Complaint guidelines

How to make a complaint

If you are not happy with our services or business conduct and have a complaint about the 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 submit your complaint

Alternatively you can post or fax your complaint. It should be addressed to Generali Asia to the attention of the Complaints Officer. Contact details are as follows:

Mail:
Generali Asia
35/F, Times Square, Shell Tower
1 Matheson Street
Causeway Bay, Hong Kong

Facsimile:
(852) 2115 9122

Further steps

If you are still not satisfied with the way in which we have dealt with your complaint, you may wish to seek assistance from the Office of the Commissioner of Insurance at:

Office of the Commissioner of Insurance
21/F Queensway Government Offices
66 Queensway
Hong Kong
Fax: (852) 2869 0252
www.oci.gov.hk