You can let us know your feedback or complaint about our products or services via hotline, email, fax or post. We are committed to handling all complaints fairly and impartially.
Hotline | +852 2860 0688 |
Email Address | |
Fax No | +852 2866 0938 |
Mailing Address | 13/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 feedback or complaints are submitted by a third party, we will, in accordance with the Personal Data (Privacy) Ordinance, respond directly to the policy owner unless formal authorisation has been obtained from the policy owner.
If a complaint is escalated to the Complaint Team for investigation, the Complaint Team will acknowledge receipt of the complaint and contact you to collect more details about the case if necessary. Once the investigation had been completed and internal approval obtained, the Complaint Team will inform you of the investigation results. We aim to resolve all complaints within 30 days, the actual handling time may vary depending on the product, the complexity of the case, or other factors.
Alternative Feedback Channels
If you are not satisfied with the investigation result of your complaint, you may consider seeking a review of your case by one of the relevant industry or regulatory bodies below.
Industry/Regulatory body | Scope |
|---|---|
Handles claim-related complaints by way of adjudication and non-claim related complaints by way of mediation | |
Handles matters concerning the general conduct of insurance companies and intermediaries | |
The Health Bureau - | Handles matters related to the VHIS, including product availability, features of certified products, and compliance with the relevant codes |
Handles matters related to claims for tax deduction |