HSBC Life (International) Limited – Insurer Transformation Award 2023

1. The TDI Insurer Transformation Award 2023

2. 1
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Growing digital capabilities
Technology is a core part of HSBC
Life’s strategy to meet customers’
needs and expectations for a
pleasant user experience, and to
make insurance more accessible to
the market.
HSBC Swift Save
Insurance Plan
Digital endowment plan
with multi-currency
savings options
2016
HSBC Term
Protector
1st STP Digital
Plan in HK
2017
HSBC Cancer
Term Protector
1st STP Critical
Illness Plan in HK
2018
1st digital endowment
with eFNA in HK
FirstSave
Insurance Plan
2019
1st RMB Plan
HSBC TargetSave
RMB Insurance Plan
HSBC Insurance
Dashboard
2020
Accessing policies
anytime, anywhere
Video-Enabled
Meetings &
SimplyBook
1st mix-and-match digital solution
offering up to 84 combination of life and
health protection
HSBC Family Protector
Digital policy value
projections platform
HSBC Life
Benefits+
Earn Your
Watch
programme
2021
Video Consultation
A cashless journey
enables customers to
connect with a doctor
remotely
2022
Digital journey for VHIS
Customers can access health protection
seamlessly via online application
Well+
Unlock your
true wellness
Health Scan +
Tracking wellness in
a convenient way
2023
eClaims
Making claims procedure as easy as
a few taps on a smartphone and
paying claims in 5 minutes
ePrescription
Get medications in 4 simple steps
by providing original prescription
As a leading digital insurer in Hong Kong, HSBC Life is determined to digitise insurance to meet the needs of Hong Kong’s
increasingly tech-savvy population. By deploying the latest technology, HSBC Life continues to transform the way we
engage with customers and support them to better manage their insurance needs.

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Rising health consciousness
According to the latest HSBC Life +Factor Study1 conducted by HSBC Life, COVID-19 changed lives and led to shifts in people’s daily
routines. Living through a pandemic put focus on health, hygiene, and fitness and brought changes in habits to be more digital.
Changes of behaviour Focus on health and resilience
• ‘Maintain a healthy and fit
lifestyle’ is the best advice to
their 15 years younger self
among respondents
• 51% agreed that passing on
healthy habits to younger
generation is more important
than passing on wealth
• About 3 out of 4 respondents
believed that physical health
is key to enjoying wealth
1. The HSBC Life +Factor Study 2022 (https://hsbc.klobbi.com/pdf/HSBC_Life_+Factor_2022_HK_Report_English_Final_Version_23_Nov_22.pdf)
Increasing demand for digital services
Physical
behaviour
Digital
behaviour
Advice to their 15 years younger self
In order to enjoy wealth, …
Maintain a healthy
lifestyle
Make it a habit
to exercise
51%
51%
Health is one’s most vital
resource. It fuels quality of
life.
believe they need to be
physically healthy
believe their physical health
and financial position are
equally important
Physical and mental wellness
contribute to financial fitness.

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Addressing demand for digital services
At HSBC Life, we are dedicated to meeting the growing needs of our customers on health and protection, and optimising their health
journey through innovative products and services.
Serving customers’ health & protection needs via digital capabilities
Digital products – fulfilling insurance needs via seamless journey
Digital
capabilities
HSBC Benefits+ – a one-stop Health Tech digital platform managing wellness
benefits and claims
Well+ - a fun and rewarding way to improve your wellness – body, money and
mind
e-Claims – managing claims with technology to optimise customer journey and
improve efficiency
Video consultation and Health Scan+ - making healthcare more accessible

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Award-winning one-stop HealthTech digital platform
HSBC Life Benefits+ is an integrated health care ecosystem catering to customer needs and focused on holistic wellbeing covering Heath,
Protection and Wealth Solutions. The HSBC Life Benefits+ is currently supporting over 30,000 members’ health and medical needs with a
85% growth from its launch in late 2020, which shows an increasing demand for digital health services.
Health Scan+
Monitor your health by scanning your face for 30 seconds through an AI powered engine
Consult with a doctor from the comfort of your home
Enjoy a convenient and cashless video consultation with a licensed general practitioner; medicine
will be delivered to your doorstep in 4 hours
Submit and manage your claims
Submit your claims online, track your claims and view claims history at a glance
Find doctors with ease
Search for panel doctors and clinics easily (integrated with Google Maps)
Stay informed about your benefits
See a summary of your benefit entitlements and coverage and review the current balance on
Wellness amount and no. of available Outpatient visits
Explore preferential offers @ e-Marketplace “Choices”
Shop for a wide range of health and wellness products and services at preferential prices
Access to panel doctors and cashless services
e-medical card

