Telephone. An insurance agent should obtain the confirmation of the Insurance Agents Registration Board before confirming the appointment of any person as its Technical Representative. The new Hong Kong insurance intermediary regime is expected to commence in mid-2019. You may feedback or lodge a complaint through the below channels. T v A . Members of the public are encouraged to contact us through email or fax. Online Form for Enquiries, Comments or Complaints,Hong Kong Housing Authority and Housing Department However, the CA recognises that certain members of our community, such as those from ethnic minority backgrounds, may need interpretation facilities to access our services. Although authorised institutions (licensed banks, restricted licence banks and deposit-taking companies) are regulated predominantly by the Hong Kong Monetary Authority they (and all relevant employees) must also apply for a licence from the IA if they carry on regulated activities as a licensed insurance intermediary (for example, selling insurance as an insurance agency). As discussed above, comparable regulation in the securities sector can : (852) 2520-1967 Insurance Authority (accept complaints against an insurer) She serves as the The ICB accepts written complaints only.  A complaint must be made in writing with full details of the subject of complaint, using the Complaint Form, together with copies of the following documents and submitted to the ICB by post, fax or email: Disclaimer & Privacy Statement | Copyright © ICB. For instance, if a policyholder's claim is unfairly denied, he or she could make a complaint to the Insurance Claims Complaints Bureau. When it comes to insurance options in the city, drivers can select from Third Party Only coverage or go for slightly higher levels of protection with further optional benefits on a Comprehensive Plan. The above insurance plan is underwritten by MSIG Insurance (Hong Kong) Limited ("MSIG"). 22 July 2002. The Hong Kong government has made it compulsory for all drivers to buy car insurance, in order to protect all users on the roads. It is highly inefficient Fax. Please include your full name, contact details and policy number or claim number so that we can follow up with you promptly. Hong Kong has experienced a surge in Covid-19 cases over the past week, which prompted IA to close their offices from 23 March. 2. The regulator will continue to operate its enquiry and complaint hotline services from 8.45 a.m. to 6 p.m. Email responses will also continue as normal. A complaint must be made in writing with full details of the subject of complaint, using the Complaint Form, together with copies of the following documents and submitted to the ICB by post, fax or email: Full set of policy document together with the application form; Members of the public are encouraged to contact us through email icb.enquiry@icb.org.hk. We are committed to handling all complaints … The ICB accepts written complaints only. The Actuarial Society of Hong Kong: The Hong Kong Federation of Insurers: The Hong Kong Securities Institute: The Insurance Claims Complaints Bureau: The Chartered Insurance Institute Hong Kong Limited: The Insurance Authority: The Securities and Futures Commission of Hong Kong: Hong Kong Trade Development Council: Hong Kong Insurance Law Association Limited: Investor Education Centre 2 The Insurance Authority •A new independent insurance regulator to comply with the requirement of the International Association of Insurance Supervisors (IAIS) •New regulatory initiatives and new role in facilitating market and industry development. CIR. DBS MSIG InsureDirect is a dedicated enquiry hotline for DBS customers serviced by MSIG. Cheung: The IA took over from three ‘self-regulatory organisations the responsibility for direct regulation of over 120,000 insurance intermediaries in Hong Kong on September 23 2019; the scope of which covers granting licences, handling complaints, conducting inspections and investigations, and imposing disciplinary sanctions where applicable. The Chief Executive All Authorized Institutions. Our Assessment Team screens all incoming complaints to examine whether they come within the statutory purview of The Ombudsman, and whether they have a prima facie case to warrant investigation. (NOTE: Without this consent, the SFC may not be able to take any further action.) Our staff will revert to you as soon as possible. Direct Investigation Function; Guidelines for Initiating Direct Investigation; Cases under Investigation E-mail. Due to the latest development of Covid-19 epidemic, the ICB office is suspended currently until further notice. Cases "screened in" go to our Investigation Divisions for inquiry, resolution by mediation or full investigation. 19 th Floor, 41 Heung Yip Road, Wong Chuk Hang, Hong Kong. Consent to disclose your personal data and complaint details to other regulators and organisations if the matter falls under their remit (eg, The Stock Exchange of Hong Kong, Insurance Authority, Hong Kong Monetary Authority, overseas regulators). We will keep reviewing the situation and announce any updates on the ICB website. Complaint Handling Procedures; Complaint Handling Methods; Request for Re-assessment / Review; Flow Chart on Handling of a Complaint; Investigation Reports; Complaint Against the Office; Complainants Charter; Direct Investigation. Lodge a complaint Media corner ... Hong Kong Monetary Authority Mandatory Provident Fund Schemes Authority Insurance Authority. (852) 3899-9983. Insurance Authority (accept complaints against an insurer or licensed insurance intermediaries) Address. In preparation, the Insurance Authority (“IA”) of Hong Kong has sought consultation on the Draft Guideline on... [Hong Kong] [Industry Insights] May 2019. Proper handling of customer’s personal data . Insurers, insurance agents and insurance brokers should provide on request information on complaints handling and procedures for making complaints. Insurers, insurance agents and insurance brokers should exercise care and diligence in collecting, … Adjudication for Claim-related Complaints, Processing of Claim-related Complaints