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Complaint Channels

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 Address13/F, 1111 King's Road, Taikoo Shing, Hong Kong


Handling Process

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. 

Industry/regulatory bodyScope
The Insurance Complaints BureauFor claims and non-claims related insurance disputes
The Insurance AuthorityFor issues concerning the general conduct of insurance companies and intermediaries 
VHIS Office of FHBFor 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