Insurance claim rejected?
How to appeal a medical or travel claim

Insurer customer service and complaint contacts

Find your insurer to ask for a review or complain directly. Contact details are usually also printed on your policy documents.

Source: insurers’ official websites. Last checked: 2026-09-27

Listed in no particular order. Insurer not listed? Check your policy or the insurer’s official website.

Spotted an error? Email cs@rightlyhk.com to let us know.

Replace the [ ] parts with your details and send it to your insurer’s customer service or complaints department.

Subject: Complaint – request to review claim decision (Policy no. [number], Claim no. [number])

To the Customer Service / Complaints Department, [Insurer name]:

I, [name], hold [medical / travel] insurance policy no. [number] with your company. On [date] I made a claim of [amount] for [event, e.g. hospital treatment / lost luggage]. On [date] you told me the claim was [rejected / only partly approved] because [reason given].

I disagree with this decision for the following reasons:
1. [e.g. The condition first appeared after the policy started; doctor’s certificate attached]
2. [e.g. The treatment was recommended by my doctor and was medically necessary; doctor’s letter attached]
3. [Other reasons]

I ask you to review this decision and pay [in full / pro rata] the amount of [amount]. Please give me your final decision in writing within a reasonable time.

Attachments: [copy of policy, claim form, receipts, medical report, rejection letter]

[Name]
[Phone number]
[Date]

Insurer won’t change its decision? How to escalate

1. 1

   Insurance Complaints Bureau (ICB) – claim disputes

   Handles disputes between policyholders or beneficiaries and insurers over claims rejected in full or in part.

   • You must complain to the insurer first and receive its final decision
   • You must apply within 6 months of the insurer’s final decision
   • Claim limit: HK$1,500,000
   • Rulings are binding on member insurers; you can still take separate legal action

   Phone: 2520 2728 Email: icb.enquiry@icb.org.hk

   Address: 29/F, Sunshine Plaza, 353 Lockhart Road, Wan Chai

2. 2

   Insurance Authority (IA) – conduct issues

   Handles complaints about how insurers handle complaints and about the conduct of insurance intermediaries. For insurance bought through a bank, complaints are referred to the HKMA (see our bank complaints guide).

   Phone: 3899 9983 Complaints: complaints@ia.org.hk Enquiries: enquiry@ia.org.hk

   Fax: 3753 3812 Address: 19/F, 41 Hoi Yeung Road, Wong Chuk Hang

3. 3

   VHIS Office – enquiries about VHIS products

   If your plan is a certified Voluntary Health Insurance Scheme (VHIS) product, you can contact the VHIS Office.

   Phone: 2529 8900 Email: vhis_enquiry@healthbureau.gov.hk

4. 4

   Courts (last resort)

   • Small Claims Tribunal: HK$75,000 or less
   • District Court: over HK$75,000 up to HK$3,000,000
   • Court of First Instance: no limit