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Complaint Management

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.

Handling Process

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 Bureau29/F Sunshine Plaza, 353 Lockhart Road, Wanchai, Hong Kong
Insurance Authority19/F, 41 Heung Yip Road, Wong Chuk Hang, Hong Kong
The Insurance Agents Registration Board29/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 ServiceFor issues related to Voluntary Health Insurance Scheme issued by BOC Life
VHIS OfficeFor issues related to product offering, features of certified plans and rules and requirements of Voluntary Health Insurance Scheme
Insurance AuthorityFor issues related to insurers and intermediaries’ conduct
Inland Revenue DepartmentFor issues related to tax reduction and application