The Complaint Procedures

If you have any comments or complaints with the services we provide,
please contact us via the following channels:

Address: 11/F United Centre, 95 Queensway, HK (Attention: Complaint Officer)
Tel: (852) 2277 6555

Please note the following when making a complaint:

1. The complainant must be an account holder/a policy holder;
2. The case will be referred to an independent department for investigation. Under normal circumstances, a response will be provided within 14 working days;
3. If the case is more complicated and we need more time to look into the case, we will notify the customer;
4. The Company will respond to the complainant in the same manner as it was originally received.
5. Upon closure of the case, a formal written reply will be provided to complainant by email or by post.

If you are not satisfied with the Company's response,
you can seek assistance from the “Financial Dispute Resolution Center”.

Address: Room 408-409, 4/F, West Wing, Justice Place, 11 Ice House St, Central
Tel: (852) 3199 5100

For insurance service only, If you are not satisfied with the Company's response in relation to insurance products, you can seek assistance from the following parties:

Insurance Complaints Bureau (accept complaints related to claim or non-claim dispute)
Address: 29/F, Sunshine Plaza, 353 Lockhart Road, Wanchai, Hong Kong
Tel: (852) 2520 2728
Fax: (852) 2520 1967

Insurance Authority (accept complaints against an insurer or licensed insurance intermediaries)
Address: 23rd Floor, 625 King’s Road, North Point, Hong Kong
Tel: (852) 3899 9983
Fax: (852) 3753 3812

Voluntary Health Insurance Scheme Office (accept complaints specific to the VHIS)
Address: Unit 2902, Millennium City 6, 392 Kwun Tong Road, Kowloon, Hong Kong
Tel: (852) 2529 8900
Fax: (852) 2529 8982

Inland Revenue Department (accept complaints related to VHIS/QDAP claims for tax deduction)
Address: 37/F, Revenue Tower, 5 Gloucester Road, Wan Chai, Hong Kong Post: G.P.O. Box 11234, Hong Kong
Tel: (852) 2594 5000
Fax: (852) 2802 7625

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