What internal complaint or appeal procedures are available if I disagree with the insurer’s assessment or payout amount?

What internal complaint or appeal procedures are available if I disagree with the insurer’s assessment or payout amount?

You should review the complaint procedures of the insurer.  If you disagree with the insurer’s assessment or pay-out, you can consider making a complaint to the insurer.   

After the insurer has made its final decision, if you are still unsatisfied, you can consider making a complaint to the Insurance Complaints Bureau (ICB).  You will need to satisfy the Terms of Reference, including that  

• the claim amount does not exceed HK$1,500,000, and  
• the insurer must be a member of the ICB.   

For further information, please refer to Insurance Complaints Bureau.