If you are dissatisfied with an authorized insurance company or licensed insurance intermediary, you can lodge a complaint.
The first step is to deal directly with the company concerned. Complaints can take different forms, but a written complaint detailing relevant information may be more effective:
- Clearly mark the letter/email as a “complaint”.
- Date the letter/email.
- Indicate your name and policy number.
- Clearly state your complaint and indicate why you believe your claim should not be denied (if applicable).
- Submit any evidence to support the complaint.
- Make copies of any supporting documents provided to the insurance company.
- Explain what corrective action you would like the company to take.
If you are not satisfied with the response, you can refer your complaint to a regulatory organization:
Complaints related to authorized insurance companies and licensed insurance intermediaries
If you are dissatisfied with the way your complaint is handled by an authorized insurance company, you can contact the Insurance Authority (IA). The Insurance Authority will review the complaints handling practices of relevant insurance companies under its powers and responsibilities under the Insurance Ordinance.
If your complaint involves a licensed insurance intermediary, the IA will handle it based on the background and nature of the complaint. For example, it may refer your complaint to the relevant licensed insurance brokerage company, licensed insurance agency or relevant licensed insurance agency. Please contact the licensed personal insurance agent/insurance company acting on behalf of the licensed insurance agency and ask them to review the incident and resolve your complaint (in accordance with their complaints handling procedures). The IA may also request relevant information from the relevant licensed insurance intermediaries or insurance companies and request them to respond to your complaint, so that the IA can review your case and comply with its jurisdiction under the Insurance Ordinance. Act accordingly.
Please complete the IA’s “ Complaint Form ” in writing. The completed “Complaint Form” can be mailed to the Insurance Authority at the following address or sent by email to the designated email address.
- Insurance Authority
Mail: 19th Floor, 41 Heung Yip Road, Wong Chuk Hang, Hong Kong
Fax: (852) 3753 3812
Email: complaints@ia.org.hk
Complaint against a bank acting as a licensed insurance agency
For all complaints involving a bank acting as a licensed insurance agency or involving its business representatives, the IA will refer the complaint case to the Hong Kong Monetary Authority (HKMA) for handling. The contact information of the HKMA is:
- Hong Kong Monetary Authority
Mail: 55/F, Phase 2, International Finance Centre, 8 Finance Street, Central, Hong Kong
Tel: (852) 2878 1378
Fax: (852) 2509 3990
Email: bankcomplaints@hkma.gov.hk
Complaints related to insurance claim denials
If you think your claim has been unfairly denied, you can make a complaint. The first step is to speak directly to the insurance company.
If you are dissatisfied with the outcome of your complaint, you can contact the Insurance Complaints Bureau to lodge a complaint. It was established to resolve disputes between insurance companies and individual (non-corporate) policyholders where claims had been denied in whole or in part. Currently, the maximum amount that the Insurance Complaints Bureau has the power to handle is HK$1,000,000, that is, the total amount of claims must not exceed HK$1,000,000. In addition, the Insurance Complaints Bureau also has a mediation mechanism to handle insurance disputes that are not related to claims (but involve monetary nature).
The contact information for the Insurance Complaints Bureau is as follows:
- Insurance Complaints Bureau
29/F, San Xiang Building, 353 Lockhart Road, Wan Chai, Hong Kong
Tel: 2520 2728
Fax: 2520 1967
Email: icb.enquiry@icb.org.hk
Website: www.icb.org.hk
If you are still dissatisfied with the outcome of your complaint and want to seek legal justice, you can go to court:
- Small Claims Tribunal : handles claims of HK$50,000 or less.
- District Court : handles claims between HK$50,000 and HK$1,000,000.
- The Court of First Instance of the High Court of Hong Kong has unlimited jurisdiction over claims.
We recommend that you seek legal advice before commencing proceedings.
