Frequently Asked Question
  1. Home
  2. FAQ

HSBC Life SG is a one stop policy servicing mobile application/ customer portal that allows customers to easily access their HSBC Life policy information, E-Shield Medical Card and portfolio details. Users can perform e-services such as:

  1. Update mailing address & add alternative contact number
  2. Change payment frequency for their policies
  3. Perform fund switch and/or premium re-allocation for investment linked policies

Even if you are not logged in to HSBC Life SG, you are still able to access the Emergency Contacts, Fund Prices, HSBC Life SG FAQ and HSBC Life Blog.

Tap image to zoom

Tap image to zoom

HSBC Life SG Application customer portal is the desktop version of HSBC Life SG Application, which you can access via this link: www.insurance.hsbc.com.sg/hsbclifeapp/signin
Follow the steps below to setup an account on HSBC Life SG Application
Step 1:

From the main screen, tap on Log on / Register at the top of the page.

Step 2:

Tap on Register account to proceed to the registration page.

Step 3:

Follow the steps below to verify your HSBC Life policy:

Either

  • Fill in your NRIC/ FIN / passport number.
  • Fill in your date of birth.
  • Tap on Continue to proceed.
Or
  • Fill in your NRIC/ FIN / passport number.
  • Fill in your policy number
  • Tap on Continue to proceed.
Step 4:
  • Enter your preferred username and password.
  • Tap on Submit to proceed.
Step 5:

Enter the OTP sent to your registered mobile number.

Step 6:

Upon successful registration, you will be redirected to the login page.

Follow the steps below to reset your password:


Step 1

From the main screen, tap on Log on / Register at the top of the page.

Tap image to zoom

Step 2

Tap on Log on.

Tap image to zoom

Step 3

Enter your username and password and tap on Next.

Tap image to zoom


Step 4
  • Enter the OTP that has been sent to you via SMS.

Tap image to zoom

Step 5
  • Create a passcode or enable Touch ID to verify your identity easily without signing in next time.

If you forget your passcode, you'll need to sign in again to set up a new one.

Tap image to zoom

Step 6

You will be redirected to your home page after successfully creating your passcode.

Tap image to zoom

Follow the steps below to reset your password:


Step 1

From the main screen, tap on Log on /Register at the top of the page.

Tap image to zoom

Step 2

Tap on Log on.

Tap image to zoom

Step 3

Tap on Forgot password.

Tap image to zoom


Step 4
  • Enter your username.
  • Tap the checkbox to validate CAPTCHA.
  • Tap on Validate to continue.

Tap image to zoom

Step 5
  • Enter your new password and tap on Submit.
  • Please do not use the last 24 Passwords you have used before.

Tap image to zoom

Step 6
  • Enter the OTP that has been sent to you via SMS.

You will be redirected to your home page after successfully creating passcode.

Tap image to zoom

There may be several factors preventing you from logging in. Please refer below for a list of possible scenarios and follow the recommendations accordingly.

You encounter the following error message:

You encounter the following error message:

You will be able to continue using HSBC Life SG Application while overseas as long as you have an active internet connection and are still using the mobile number registered with HSBC Life. This will allow you to receive the SMS One-Time Password to facilitate your login.If you have changed to an overseas SIM card with a new number, you will not be able to receive the SMS OTP, which will affect your access to HSBC Life SG Application.

Follow the steps below on how to send quires and feedback on HSBC Life SG Application?

Step 1

Under any Policy screen, tap on enquiry/feedback.

Tap image to zoom

Step 2
  • Select your policy and what type of enquiry you have.
  • Fill out the information.
  • Tap on submit feedback.

Tap image to zoom

Step 3

You will be redirected to a confirmation screen which indicates that your enquiry or feedback has been sent.

Tap image to zoom

  1. View your medical E-Card
  2. View your E-Policy (for new customers who have purchased a Life Policy on 27 May 2019 onwards.)
  3. My Contacts – Conveniently find the contact information of your HSBC Life servicing agents or HSBC Life customer care hotlines.
  4. Total Account Value – View your aggregate account value for all in-force Investment-Linked policies
  5. Useful tools / information – Quick links we thought might come in handy for you!

There are 3 different universe environments in HSBC Life SG. Each universe is unique and has different features as stated below. Scroll to the relevant policy universe and click in to access it. You can see most of your personal policies in HSBC Life SG. If one of your policies does not appear in HSBC Life SG, please call the customer care hotline at +65 6880 4888.


