Cordlife launches townhalls for customers affected by storage tank incident

About 56% of affected customers have already accepted the offer.

Cordlife Group Limited has announced that it will begin holding in-person and online townhall sessions this week with customers affected by the damaged and high-risk storage tanks.

The purpose is to present a potential Enhanced Proposal to improve support and coverage for these customers and to collect their feedback. These sessions come after the full resumption of Cordlife’s operations in January 2025 and are part of ongoing efforts to address customer concerns directly.

In February and April 2024, Cordlife offered affected customers a refund of annual fees from the start of the temperature incident and a waiver of all future fees until the child turns 21. If the stored cord blood cannot be used for a transplant due to low viability, the company also committed to helping find a suitable replacement.

As of 30 May 2025, about 56% of affected customers have accepted the offer. Cordlife has continued engaging with the remaining customers and is now considering improvements to its original offer based on feedback.

The Enhanced Proposal under review may include added support for cord blood storage, broader coverage beyond what was in the original contracts, and medical support if a transplant is needed. Any improved offer will apply to all affected customers, not just those who haven’t accepted the earlier proposal.

Group Executive Director and CEO Chen Xiaoling said the company is serious about customer feedback and is working to strengthen its response.

She confirmed that the original offer remains available and that customers who already accepted it will automatically benefit from any upgrades.

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