Hong Kong watchdog urges scrutiny of travel insurance terms amid claims disputes
Consumer Council says travellers should fully understand how policies define key terms and what activities are covered
Hong Kong’s consumer watchdog has warned residents travelling abroad to carefully compare the scope of coverage and exclusions of different insurance plans following complaints regarding disputes over claims.
The Consumer Council said on Monday it had received 221 complaints about travel insurance since 2022, including 152 disputed claims.
It noted that 55 complaints were filed in the first 10 months of 2025, down from 80 in the same period last year.
The council said the cases reflected discrepancies between consumers and insurance companies’ understanding of coverage terms under different circumstances.
In one case, a traveller said she failed to receive compensation for bags that arrived 31 hours later on a return flight to Hong Kong from Vancouver.
Her submitted claim for HK$1,500 (US$193) was rejected by the insurance company, which explained to the council that the coverage only applied to expenses for clothing, essentials or toiletries incurred due to delayed baggage arrival at the destination.