While at HSBC Life Insurance we always strive to provide the best possible level of service, you may sometimes feel dissatisfied with our services. If you wish to complain about the service you have received, you can do so via the following channels:

• To raise your complaints, please CLICK HERE
• Visit our Customer Service Center in person or send a letter to us，Address 
• Call our Customer Service Hotline on 400-820-8363
• Contact us via email at: csinsh@hsbc.com.cn

Complaint handling process

1. We'll contact you within 2 working days after receiving your complaint to confirm the case.
2. We'll conduct an investigation, keep records and ask for your feedback. We will respond within 5 working days from the day we receive your complaint. 
3. If we are unable to respond within 5 working days, we will update you with a new time line and our follow-up actions.
4. It will generally take 15 days to resolve your complaint. If you've reported a complex or serious issue, it will take up to 30 days. Further handling will take up to, but no more than, 60 days. 

Our head office and branches would schedule one day every month as the general manager's reception day for any comments and suggestions from our customers. Please find the detailed schedule as listed below: 

Apply for Review

If you don’t accept the resolution of complaint we provide, you can apply for escalation in written to higher level within 30 days from the day you receive our formal resolution. We will respond you within 30 days from the day we receive your review application form. You can also apply for arbitration, litigation or third party mediation for further resolution.

Third Party Mediation Organization Information