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Agents
- According to the Code of Conduct for Insurers, insurers should have in place some internal complaint handling procedures. As such, policyholder is advised to file his/her complaint with the insurer concerned.
- If the complaint is related to the conduct of a registered person, i.e. insurance agent, Technical Representative and Responsible officer, it can be lodged with the Insurance Agents Registration Board of the HKFI.
- The corresponding address of the Insurance Agents Registration
Board is:
29th Floor, Sunshine Plaza, 353 Lockhart Road, Wanchai, Hong Kong
- The Consumer Council, whose services are available to the public, is also a useful avenue for lodging a complaint given the good contacts that it has with the insurance industry.
- If all complaints fail, the policyholder can consider legal avenues.
2520 2728
Claims
- If a policyholder feels aggrieved by any insurer having declined or inadequately paid his claim, his policy usually provides a procedure for arbitration as the method for settling disputes. However, before proceeding to this stage, the following should be considered:
According to the Code of Conduct for Insurers, insurers should have in place some internal complaint handling procedures. As such, policyholder is advised to file his/her complaint with the insurer concerned.
If the insurer is a member of 'The Insurance Claims Complaints Bureau', the policyholder can file a complaint with the independent 'Insurance Claims Complaints Panel' if the policy concerned involves personal insurance.
The Panel's decision binds the insurer only, not the policyholder. If the policyholder still feels aggrieved after the Panel's decision, he can resort to arbitration or litigation.
- The corresponding address of Insurance Claims Complaints Panel and Insurance Agents Registration Board is:
29th Floor, Sunshine Plaza, 353 Lockhart Road, Wanchai, Hong Kong
- The Consumer Council, whose services are available to the public, is also a useful avenue for lodging a complaint given the good contacts that it has with the insurance industry.
- If all complaints fail, the policyholder can consider legal avenues.
2520 2728