Banking support for customers with health issues

If you require assistance for payment transactions while you're in the hospital, all you need to do is complete and sign an 'Instruction from hospitalised account holder' form, and ensure your signature matches the specimen signature we have on record. Your doctor will also need to provide information regarding your health condition under the 'Medical certificate' section of the form and sign off.

If you're physically unable to sign the instruction form, you can get your doctor to sign off on your behalf, on top of completing the 'Medical certificate' section. Remember that your doctor must be a registered medical practitioner with the Medical Council of Hong Kong for them to be able to do this. 

This instruction form can then be delivered to us by a third party and marks a one-off arrangement to enable you to make payments when alternative methods of accessing your bank accounts like using mobile or online banking aren't available to you.

Be sure to never disclose your personal account information, including your ATM PIN or online banking password, to any third party, even if you require assistance with your finances. Instead, you can reach out directly to us and we'll be happy to provide the most appropriate solutions for your banking needs.

Medical treatments can be challenging and take a lot out of you. If you ever feel it's too much to manage your account, got too much going on at the moment, or if you expect to be hospitalised for an extended period of time, you can grant someone the right to act on your behalf for your banking needs. This arrangement has to be established when you're mentally capable and you can either arrange for a power of attorney to be prepared by your lawyers, which we can apply to your account, or we can arrange to set up a letter of delegation for you. You can choose between a number of options to arrange for someone to manage your accounts on your behalf.

The average human lifespan is getting longer, but as you get older, you may start to develop certain health conditions that come with age. Being financially prepared to take on the increasing medical expenses brought about by age related conditions and chronic illnesses should become ever more a priority with each passing year. Explore banking products and services tailored towards age-friendliness to prepare yourself financially for the lifestyle you'll want to lead and the spending needs you may have during your golden years.

You should also consider appointing an individual you trust to be your power of attorney, a step which needs to be completed when you're mentally capable. This appointed person could then step in to manage your bank account on your behalf and take care of your financial needs in the event you find yourself unable to do so due to an illness or accident.

Got a question about our banking services and products, or do you want to find out more about how we can assist to meet your banking needs, no matter what health condition or challenge you may be facing? Check out our list of frequently asked questions.

How can I contact the bank when I'm sick at home or in the hospital? 

We're always here for you no matter what, so when you're ready to speak to us, you can call our hotlines for assistance. If you prefer not to make a call, you may also contact us via the Live Chat function on our website/online banking/mobile banking.

How can I access my bank accounts when I'm sick at home or in the hospital?

We encourage you to register for online banking and to download the HSBC HK Mobile Banking app to conveniently manage your accounts anytime, anywhere. After logging on to online banking, you can easily send us a secure message if you have any questions.

Should I share my ATM card and PIN with someone else so they can help me withdraw money from my bank account?

No. Please keep your card and PIN information to yourself. In order to stay protected against possible digital and banking fraud, it's a good rule of thumb to keep all passwords and PINs private. Reach out to us to seek additional support for your banking needs.

What options do I have if I'm unwell, but don't have online or mobile banking access to take care of my banking needs?

Please reach out to let us know your situation if you need additional support for your banking transactions. We're more than happy to explore options and alternatives with you.  

I want to help someone with banking transactions while they're being hospitalised. How do I assist them?

The hospitalised account holder needs to complete the 'Instruction from hospitalised account holder' form in order to authorise you to help them with their banking transactions. If the account holder is unable to sign the form, we'll need a registered doctor to provide information on the account holder's health conditions and sign the instruction form. For more details, take a look at the 'Making urgent payments when hospitalised' section on this page.

For individuals with intellectual disabilities, a bank account is important for many reasons - for payroll purposes, for receiving government allowances and support from friends and family members, or just simply for building up savings. Having a bank account could bring about a new level of independence and more opportunities as well. We offer a Hong Kong Dollar Statement Savings Account (HKD Statement Savings Account) with access to basic banking services, with additional protection measures put in place to safeguard our customers' well-being and finances.

Apply for the HKD Statement Savings Account to benefit from these perks:

• Convenient, easy ATM services
  
• No initial deposit required
  
• No minimum balance required
• No monthly fee and counter transaction fee
• No paper statement charge

To help us better understand the banking needs of persons with intellectual disabilities, we'll need the most up-to-date personal and employment details of the account holders to help us better protect them against financial crime and fraud. 