Life Protection
  • View Policy Information
  • Payment Frequency
  • View Documents

Tap image to zoom

Savings & Investment
  • Policy Information
  • Finance Articles
  • Fund Switch
  • Premium Redirection
  • Payment Frequency
  • View Documents

Tap image to zoom

Healthcare
  • Payment Frequency
  • Health Articles
  • E-Health Card
  • Policy Information
  • View Documents

Tap image to zoom

E-Policy documents are only available for Life Policies bought after 27 May 2019. E-Policy Documents are only available for these various policy types: Critical illness, Education, Endownment, Health, Home, Hospitalisation, Investments, Personal Accident, Retirement, Term Life & Whole Life.

Yes. The following services are available per Line of Business:
Life Insurance
  • Update Contact Details
  • Update Address
  • Change of Payment Frequency or Method
  • Fund Switching
  • Premium Redirection
Health insurance
  • View policy document
  • Upgrade protection
  • Make health claim
  • Video consultation
Please allow us a processing time of 7-10 working days before the transaction is reflected on the app.
Step 1

From the 'Savings & Investments' screen, tap on Payment frequency.

Step 2
  • Select the policy number you want to change.
  • Select the payment frequency.
Step 3

Key in the OTP that has been sent to your mobile phone.

Step 4

You will receive a successful transaction with reference number.

You will receive a written confirmation once this transaction has been processed

Follow the steps to file a claim with Benefits+

Step 1

Select ‘Policies’ from the ‘Home’ page.

Tap image to zoom

Step 2

Select ‘Healthcare’.

Tap image to zoom

Step 3

Select ‘File a Claim’.

Tap image to zoom

Step 4

Select the policy you’d like to file a claim for.

Tap image to zoom

Step 5

Complete the ‘Claim selection’ section.

Tap image to zoom

Step 6

Fill in the required details

Tap image to zoom

Step 7

Enter the incurred amount and provide your bank details for payout if you have not done so.

Tap image to zoom

Step 8

Upload the required documents, read the consent letter, and sign to acknowledge it

Tap image to zoom

Step 9

Acknowledge the disclaimer and select ‘Continue’.

Tap image to zoom

Step 10

Review your claim summary and click submit.

Tap image to zoom

Step 11

Take note of your claim reference number or take a screenshot for future reference.

Tap image to zoom

  • Please check if you have uploaded the correct format and size.
  • We have a maximum file size of 20mb per file uploaded (max total uploads: 50mb) and we support these formats: .jpeg, .png, .pdf., .jpg (e.g. myreceipts.jpg)

Follow the steps below to track your health claims on HSBC Life SG Application

Step 1

Under Healthcare Universe, Click on "My Health Claims"

Step 2

You will see all the claims that you have submitted.

Step 1

From the‘My E-Health Card’tab,

Tap image to zoom

Step 2

You can find yours and your dependant’s E-Health cards along with all the essential policy details.

Tap image to zoom

Step 1

After logging on, tap on "Policies" in the bottom menu.

Step 2

Tap on "Savings & Investments".

Step 3

Tap on "ILP Withdrawal".

Step 4
  • Select your policy number by clicking on drop-down arrow
  • Download and complete the "ILP Withdrawal / Surrender form"
  • Upload the completed "ILP Withdrawal / Surrender form" along with the other mandatory documents listed on screen
  • Tap on "Continue" to proceed
Step 5

Enter the OTP sent to your registered mobile number

Step 6

Upon completion, a confirmation message will appear on your screen.

Call our customer care at at (+65) 6880 4888 to request removal of your account.
Alternatively, follow the steps below to remove your account on HSBC Life App.
Step 1:

Once login, from the Home screen, tap on "Profile" from the bottom menu

Step 2:

Tap on "Change User Id / Email Address"

Step 3:

Tap on "Delete account" link

Step 4:

Read the notes and enter your current password. Tap on "Proceed"

Step 5:

To confirm, tap on "Yes,I'm sure"

Step 6:

Upon completion, you will be shown the confirmation screen

What do I do if my claim status is "Action Required?" if you are still facing any difficulty, please contact our Customer care hotline number

  • cc.h@mail.life.hsbc.com.sg
  • +65 6880 4888