Customer Feedback

We aim to provide high-quality services to our customers. We treasure open communication and take on every customer feedback seriously.

We welcome your suggestions. Share with us through any of the channels listed below. In case of complaints, we will conduct an independent and comprehensive investigation in a fair and equitable manner when necessary.

Complaint Management Process

  • 1.Upon the receipt of complaint, we will acknowledge receipt within 2 working days. We will include contact details of the staff dedicated to handle your complaint.
  • 2.We may contact you for clarification or collect additional information for a better understanding of the complaint.
  • 3.We may share information provided by you with other teams and/ or third parties during the investigation.
  • 4.You will receive a written reply from us, when applicable and available.

If you are not satisfied with the outcome of the resolution, you can escalate your concern to our Complaint Management Committee by email via the above contact details.

If you are not satisfied with our handling of your complaint, you may forward the matter to the following parties for further deliberation:

  • Insurance Authority (Complaints against an insurer)

    Mail: 23/F, 625 King's Road, North Point, Hong Kong

    Email: complaints@ia.org.hk

    Hotline: (852) 3899 9983

    Fax: (852) 3753 3812

  • The Insurance Complaints Bureau (Claims-/ Insurance-related disputes of monetary nature)

    Mail: 29/F, Sunshine Plaza, 353 Lockhart Road, Wanchai, Hong Kong

    Email: icb.enquiry@icb.org.hk

    Hotline: (852) 2520 2728

    Fax: (852) 2520 1967