Full Breakdown
Surge in Insurance Complaints in Hong Kong: 2025 Report
4/14/2026, 11:05:37 PM
Overview of the Increase in Complaints
Hong Kong's Insurance Claims Complaints Panel reported a significant increase in complaints, with 857 new cases recorded in 2025, marking a 32.7% rise from 646 cases in 2024. This upward trend reflects a consistent increase over the past few years, with 616 cases in 2023, 607 in 2022, and 512 in 2021. The panel attributes this surge to heightened awareness among customers regarding their rights to file complaints for disputes, particularly concerning medical and travel insurance policies.
Breakdown of Complaints
The majority of the complaints involved hospitalisation and medical insurance, with 205 cases, followed by 94 related to travel insurance. Other types of policies included critical illness, personal accident, disability, fire and household, life, and motor insurance. Michael Tsui Fuk-sun, chairman of the panel, noted that the prevalence of claims in these areas has increased, especially in the aftermath of the COVID-19 pandemic.
Case Resolutions and Compensation
In 2025, the panel closed 447 claim-related complaints, ruling in favor of complainants in 11 cases and upholding insurers' decisions in 45 cases. A total of 113 cases were mutually settled. Among the closed cases, 124 complainants received approximately HK$13.6 million (around US$1.74 million) in compensation, with the highest single award reaching about HK$820,000 (US$104,700). Notably, the panel did not receive any complaints related to the Wang Fuk Court fire, which was the deadliest incident in Hong Kong in decades.
Notable Cases
One significant case involved a man who died following a fall, where the panel ruled in favor of his daughter for the accidental death benefit claim of HK$820,000. The insurer had initially denied the claim, citing multiple health conditions as the cause of death. However, the panel determined that the fall was the primary cause, leading to a favorable ruling for the complainant.
In another case, a woman on holiday in Thailand faced denial of her travel insurance claim for medical expenses related to a bowel obstruction. The insurer argued that her condition was pre-existing. However, the panel found insufficient evidence to support this claim and ordered reimbursement of approximately HK$40,000.
Official Statements
Orchis Li Tzy-lan, a member of the panel, stated, “More customers are aware that they can come to us to file a complaint when disputes arise and receive a fair, just, free and fast resolution.” This sentiment underscores the panel's role in providing independent adjudication between insurers and policyholders.
Criticism & Opposition
Despite the panel's efforts, some critics argue that the resolution process may still favor insurers, given the number of cases upheld in their favor. Complainants who disagree with the panel's decisions retain the right to pursue legal action, indicating ongoing concerns about the fairness of the complaint resolution process.
Conclusion
The increase in insurance complaints in Hong Kong highlights a growing awareness among consumers regarding their rights and the complexities of insurance claims. The Insurance Claims Complaints Panel continues to play a crucial role in mediating disputes, although challenges remain in ensuring equitable outcomes for all parties involved.
