Turnaround times quicker than industry average
The average time for HSBC Life( UK) to settle life claims was significantly quicker than the industry average * at 19 days, with an impressive 67 % of claimants receiving a decision on day one. For critical illness claims our turnaround time was 41 days.**
Spotlight on cancer claims
Half( 50 %) of all female cancer claims to HSBC Life( UK) in 2024 were breast cancer related. Macmillan Cancer Support estimates there are more than 3.5m people living with cancer in the UK, rising to 4m by 2030 and 5.3m by 2040.***
Real story: Critical illness claim paid in a few hours
Sadly, a 49-year-old policyholder was diagnosed with terminal cancer in 2024. HSBC Life( UK) agreed the critical illness claim within a few hours of the call and paid the funds that very same day. The customer was grateful for our swift and fussfree service at a very difficult time.
Giving clients the best support
There’ s a range of support available from HSBC Life( UK). For example, customers can access Online Health Services via the HSBC Health app, which include Health MOT, remote physiotherapy and digital GP. It’ s always worth taking clients through the differences in critical illness policies and standard cover definitions among providers as well.
Jen Carhart,
Head of HSBC Life( UK)’ s awardwinning Claims team
“ HSBC Life( UK) takes pride in supporting our policyholders and showing them the real value of protection. We are extremely passionate about supporting our most vulnerable customers during times of need. We are proud to be a member of the Protection Distributors Group( PDG) charter and we are laser focused on providing the highest possible standards of customer service during the claims process.”
- Jen Carhart, Head of HSBC Life( UK)’ s awardwinning Claims team ****
More benefits of HSBC Life( UK)
Your clients might be interested to know that with HSBC Life:
• They get a dedicated point of contact if they need to make a claim
• All claims are paperless so there’ s no form filling and no waiting for the post
• Customer-supplied medical evidence is accepted in many cases, eg an email from the hospital
See all HSBC Life( UK) 2024 stats Sign up to HSBC Life( UK)’ s agency terms
* Findings of our multi-firm review of life insurers’ bereavement claim process | FCA
** Source: HSBC Life Claims data from 1st January to December 31st 2024 *** Macmillan Cancer Support **** In 2024, HSBC Life( UK) won the Outstanding Performance in Claims Handling category at the Protection Guru Awards. Jen Carhart, Head of Claims at HSBC Life( UK) Ltd was awarded Woman of the Year Claims at COVER’ s Women in Protection and Health Awards, and she also won the Woman in Protection category at the 2024 Women’ s Recognition Awards.
April 2025 | 19