Remote Sales

HSBC Life enables thousands of agents to remotely connect with customers and complete policies


HSBC Life, Singapore


HSBC Life’s Digital Innovation Team had one goal: to find ways to digitize processes – fast. Since their insurance agents were still reliant on in-person meetings, they were looking for solutions that could quickly enable visual collaboration on their pre-existing EASE Agent Portal, to allow their agents to speak and collaborate with customers digitally.

But, they couldn’t find any solution that solved all of their requirements. They needed a solution:
1) With visual and collaborative features
2) Embedded within their existing platform
3) That could get integrated ASAP


Enter Surfly – our solution enabled visual collaboration features such as video chat, co-browsing, e-signing, and annotations on HSBC Life’s EASE platform in just 2 weeks. Using Surfly’s well-documented APIs, HSBC Life was able to add a digital interaction layer on top of their existing infrastructure and the technology they had already invested in.

This allowed HSBC Life to recreate the in-person meeting experience remotely, while continuing to use their current site, portal, and the other 3rd party applications needed to complete a policy from start to finish.


With a high speed to innovation, zero hindrance to their existing tech stack, and minimal developer effort, HSBC Life was able to quickly provide their agents with an innovative solution with collaborative features. They could now send customers a link and immediately begin a Collaborative Session, with the ability to co-browse, video chat, upload and edit documents, e-sign, and complete a payment.

What HSBC Life says:

Jeremy Ong Chief Customer and Operations Officer, HSBC Life

“We understand that financial advice and matters relating to insurance policies are personal discussions and we want to make it possible for our customers to have an experience that is as close to meeting in-person, even when our financial consultants cannot be physically present.”


When HSBC Life needed to instantly connect thousands of agents to new and existing customers via their browsers, they turned to Surfly’s industry-leading Co-browsing and video chat technology. HSBC Life realized that, given the current global environment, the ability to connect with customers as if you are sitting side-by-side is no longer “nice to have” but a strategic imperative. Since HSBC Life’s agents were not able to meet with their customers in person, they needed Surfly’s technology to recreate the in-person meeting experience remotely. Our technology enabled HSBC Life’s agents to connect with customers without requiring them to download additional software and to create and finalize policies from start to finish.

Key Benefits

Innovate using current technology investments

HSBC Life was able to show positive ROI by layering Surfly’s technology on their current tech stack with minimal integration or changes.

A secure and seamless way to communicate with customers and recreate the in-person meeting experience

Agents spent an average of sixty minutes using co-browsing and video chat, creating a personal experience that led to increased closed rates.

A personalized and collaborative customer experience

Customer reported they were as satisfied with completing a policy using a Surfly session as they were meeting in person

Surfly & HSBC Life’s CDO Bryan Lee: Driving Distribution & Humanized CX in a Remote World

Awards and Honors

Enterprise Insurance

Why Surfly impressed me?

“Surfly’s co-browsing solution is easy to use for both customers and agents, and the back-end system allow business to customize many different settings like user interface and the back list/ white list, and so on.
What attracted me most is Surfly’s e-signature feature and document collaboration, which can help the insurance industry develop the digital online service significantly.”

Read the full Surfly review on G2

Administrator in Enterprise Financial Services

A hassle-free solution that is friendly to use, easy to integrate, and affordable to adopt.

“Universal browsing with video chat and document upload/download is a perfect combination for digital insurance! And I think the free trial and online resource is really helpful for early evaluation.”

Read the full Surfly review on G2

Catherine D.

Great additional service to our company!

“It is so easy! No one has to download anything for us to connect and the steps needing to make the connection is simple. It has great features that make it easy to show multiple websites and even be able to show documents loaded in my computer. To be able to swap control of the cursor back and forth is also great, so the end user can feel a part of their own enrollment.”

Read the full Surfly review on G2

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