Hong Kong's Insurance Authority (IA) has published its latest Conduct In Focus report, outlining complaint statistics for 2025 and reinforcing main regulatory priorities.
According to the report, the IA received a total of 1,173 complaints in 2025, marking a 19.9% increase from the 978 complaints recorded in 2024. While the year-on-year rise reflects higher activity in the market, the Authority said that complaint levels remained broadly consistent with pre-pandemic figures of 1,163 in 2019 and were still significantly lower than the pandemic peak of 1,494 complaints in 2020.
The report added that the trend showed moderation over the course of the year, with a rise of 33% in the first half of 2025 before easing in the second half, resulting in a full-year increase of around 20%.
Despite this rise in complaints, the Authority noted that total gross premiums for the first three quarters of 2025 climbed to HK $637bn ($81.5bn), surpassing the full-year 2019 level of HK $567bn. Against this backdrop, the level of complaints was considered comparatively contained.
The Authority also reported improved operational efficiency, as it exceeded its service pledge to close at least 80% of cases within six months, achieving an 85% closure rate for complaints received in the first half of 2025.
From a conduct perspective, the report identified “Conduct” (26%), “Business or Operations” (25%), and “Representation of Information” (19%) as the leading complaint categories.
Overall, the IA said the findings reflect a relatively stable complaint environment alongside evolving regulatory expectations, particularly in areas linked to digital engagement and distribution oversight.