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Feedback and complaints

Your feedback is key to improving the products and services we offer

 

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.

Raise a formal complaint

If we missed the mark on something, we want to learn from your experience to make things better and record the details of every formal complaint we receive.

We will send you an acknowledgement within 2 business days and continue looking into the matter. We aim to respond to all complaints in full within 14 business days. Some matters may be more complex and therefore take longer to resolve. In these cases, we will keep you updated on our progress.

If you feel we haven't resolved things properly, please tell us. We would appreciate one last chance to put things right. If we've misunderstood something, a further review may help us resolve the complaint to your satisfaction.

We have effective measures in place to monitor complaints, including regular audits and management review. 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 more information on their website.

How to contact us

  • Customer Service Centre

    9 Battery Road,  #12-01 MYP Centre,

    Singapore 049910

    (Mondays to Fridays, 9.30am to 5pm)
     

  • By phone

    Phone: (65) 6225 6111

    (Mondays to Fridays, 9am to 5pm)
     

  • Online

    Email us: e-surance@hsbc.com.sg

     

    Fill in a feedback form

     

    Complete the customer survey
     

  • By post

    Write to us at:

     

    HSBC Insurance (Singapore) Pte. Limited,

    Robinson Road, P.O. Box 1538,

    Singapore 903038