Due to system maintenance, our hotline services (including Individual Insurance Customer Service Hotline and Group Insurance Customer Service Hotline) will be suspended on Saturday, November 23, 2024. We apologize for any inconvenience may have caused. The hotline service will be resumed at 9:00 on Monday, November 25, 2024, thank you for your attention.

Due to system maintenance, our hotline services (including Individual Insurance Customer Service Hotline and Group Insurance Customer Service Hotline) will be suspended on Saturday, November 23, 2024. We apologize for any inconvenience may have caused. The hotline service will be resumed at 9:00 on Monday, November 25, 2024, thank you for your attention.

For assistance, please contact us

Service Hotline

Customer Service Hotlines

Individual Insurance : (852) 3999 5519

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Customer Complaints

Various complaint channels

Customer Service Hotlines

Individual Insurance

 Customer Service Hotline： 
(852) 3999 5519
 Mainland China Service Hotline *：
95519 Dedicated Hotline:
95519 (Press “8” after connection and then press “1”)
400 Service Hotline:
(86) 400 60 95519 (Press “1” after connection)
 Fax： 
(852) 2892 0520
 Email： 
cs@chinalife.com.hk
 Hotline Service Hours： 
Monday – Friday 9:00 a.m. – 6:00 p.m.
Saturday 9:00 a.m. – 1:00 p.m.
Sunday and public holidays closed
# This service hotline can be accessed from mobile lines, fixed telephone lines, payphones and call cards and are free of IDD charge. Callers have to bear local access fees (if any) from their service providers.

MPF & ORSO

 Customer Service Hotline： 
3999 5555
 Complaint Handling Officer： 
2891 3613
 Fax： 
2893 2103
 Email： 
mpf@chinalife.com.hk
 Hotline Service Hours： 
Monday – Friday 9:00 a.m. – 6:00 p.m.
Saturday, Sunday and public holidays closed

Employee benefits protection

 Customer Service Hotline： 
(852) 3999 5500
 Email： 
gi@chinalife.com.hk
 Company contact number： 
(852) 2545 8111
 Company email： 
info@chinalife.com.hk

Customer Service Centres

Individual Insurance

1
Hong Kong Customer Service Centre
Address：
Shop G2 - G3, G/F, CLI Building, 313 Hennessy Road, Wan Chai, Hong Kong
Service Hours：
Monday to Friday 9 a.m. to 6 p.m.
Saturday, Sunday and public holidays closed
VC service：
This service is available only when initiated by the Customer Service Department under specific circumstances. Customers should read the Terms of Use before using the service.

MPF & ORSO

1
China Life Trustees Limited
Address：
Room 801, 8/F, Tower A, China Life Center, One HarbourGate,
18 Hung Luen Road, Hung Hom, Kowloon
Service Hours：
Monday – Friday 09:00 a.m. – 6:00 p.m.
Close on Saturday, Sunday and Public Holiday

Customer Complaints

You can file a complaint by the following channels：

 
 Mail： 
Customer Service Department, China Life Insurance (Overseas) Co. Ltd., 24/F, CLI Building, 313 Hennessy Road, Wan Chai, Hong Kong.
 Email： 
cs@chinalife.com.hk (Individual Insurance) / gi@chinalife.com.hk (Group Insurance)
 Fax： 
(852) 2891 7715
 Other Channel： 
https://www.chinalife.com.hk/customer-service/contact-us

If you are not satisfied with our handling of complaints, you may seek help from the following parties:

 

Insurance Authority (accept complaints against an insurer or licensed insurance intermediaries)

 
 Telephone： 
(852) 3899 9983
 Email： 
complaints@ia.org.hk
 Fax： 
(852) 3753 3812
 Address： 
19th Floor, 41 Heung Yip Road, Wong Chuk Hang, Hong Kong
 

Insurance Complaints Bureau (accept complaints related to claim or non-claim dispute)

 
 Telephone： 
(852) 2520 2728
 Email： 
icb.enquiry@icb.org.hk
 Fax： 
(852) 2520 1967
 Address： 
29/F, Sunshine Plaza, 353 Lockhart Road, Wanchai, Hong Kong
 

Voluntary Health Insurance Scheme Office (accept complaints specific to the VHIS)

 
 Telephone： 
(852) 2529 8900
 Email： 
vhis_enquiry@fhb.gov.hk
 Fax： 
(852) 2529 8982
 Address： 
Unit 2902, Millennium City 6, 392 Kwun Tong Road, Kowloon, Hong Kong
 

Inland Revenue Department (accept complaints related to VHIS/QDAP claims for tax deduction)

 
 Telephone： 
(852) 2594 5000
 Email： 
taxinfo@ird.gov.hk
 Fax： 
(852) 2802 7625
 Address： 
37/F, Revenue Tower, 5 Gloucester Road, Wan Chai, Hong Kong
 Post： 
G.P.O. Box 11234, Hong Kong

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