Complaints Handling Policy

We have defined and followed in order to deliver on our commitments to delivery good outcomes to our clients, to treat them fairly and to meet our obligations under the Hong Kong Insurance Authority (HKIA)’s Complaints Handling rules and those required by other applicable market, legislative or regulatory bodies.

In line with its regulatory functions and powers, the HKIA may handle complaints regarding the conduct of licensed insurance brokers in the insurance market in Hong Kong. We have created an email box to receive any complaint matters from you at [email protected].

Once submitted to us, an acknowledgement receipt will be emailed you that “Complaint has been received and under investigation” within 5 business days.

We will investigate complaint issues and conduct assessment within 20 business days and provide you a formal response upon investigation. Further notification will be made if there is a delay.

The HKIA complaint channel:

Alternatively if you intend to lodge a complaint with the HKIA, please visit details via: https://www.ia.org.hk/en/consumer/lodge_a_complaint.html and following contact: