Innovative travel insurance plans from MSIG Hong Kong are gaining momentum and helping the company gain market share in the highly competitive Hong Kong market.
In April 2025, MSIG launched two travel services designed to make support faster and more seamless. The market-first Door-to-Door Luggage Repair Service completed 135 luggage repair requests from April to December 2025, equal to 16% of all luggage damage claims, while Overseas Medical Teleconsultation simplifies access to care while travelling abroad. These new services reflect innovation in an area where customers value convenience, speed and reassurance.
MSIG built on that momentum in October 2025 with upgraded travel insurance products that added new benefits, including cancellation of journey for any reason. The enhancement gives travellers greater flexibility and strengthens MSIG's position in a critical category where expectations are rising around responsive, real-world protection.
Beyond travel, the company’s annual claims report highlights a wide range of cases of MSIG's broader focus on customer-centred claims service across personal and commercial lines – demonstrating a commitment not only to efficient claims handling, but also to helping customers navigate disruption and move forward.
In 2025, MSIG honoured HK$359m (US$46m) in claims in Hong Kong and Macau and achieved a 94.7% claims settlement ratio, up from 91.1% in 2020, reflecting the insurer's sustained commitment to extraordinary claims service and role as a trusted partner. Employees' Compensation Hong Kong recorded a 99.87% settlement ratio, followed closely by Helper (97.57%) and Travel (96.27%).
The 2025 claims report shows significant progress in its customer-first approach – with an over 11% year-on-year increase in compliments received from customers, as well as 100% of the insurer's 2025 Google reviews being 5-star rated.
MSIG Hong Kong CEO Philip Kent said that in a year of rapid change, the company’s teams have stayed close to our customers and continued to put forward products and services that have truly helped when it mattered most. “From innovative travel protection to extraordinary claims servicing, we continue to invest in bringing unique-to-market product features to our customers as their trusted partner, and are fully committed to further enhancing our service experience to deliver the assurance they need at every stage of their life journey," he said.