Useful information

Useful information
Useful information

What you should know

Data Privacy Policy

View the privacy policy.

Policy Owner’s Protection Scheme
HSBC Life Fair Dealing Mission Statement

We will assess our success against five outcomes as follows:

  1. We understand our customers’ needs
    and design, market and sell products and services that recognise the long-term interests of customers.
  2. We provide products and services that offer a fair exchange of value
    which balance customer and HSBC interests and do not undermine market competition.
  3. We service customers’ ongoing needs, and put it right if we make a mistake
    ensuring products and standards of service continue to have a positive impact.
  4. We act with integrity in the financial markets we operate in
    acting in our customers’ interests and not in ways which manipulate or undermine markets.
  5. We operate resiliently and securely to avoid harm to customers and markets
    across digital, physical and operational arrangements to support customer needs and wider financial system stability.
Your Guides from Life Insurance Association of Singapore
  • Your Guide to the Nomination of Insurance Nominees 2013
    This guide outlines how the Insurance Nomination Law, which came into effect on 1 September 2009, applies to various types of policies and the steps in making a trust or revocable nomination.

    Download guide in English.
    Download guide in Chinese.

  • Your Guide to Health Insurance
    This guide provides general information on health insurance and the various products that may meet your needs. It gives you the information you should have before you buy any health insurance product or discuss your needs with a Insurance Adviser.

    Download guide in English.
    Download guide in Chinese.

  • Your Guide to Participating Policy
    This guide sheds light on how a participating life insurance policy works. It provides information you should know before you purchase any participating policy or a 'with profits' policy.

    Download guide in English.
    Download guide in Chinese.

  • Your Guide to Life Insurance
    This guide describes the various types of life insurance products and distribution channels and provides general information about life insurance. It gives you the basic information you need so you can discuss your insurance needs with your Insurance Adviser.

    Download guide in English.
    Download guide in Chinese.

  • Your Guide to Investment-Linked Insurance
    This guide provides general information about what you should know before purchasing an investment-linked insurance plan – from key features and benefits and how they work to investment returns and fees and charges.

    Download guide in English.

  • Your Guide to LIA Code of Life Insurance Practice
    Download guide in English.
    Download guide in Chinese.
Payment Terms and Conditions
  1. You must be 18 years of age and above and have appropriate authority and capacity to validly accept and meet your obligations to accept the online payment terms.
  2. The credit/debit card ("Card") used for the purchase of products is issued in your name or you are authorized to use the Card.
  3. The Card information supplied by you is true and correct.
  4. Credit card payment is disallowed for renewal of all Life/Shield policies with the exception of GlobalCare.

    Examples of Life/Shield products include but are not limited to: CritiCare, SmartCare Critical.

    We will refund any credit card payments made with the intention of paying for Life/Shield policy renewals using other product categories.
  5. Secured Payment
    • When you complete your payment online, funds with be deducted from your Card in SGD currency, unless otherwise stated. All payments are debited to -> HSBC Life (Singapore) Pte. Ltd.
    • Every Card transaction occurs within a secure environment and securely encrypted.
  6. Credit Card Information Verification
    • When you submit your Card information, including CVV, your information will be encrypted and securely transmitted to card issuers for payment verification and approval.
    • Before purchasing our products, it is recommended that you shall make necessary enquiry about the charges or fees payable (if any).
    • It is your sole responsibility to ensure that the information entered in the relevant fields are correct. It is recommended that you record and retain a copy of the transaction for record keeping purposes, which might assist in resolution of any disputes that may arise out of usage of the service.
    • It is your sole responsibility to ensure that the premium to be paid via Payment matches the amount on your Renewal Notices / Quotations.
    • You represent and warrant that the Card details provided for use of the purchase are correct and accurate and that you shall not use a credit/debit card that is not lawfully owned by you or the use of which is not authorized by the lawful owner thereof.
  7. Confirmation of Payment
    • If successful, you will receive a confirmation notice of your completed payment. Else, you will be advised that your payment has failed. You may contact us for enquiries. Alternatively, you could also contact your Card provider for advice if the payment fails.
    • Your completed payment will be updated in HSBC Life (Singapore) Pte. Ltd. system within 5 working days.
  8. HSBC Life (Singapore) Pte. Ltd. reserves the right to suspend the processing of any transaction or disable or limit the use of the Card in the event of any error in transaction which results in decline or chargeback from the financial institution or where HSBC Life (Singapore) Pte. Ltd reasonably believes that the Card has been used for a transaction that may be fraudulent, illegal or involves any criminal activity or where HSBC Life (Singapore) Pte. Ltd reasonably believes you to be in breach of the Terms of Use.
  9. You agree that you will cooperate in relation to any financial crime screening that is required and to assist HSBC Life (Singapore) Pte. Ltd. in complying with any prevailing laws or regulations in place.
  10. Refund Policy
    • A full refund is to be requested by customers within 5 working days after the transaction is made, subject to management’s approval.
    • If your full refund is approved, we will initiate a refund to your Card (or original method of payment). Full refund will be sent to the card-issuing bank within 5 working days, the processing time of the refund would be dependent on your bank / card issuer.
    • Partial refund due to cancellation of policies would be handled via cheques / banks transfer.
  11. We express our regret that we would not be able to change the payment mode (lump-sum / instalment) after the payment transaction is completed.

Customer Service Contract

If you have any questions or concerns, please contact our customer care support by:

  1. Submitting an enquiry form at https://www.hsbclife.com.sg/customer-care/contact-us or;
  2. Call us at +65 6880 4888
HSBC Life SG Chat Terms

Feedback and complaints

Give us feedback

Your feedback is invaluable to helping us serve you – and all our customers – better. It helps us maintain a high standard of service and provide products and services that meet your needs.

If you have a suggestion for us, we want to hear it.

Pay someone a compliment

If you have received exceptional service from someone, we would love to hear about it, too. Our colleagues always appreciate receiving your positive feedback – because we let them know about it.

Tips for raising a formal complaint

If on any occasion our service standard falls below your expectation, please drop an email to hsbccares@mail.life.hsbc.com.sg to let us know, and we will look into it.

Whether you reach out to us by email, regular mail, or any other form of communication, remember to:

  • include your name, email address and your preferred contact number
  • provide as much information about your complaint as possible to ensure a quicker response time

What happens next?

When can you expect a response?

We will send you written acknowledgement within 2 business days of receiving your complaint.

Once your complaint is assigned, the case handler will contact you and be your point of contact and keep you informed and provide you updates on the status.

We'll review your complaint

We'll make sure that we have the information we need from you to get started. If we think we need more information – for example, what the problem is or to ask you for things like your policy numbers – we will contact you.

We'll let you know when we've completed our review

We endeavor to respond to your complaint within 14 business days depending on the nature and complexity of the issue/s raised. If more time is needed, your case handler will update you and let you know the estimated timeline when you can expect a resolution and final response from us.

If we find that you've been treated unfairly, we'll put things right and provide remedial actions and/or offer redress. If the remedial actions and/or redress are acceptable to you, we will ensure that payments for redress are made, and/or remedial actions are carried out.

If you want to take things further

We have effective measures in place to monitor complaints, including regular audits and management review. If you are not happy with the way we resolved your complaint, please let us know as soon as possible. We will conduct a review and look to get it sorted.

If, despite our best efforts, you're not entirely satisfied with our resolution, you have the right to refer the matter to the Financial Industry Disputes Resolution Centre Ltd (FIDReC). You can find out more information about this process by visiting their website at www.fidrec.com.sg