Complaints
If you are dissatisfied with authorized insurance company or licensed insurance intermediary, you can make a complaint.
The first step is to raise the matter directly with the company you dealt with. A complaint can take different forms but a written one with full details may be more effective:
- Mark the letter/email 'complaint' clearly.
- Put the date on the letter/email.
- Give your name and policy number.
- Explain your complaint clearly, stating why you think your claim should not have been rejected (if applicable).
- Include any evidence you have to support your complaint.
- Make copies of any supporting documentation to the insurance company.
- Say what you would like the company to do to put things right.
If you are not satisfied with the response from the company or firm you dealt with, you can refer the matter to the regulatory bodies.
Complaints about authorized insurer or licensed insurance intermediary
If you are not satisfied with the way in which the authorized insurer has dealt with your complaint, you may contact the Insurance Authority (IA). The IA will review the handling of complaint within the confines of our powers under the Insurance Ordinance.
If your complaint is against a licensed insurance intermediary, the way in which IA handles it will depend on the nature and background of your complaint. For example, the IA may refer your complaint to the relevant licensed insurance broker company, licensed insurance agency, or the insurer for whom the licensed individual insurance agent / licensed insurance agency acts to request that they look into the matter with a view to resolving your complaint (in line with their complaints handling procedures). The IA may also seek to obtain information and request that responses be provided on your complaint from the relevant licensed insurance intermediary or insurers to enable IA to assess the matter within the confines of the powers under the Insurance Ordinance.
You should put the complaint in writing by using the IA’s Complaint Form. Your completed complaint form can be sent by post to the IA at the following mailing address or submit to the designated e-mail address below.
- Insurance Authority
Mail: 19th Floor, 41 Heung Yip Road, Wong Chuk Hang, Hong Kong.
Fax: 3753 3812
Email: complaints@ia.org.hk
Complaints against banks as licensed insurance agencies
For all complaints against banks who act in the capacity of licensed insurance agencies, or their technical representatives, the IA will refer such complaints to the Hong Kong Monetary Authority (HKMA) for handling. The contact details of the HKMA are:
- Hong Kong Monetary Authority
55th Floor, Two International Finance Centre, 8 Finance Street, Central, Hong Kong
Hotline: (852) 2878 1378
Fax: (852) 2509 3990
Email: bankcomplaints@hkma.gov.hk
Complaints about rejected insurance claims
If you think your claim has been unfairly denied, you can make a complaint. The first step is to raise the matter directly with the company you dealt with.
If you don't get a satisfactory outcome, you can contact the Insurance Complaints Bureau (ICB) with your complaint. The ICB was established to resolve disputes between insurers and individual (not corporate) policyholders relating to rejected or partially-rejected claims. At present, ICB's jurisdiction limit is HKD1,000,000 ie the total claim amount does not exceed HKD1,000,000. Besides, the ICB provides mediation service to handle non-claim related disputes (of monetary nature).
The contact details for the ICB are:
- The Insurance Complaints Bureau
29/F, Sunshine Plaza
353 Lockhart Road
Wanchai, Hong Kong
Tel: 2520 2728
Fax: 2520 1967
Email: icb.enquiry@icb.org.hk
Website: www.icb.org.hk
If you are still unsatisfied with the outcome of your complaint and seek for legal redress, you may decide to take the matter to court:
- The Small Claims Tribunal: for claims of HKD50,000 or less.
- The District Court: for claims that exceed HKD50,000 but do not exceed HKD1,000,000.
- The Court of First Instance of the High Court of Hong Kong, which has unlimited jurisdiction.
You are recommended to seek legal advice before commencing legal proceedings.
18 January 2018
