Innovation drives success for MSIG Hong Kong, as the company reports an upsurge in claims performance.
In 2024, MSIG Insurance (Hong Kong) Limited, a leading insurance provider, demonstrated a commitment to enhancing claims management and customer service.
Philip Kent, CEO of MSIG Hong Kong, announced the company's mission to help customers move forward with the assurance of financial compensation. This commitment was reflected in the company's efforts throughout the year.
One of the key initiatives was the introduction of Zero Touch, a digital solution for claims assessment. This innovation resulted in significant efficiency gains, with Helper Insurance claims processing times reduced from 3-5 days to as little as 15 minutes for eligible clinical and dental claims. MSIG plans to extend Zero Touch to cover medical products in the future.
MSIG also introduced a 24/7 online claims tracking service, the Claims Status Enquiry Page, providing customers with peace of mind during the claims process.
In terms of industry recognitions, MSIG received notable accolades in 2024. The company was named a Top 3 Finalist in the category of "Outstanding Claims Management Award - General Insurance" and won "Claims Initiative of the Year".
MSIG's inaugural "Serving with Heart, Putting You above All" branding campaign emphasised the insurer's commitment to extraordinary customer service and claims management. The campaign was well-received, with significant compliments from customers for its fast, intuitive claims process.
In addition to these initiatives, MSIG offered Overseas Medical Teleconsultation services for travel insurance customers in Japan, Singapore, Thailand, Vietnam, and the Philippines. The company also launched the MSIG Easy Lounge Service, offering complimentary airport lounge access to travel insurance customers experiencing delays over 60 minutes at 1,600+ airports worldwide.
MSIG Insurance honoured claims totalling HK$347,983,977 in Hong Kong and Macau in 2024. Despite the increase in claims, the company managed to maintain a high claims settlement ratio of 94.5%, a rise from 92.4% in 2021.
Two categories, Employees' Compensation Hong Kong and Marine, achieved 100% settlement ratios in 2024. Helper and Personal Accident were the next highest categories in terms of settlement ratios, with figures of 99.17% and 96.85% respectively.
While specific 2024 initiatives and recognitions for MSIG Insurance (Hong Kong) Limited are not detailed, the company has demonstrated strong claims payout capabilities and is part of a broader group recognised for transformative efforts.
In 2025, MSIG Insurance settled $44.33 million in claims across Hong Kong and Macau, highlighting the company's commitment to fulfilling claims obligations[4][5]. Furthermore, MSIG USA received the 2025 Celent Model Insurer Award for Legacy and Ecosystem Transformation, indicating a focus on innovation and business transformation within the MSIG group[1].
As MSIG continues to grow and innovate, customers can expect a seamless, efficient, and compassionate claims experience.
- In 2024, MSIG Insurance (Hong Kong) Limited's introduction of Zero Touch, a digital solution for claims assessment, was a reflection of their mission to help customers move forward with the assurance of financial compensation, demonstrating a commitment to both exceptional customer service and technology development within the finance industry.
- Leveraging technology to enhance claims management, MSIG Insurance (Hong Kong) Limited extended Zero Touch to cover medical products in the future, aiming to further improve efficiency and customer satisfaction in their financial services.
