Useful information

If you've received exceptional service from someone, we'd love to hear about it too. Our colleagues always appreciate your positive feedback, and we'll be sure to pass your compliment on to them. You can email us at hsbclife_cares@hsbc.com.sg

To help us pass your compliments to our colleagues, please include:

• The name and department of the colleague who assisted you
• A short description about the exceptional service they provided

If our service falls below your expectations, please let us know so we can look into it. You can email us at hsbclife_cares@hsbc.com.sg.

To help us address your complaint more quickly, please include:

• Your name, email address and preferred contact number
• As much information about your complaint as you can

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

We'll then assign your complaint to a case handler, and we'll contact you if we need more information from you.

To get started, we'll make sure we have the information we need from you. If we think we need more information – such as your policy number – we'll contact you.

We'll do our best to respond to your complaint within 14 business days. Your case handler will let you know if we need more time before we can resolve the matter and you can expect a final response.

If we find that you've been treated unfairly, we'll put things right offering remedial actions and / or redress. If you find them acceptable, we'll make sure to proceed with the resolution.

We have effective measures in place to monitor complaints, including regular audits and management reviews. But if you're not happy with how we resolved your complaint, please let us know soonest. We'll conduct a review 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 learn more about this process on the FIDReC website.

To learn how we collect and use data, please read our data privacy policy (PDF, 331KB).

Your policy may be protected under the policy owner's protection scheme – you can check this on our list of protected polices (PDF, 908KB).

To learn more about the policy owner's protection scheme, please see its consumer guide (PDF, 957KB).

We'll assess our success against the following five outcomes:

1. We understand our customers' needs – and design, market and sell products and services that recognise our customers' long-term interests.
2. We provide products and services that offer a fair exchange of value – which balance both our customer's interests with HSBC's interests, and don't undermine market competition.
3. We service our 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 our customers' needs and the stability of the wider financial system.

This guide outlines the Insurance Nomination Law, which came into effect on 1 September 2009. It applies to various types of policies and the steps in making a trust or revocable nomination.

• Your Guide to the Nomination of Insurance Nominees 2015 – English (PDF, 7.1MB)
• Your Guide to the Nomination of Insurance Nominees 2015 – Chinese (PDF, 4.82MB)

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 Financial Planner.

• Your Guide to Health Insurance – English (PDF, 343KB)
• Your Guide to Health Insurance – Chinese (PDF, 486KB)
• Infographic – Evaluating My Health Insurance Coverage (English) (PDF, 983KB)
• Infographic – Evaluating My Health Insurance Coverage (Chinese) (PDF, 1.55MB)

This guide describes the various types of life insurance products and distribution channels. It also provides general information about life insurance. It gives you the basic information you need so you can discuss your insurance needs with your Financial Planner.

• Your Guide to Participating Policies – English (PDF, 193KB)
• Your Guide to Participating Policies – Chinese (PDF, 788KB)

This guide describes the various types of life insurance products and distribution channels. It also provides general information about life insurance. It gives you the basic information you need so you can discuss your insurance needs with your Financial Planner.

• Your Guide to Life Insurance – English (PDF, 240KB)
• Your Guide to Life Insurance – Chinese (PDF, 1.24MB)

This guide provides general information about what you should know before purchasing an investment-linked insurance plan. It covers key features and benefits, how they work, investment returns, fees and charges.

• Your Guide to Investment-Linked Insurance – English (PDF, 152KB)

This guide covers the code of life insurance practice by the Life Insurance Association (LIA).

• LIA Code of Life Insurance Practice – English (PDF, 262KB)
• LIA Code of Life Insurance Practice – Chinese (PDF, 1.8MB)

This guide provides an overview of insurers' general underwriting principles and practices relating to the risk assessment of individuals for life insurance and health insurance coverage.

