This affects policies renewing after 1st Jul 24 Apr 24
Appended are extracts, refer to enclosed PDF for details


The changes will be effective when the policy renews on or after 01 July 2024.


Summary of changes as follows:

I. Faster Claims Processing Time

Turnaround time for medical claims processing will be reduced to as follows:

  1. Out-patient claims - from 14 working days to 10 working days
  2. In-patient claims - from 21 working days to 14 working days


II. Customer Service Team Contact Info and Availability

Our customer service team will now be available 24/7 for queries relating to the policy, such

as:

  • Emergency Letter of Guarantee (LOG) requests
  • LOG requests for scheduled admissions
  • Coverage/benefit queries
  • Claim queries


Please note the new contact number and email address of our customer service team:


For queries related to claims incurred prior to the policy renewal date, please contact us at

the following:

  • Customer service hotline: +65 6880 4888
  • Customer service email address: cc.h@mail.life.hsbc.com.sg