The Insurance Authority or Its Staff
The Insurance Authority (“IA”) attaches great importance to how the public perceive the performance of the organization and its staff. Any complaints regarding the way that IA or its staff have carried out its / their duties would be handled seriously. If you are dissatisfied with the way the IA or its staff has/have carried out (or failed to carry out) its/their duties, you may file a complaint with the IA. Certain complaints are not covered under this procedure, including:
- any complaint against insurers or insurance intermediaries;
- any complaint about the IA’s policy in discharging its statutory functions;
- any complaint about an operational decision of the IA or its staff in the course of performing its/their statutory functions;
- any complaint with prima facie case of corruption; and
- any complaint with prima facie case of criminal offences.
How to make a complaint to the IA
In order to allow the IA to handle your complaint efficiently, effectively and avoid any misunderstanding, you should put your complaint in writing, providing the following information:
- the name of the person / division you want to complain;
- your name, address and contact telephone number;
- full details of the allegation in your complaint and relevant supporting documents; and
- consent for the IA, and any other authorized persons to use the personal data you have provided to follow up your complaint.
You can send your written complaint to the IA Secretariat. The contact details are:
| Mail: |
Insurance Authority 19th Floor, 41 Heung Yip Road, Wong Chuk Hang, Hong Kong (Attn: IA Secretariat) |
| Fax: | (852) 3753 3812 |
| E-mail: | [email protected] |
Time limit for making a complaint
Complaints will normally only be dealt with if they are lodged within a year of the date on which you become aware of the circumstances of the complaint. Complaints made outside this time frame will only be investigated if you can show a reasonable ground for the delay.
How the IA handles your complaint
All complaints will be treated in strict confidence. Upon receipt of your complaint, we will issue an acknowledgement to you within seven working days. We will carefully examine the information provided by you and take appropriate follow-up actions.
If you do not provide your identity and contact details in the complaint (e.g. "Anonymous Complaint"), we shall have difficulties in following up the case with you and may not be able to respond to you. The investigation may be impaired.
Persistent Complainant
If a complainant persists in pursuing his/her complaint for a long period of time but fails to provide the necessary information or evidence in the relation to the complaint, the IA may refrain from entering into any further discussion or correspondence with the complainant about his/her complaint.