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Service Hotline

Customer Service Hotlines

Individual Insurance : (852) 3999 5519

Service Centre

Customer Service Centres

In Wan Chai and Yuen Long

Service Centre

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Service Centre

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
2
Yuen Long Customer Service Centre
Address:
Shop 6-7, G/F, Opulence Height, 52A & B Castle Peak Road, Yuen Long, New Territories (Exit B, West Rail Line Yuen Long Station)
Service Hours:
Monday – Friday 10:00 a.m. – 7:00 p.m.*
Saturday, Sunday and public holidays 10:00 a.m. – 7:00 p.m.
(Provide insurance sales service only)

* Service hours of Mid-Autumn Festival, Winter Solstice, New Year’s Eve and Lunar New Year’s Eve will be changed to 10:00 a.m. – 4:30 p.m

MPF & ORSO

1
China Life Trustees Limited
Address:
17/F, CLI Building, 313 Hennessy Road, Wan Chai, Hong Kong
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