Complaint Handling

Our commitment to you

We are committed to providing a high-quality insurance service to all our customers and business partners. However, we want to know if we have not delivered the service that you were expecting from us or if we have made a mistake.

How to make a complaint

Please contact us at your earliest convenience with the following information:

  • Your policy / certificate of insurance number or claim number
  • The insured name
  • Details of your dissatisfaction
  • Your contact email and telephone number

You can contact us by one of the following ways:

By email:


In writing:

Responsible Officer (Complaints)
Leadenhall Asia Limited
48/ F, Lee Gardens One.
33 Hysan Avenue
Causeway bay, Hong Kong.

We will send you an acknowledgement email within 48 hours (during weekdays), and keep you informed of the progress of your complaint. We aim to resolve your complaint within 14 days. However, in some circumstances this may take longer, we will then contact you explaining why and how long our investigation is likely to take.