What to do if you have a complaint about our products or services
How to make a complaint
If you are not happy with our services, products or business conduct and have a complaint about the products or services provided by us, you may lodge a complaint in writing to us, with full details of the subject of the complaint, relevant documentary materials which may support your complaint, your full name and how we may contact you (i.e. full address, telephone number, Email address).
We prefer not to deal with verbal or anonymous complaints. However, you may call us or make your complaint in person, should you have any difficulties which may prevent you from making a written complaint.
How we will handle your complaint
Information in relation to a complaint shall be treated as strictly confidential.
Upon receipt of your complaint, we shall send a written acknowledgement to you, advising the name and full contact
details of the person who shall be handling your complaint and when you may expect a final response.
Within (30) thirty days from the date of receipt of the complaint, we shall send you either a final response or a response which explains why we are not in a position to provide a final response or gives reasons for the delay and indicates when we expect to be able to provide a final response.
The acknowledgement and the final response may be combined, if we are able to provide a final response within a short period of time.
How to contact us
Your complaint should be addressed to Generali Life (Hong Kong) Limited to the attention of the Complaints Handling
Officer. Contact details are as follows:
Mail: Generali Life (Hong Kong) Limited
21/F, Cityplaza One
1111 King's Road, Taikoo Shing, Hong Kong
Facsimile: (852) 2521 8018
Email: [email protected]
Telephone: (852) 2521 0707
External Dispute Resolution
Generali Life (Hong Kong) Limited participates in the following external dispute resolution mechanisms:
If you are not satisfied with the way in which we handle your complaint involving the conduct of insurance agents, their responsible officers or technical representatives, you may address your complaint to the IARB.
Insurance Agents Registration Board (“IARB”), 29/F, Sunshine Plaza, 353 Lockhart Road, Wanchai, Hong Kong, Telephone (852) 2520 1868, Fax (852) 2520 1967, Email address [email protected], website www.hkfi.org.hk;
If you are not satisfied with the way in which we handle your complaint involving personal insurance claims with amount not exceeding HK$1,000,000, you may address your complaint to ICCB.
Insurance Claims Complaints Bureau (“ICCB”), 29/F, Sunshine Plaza, 353 Lockhart Road, Wanchai, Hong Kong,
Telephone (852) 2520 2728, Fax (852) 2520 1967, Email address [email protected], website www.iccb.org.hk;
If the complaints are against insurance brokers, their chief executives or technical representatives who are member of the approved bodies of insurance brokers, you should address the complaints to the corresponding approved (and self-regulatory) bodies of insurance brokers:
Hong Kong Confederation of Insurance Brokers (“HKCIB”), Room 3407, AIA Tower, 183 Electric Road, Fortress Hill, Hong Kong, Telephone (852) 2882 9943, Fax (852) 2890 2137, Email address [email protected], website
www.hkcib.org;
Professional Insurance Brokers Association (“PIBA”), Room 2507-08, 25/F, China Insurance Group Building, 141 Des Voeux Road, Central, Hong Kong, Telephone (852) 2869 8515, Fax (852) 2770 2372, Email address [email protected], website www.piba.org.hk.