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Making a complaint

We're proud of the service that we offer our customers. However, we know that sometimes things can go wrong.

This page explains how to make a complaint about the insurance products or services provided by Bupa. By following this procedure, we can make sure your concerns are dealt with as quickly and effectively as possible.

Our complaint handling procedure

You can contact us to make a claim in various ways. We'll reply to you no later than 5 working days after receiving your complaint.

 

Contact us

By post

Bupa (Asia) Limited, 18/F Berkshire House, 25 Westlands Road, Quarry Bay, Hong Kong

By email

customercare@bupa.com.hk

By phone

If you're a member of an individual or group scheme, please call your dedicated Bupa helpline. This can be found in your Membership Guide or on the back of your medical card, if any.


In your letter or email, please be sure to include your name, contact information and membership number so that we can process your complaint. If your complaint is about claims, please also provide the claim voucher number.

 

Other complaint channels


If we are unable to resolve your complaint satisfactorily, you may contact the following parties with their terms of reference described below.

 

The Insurance Authority is a statutory body that regulates the conduct of insurance companies and intermediaries. Please refer to the Insurance Authority’s website for details of the complaint handling procedure.

Insurance Authority
19th Floor, 41 Heung Yip Road, Wong Chuk Hang, Hong Kong
Fax: 3753 3812
Website: http://www.ia.org.hk
Email: complaints@ia.org.hk

 

The Insurance Complaints Bureau (ICB) has been set up to help customers resolve insurance-related disputes. This includes adjudication for claim-related complaints and mediation for other monetary disputes with insurers (not related to claims). In both cases, the value of the complaints should not exceed HK$1,000,000. Please refer to the ICB’s website for details.

Insurance Complaints Bureau
29/F, Sunshine Plaza, 353 Lockhart Road, Wanchai, Hong Kong
Hotline: 2520 2728
Fax: 2520 1967
Website: http://www.icb.org.hk
Email: icb.enquiry@icb.org.hk

 

You may contact the VHIS Office of the Food and Health Bureau about VHIS-related matters, including:
  • VHIS product availability
  • Features of VHIS Certified Plans
  • Compliance with the Code of Practice 

Voluntary Health Insurance Scheme Office
Units 2902 & 2907, Millennium City 6, 392 Kwun Tong Road, Kowloon, Hong Kong
Fax: 2102 2525
Website: http://www.vhis.gov.hk
Email: vhis_enquiry@fhb.gov.hk

 

Please contact the Inland Revenue Department with questions or concerns about tax deduction.

Inland Revenue Department
Revenue Tower, 5 Gloucester Road, Wan Chai, Hong Kong
Website: http://www.ird.gov.hk
Email: taxinfo@ird.gov.hk