Code of conduct
The Hong Kong Federation of Insurers (HKFI) has issued The Code of Conduct for Insurers (the Code) to promote good insurance practice among insurance companies to strengthen consumers' awareness of the expected practice of insurance service.
The Code sets standards for insurers in a number of areas, including:
- Advising and selling practices
- Handling of claims
- Management of insurance agents
- Management of staffs
- Misconduct by insurers
- Handling of inquiries, complaints and disputes
For example, all insurers should ensure the information contained in their sales materials is current, correct and expressed in plain language and not misleading to the public. They should also handle all claims and complaints in a fair and timely manner.
Other codes and standards
From time to time, HKFI, with close liaison with the IA, issues codes of practices, guidance notes, and other requirements to enhance the customer protection.