| Information Centre | Statistics 1 January to 31 December 2017
In 2017, the Bureau handled altogether 782 cases, of which 662 were new cases (a 0.5% increase compared with 659 in 2016) and 120 cases were brought forward from 2016. Out of these 782 cases, 223 were dismissed because they did not fall within the terms of reference of the Bureau. Of the remaining 559 cases, 411 cases were closed while the balance of 148 cases were carried forward to 2018 (see Table 1).
The main categories of these 411 complaint cases were related to the application of policy terms, non-disclosure, excluded items, amount of indemnity and breach of warranties or policy conditions (see Figures 1 and 2). And hospitalization/medical and travel insurance policies constituted the two largest groups of claim disputes (see Figures 3 and 4).
Amongst the 411 cases closed, 89 were mutually settled between the insurers and the complainants with the aid of the secretariat. These cases did not need to go to the Insurance Claims Complaints Panel (Complaints Panel). No prima facie evidence was found in 217 cases and 69 cases were withdrawn by the claimants. The remaining 36 cases (8.8%) were referred to the Complaints Panel for deliberation (see Figure 5). The Complaints Panel ruled in favour of the complainants in 12 cases and upheld the insurer’s decision in 24 cases (see Figure 6).
In dollar terms, 101 complainants received from insurers a total claims amount of HK$10.25 million, of which HK$8.45 million was from mutual settlement and HK$1.8 million from awards made by the Complaints Panel. The highest single case award was around HK$650,000.
Further analyses of the 411 cases closed in 2017 are detailed in Tables 2 and 3.
Table 1. Summary of Complaints Handled
Figure 1. Nature of Complaints Closed
Figure 2. Nature of Complaints Closed in 2017
Figure 3. Types of Policies Closed
Figure 4. Types of Policies Closed in 2017
Figure 5. Outcome of Cases Closed
Figure 6. Outcome of Cases Closed in 2017
Table 2. Nature of Complaints by Types of Policies
Table 3. Outcome of Cases Closed by Types of Policies
