Making a Claim

Making a Claim

A claims record to be proud of

We’re proud of our claims record and the levels or service we provide to advisers and their clients. Some of our highlights include:

In 2024*, HSBC Life paid out claims, accumulated across all its Life and Critical Illness products and distribution channels, of 97.53% of Life claims and 94.44% of Critical Illness claims.

We have been helping people protect their families for over 36 years**. During this time we have paid:

Source: *HSBC Life Claims data from1st January to December 31st 2024

**Since HSBC Life (UK) Limited started doing business in 1988

How can your clients make a claim?

Step 1 – Your client, or their representatives, registers a claim

Step 2 – Your client or their representatives speak directly with a Personal Claims Adviser, who takes the details over the phone. No lengthy claim forms to complete – your client signs the consent form digitally. 

Step 3 – We gather the information required to assess the claim against the policy Terms and Conditions. We communicate the claim decision to the client or their representatives by phone.  

Helping you explain our client centric claims service​

Our short videos explain the key features and benefits
of our claims service.​

1. Paperless claims process provided by dedicated Claims Manager​
2. 24-hour service standard for dealing with all evidence and correspondence​

3. Fast payment of the claim within one day of a decision

Visit our claims video hub

Contacts for your clients or their representatives to make a claim

Clients’ claims stories

  • Mrs J wanted protection as her grandson, age 9 was living with her under special guardianship. Mrs J was sadly diagnosed with cancer in 2021 despite having no prior symptoms or health issues. She passed away in May 2022 and the claim was paid, providing the financial security she had wanted for her husband and grandchild. 

  • Mrs P claimed on her HSBC Life Critical Illness Policy for Grade 2 Breast cancer. She said: “I have been on a roller-coaster I couldn’t get off, BUT, I have been able to pay off my mortgage in full, my personal loan too and have some money left in the bank. All before they operated to remove my cancer.”

FAQs – Claims