Media Release

The Insurance Complaints Bureau will launch
New mediation service with effect from 16 July 2018

The Insurance Complaints Bureau (ICB) will launch a new mediation service with effect from 16 July 2018 (Monday) to handle non-claim related insurance disputes of monetary values.

The ICB will maintain a list of qualified mediators with relevant experience and qualification from which the parties concerned in dispute can select for mediation service.  Currently, there are 26 qualified mediators joining the ICB List of Mediators. 

“Launch of a new mediation service is an important milestone of the ICB, expanding its scope of jurisdiction to handle non-claim related insurance disputes,” said Dr Pamela Chan Wong Shui, Chairman of the ICB.  “Together with our existing mechanism to handle claim-related complaints through adjudication by the Insurance Claims Complaints Panel, the ICB will be able to provide consumers with an independent, convenient and effective one-stop avenue in helping resolve all insurance-related disputes.  The current jurisdiction limit is HK$1,000,000,” added Dr Chan.

The ICB was inaugurated on 16 January 2018 to replace the Insurance Claims Complaints Bureau (ICCB).  The ICB’s governance structure has been reformed with majority non-industry members forming the Board of Directors to enhance its independence.  Its main objective is to provide an independent and cost-effective alternative dispute resolution process which enables the insuring public to resolve and settle their complaints in respect of personal insurance contracts.  The ICB service is free to consumers.

The ICB currently has 109 Members.  As a licensing condition, all authorised insurers carrying on any personal insurance business in Hong Kong are required to apply to and become members of the ICB.  The operating costs of the ICB come from annual subscriptions of Member Insurers.