You can let us know your feedback or complaint about our products or services via hotline, email, fax or by post. We are committed to handling all complaints fairly and impartially.
|Hotline||+852 2860 0688|
|Fax No||+852 2866 0938|
|Office Address||13/F, 1111 King's Road, Taikoo Shing, Hong Kong|
Upon receipt of your feedback or complaint, we will contact you to collect more information. We will review your case and try to offer you a resolution. The information provided will be kept strictly confidential. If the feedback or complaint is made by a third party, unless a formal relevant authorisation is given by the policy owner, we will reply to the policy owner directly according to the Personal Data (Privacy) Ordinance.
If a complaint is escalated to Complaint Team for its investigation, Complaint Team will acknowledge receipt of the complaint and contact you to collect more details about the case if necessary. After investigation, Complaint Team will reply to the policy owner with the investigation result. We aim to respond all complaints in 30 days but the handling time may vary depending on product, case complexitiy or other factors.
External Dispute Resolution Channels
If you are not satisfied with our investigation result of your complaint, you may consider seeking review of your case by one of the relevant industry or regulatory body below.
|The Insurance Complaints Bureau||For claims and non-claims related insurance disputes|
|The Insurance Authority||For issues concerning the general conduct of insurance companies and intermediaries|
|VHIS Office of FHB||For issues specific to the VHIS including product availability, features of Certified Plans and compliance with the relevant Code|
|Inland Revenue Department||For issues concerning claims for tax deduction|