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Our team of Customer Engagement Representatives is at your service , even on bad weather days, to address your insurance needs or questions.  Get in touch with us anytime anywhere.

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Service Hotline

3123 3123

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Know who you're looking for?

Get in touch with us through one of the below email addresses and phone numbers for your inquiry

Enquiry & Complaint


3123 3123

9:00 am - 11:00 pm (Mon - Sun)

ORSO Administration Services


3183 1900

9:00 am - 7:00 pm (Mon - Fri)
9:00 am - 1:00 pm (Sat)

MPF Complaint


2851 5233

9:00 am – 6:00 pm (Mon - Fri)
Insurance Complaints Bureau

Address: 29/F Sunshine Plaza,
353 Lockhart Road,
Wanchai, Hong Kong

E-mail: icb.enquiry@icb.org.hk
Telephone: 2520 2728
Fax: 2520 1967
Insurance Authority

Address: 19th Floor,
41 Heung Yip Road,
Wong Chuk Hang, Hong Kong

E-mail: complaints@ia.org.hk
Telephone: 3899 9983
Fax: 3753 3812
Voluntary Health
Insurance Scheme Office

Address: Unit 2902, Millennium City 6, 
392 Kwun Tong Road, 
Kowloon, Hong Kong

E-mail: vhis_enquiry@fhb.gov.hk
Telephone: 2529 8900
Fax: 2529 8982
Inland Revenue Department
(VHIS claims for tax deduction)

Address: 37/F, Revenue Tower, 
5 Gloucester Road, 
Wan Chai, Hong Kong

Post: G.P.O. Box 11234, Hong Kong
E-mail: taxinfo@ird.gov.hk
Telephone: 2594 5000
Fax: 2802 7625

Customer Complaints Journey

We are committed to provide excellent customer experience and to handle all complaints fairly, accurately and promptly.

Class 1

If you have feedback or complaint regarding our product or service, please contact our Customer Engagement Team. Our Customer Engagement Representatives will address your concern and provide you with an immediate assistance and response.

Class 2

If our Customer Engagement Representatives are unable to resolve your concern, Customer Relationship Team will step in to assist. Customer Relationship Team will assign an experienced handler to work with you and to help resolve your concern promptly*.

Class 3

If your complaint was referred to us by relevant industry or regulatory body, Customer Relationship Team will work with these external parties and to help resolve your concern promptly*.

*Turnaround time may vary depending on the case complexity or other factors. We ensure that customer complaints will be handled promptly.

Where to find us

Insurance Solutions Centre

Suite 2605., 26/F, Miramar Tower, 132 Nathan Road, Tsim Sha Tsui, Kowloon
Opening Hours:
Mon - Sat: 9 am - 6 pm
Closed on Sun & Public Holidays
1/F, FWD Financial Centre, 308 Des Voeux Road Central, Sheung Wan, Hong Kong
Opening Hours:
Mon - Sat: 9 am - 6 pm
Closed on Sun & Public Holidays
13/F, Devon House, Taikoo Place, 979 King’s Road, Quarry Bay, Hong Kong
Opening Hours:
Mon - Sat: 9 am - 6 pm
Closed on Sun & Public Holidays

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