Flow Chart, Mediation for Non-claim related Complaints, Processing of Non-claim related Complaints Flow Chart, Library for cases deliberated by the Complaints Panel. Complaints Watch (PDF File, 276.3 … Overseas. For insurance complaints involving bank staff, the Hong Kong Monetary Authority (HKMA) will be responsible for investigating the cases as delegated to the HKMA pursuant to a memorandum of understanding signed in July 2019. Disclaimer & Privacy Statement | Copyright © ICB. The Civil Aviation Department (CAD) is the civil aviation authority of Hong Kong, headquartered at Hong Kong International Airport.The department is responsible for providing air traffic control services to all aircraft operating within the Hong Kong Flight Information Region.It reports to the Transport and Housing Bureau of the Hong Kong Government. Fax. Complaint Management You can submit the your case regarding our products or services to our designated Complaints Handling Unit by email, fax or post. complaints@ia.org.hk. sending an email using the Complaint Form Complaints should ordinarily be lodged in English or Chinese. DBS Bank (Hong Kong) Limited (the "bank", which expression includes its successors and assigns) is an insurance agent authorized by MSIG. The Insurance Complaints Bureau (accept complaints related to claim or non-claim dispute) Address : 29/F Sunshine Plaza, 353 Lockhart Road, Wanchai, Hong Kong. Hong Kong John Leung CEO, Insurance Authority 10 October 2017. In Hong Kong, if a policyholder is dissatisfied with any aspect of the conduct of an insurer, agent or broker, there are various channels for making a complaint. ICB does not provide reception counter service. The Office of The Commissioner for Administrative Complaints) was established in 1989. Our Ref : B9/67C B1/21C. The average processing time for a complaint case is about four to six months. The Office was formally delinked from the Government after The Ombudsman (Amendment) Ordinance came into operation on December 19, 2001. 1. Tow Lu (TL) Lim, Jenny Yu. Members of the public are encouraged to contact us through email icb.enquiry@icb.org.hk. A statutory body established on 1 December 1990 under the Hospital Authority Ordinance to manage all public hospitals in Hong Kong. The Office of Ombudsman is a Hong Kong statutory authority, established in 1989, charged with ensuring that Hong Kong is served by a fair and efficient public administration that is committed to accountable, openness and quality of services. Information sending through internet is vulnerable to third-party interception. MSIG reserves the right of final approval. When looking at the claims process used by car insurance providers in Hong Kong, there are five common complaints that point to issues that need to be fixed in order to make the claims process better for all parties involved. The Securities and Futures Ordinance (SFO) contains an equivalent section, namely, section 115. I write to remind you that the Supervisory Policy Manual module IC-4 on the above subject came into full effect on 30 June 2002 (my letter of 22 February 2002 refers). Handling of Complaints. Alternatively, you may make use of the consumer complaint form posted on CA's web site (https://apps.coms-auth.hk/apps/complaints/complaint.asp) or obtainable through our fax-on-demand service (please call 2961 6333, press 9 for 'Information by Fax'). E-mail : icb.enquiry@icb.org.hk Telephone : (852) 2520-2728. Should consumer encounter any problem in using electronic form to lodge a complaint or enquiry, they may consider calling our hotline 2929 2222 to leave a voice mail or send email to cad@consumer.org.hk. The Ombudsman is appointed by the Chief Executive of the Hong Kong Special Administrative Region Government. Full set of policy document together with the application form; Medical report / surveyor report / quotation for repair or repairs receipt / police statement; Written notification by Insurer with final decision to the claim dispute. insurance services to the Hong Kong public from a place outside Hong Kong will also be caught and required to be licensed if the insurance services marketed would constitute a regulated activity in Hong Kong. It operates mainly by investigating and giving recommendations to government departments. Thank you for your understanding. Fill in the Customer feedback form below; Post to us 9/F 1111 King’s Road, Taikoo Shing, Hong Kong… Adjudication for Claim-related Complaints, Processing of Claim-related Complaints Flow Chart, Mediation for Non-claim related Complaints, Processing of Non-claim related Complaints Flow Chart, Library for cases deliberated by the Complaints Panel. Complaint Handling Procedures. Dear Sir/Madam, Complaint Handling Procedures. We will keep reviewing the situation and announce any updates on the ICB website. arranges contracts of insurance in or from Hong Kong on behalf of that insurance agent / broker. The government has proposed setting up an insurance authority … How to Lodge a Complaint? While its new name may seem similar to the old one – formerly the Insurance Claims Complaint Bureau (ICCB), it will now be known as the Insurance Complaint Bureau (ICB) – … Conduct risk is defined by the Hong Kong Insurance Authority (IA) in their Enterprise Risk Management Guideline (GL21) as “The risk to customers, insurers, the insurance sector or the insurance market of financial loss or other adverse consequences that arise from insurers and/or intermediaries conducting their business in a way that does not ensure fair treatment of customers or results in harm to … Also, insurers, insurance agents and insurance brokers should have formal complaints handling procedures. Insurance agents now only need to register with the IARB, a division of the industry body, the Hong Kong Federation of Insurers. Complaints Watch (PDF File, 284.4 KB) 31 Jul 2019. For cases "screened out", we will notify the complainants of the … Arbitration - proceedings - authority to commence arbitration - settlement agreement between insurer and assured … The new statutory regime for the regulation of insurance intermediaries in Hong Kong takes effect today.