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About Us > Complaints

Complaints

The role of the Office of the Commissioner of Insurance

The Office of the Commissioner of Insurance ("OCI") has no statutory power to intervene in commercial disputes among insurers, insurance intermediaries and policy holders. The OCI nevertheless maintains a monitoring role to ensure that the complaints are properly handled in accordance with the rules and regulations within the self-regulatory framework established under the Insurance Companies Ordinance (Cap.41) ("ICO").

We will therefore try to ensure that your complaint is handled properly by the insurer or self-regulatory body concerned. However, it is important to recognise that :

  • we do not have the power to intervene into matters relating to policy wording, pricing and commercial decision of an insurer;
  • we do not have the power to adjudicate claims or to order an insurer to pay claims or compensation; and
  • we are subject to the secrecy provisions of the ICO which would limit our ability to disclose the monitoring measures imposed upon insurers and the outcome of our investigations.

If your complaint involves conduct of registered MPF intermediaries, of whom the Insurance Authority ("IA") has been assigned as the frontline regulator, the OCI will handle the complaint in accordance with the relevant provisions of the Mandatory Provident Fund Schemes Ordinance (Cap. 485) ("MPFSO"). However, we do not have the power to intervene in commercial disputes between registered MPF intermediaries and schemes participants or to order registered MPF intermediaries to pay compensation. Also, we are subject to the relevant secrecy provisions under the ICO and the MPFSO.


Complaints against Insurers

Complaints involving personal insurance claims against insurers with amounts not exceeding HK$1,000,000 should be lodged with The Insurance Claims Complaints Bureau ("ICCB"). The contact details of ICCB are:

Mail: The Insurance Claims Complaints Bureau
29/F, Sunshine Plaza,
353 Lockhart Road,
Wanchai,
Hong Kong.
Hotline: (852) 2520 2728
Fax: (852) 2520 1967
E-mail: iccb@iccb.org.hk

For other complaints against an insurer such as those:

  • relating to insurance claim disputes outside the jurisdiction of ICCB;
  • relating to the operation and administration of an insurer (e.g. delay in settling claims, delay in returning or refunding premiums, mishandling of personal information, poor management of insurance agents);
  • relating to the business policy or commercial decision of an insurer (e.g. termination of insurance policy by insurer, non-renewal of insurance by insurer, pricing of an insurance product);
  • relating to the advising and selling practices of an insurer; and
  • relating to interpretation of terms in an insurance policy,

you should first approach the insurer concerned to lodge the complaint. This would give the insurer concerned a chance to look into the matter with a view to resolving your complaint at an early stage. Under the Code of Conduct for Insurers issued by The Hong Kong Federation of Insurers ("HKFI"), insurers are required to have effective procedures in place for the proper handling of insurance complaints. In many cases, the insurer is capable to sort out your problem without any need for the OCI to get involved.

If you are still not satisfied with the way in which the insurer has dealt with your complaint, you may wish to seek assistance from the OCI. We will do what we can to help within the confines of the ICO.


Complaints against insurance intermediaries

Complaints involving the conduct of insurance agents, their responsible officers or technical representatives should be addressed to the Insurance Agents Registration Board ("IARB") set up by the HKFI. The contact details of the IARB are:

Mail: Insurance Agents Registration Board
29/F, Sunshine Plaza,
353 Lockhart Road,
Wanchai,
Hong Kong.
Hotline: (852) 2520 1868
Fax: (852) 2520 1967
E-mail: hkfi@hkfi.org.hk

If the complaints are against insurance brokers, their chief executives or technical representatives who are members of the approved bodies of insurance brokers, you should address the complaints to the corresponding approved bodies of insurance brokers:

Mail:

The Hong Kong Confederation of Insurance Brokers ("HKCIB")
Room 3407, AIA Tower,
183 Electric Road,
Fortress Hill,
Hong Kong.

Tel: (852) 2882 9943
Fax: (852) 2890 2137
E-mail: info@hkcib.org

 

Mail: Professional Insurance Brokers Association ("PIBA")
Room 2507- 8, 25/F.,
China Insurance Group Building,
141 Des Voeux Road Central,
Central,
Hong Kong.
Tel: (852) 2869 8515
Fax: (852) 2770 2372
E-mail: info@piba.org.hk

Complaints against insurance intermediaries should first be referred to IARB, HKCIB or PIBA as appropriate because they are the front-line self-regulatory bodies in monitoring insurance intermediaries. Under the self-regulatory system, all these bodies are required to have effective procedures in place for the proper handling of complaints. If you are not satisfied with the way in which the self-regulatory body handles your complaint, you may wish to seek assistance from the OCI. We will do what we can to help within the confines of the ICO.

Complaints against MPF intermediaries

For complaints relating to conduct of registered MPF intermediaries, of whom the IA has been assigned as the frontline regulator, the OCI will handle such complaints in accordance with the relevant provisions of the MPFSO. If you have any enquiries relating to MPF matters, you may contact the Mandatory Provident Fund Schemes Authority ("MPFA") :

Mail: Mandatory Provident Fund Schemes Authority
Level 8, Tower 1, Kowloon Commerce Centre,
51 Kwai Cheong Road,
Kwai Chung,
Hong Kong.
Hotline: (852) 2918 0102
Fax: (852) 2259 8806
E-mail: mpfa@mpfa.org.hk

 


How to make a complaint to the OCI:

You should put your complaint in writing and include:

  • the name of the person/company/organization you complained;
  • full details of the subject of complaint;
  • relevant documentary materials which may support your complaint;
  • your name, address and telephone number so that we can contact you; and
  • your consent for the OCI to refer your complaint to the insurer or self-regulatory body concerned for following up actions; or if your complaint involves conduct of registered MPF intermediaries, of whom the IA is assigned as the frontline regulator, your consent for the OCI to refer your complaint to the registered MPF intermediaries concerned and the MPFA

Written complaint may be addressed to the OCI. The contact details are:

Mail: Office of the Commissioner of Insurance
21st Floor, Queensway Government Offices,
66 Queensway,
Hong Kong.
Fax: (852) 2869 0252
E-mail: iamail@oci.gov.hk

If you have difficulty in expressing your complaint in writing, you may call our 24 hours hotline at (852) 2867 2565.


How OCI handles your complaints

All complaints will be treated in utmost confidence. Upon receipt of the complaint, we will issue an acknowledgement to you within 10 working days. We will carefully examine the information provided by you and carry out investigation if the matter is under our purview.

In most cases, it is appropriate for the OCI to refer the complaint to the relevant insurer/self-regulatory body for investigation. As mentioned previously, your prior consent will be sought before disclosing any personal information about you. We will keep in view of developments to ensure that the complaint is handled properly by that insurer or self-regulatory body.

If your complaint involves conduct of registered MPF intermediaries, of whom the IA has been assigned as the frontline regulator, the OCI will handle your complaint in accordance with the relevant provisions of the MPFSO.

 
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