Hong Kong Insurers Face Rising Complaints Amid Policy Disputes
Hong Kong insurers are experiencing increased scrutiny as complaints about claims handling and sales conduct have risen for the fourth consecutive year. In 2025, the Insurance Complaints Bureau recorded 857 cases, a 32.7% increase from the previous year, while the Insurance Authority logged 1,173 complaints, marking a 19.9% rise. The surge in complaints is primarily attributed to disputes over policy wording, coverage interpretation, and information disclosure. The Insurance Authority has highlighted gaps in incentives, disclosure, and oversight, issuing a circular to reinforce expectations on claim processing, including avoiding unjustified delays and improving transparency. The majority of disputes are resolved through negotiation rather than litigation, with most complaints settled through mediation or regulatory intervention. 
