30 September 2025
The Insurance Authority (IA) published its latest edition of Conduct In Focus today (30 September 2025), presenting latest complaints statistics and offering insurance practitioners and policy holders latest regulatory insights and conduct-related observations.
While complaints see a year-on-year increase in the first half of 2025, a broader five-year view shows a downward trend compared to pre-pandemic levels. This indicates that even as insurance market returns to baseline conditions, a structural trend of improvement continues to shape the industry.
This edition also reveals key findings from the three-month mystery shopping exercise on insurance-related roadshow activities conducted by the IA’s Enforcement Division this year. The observations underscore the need for insurers to establish robust control and governance frameworks for such activities, with good practices recommended by the IA to support industry improvement.
In light of the widespread use of digitised sales system for generating policy recommendations and submitting applications, the IA has incorporated system assessment into its conduct inspection. A special supplement is prepared to share observations on common shortcomings in system design and implementation, along with suggested areas of improvements.
Other topics covered in this edition include regulatory considerations concerning the growing interest in insurance agencies specialising in run-off portfolios management; the importance of broker disclosure regarding risks and limitations when sourcing offshore insurance products for clients; and the implication of the recent cessation of MPF-related telemarketing on cold-calling practices in the insurance industry.
Ends