Manulife Canada Voiceprint Statement

We are committed to providing the highest quality financial products and services in a manner that fosters trust and confidence among our customers, employees, and representatives. In accordance with our Manulife Canada Privacy Policy, we are also committed to protecting the privacy of all personal information in our care.

The information we collect

Our voice authentication program is designed to help verify your identity using your voice characteristics and call behaviours, providing an additional layer of protection when you call our Contact Centres and helping ensure faster, easier, and more secure interactions.

We create a unique voiceprint; a numerical binary representation used solely for identity authentication and fraud prevention.

Enrolment in the voice authentication program is optional. We will ask for your permission prior to recording your voice for enrolment.  

How we use your voiceprint

We only use your voiceprint to verify your identity when you call our Canadian Contact Centres for the Manulife products, where voice authentication is available.

Your voiceprint is encrypted and kept in a secure database in Canada. Access to your voiceprint is strictly limited to authorized personnel and to service providers that require the information to perform their duties on our behalf and to fulfill their contractual obligations to us, including for purposes such as troubleshooting. Access may also be provided to other parties as permitted or required by law.

• In some cases, your voiceprint will be provided to these authorized personnel people and service providers in other provinces within Canada and would therefore be subject to the laws of those provinces.

It’s your choice

You have the choice to participate and can withdraw at any time by contacting our Contact Centres.  If you don’t want to participate or withdraw, we will continue to use the existing method of authentication such as asking you personal verification questions (PVQs) to verify your identity.

We will retain your voiceprint for as long as you are enrolled in the voice authentication program, or after a period of inactivity and as required or permitted by law.

Further Information

For more details on this free service, please see the Voice Authentication FAQ’s