Media Release

The Insurance Complaints Bureau releases the
Launch of Case Library in the ICB website

The Insurance Complaints Bureau (ICB) today (15 October 2020, Thursday) announces the launch of a new function – the “Case library” in the ICB website at www.icb.org.hk.

The “Case Library” collects over 250 typical cases which had been deliberated by the Insurance Claims Complaints Panel (“Complaints Panel”) in the past decades.  The purpose is to facilitate understanding of the rationale behind the decisions of the Complaints Panel. 

Dr Pamela Chan Wong Shui, Chairman of ICB, said, “Users can search for different cases with ease by just entering a keyword.  We trust that the “Case Library” will serve as good reference for insurers in responding to claim applications and at the same time, let the insuring public better understand their legitimate rights under insurance policies”.

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.  ICB aims at providing a cost-effective and efficient alternative dispute resolution mechanism to help resolve insurance disputes arising from personal insurance policies.  Services provided to consumers are free.

The Complaints Panel is an independent body appointed by ICB.  It is made up of five members with Mr Michael F S Tsui, barrister-at-law as Chairman.  The majority of members of the Complaints Panel come from the non-insurance industry.  Its objective is to provide independent and impartial adjudication of claims complaints between insurers and policyholders.  The decisions of the Complaints Panel are binding on all the ICB Members.