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Coronavirus

If you’re struggling to pay your Life Cover monthly premiums because of coronavirus, help is available. Please visit our Frequently Asked Questions page for more information. Alternatively, please contact our HSBC Life Protection Plan Support team at Support@lifeprotectionplan.hsbc.co.uk or 0333 207 5563 to find out more.

Our claims service

How to make a claim

Your client, or you on behalf of your client, can make a claim by:

Email: support@lifeprotectionplan.hsbc.co.uk

Telephone: 0333 207 5563

9am – 5.30pm Monday to Friday (excluding public holidays)

Writing: HSBC Life (UK) Limited, PO Box 1053, St Albans, AL1 9QG

To help us to continually improve our service and in the interests of security, we may monitor and/or record your, or your client’s, communication with us.

Our 3 step tele claims service

STEP 1: Your client registers a claim.

STEP 2: Your client speaks directly with a Personal  Claims Adviser, who takes the details over the phone. There are no lengthy claim forms to complete! Your client signs the consent form digitally.

STEP 3: We gather evidence and assess the claim against the Policy Terms and Conditions. Our claim decision is communicated to the customer by phone.

Quick & personal service

Customer call back with a Claims Specialist next working day following the notification of the claim

No claim form to complete – proactive and empathetic tele-claims service

Direct telephone number of Claims Specialist given to customer – no barriers to making a claim

Our SLAs     

How long does it take us to pay out?

Critical Illness or Terminal Illness claims: Average 5 weeks.  Over 50% of claims paid within 1 month of notification. (based on Q1 2020, HSBC Life internal data)

Life claims: Average 3 weeks. Over 80% of claims paid within 1 month of notification (based on Q1 2020 HSBC Life internal data)