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Making healthcare more accessible
HSBC Life furthered its efforts in making healthcare more accessible and helping customers preventively monitor health by introducing
a video consultation service with general practitioners (GP) in October 2021 and a market-first instant health scanner Health Scan+
in July 2022 on its award-winning HSBC Life Benefits+ platform.
Riding on the award-winning HSBC Life Benefits+
platform, HSBC Life furthered its efforts to make
healthcare more accessible by introducing an online
video consultation service with general practitioners
(GP). This innovative service enables customers and
their dependents to book a video appointment with a
Doctor from the comfort of their home or office.
Video Consultation Health Scan+
To address the increasing need for healthcare and wellness
services and changing habits in using digital devices, HSBC
Life has launched the market-first ‘Health Scan+’, allowing
customers to instantly and frequently assess a number of
health vitals through the convenience of their smart phones.
Measure 9 health parameters with just a 30-sec facial scan*
Online GP doctor consultation, and pharmacist engagement from
registered and experienced local professionals. The average
waiting time for our customers to meet the doctor is 15mins
Digital prescription, medical certificates, and specialist referrals,
providing easy access to medical history and diagnosis
Cashless payment throughout the journey and removing
additional work when our customer needs medical assistance
Integrated Application, where customers can book an
appointment 24*7 through single click and meet the doctor at their
convenience
Key features of Video Consultation service

7. Helping customers live a healthier lifestyle digitally
At HSBC Life, we believe true wellness comes from well-rounded physical, mental and financial health. By incorporating our market-leading banking and
insurance capabilities into a gamified holistic wellbeing programme, Well+ offers customers an immersive and intuitive platform to achieve health goals, with
attractive incentives. Completely integrated into HSBC mobile banking app, Well+ will further help our customers to become healthier and wealthier.
The most accessible, intuitive & engaging wellness solution:Well+
Well+Proposition delivers our world class digital capabilities in a fun, educational and interactive way, like never before.
Customers can earn rewards up to
HK$2,000by completing activities,
achieving goals, leveling up and
unlocking badges representing three key
areas of holistic wellness – Body, Money
and Mind.
Get fitter and healthier by
meeting steps or workout
goals; and discover tips for
building healthier habits &
lifestyles.
Build good financial
habits through tips &
quizzes to improve
overall financial
resilience & wealth
growth capabilities.
Nurture mindset &
emotional wellbeing by
completing mental
exercises and achieving
mindfulness goals.
Stayhealthy& active
Bite-sized activities to improve your physical, mental and
financial wellbeing.
2
3
1
2
3
1
CompleteBadges& Level up
Complete activities to earn your Body, Money or Mind badges
and level up.
Earn Rewards
Up to $2,000 rewards to celebrate your achievements
Unlock your true wellness
How
Well+
works?

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Driving customer engagement with advanced technologies
Create and adopt strategies
for real-time interactions with Well+
customers through the Customer Decision
Hub. Simulate and analyse results using
tools such as Visual Business Director.
Third Party Health App Integration
Integrating with health tracking providers to
help customer’s track their steps and
movement.
Well+ has customised the
comprehensive Digital Health Engagement
Platform from dacadoo to manage Well +
goals, content and customer’s steps and
workout data.
As an interactive tool to engage customers and promote health and wellness, Well+ has incorporated different technologies to enhance
its engagement level and make it more fun and accessible.
Data Analytics and Personalisation Well + bonus badges are customised based on each
customer’s needs, encouraging the customers to embrace
the journey of wellbeing – financial, physical or mental.
Well + provides customers with personalised insights on their physical, financial and
mental health based on the data shared by customer through their preferred health apps.
Robust
Customer Life
Cycle
Management
(CLCM)
Approach to
engage Well+
customers
E2E Tracking
4
Target the right customers
Understand customers’ needs, life
events, health and wellness via
• Lifestage change
• Transactional data
• Behavioural data
• Member engagement analysis
• Digital footprint
• Propensity models, etc
Hyper
Personalisation
Always-on
Automated
Triggers
Online to
Offline Lead
Generation
Meaningfully
Engaged
Through-the-line
communications
Early
Engagement
Level 1-3
Easy Guide
Dedicated
Offers
Bonus
Badges
In-app Insurance
Needs /
Engagement
Tools
In-app
Retargeting
Instant
Lucky
Draw
Inactivate
Reactivation
NPS
Event
Trigger
Closed-looped communication and engagement
CLCM Application for Connected Experience
Advanced data analytics Intelligence
Data Enablement & Insights
Continuously test & learn to refine campaigns for effective engagement

