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COVID-19 Help and support

Managing your money, travel insurance, protecting yourself from fraud and how we are here to support you.

Updated August 19, 2020

To contribute to community efforts in limiting the spread of COVID-19, we’ve temporarily reduced opening hours at most of our branches. Please visit our branch locator for updated branch hours in your area.

Note: A mask or face covering is now required when visiting our branches in Calgary, Ontario and Quebec according to recently issued Public Health orders and City by-laws.

We’re doing our part to safeguard everyone’s health and wellness. For now, we’ve made the decision to keep our branches open to serve you, but with reduced hours to help minimize social interaction. More vigilance means less chance of exposure, and that’s better for everyone. We will continue to support our branch employees throughout these changes. All of our employees are important to us, and we are committed to helping them through this challenging time.

Update: To make it easier for you to bank from home, we’ve increased some of our transaction limits:

  • Account transfers 
  • Bill payments 
  • INTERAC e-Transfers 
  • Mobile cheque deposits. 
  • Term deposits / GIC

Most of these limits can be seen in Online or Mobile banking. 

In an effort to limit contact, increases have also been made in the following areas: 

  • ATM withdrawals (CAD only) 
  • Debit Point of Sale limit 
  • Mastercard® customers can now do a contactless payment up to $250 CAD at participating retailers across Canada.

Financial relief

We will work with all of our personal and small business customers who may be experiencing financial hardship. We have flexible solutions, including payment deferral for mortgages and relief on other credit products as needed. If you've been impacted by COVID-19, visit our latest financial relief FAQs page where you'll also find instructions on how to submit a payment relief request. We're getting a high volume of requests and appreciate your patience as it may take us longer to respond. 

If you are a small business customer, please review the business banking page.

Support for students and recent grads

If you or someone you know is a post-secondary student or recent graduate who can’t find full-time employment, or are unable to work due to COVID-19 – the Canadian Emergency Student Benefit (CESB) is now available.

Remember, CESB funds can also be deposited directly into your HSBC account if you have set up CRA direct deposit through HSBC Online banking, after applying for CESB.

Overseas mail - potential delays

Canada Post recently announced delays and suspending some services temporarily because of international travel disruptions. Your mail may be delayed if you live outside of Canada and are expecting mail from us.

Please refer to Canada Post for the latest updates on service interruptions. You can get your statements and other documents faster by going online.

Travel insurance

NOTE: The insurer is focused on helping customers with urgent and immediate travel issues. At this time, we ask that only customers who are travelling now or in the next 3 weeks contact the insurer for assistance.

At this time, travel suppliers may be waiving cancellation/change fees. Be sure to contact your travel provider as soon as possible to see if they will allow you to cancel your original booking and/or apply a credit towards future travel.

Safe banking

Safe remote banking

It's easy to bank without leaving your home. Through Online and Mobile banking, you can:

 

  • View account balances and transactions
  • Send money using INTERAC e-Transfer®
  • Pay bills securely
  • Deposit cheques from our app

You can also use Telephone banking however, please accept our apologies - as you might expect, wait times are longer than usual.

 

For any urgent matters, connect with us through Live Chat. Click 'Need help' to chat online weekdays, 8am-12am ET.

Safe in-branch banking

Following guidelines from the Public Health Agency of Canada, please do your part to keep everyone safe by staying home if:

 

  • You’ve travelled outside Canada within the last 14 days and haven’t self-isolated; 
  • You feel unwell, or may have come into contact with someone who is unwell; 
  • You’ve been in close contact with anyone who is suspected of having or has been diagnosed with COVID-19. 

Instead, visit us online, use our mobile app, or give us a call.

 

If it is absolutely necessary to visit a branch, please visit our branch locator for updated branch hours in your area.

Make payments that avoid contact

Using contactless payment methods instead of cash is a way of avoiding the kind of contact that can spread COVID-19. Most shops let you use a contactless payment device, which means you don't have to touch the payment terminal or exchange cash.

 

  • Tap and Go™ with your HSBC Credit Card 
  • Use Apple Pay1 - Apple Pay is the easiest way to pay in stores with your iPhone and Apple Watch. 
  • Security and convenience - With Apple Pay, Tap & Go™ and Zero liability protection2 for unauthorized use of the card.

Managing your Wealth

With on the ground expertise in over 25 countries and territories, HSBC is closely monitoring markets and your investments to provide you with information and guidance. We hope this will help you make informed decisions for your investment portfolio. Reach out to your HSBC Mutual Fund Advisor3 or Investment Couselor4 today.

Find up to date information about the markets by visiting our Investment Insights Centre.

Supporting the community

In response to the rapidly-evolving COVID-19 outbreak, HSBC Bank Canada has announced a donation of $500,000 to assist the most vulnerable members of our communities to be shared across three organizations: Food Banks CanadaBreakfast Club of Canada and United Way

Food Banks Canada, Breakfast Club of Canada, United way

1 Apple, the Apple logo, and Apple Pay are trademarks of Apple Inc., registered in the U.S. and other countries.

2 Zero Liability applies to purchases made in store, by telephone, online or via a mobile device or ATM transaction. We will not hold you responsible for unauthorized use if: i) you have used reasonable care in safeguarding your card and any related information, including Personal Identification Number (PIN) or password, and have not contributed to any unauthorized use of your card, PIN, account number or cheques; and ii) you report to us any actual or suspected loss, theft or unauthorized use of your card, PIN, account number or cheques immediately after becoming aware of it.

3 HSBC Investment Funds (Canada) Inc. (HIFC) is the principal distributor of the HSBC Mutual Funds and offers the HSBC Pooled Funds through the HSBC World Selection Portfolio service. HIFC is a subsidiary of HSBC Global Asset Management (Canada) Limited, and indirect subsidiary of HSBC Bank Canada, and provides its products and services in all provinces of Canada except Prince Edward Island.

4 HSBC Private Wealth Services (Canada) Inc. (HPWS) is a direct subsidiary of HSBC Bank Canada and provides services in all provinces of Canada except Prince Edward Island. The Private Investment Management service is a discretionary portfolio management service offered by HPWS. Under this discretionary service, assets of participating clients will be invested by HPWS or its delegated portfolio manager in securities, including but not limited to, stocks, bonds, pooled funds, mutual funds and derivatives.

®/TM Mastercard and Cirrus are registered trademarks of Mastercard International Incorporated.  Tap & go are trademarks of Mastercard International Incorporated. Used pursuant to license.

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