Complaints do arise from time to time – you may feel you've been dealt with unfairly, or perhaps there's been a misunderstanding. Whatever the nature of your concern, we'll treat it professionally, confidentially and courteously – just as you expect and deserve as a valued customer.
Working with you on these matters also gives us an important opportunity to improve the customer service experience for everyone who does business with us.
Individual Life
Call our Client Service Hotline (852) 2103 8928
Send email to hk_csd@sunlife.com
Visit our Client Service Centre at G/F, Cheung Kei Center Tower B, 18 Hung Luen Road, Hunghom, Kowloon, Hong Kong.
MPF and ORSO Schemes
For Sun Life Rainbow MPF Scheme and Sun Life Rainbow ORSO Scheme, call our Sun Life Pension Services Hotline (852) 3183 1888 or send email to mpfslf@bestserve.com
For Sun Life MPF Basic Scheme and Sun Life MPF Comprehensive Scheme, call our Sun Life Retirement Scheme Hotline (852) 3183 1900 or send email to customerservicempf@bestserve.com
For Sun Life MPF Master Trust, call our Sun Life MPF Master Trust Services Hotline (852) 2971 0200 or send email to SLMPFMT@bestserve.com
Visit Pension Client Service Centre at 10/F One Harbourfront, 18 Tak Fung Street, Hunghom, Kowloon, Hong Kong
Group Insurance
Call our Client Service Hotline (852) 3183 2099
Send email to hk.groupadmin@sunlife.com
If you are not satisfied with our handling of your complaint, you may forward the matter to the following parties for further deliberation.
Insurance Agents Registration Board (accept complaints related to agent’s misconduct)
Address : 29/F Sunshine Plaza, 353 Lockhart Road, Wanchai, Hong Kong
E-mail : hkfi@hkfi.org.hk
Telephone : (852) 2520-1868
Fax. : (852) 2520-1967
The Insurance Complaints Bureau (accept complaints related to claim or non-claim dispute)
Address : 29/F Sunshine Plaza, 353 Lockhart Road, Wanchai, Hong Kong
E-mail : icb.enquiry@icb.org.hk
Telephone : (852) 2520-2728
Fax. : (852) 2520-1967
Insurance Authority (accept complaints against an insurer)
Address : 19th Floor, 41 Heung Yip Road, Wong Chuk Hang, Hong Kong
E-mail : complaints@ia.org.hk
Fax. : (852) 3753 3812
Food and Health Bureau (accept enquiries and complaints related to the Voluntary Health Insurance Scheme)
Address : Voluntary Health Insurance Scheme Office, Units 2902 & 2907, Millennium City 6, 392 Kwun Tong Road, Kowloon, Hong Kong
E-mail : vhis_enquiry@fhb.gov.hk
Fax. : (852) 2102-2525
Inland Revenue Department (accept enquiries and complaints related to the tax deduction of the Voluntary Health Insurance Scheme)
Address : 37/F, Revenue Tower, 5 Gloucester Road, Wan Chai, Hong Kong
Mailing Address: G.P.O. Box 11234, Hong Kong
E-mail : taxinfo@ird.gov.hk
Telephone : (852)2594-5000
Fax. : (852) 2802-7625
Mandatory Provident Fund Schemes Authority (accept complaints related to MPF trustees, MPF intermediaries or ORSO schemes)
Mail : Customer Services Department, Level 8, Tower 1, Kowloon Commerce Centre, 51 Kwai Cheong Road, Kwai Chung, Hong Kong
E-mail : mpfa@mpfa.org.hk
Hotline : (852) 2918 0102
Fax : (852) 2259 8806
