You can submit the your case regarding our products or services to our designated Complaints Handling Unit by email, fax or post. We are committed to handling all complaints fairly.
Upon receipt of your complaint, we will send you an acknowledgement letter. The Complaints Handling Unit will call you to find out the details of the case and carry out an investigation. The information provided will be kept strictly confidential. If the feedback/complaint is made by a third party, unless a formal relevant authorisation given by the policy owner is obtained, we will reply to the policy owner directly according the Personal Data (Privacy) Ordinance.
After completing the investigation and internal approval, we will contact you to explain the results. We pledge to complete preliminary investigation for all cases within 30 working days upon receipt of the complaint and reply in writing.
If you have any additional comments on our findings, you may report to the following complaint handling independent industry organisations.
|The Insurance Complaints Bureau||29/F Sunshine Plaza, 353 Lockhart Road, Wanchai, Hong Kong|
|Insurance Authority||19/F, 41 Heung Yip Road, Wong Chuk Hang, Hong Kong|
|The Insurance Agents Registration Board||29/F Sunshine Plaza, 353 Lockhart Road, Wanchai, Hong Kong|
Enquiry and Complaint on Voluntary Health Insurance Scheme (VHIS)
If you would like to enquire or complaint about VHIS, the following department/ organisations could provide a variety of assistance.
|BOC Life Customer Service||For issues related to Voluntary Health Insurance Scheme issued by BOC Life|
|VHIS Office||For issues related to product offering, features of certified plans and rules and requirements of Voluntary Health Insurance Scheme|
|Insurance Authority||For issues related to insurers and intermediaries’ conduct|
|Inland Revenue Department||For issues related to tax reduction and application|