Hong Kong Insurance Claims Complaints Panel: Received 857 Complaint Cases in 2025 (+32.7% YoY), $1.7 Million (HKD 13.6 Million) Compensation Paid in 124 Complaint Cases, Top 2 Complaints on Insurance Policies from 1) Hospitalization / Medical & 2) Travel
15th April 2026 | Hong Kong
Hong Kong Insurance Claims Complaints Panel – Received 857 complaint cases in 2025 (+32.7% YoY), and $1.7 million (HKD 13.6 Million) compensation paid in 124 complaint cases. The top 2 complaints on insurance policies are from 1) Hospitalization / Medical & 2) Travel. Announcement (14/4/26): “The Insurance Claims Complaints Panel (Complaints Panel), established under the Insurance Complaints Bureau (ICB), releases today (Tuesday, 14 April 2026) the statistics and case review of the claim-related complaints for the year 2025. In 2025, ICB received 857 complaint cases, reflecting an increase of about 32.7% compared to the previous year. Out of the 447 claim-related complaint cases that were closed, 124 complainants received a total claim compensation of HK$13.6 million from insurance companies. Hospitalization/medical and travel insurance policies were the two most common types of policies involved in claims disputes during the year. The ICB is chaired by an independent Chairman, Dr Pamela Chan Wong Shui, BBS, JP. Its board of directors consists of eight other members including four non-industry professionals and four industry representatives. The ICB provides consumers a free, convenient and efficient one-stop platform to help resolve insurance disputes arising from personal insurance contracts. The Complaints Panel, appointed by the ICB, aims to provide independent and impartial adjudication of claim complaints between insurers and policyholders or their beneficiaries. The decisions made by the Complaints Panel are binding on all ICB Member Insurers. However, if the complainants disagree with the decision, they retain the right to pursue legal action, and their legal rights remain unaffected by the rulings of the Complaints Panel. The Complaints Panel is composed of five members, the majority of whom come from the non-insurance industry. This composition ensures the independence and credibility of this alternative dispute resolution mechanism.” Michael F S Tsui, MH, Chairman of the Complaints Panel: “The Complaints Panel ruled in favour of the complainants in 11 cases and upheld the insurers’ decisions in 45 cases. The highest single case award amounted to around HK$820,000.”
“ Hong Kong Insurance Claims Complaints Panel: Received 857 Complaint Cases in 2025 (+32.7% YoY), $1.7 Million (HKD 13.6 Million) Compensation Paid in 124 Complaint Cases, Top 2 Complaints on Insurance Policies from 1) Hospitalization / Medical & 2) Travel “
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Hong Kong Insurance Claims Complaints Panel: Received 857 Complaint Cases in 2025 (+32.7% YoY), $1.7 Million (HKD 13.6 Million) Compensation Paid in 124 Complaint Cases, Top 2 Complaints on Insurance Policies from 1) Hospitalization / Medical & 2) Travel
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