| Information Centre | Media Release The Insurance Claims Complaints Panel releases
Claim-related Complaints Statistics and Case Review for the Year 2020
The Insurance Claims Complaints Panel (Complaints Panel), which is established under the Insurance Complaints Bureau (ICB), today (30 March 2021, Tuesday) announces claim-related complaints statistics and case review for the year 2020. Due to Covid-19 pandemic, the media conference is held online and the link is https://youtu.be/O7uCWP5wJkQ.
In 2020, ICB received 583 complaint cases, representing a decrease of about 6% over the previous year. Of the 349 closed claim-related complaint cases, 85 complainants received from insurance companies a total claims compensation of HK$6.26 million. Hospitalization/medical and travel insurance policies constituted the two largest groups of claims disputes in 2020.
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 38 cases. The highest single case award was HK$617,000.”
ICB is chaired by an independent Chairman, Dr Pamela Chan Wong Shui, and its board of directors consists of seven other members of whom four are non-industry professionals and three from the industry. It provides consumers with a free, convenient and efficient one-stop avenue to help resolve 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 |
