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Managing your policy
Discover how to revise your policy and the help that's available if finances are tight.
How can I make a change to my protection policy?
It is important that if your circumstances have changed, such as moving house or having a family, that you review your existing cover to ensure that the policy still meets your needs.
If you need to update or discuss your policy please arrange an appointment at your local HSBC branch or send us a message through online banking. One of our Financial Planning Adviser/Premier Relationship Managers will help you in answering your questions.
How do I change my Direct Debit details?
If you need to change your Direct Debit details, please visit your local HSBC branch.
How do I cancel my policy?
You can cancel your policy by visiting your local HSBC branch. If your circumstances have changed or you feel you no longer wish to proceed with the protection policy, please speak to your Financial Planning Adviser/Premier Relationship Manager to discuss your options and receive further assistance. If you cancel your policy, your cover will stop and you will no longer be protected should anything happen in future. This may have a significant impact to your family’s standard of living during a stressful period. Before giving instructions to cancel a policy, you must check whether your liabilities, if any, have been cleared in full. You can also choose to keep your life cover even if your loan liabilities have been paid in full.
I can't afford my premiums any more. What are my options?
If your finances are tight and you're finding it difficult to pay your premiums, we want to help. Make an appointment at your branch with your Financial Planning Adviser or Premier Relationship Manager to discuss your options.
We may be able to adjust your policy so it becomes more affordable while still providing you with a level of protection.
The HSBC claims experience
We aim to make the process as simple as possible.
What can I expect when making a claim?
At a time when our customers need us most there can seem to be endless forms to complete. If you need to make a claim, contact our Claims Team for assistance as soon as you can, quoting the policy number if possible. We will aim to make your claim process as simple as possible.
What this means for you?
- Our Claims Team ensure that we are connected with you
- We have dedicated claims managers who take you through a personalised service
- Our claims service is quick and easy so that you can concentrate on more important things
How do I submit a claim?
We continuously aim to improve our service to you. HSBC Life Assurance (Malta) Ltd has specialised trained assessor/claims handlers who will carefully handle your claim and any need for clarification. Your assessor/claim handler will give you their full name and direct telephone number and will deal with your claim from start to finish. In the first instance, please have basic details such as medical/hospital documentation regarding your illness and your GP's/hospital consultant's information to hand ready for the callback.
Alternatively, you could visit your local HSBC branch and fill in a claim notification form. If due to illness or disease you’re unable to do this yourself, someone else can fill in the form on your behalf.
How long will it take to process my claim?
This will depend on how quickly we can get the information we need to process your claim. For Permanent Total & Partial Disability, Critical Illness or Waiver of Premium claims we need medical information to confirm that the policy definition for your illness has been met. If you are able to provide us immediately with a copy of doctor or hospital letters concerning your diagnosis this may speed up the process. Alternatively, we will write to you and outline the requirements in connection with the assessment of your claim. On average we pay Critical Illness claims within six weeks and life cover claims are paid within four weeks of receiving all our requirements.
What documents will I need to claim?
To assess a claim under Permanent Total & Partial Disability, Critical Illness or Waiver of Premium benefit we will need information from your doctors to confirm the policy definition of your illness has been met. If you have hospital correspondence which confirms your diagnosis, we may be able to use these in our assessment. Alternatively, we will write to you and outline the requirements in connection with the assessment of your claim.
In the case of the unfortunate demise of the life assured we would require the original death certificate and legal documents such as Notary details and copies of the will. The required documentation may be submitted to a local HSBC branch. Alternatively you can contact our Claims Team for guidance on +356 2380 8609 or +356 2380 8611. Lines are open 8am to 4pm, Monday to Friday, except on public holidays.
What will I need to hand when making a claim?
- Policyholder's name
- Policy Number (if possible) and or Identification Number
In the case of the unfortunate demise of the life assured our Claims Team will decide whether to ask and/or seek information on the medical profile of the deceased and other evidence related to the assessment of the claim. Besides, we would require the original death certificate and legal documents such as Notary details and copies of the will.
Is my critical illness covered?
If you've taken out the Critical Illness option as part of your policy, you can check to see if your condition is covered in the policy terms and conditions.
Will my policy be affected if the claim doesn't meet the criteria?
This would only happen if, during the course of our assessment, we find that an applicant withheld material information about their health, occupation, travel or pastimes when they applied.
How should I provide the documents supporting my claim?
You can take them into your branch or else send them directly to:
HSBC Life Assurance (Malta) Ltd
HSBC Banking Centre
80 Mill Street
Your assessor can also contact you in writing, including a self-addressed envelope for you to return the documents they need.
How do I contact you about my claim?
For general questions or to register your claim, call +356 2380 8609 or +356 2380 8611. Lines are open 8am to 4pm, Monday to Friday, except on public holidays. We may monitor or record calls for quality reasons.
Once you've registered your claim, you'll be able to contact your assessor directly on the phone number they'll give you.