Driving Down Lapses
Did you know that by simply confirming the correct email addresses of your clients and encouraging them to log into our HSBC Access portal, you could reduce your lapse rate? You may already be aware that we offer a fully digital proposition and all our policyholder updates are delivered via email, so it is essential to record your clients’ email addresses correctly from the outset. Our data shows that lapse rates are around 20% to 25% lower for those clients who have registered via HSBC Access compared to those who didn’t register1. You can reassure your clients that we will never use these email addresses for general marketing purposes, only for important policy updates.
Another way to deliver day one value to your clients is by encouraging them to register for HSBC’s Online Health Services where they can make the most of the health benefits that are available to them and their dependents from the start of their policy2. HSBC Life (UK) analysis carried out in April 2025 indicates that once registered for HSBC’s Online Health Services via the HSBC Health app, clients are 43% less likely to lapse their policy on average.
1HSBC Life (UK) internal data – May 2025
2HSBC Life Online Health Services are provided by Square Health. This is a non-contractual benefit, the services provided are not part of the insurance cover your client’s policies provide. While HSBC Life have the right to change or remove these additional health services at any time, such a decision will not affect your client’s insurance cover with HSBC Life (UK) in any way.
HSBC Life (UK) Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Registered in England (United Kingdom) number 00088695. Registered Office: 8 Canada Square, London E14 5HQ. Our Financial Services Register number is 133435. HSBC Life (UK) Limited is a member of the Association of British Insurers. Issued by HSBC Life (UK) Limited Registered office: 8 Canada Square, London E14 5HQ.