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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.

Tips for raising a formal complaint

Whether you reach out to us by email, regular mail, or any other form of communication, remember to:

  • include your name, email address and your preferred contact number

  • provide as much information about your complaint as possible to ensure a quicker response time

What happens next?

When can you expect a response?

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

Once your complaint is allocated to a case handler, they will contact you to introduce themselves. They will be your point of contact throughout your case so that you are kept informed of its status.

We'll review your complaint

We'll make sure that we have the information we need from you to get started. If we think we need more information – for example, what the problem is or to ask you for things like your policy numbers – we will contact you.

We'll let you know when we've completed our review

We always aim to respond to your complaints as soon as possible. This may take up to 14 business days, depending on the type of queries.

If responses take longer than 14 business days, your case handler will update you on the reason for any delay and give you a general timeline in when we can provid a final response to you.

If we find that you've been treated unfairly, we'll put things right and provide remedial actions and/or offer redress. If the remedial actions and/or redress are acceptable to you, we will ensure that payments for redress are made, and/or remedial actions are carried out.

If you want to take things further

We have effective measures in place to monitor complaints, including regular audits and management review. If you are not happy with the way we resolved your complaint, please let us know as soon as possible. We will conduct a review and look 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 find out more information about this process by visiting their website at www.fidrec.com.sg.

How to contact us

  • Customer Service Centre

    38 Beach Road #03-11

    South Beach Tower

    Singapore 189767

    (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