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Managing claims with technology
At HSBC Life, we are committed to supporting customers’ health and medical needs, while
working hard to make their insurance journey easier and more convenient. Apart from providing
doctor search function and video consultation service, the introduction of e-Claims has
optimised overall customer experience with its improved process and efficiency.
Claims decision takes too long
Back and forth on pending
cases wastes my time
Takes too long to receive the
claims reimbursement payment
Claims submission is time consuming
Managing claims with technology
Customer pain points
Optimising
customer journey
Improving efficiency
and effectiveness
By implementing technological advancements, it makes a complicated claims procedure as easy as a few taps
on a smartphone.
Simplified claims procedures
Payment
Gateways
Claims Technology
Claims
submissions that
fulfil pre-set
rules
5
MINUTES
5
DAYS
We now pay claims
from 5 days to
5 minutes
Claims through a few taps online
Faster refund period
Reduce paper consumption

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Launched in July 2022, SCIP to provide
extensive coverage against 76 critical
illnesses with low premium entry
requirements and guaranteed refund of
premium options.
Note:
1. Based on Guaranteed Cash Value (GCV) scale and surrender charge; only applicable to Aggregate Premium policies
2. Coverage of 76 critical illness including 3 common killer diseases Cancer, Heart Disease and Stroke and 4 additional conditions
Refundable Premium upon Surrender1
• GCV increases gradually throughout the
policy term.
• Policyholder can receive GCV upon
surrender before end of the Policy Term,
subject to the effective date of Policy
Termination due to surrender or lapse.
Budget-friendly Premium
• High leverage (Sum insured: Total
premium paid).
• Premium will remain level and
guaranteed during the premium
payment term for easy budgeting.
Life Protection
• 100% Total Premiums Paid will be
payable to the Beneficiary(ies) if the
death of the Life Insured results before
the end of the policy term.
Hassle-free Application
• Multiple application channels including
Call Centres, Personal Internet Banking
and Mobile Banking app.
• Simplified underwriting with only 5
simple questions and no medical
examination is required.
Guaranteed 101% refund of total
premium paid at Maturity
• Guaranteed return is101% of the total
premiums paid at policy maturity if no
claim made to reward good health of
the Life Insured.
Dual Sales
Channels
with Easy
Application
Offer
Extensive and
Most Needed
Coverage at an
Affordable
Premium
Maintain Our
Leading
Position in
Digital
solutions
Enhance
HSBC Life’s
Protection
Strategy
Accessing health protection seamlessly
Comprehensive Coverage of up to 80
critical illness conditions2
• Sum insured up to HKD 2,500,000
• Protect against 76 critical illness including
the 3 common killer diseases in HK
• Cover 4 conditions that result beyond the
causes of critical illnesses
Conversion Privilege
• Option to convert the plan into a new
critical illness plan or whole of life policy
at Benefit Cessation Date (at the end of
policy term).
• Medical underwriting requirements will
be waived.
Full coverage of HKD5 million
or more with no sub-limits on
hospitalsation and surgical fees
Choose your annual
deductible depending on your
needs: HKD0, HKD16,000,
HKD50,000 and HKD100,000
Cover previously unknown
conditions from the policy’s
effective date with no waiting
period necessary
No upfront out-of-pocket costs
– cashless arrangements for
medical treatment at Hong Kong
hospitals
To meet customers’ medical protection needs for more comprehensive and
customised protection solutions, HSBC Life launched HSBC VHIS in July 2020,
including HSBC VHIS Flexi Plan and HSBC VHIS Standard Plan. What’s more, to
further meet the needs of Hong Kong’s increasingly tech-savvy population, the
Flexi Plan has also been enhanced to enable customers to apply the health
protection plan online via the Personal Internet Banking and Mobile Banking. This
allows customers to get full medical coverage and enjoy tax deductions anytime
and anywhere.
HSBC Swift Guard Critical Illness Plan (SCIP) HSBC VHIS Flexi Plan
Key features at a glance
Key features at a glance
Digital
enhancements
Support single online submission for up
to 10 insured persons
5
min
Get instant quotation based on your
age and preference
Conveniently complete medical
history questionnaire online
Entire application takes less than 5
minutes with some personal information
automatically pre-filled
..…

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