Complaints or concerns

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, call our Sun Life Pension Services Hotline (852) 3183 1888 or send email to mpfslf@bestserve.com

For Sun Life Rainbow ORSO Scheme, call (852) 2929 3029 to contact Customer Service Representative of BOCI-Prudential Trustee Limited, Administrator of Sun Life Rainbow ORSO Scheme or send email to slorso.enquiry@bocpt.com for general enquiry and slrb@bocpt.com for submission of Remittance Statement & Daily Documents.  

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 Authority (accept complaints related to agent’s misconduct)

Address: Insurance Authority - North Point Office, 23rd Floor, 625 King’s Road, North Point, Hong Kong

E-mail: complaints@ia.org.hk

Telephone: (852) 3899-9983

Fax: (852) 3753-3812

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