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 / Assicurazioni Generali S.p.A. – Hong Kong Branch to the attention of the Complaints Handling Officer. Contact details are as follows:
Mail: Generali Life (Hong Kong) Limited / Assicurazioni Generali S.p.A. – Hong Kong Branch
Address: 21/F, 1111 King's Road, Taikoo Shing, Hong Kong
Telephone: (852) 2521 0707
Facsimile: (852) 2521 8018
Email: [email protected]
External Dispute Resolution
The Company participates in the following external dispute resolution mechanisms:
Insurance Authority (“IA”),
If you are not satisfied with the way in which our Company has addressed your complaint and / or your complaint against licensed insurance intermediaries, you may address your complaint to the IA.
The contact details of IA are:
Mail: Insurance Authority - North Point Office
Address: 23rd Floor, 625 King’s Road, North Point, Hong Kong
Hotline: (852) 3899 9983
Fax: (852) 3753 3812
E-mail: [email protected]
Website: https://www.ia.org.hk/en/aboutus/lodge_a_complaint.html
The Insurance Complaints Bureau (“ICB”)
If you are not satisfied with the way in which we handle your complaint involving insurance claim-related complaints by way of adjudication and non-claim related complaints (of monetary nature) by way of mediation. If your complaint involves a personal insurance contract with a claim amount or dispute value not exceeding HK$1,200,000, you may lodge your complaint to ICB.
The contact details of ICB are:
Mail: The Insurance Complaints Bureau
Address: 29/F, Sunshine Plaza, 353 Lockhart Road, Wan Chai, Hong Kong
Hotline: (852) 2520 2728
Fax: (852) 2520 1967
E-mail: [email protected]
Website: www.icb.org.hk