY payout method (like my policy, there was no payout method selected)
How did Manuallife come to a conclusion that its doing the customer a favor by making a 64 years old to goto bank to bank in a cheque that will take another 3 days to receive the funds and upto 7 days to receive the cheque for a total of 10 days delay.
This incidence was so disappointing that both myself and my sister decided that Manuallife rather let AI/bots take over customer care, for they dont!