Hong Kong regulator tightens oversight after complaints jump 19.9%

Authorities also issued guidance covering promotions on online platforms.

Hong Kong recorded a total of 1,173 insurance complaints in 2025, 19.9% higher than the previous year.

The Hong Kong Insurance Authority (IA) has released its latest Conduct In Focus report, detailing complaint statistics for 2025 and outlining key regulatory priorities for insurance intermediaries.

The IA noted that this volume is largely in line with pre-pandemic levels, suggesting a stable complaint trend despite ongoing growth within the insurance market.

The report clarifies the IA’s expectations regarding agency hierarchies. Specifically, it emphasises the accountability and oversight standards required of agent managers who are responsible for supervising downline agents.

With the increasing use of digital marketing, the IA also provided clear guidance on social media promotions.