Complaint Handling Procedure – Highlights for Customers' Reference

Complaint Handling Procedure – Highlights for Customers' Reference

Tugu Insurance Company Limited has set up the customer complaint mechanism to ensure customers are treated fairly in the course of complaint handling. You may make your complaint to us through the following channels:

General Enquiry : (852) 2824 2939
By email :
Visit in Person /
By post
: 28/F United Asia Finance Centre, 333 Lockhart Road, Wanchai, Hong Kong

Upon receipt of a customer complaint, we will provide acknowledgement of receipt to the complainant within 3 working days. The complaint will be investigated by designated staff. We will complete the investigation and provide an official written reply to the complainant within 30 working days, in which we will provide the complainant as much information as they need to understand the decision and the reasons behind our response. If there are special circumstances that the complaint cannot be resolved within 30 working days, interim letters will be sent to the complainant regularly to update the status.

Tugu Insurance Company Limited will treat all complaint cases in a confidential manner and keep proper record in accordance with internal policy and regulatory requirements.

If you are still not satisfied with the investigation result and our reply, you may contact the following organisations for further assistance. We would fully cooperate in response to their enquiries and requests related to your case.

Regulatory Body Responsibility Contact Details
Insurance Authority Of Hong Kong Handling complaints relating to the business conduct of insurers, agents and brokers. Address: 19/F, 41 Heung Yip Road, Wong Chuk Hang, Hong Kong
Tel: (852) 3899 9983
Fax: (852) 3899 9993
The Insurance Complaints Bureau Handle complaints relating to all insurance disputes arising from personal insurance policies. The claim amount / monetary value of the complaints does not exceed designated threshold HKD1,000,000 Address: 29/F, Sunshine Plaza, 353 Lockhart Road, Wanchai, Hong Kong
Tel: (852) 2520 2728
Fax: (852) 2520 1967

published 2021/Dec