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.
Visit Pension Client Service Centre at 10/F One Harbourfront, 18 Tak Fung Street, Hunghom, Kowloon, Hong Kong
(Whampoa MTR Station, Exit D2)
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 : Level 12, Tower 1, The Millennity, 98 How Ming Street, Kwun Tong, Hong Kong
E-mail : mpfa@mpfa.org.hk
Hotline : (852) 2918 0102
Fax : (852) 2259 8806
