Existing customers - M&S Life Insurance

Want to amend or cancel your policy, or need to make a claim? Here's how to get in touch.

Bereavement support

When your loved one or someone close to you passes away, dealing with practical matters and grief at the same time can make important financial decisions seem overwhelming. The bereavement support section has been designed to provide help and support for you. Our specialist team are also on hand to offer further support and advice if you need it.

Make a claim

If the M&S Life Insurance policy was purchased after December 2019 and you have a query or want to make a claim, please call the M&S Life Insurance helpline on 0333 207 4240. Lines are open Monday to Saturday 9am-5.30pm (excluding public holidays).

Or you can write to:
M&S Life Insurance Claims Department
C/O HSBC Life (UK) Limited
PO Box 1053
St Albans
AL1 9QG

or support@lifeinsurance.mandsbank.com

View your policy documents online and make changes

You can view your policy documents or make changes to your personal details online, or you can call the M&S Life Insurance helpline on 0333 207 4240. Lines are open Monday to Saturday 9am-5.30pm (excluding public holidays).

You must take care to answer all questions in your application honestly and to the best of your knowledge. Depending on the changes required, it could affect your cover, premium, future claims or may even result in your policy being cancelled.

Can I make changes to my policy once completed?

You can make changes to your personal details online, or you can call the M&S Life Insurance helpline on 0333 207 4240. If you wish to change the policy cover level, term or any aspect other than your personal details, please be advised that this can only be done over the phone. However, you must take care to answer all questions in your application honestly and to the best of your knowledge. Depending on the changes required, it could affect your cover, premium, future claims or may even result in your policy being cancelled.

Can I cancel my life insurance policy?

If you decide to cancel your policy within 30 days of receiving your policy schedule, all premiums paid will be refunded. Should you choose to cancel after 30 days, HSBC Life (UK) Ltd will not refund any premiums paid up to that point. You may cancel your policy online or in writing to support@lifeinsurance.mandsbank.com

Or:
M&S Life Insurance
C/O HSBC Life (UK) Ltd
PO Box 1053
St Albans
AL1 9QG

or by calling the M&S Life Insurance helpline on 0333 207 4240.
Lines are open Monday to Saturday 9am-5.30pm (excluding public holidays).

Should I put my policy into trust?

HSBC Life and M&S Bank cannot provide advice or recommendation on what is appropriate for your circumstances. Once your policy is set up however, HSBC Life can help arrange putting your policy into a trust, if you wish to do so. With a trust in place, the proceeds from your life insurance policy will not be subject to inheritance tax. Trusts can allow for a quicker payment to those you care about. The money will be passed directly to the beneficiaries by the trustees of the trust without the need to wait for probate (which can take months).

If you are not married, or in a registered civil partnership, a trust will prevent proceeds forming part of your estate. If you have not used a trust, or drawn up a will, money from your claim may not automatically be paid to those you want to benefit. If you are in any doubt about whether a trust is suitable for you, you should seek your own independent financial advice.

Can I add someone to my policy once it’s live?

Should you wish to amend your policy to joint cover, you will need to contact the M&S Life Insurance helpline on 0333 207 4240 and HSBC Life will assess your circumstances. You will be required to take out a new application for joint cover and cancel your existing policy, however be advised that both you and your joint applicant’s eligibility will be assessed and you may not be able to set up a joint policy so please ensure you check the joint applicant is eligible before cancelling your own policy.

What happens at the end of my policy term?

HSBC Life, the administrator and provider of M&S Life Insurance, will write to you 30 days before expiry of your cover to confirm it will be cancelled and provide guidance on what you can do next.

Make a complaint

HSBC Life want you to be entirely satisfied with the products and services you receive. If you are dissatisfied with any aspect of our service, please let them know, they always endeavour to resolve any concerns fairly and quickly.

If you have a complaint about any aspect of your policy, you can write to the following address:
M&S Life Insurance Complaints
C/O HSBC Life (UK) Ltd
PO Box 1053
St Albans
AL1 9QG

or email support@lifeinsurance.mandsbank.com

or call us the M&S Life Insurance helpline 0333 207 4240.
Business hours are 9am to 5.30pm Monday to Friday (excluding public holidays).

In order to continually improve service and in the interests of security your calls and communications may monitored and/or recorded.

If you are not satisfied with HSBC Life's response, you can complain to the Financial Ombudsman Service.

The Financial Ombudsman can be contacted by calling 0800 023 4567 or in writing to:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Alternatively, if you have a complaint about any aspect of the product marketing or information on this website only, you can contact us in the usual way.

Further information on how you may raise a complaint can be found in the policy booklet.

What if my M&S Life Insurance policy was purchased before December 2019?

If the M&S Life Insurance policy was purchased before December 2019 and you have a query or want to make a claim, please call 0345 745 6125 (lines are open 8am-6pm Monday to Friday).

Or you can write to:
HSBC Life (UK) Limited
PO Box 1011
Bristol
BS99 1GD

Important documents

M&S Life Insurance Policy Booklet

M&S Life Insurance Policy Summary

M&S Life Insurance Privacy Notice

About M&S Bank's life insurance services

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