How do I complain about Hong Kong insurance?

Set out the policy, disputed event or decision, relevant correspondence and the remedy you want. Ask for the insurer’s complaint or appeal process and its final written position. Keep a dated chronology and the evidence supporting each disputed point. ICB requires the insurer’s final decision before handling a complaint. [C4, C5]

Separate a disagreement about entitlement or amount from allegations about what was said or done during the sale. This helps you explain which issue needs resolution and which documents support it. Do not replace missing evidence with assumptions about a conversation. [C1, C4]

IA’s consumer FAQ directs conduct matters involving insurers or intermediaries to the IA. Examples of conduct described there include sales, advice and handling insurance monies. It distinguishes these from disputes about claims, which the IA is not empowered to determine. A regulatory complaint is not itself an order for claim payment. [C1]

Use the complaint form and submission instructions linked by the IA, and clearly state the conduct you want reviewed. Keep claim and conduct records together but explain each issue separately if they arise from the same policy. [C1]

ICB’s introduction explains that it builds on the former Insurance Claims Complaints Bureau, with a wider scope. Claim-related matters use adjudication; non-claim monetary matters use mediation. Use the current Insurance Complaints Bureau name and current eligibility rules when seeking help. [C2]

ICB’s terms require a monetary dispute under a personal policy, an insurer member and an eligible complainant. The stated limit is HK$1,500,000 and filing must be within 6 months of notification of the insurer’s final decision. Aggregation rules and exclusions also apply; read the full terms rather than treating the amount alone as eligibility. [C3]

ICB accepts written complaints using its form, with copies of the policy and application, the final decision, and relevant claim records and reports. Its published routes include post, fax and email; check the current instructions before transmitting sensitive material. Ask which reports are relevant to your particular dispute. [C4]

ICB excludes matters undergoing or having completed legal proceedings or arbitration. It can accept non-residents’ complaints subject to its conditions. Ask a lawyer about court options, legal time limits or the effect of any proposed settlement; do not assume a complaint preserves every legal right. [C3, C5]

Should I obtain the insurer’s final decision?

Yes. ICB requires a final insurer decision for its process. [C3, C5]

Can IA order my disputed claim to be paid?

Its consumer FAQ distinguishes conduct complaints from determining claim disputes. [C1]

Is ICCB still the current bureau name?

Use Insurance Complaints Bureau, which developed from the former ICCB. [C2]

Does the amount alone establish ICB eligibility?

No. HK$1,500,000 is a limit alongside other jurisdiction conditions. [C3]

How soon must I file with ICB?

Its terms state within 6 months of notification of the insurer’s final decision. [C3]

Can a non-resident complain?

Yes, subject to ICB conditions, including insurer membership. [C5]

Can I use ICB during court proceedings?

Its terms exclude disputes undergoing or having completed litigation or arbitration. [C3]

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We provide information and referrals to a licensed Hong Kong broker; regulated advice and arrangements belong with that broker. Mainland visitors must sign in Hong Kong. Do not send identity, tax or medical documents through the general enquiry form. [C1] General information, not advice.