| Information Centre | Media Release The Insurance Claims Complaints Panel releases
Claims Complaints Statistics and Case Review for the Year 2018
The Insurance Claims Complaints Panel (Complaints Panel), which is an independent body appointed by the Insurance Complaints Bureau (ICB), today (9 April 2019, Tuesday) announces the claims complaints statistics and case review for the year 2018.
In 2018, the ICB received 598 complaint cases, representing a 9.7% decrease over the previous year. Of the 414 closed cases, 89 complainants received from insurance companies a total claims compensation of HK$7.16 million. The two main categories of complaints were “Application of Policy Terms” and “Non-disclosure”.
Mr Michael F S Tsui, Chairman of the Complaints Panel, said, “The Complaints Panel ruled in favour of the complainants in 15 cases and the amounts involved was HK$2.11 million. The highest single case award was HK$700,000.”
The ICB is chaired by an independent Chairman, Dr Pamela Chan Wong Shui, and its board of directors consists of four non-industry members and four industry members. It aims at providing an alternative dispute resolution mechanism to all insurance disputes arising from personal insurance contracts. The Complaints Panel is appointed by the ICB. Its objective is to provide independent and impartial adjudication of claims complaints between insurers and policyholders or their beneficiaries and its decisions are binding on all the ICB Members. However, if the complainants find the decision of the Complaints Panel unacceptable, they are free to seek legal redress and their legal rights are not affected by the decision of the Complaints Panel.
The Complaints Panel is made up of five members. The majority of members come from the non-insurance industry. This ensures the independence and credibility of this alternate dispute resolution mechanism. Members of the Complaints Panel acted on a voluntary basis and consisted of:
| Mr Michael F S Tsui, Chairman | Barrister-at-law |
| Ms Chairty C S Au | Representative of the Life Insurance Council of the Hong Kong Federation of Insurers (HKFI) |
| Ms Vanessa C W Lau | Nominee of the Consumer Council |
| Mr Lars Nielsen | Nominee of the Hong Kong Institute of Certified Public Accountants |
| Mr Jonathan C H Yau | Representative of the General Insurance Council of the HKFI |
Chairman of The Insurance Claims Complaints Panel Mr Michael Tsui (third from left), together with his fellow members (from left) Ms Vanessa Lau, Mr Lars Nielsen, Ms Charity Au and Mr Jonathan Yau, announced the annual claims complaints statistics for 2018.