We also offer account opening services for customers with intellectual disabilities. We may request for an eligible person to assist in the account opening process if it's necessary.

This service is available to customers who:

• are aged 18 or over
• hold a 'Registration Card for People with Disabilities' issued by the Hong Kong SAR government, with an accompanying 'intellectual disability' and/or 'mental illness' status

Customers will be able to use our assisted services for banking and communication-related matters if they present their 'Registration Card for People with Disabilities' issued by the Hong Kong SAR government, with an accompanying 'intellectual disability' and/or 'mental illness' status.

Eligible persons who can assist the customer during the account opening process can be:

• their parents, with documentation proof of the relationship
  
• their spouse, with documentation proof of the relationship 
  
• their children aged 18 or above, with documentation proof of the relationship
• their sibling aged 18 or above, with documentation proof of the relationship
• their guardian, with the Guardianship Order
• licensed social workers with valid registration cards issued by the Social Workers Registration Board, with an accompanying employer's letter. The letter should be presented on the organisation's letterhead, and should contain the social worker's name, registration number and their official authorisation to assist the customer in opening a bank account
• an employee of a social welfare institution with a confirmation letter from relevant social welfare institutions which includes:
  

1. the name and identity card number of the applicant who intends to apply for banking services;

2. the name and identity card number of the employee of the social welfare institution; and

3. the stated purpose of accompanying the applicant, which is to assist in the account opening process

Documents required for eligible persons assisting in the account opening process:

• Hong Kong Identity Card (HKID)
• employer's letter, if applicable
• documentation proof of the relationship (e.g. birth certificate, marriage certificate), if applicable

In the event a customer chooses the assisted account opening option, our branch staff will collect the customer's account opening information, as well as the basic personal information of their companion. Once the account opening process is completed and the application is approved, we'll send the Automated Teller Machine (ATM) card and Personal Identification Number (PIN) to the customer's correspondence address.

The Easy ATM card (comes with Chinese screen display only) comes with a daily cash withdrawal limit of HKD10,000. For branch transactions, cash withdrawals/transfers will need to be requested and carried out by the account holder, in order to prevent cases of banking or identity fraud, and to protect our customers. 

This information has been provided as a reference only. We may still ask the applicant and companion to provide supplementary documents if it's necessary to move the application along. HSBC retains the final decision on whether or not to approve the application.

Got a question about our banking services and products, or do you want to find out more about how we can assist to meet your banking needs, no matter what health condition or challenge you may be facing? Check out our list of frequently asked questions.

What type of bank account will I be able to open?

You'll be able to open an HKD Statement Savings Account for your daily basic banking needs. An Easy ATM card (comes with Chinese screen display only) with a daily cash withdrawal limit of HKD10,000 will also be provided.

Who can I appoint to assist me with the account opening process?

Your parents, spouse, guardian, children or sibling aged 18 or above, as well as a licensed social worker or an employee of social welfare institution are eligible to assist you with opening an account. Refer to the section on eligible persons who can assist the customer during the account opening process for more details of the documentation you'll need.

What can I do with the HKD Statement Savings Account?

You can access all our basic banking services, depositing funds, checking your account balance, making statement enquiries, withdrawing cash and using an ATM card at any of our ATMs. You can also transfer money to third party accounts via our branches and receive fund transfers to your account (for example, for your allowances and salary payments).

Do I have to maintain a minimum balance in my account?

There is no minimum balance requirement for this account, but we suggest you keep enough money in it to cover your daily living expenses.

Can I use online and mobile banking to manage my bank account?

This account doesn't have access to online and mobile banking. To manage your account, you can visit our branch, or call our phone banking hotline on 2233 3000.

Can I apply for a credit card with the new HKD Statement Savings Account I've opened?

No, you won't be able to. The HKD Statement Savings Account does not come with a credit card.

Can I apply for an investment account?

No, you won't be able to. The HKD Statement Savings Account does not enable you to apply for an investment account.

Will I have to pay any banking charges if my account balance falls below minimum required levels? Are there any charges for using the account? 

There is no initial deposit and no minimum balance requirement, and also no monthly and counter transaction fees. We'll also waive the regular charges for providing you with paper statements.