| Information Centre | Media Release The Insurance Claims Complaints Panel releases
Claim-related Complaints Statistics and Case Review for the Year 2022
The Insurance Claims Complaints Panel (Complaints Panel), which is established under the Insurance Complaints Bureau (ICB), today (21 March 2023, Tuesday) announces claim-related complaints statistics and case review for the year 2022.
In 2022, ICB received 607 complaint cases, representing an increase of about 18.6% over the previous year. Of the 359 closed claim-related complaint cases, 89 complainants received from insurance companies a total claims compensation of HK$8.16 million. Hospitalization/medical and Life/critical illness insurance policies constituted the two largest types of policies of claims disputes in 2022.
Mr Michael F S Tsui, MH, Chairman of the Complaints Panel, said, “The Complaints Panel ruled in favour of the complainants in 13 cases and upheld the insurer’s decision in 45 cases. Among these 45 cases, the Complaints Panel recommended ex-gratia payment in one case and the recommendation was readily accepted by the insurer. The highest single case award was approximately HK$400,000.”
ICB is chaired by an independent Chairman, Dr Pamela Chan Wong Shui, BBS, JP and its board of directors consists of eight other members of whom four are non-industry professionals and four 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:
| Chairman | |
| Mr Michael F S Tsui, MH | Barrister-at-law |
| Members | |
| 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 |
