Life insurance

The Insurance Claims Complaints Bureau

The Insurance Claims Complaints Bureau is a self-regulatory body set up by the insurance industry to protect consumer interests and handle insurance claim complaints arising from personal insurance contracts.  It was incorporated in February 1990.

The Complaints Panel was established by the Bureau with the objective of providing independent and impartial adjudication of claims complaints between insurers and policyholders or their beneficiaries. Currently, the Complaints Panel's jurisdiction limit is HK$800,000 and its decisions are binding on all Bureau Members. However, if the complainants do not accept the decision of the Complaints Panel, they are free to seek legal redress and their legal rights are not affected by the decision of the Complaints Panel.

How to Lodge a Complaint

A complaint must be made in writing with full details of the subject of the complaint, as well as the insurer's name, the policy number, the claim amount and the completed Authorized Form with copies of the following documents:

  1. The full set of policy documents, together with the application form;
  2. The claim form;
  3. The medical report or other relevant documentsand
  4. The Insurer’s written notification with its final decision to the claim dispute.

The Authorized Form can be downloaded by clicking here.

The street address of the Insurance Claims Complaints Panel is: 29th Floor, Sunshine Plaza, 353 Lockhart Road, Wanchai, Hong Kong.