LIA Guide to Medical Underwriting for Life Insurance (English) (PDF, 1.92MB)

LIA Guide to Medical Underwriting for Life Insurance (Chinese) (PDF,2.10MB)

MAS and Financial Industry Launch Basic Financial Planning Guide

Due 29 Feb 2024

The documents below were previously located on this page: https://www.insurance.hsbc.com.sg/help/resource-library/

Annual bonus updates for financial year ended in 31 December 2023

Annual bonus updates for financial year ended in 31 December 2022

Annual bonus updates for financial year ended in 31 December 2021

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 authorised 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
   1. 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'.
   2. Every Card transaction occurs within a secure environment and securely encrypted.
6. Credit card information verification
   1. When you submit your Card information, including CVV, your information will be encrypted and securely transmitted to card issuers for payment verification and approval.
   2. Before purchasing our products, it is recommended that you shall make necessary enquiry about the charges or fees payable (if any).
   3. 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.
   4. It is your sole responsibility to ensure that the premium to be paid via Payment matches the amount on your Renewal Notices or Quotations.
   5. 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 authorised by the lawful owner thereof.
7. Confirmation of payment
   1. 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.
   2. 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
    1. A full refund is to be requested by customers within 5 working days after the transaction is made, subject to management’s approval.
    2. 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 or card issuer.
    3. Partial refund due to cancellation of policies would be handled via cheques or bank transfers.
11. We express our regret that we won't be able to change the payment mode (lump-sum or instalment) after the payment transaction is completed.

If you have any questions or concerns, please contact our customer care support team. You can either:

• Submit an online enquiry form
• Call us on +65 6800 4888

To learn more about the terms that govern our chat messaging service, please see the HSBC Life SG Chat terms (PDF).

Certain US laws and regulations with respect to insurance products applies to an individual with authority over the product or an individual or an entity physically located in or acting from within US either on a temporary or permanent basis ('US Person'). There are limited policy servicing activities that are allowed for a US Person.

For insurance regulatory purposes of this Policy, 'US Person' is defined as: Any individual natural person, business entity, account holder, receiver, trustee, fiduciary, firm, custodian, nominee or any other individual or entity in its own or any representative capacity physically located in or acting from within the US for any length of time, even if for only brief travel (ie there are no exemptions or physical presence tests under US insurance laws for persons with temporary presence in the US).

If you are a US Person, we regret to inform you that we are unable to carry out any request that falls under the list of the key prohibited policy servicing activities: 

• Absolute assignment 
• Addition or deletion of riders
• Application for exiting the policy guaranteed interest rate lock
• Change, addition or nomination of trustee
• Change of life insured
• Collateral assignment
• Fund switch
• Increase or decrease in premium
• Increase or decrease in sum insured
• Policy currency switching
• Reinstatement
• Renewal of 5-year renewable or convertible term
• Review of loading or terms, including changing from smoker to non-smoker and vice versa
• Top-up or unscheduled premium

If you have any queries, please contact our customer care support team. You can either:

• Call us on +65 6880 4888
• Email us at e-surance@hsbc.com.sg

To help fight against tax evasion and protect the integrity of tax systems, governments around the world are introducing a new information-gathering and reporting requirement for financial institutions. This is known as the Common Reporting Standard ('the CRS') and we'd like to help you understand what it means for you.

Under the CRS, we are required to determine where you are 'tax resident' (this will usually be where you are liable to pay income taxes). We will base this on information we have already or we may ask you for additional details.

If you are tax resident or paying taxes outside the country or region where you bank then we may be required to give the national tax authority this information, along with information relating to your policies. This may then be shared between the tax authorities of different countries or regions.

Singapore will participate in the CRS from 1 January 2017 onwards. If you have any questions regarding your tax residency, please refer to the rules governing tax residence that have been published by each national tax authority. If you have any specific questions regarding your tax residency, please contact a professional tax adviser, as we are unable to provide tax advice. You may also find useful guidance on the Organisation for Economic Co-operation and Development CRS portal.