| Information Centre | Media Release The Insurance Claims Complaints Panel releases
Claims Complaints Statistics and Case Review for the Year 2019
The Insurance Claims Complaints Panel (Complaints Panel), which is an independent body established under the Insurance Complaints Bureau (ICB), today (28 April 2020, Tuesday) announces claims complaints statistics and case review for the year 2019. Due to Covid-19 pandemic, the media conference is held online and the link is https://youtu.be/o05PFLCXURE.
In 2019, ICB received 622 complaint cases, representing a 4% increase over the previous year. Of the 361 closed claim-related complaint cases, 89 complainants received from insurance companies a total claims compensation of HK$6.88 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 10 cases and upheld the insurer’s decision in 25 cases. The highest single case award was HK$234,000.”
ICB is chaired by an independent Chairman, Dr Pamela Chan Wong Shui, and its board of directors consists of four non-industry members and three 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 ICB with an objective of providing an independent and impartial adjudication of claims complaints between insurers and policyholders or their beneficiaries. The decisions of the Complaints Panel are binding on all ICB Member Insurers. However, if the complainants find the decision 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 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, MH, Chairman | Barrister-at-law |
| Ms Vanessa C W Lau | Nominee of the Consumer Council |
| Ms Orchis T L Li | Representative of the Life Insurance Council of the Hong Kong Federation of Insurers (HKFI) |
| 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 |
