Cordlife Group Limited has announced a series of townhalls, both in-person and online, for customers affected by issues with damaged and high-risk storage tanks. These sessions, starting this week, aim to explore potential improvements to the company’s support proposal and gather feedback from affected clients. This initiative follows the full resumption of Cordlife’s operations in January 2025.
The townhalls are part of Cordlife’s ongoing efforts to engage with customers and address their concerns directly. Previously, in February and April 2024, Cordlife offered refunds of annual fees and waived future fees for active customers until their child reaches 21. Additionally, if a transplant physician deems the cord blood unusable due to viability issues, Cordlife has pledged to endeavour to find a suitable replacement.
As of 30 May 2025, 56% of affected customers have accepted these offers. Cordlife is now considering an “Enhanced Proposal” based on customer feedback, which may include further provisions for cord blood storage, expanded coverage not previously included in contracts, and medical care support for necessary transplants.
Group Executive Director and CEO Chen Xiaoling emphasised the company’s commitment to customer feedback, stating, “The management team takes all our customers’ feedback seriously. Over the past several months, we have been actively reviewing how we can further improve our offer.” The Enhanced Proposal, once finalised, will be available to all affected customers, including those who have already accepted previous offers.
Cordlife, founded in 2001, operates Asia’s largest network of private cord blood banks and is a leader in several Asian markets.
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