Why is my insurer making a post-sale confirmation call?
Hong Kong Insurance Connect: The call checks understanding of your policy, risks and contractual rights. IA requires recorded calls for specified vulnerable customers, with follow-up if calls fail. Ask the insurer about communication support. Checked on . [C1, C2]
Checked on · Public sources; general information, not advice.
Who is covered by the current call requirement?
The revised guideline’s post-sale provisions apply from . For long-term insurance business other than Class C business, recorded confirmation calls protect vulnerable customers where long-term products other than term insurance, or products with investment risks, are involved. Its definition includes a person aged 65 or older, with primary-level education or below, or without a regular income source. Ask the insurer which requirement applies to your contract. [C1, C2]
What is the insurer trying to confirm?
The call is intended to check that you understand the product and its risks and know your contractual rights and obligations. The guideline calls for a separate quality assurance team and calls within 5 working days of policy issuance. Answer in your own words. If an explanation differs from what you understood when applying, identify the discrepancy and ask the insurer to clarify it. [C1, C3]
What if hearing, language or other needs make a call difficult?
Tell the insurer which part of the conversation is difficult and ask it to explain suitable arrangements before you confirm understanding. For customers who are visitors or difficult to reach, the guideline encourages alternatives such as recording at a service centre or an immediate dial-in to or from the call centre. It does not establish a universal accessibility solution for every individual; ask the insurer to confirm what it can arrange for you. [C1]
What happens if I miss the call?
The guideline requires efforts to reach customers at different times and on different days. If calls are unsuccessful, the insurer must send a confirmation letter with an email or SMS alert drawing attention to it. Contact the insurer to arrange follow-up, read any letter and raise unresolved questions. Do not treat a missed call as a cancellation request; if you wish to cancel, use the insurer’s stated cancellation procedure. [C1, C3]
What do readers ask?
Does the current definition include age 65?
Yes. The revised guideline says aged 65 or older. [C1]
Is age the only vulnerability criterion?
No. Education level and having no regular income source are also criteria. [C1]
Is the call audio-recorded?
The guideline requires audio-recorded confirmation calls for the relevant vulnerable customers. [C1]
When should the required call be made?
The guideline specifies within 5 working days of policy issuance. [C1]
Can I ask about a service-centre recording?
Yes. It is an encouraged alternative for visitors or customers difficult to reach; confirm arrangements with the insurer. [C1]
What if attempts remain unsuccessful?
The guideline requires a confirmation letter and an email or SMS alert. [C1]
Should I agree if I do not understand?
Explain what is unclear and seek clarification from the insurer before confirming understanding. [C1, C3]
Where can I read more or ask a process question?
How do I cancel during cooling-off? How do I change a Hong Kong policy? Country guides Trust checks Historical fulfillment ratios Life-stage hub Ask a general process question
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. [C3]
General information, not advice.
Where are the sources?
Checked on . Public official sources; linked documents remain on their publishers’ sites.
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[C1] IA — GL16, Guideline on Underwriting Long Term Insurance Business (other than Class C Business), revised version, post-sale control; official search-indexed text checked; direct PDF access blocked. https://www.ia.org.hk/en/legislative_framework/files/GL16_2026_EN.pdf
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[C2] IA — Circular announcing the revised GL16 and GL34 and their commencement; official search-indexed text checked. https://www.ia.org.hk/en/legislative_framework/circulars/reg_matters/files/Circular_20260206_GL16_and_GL34.pdf
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[C3] IA — Tips on buying insurance, understanding policy terms and mainland visitor signing. https://education.ia.org.hk/en/faq.html