MSIG lifts claims settlement ratio to 94.7%

The company paid HK$359m across Hong Kong and Macau during 2025.

MSIG Insurance (Hong Kong) said its claims settlement ratio rose for the fifth consecutive year in 2025, as the insurer paid $45.8m (HK$359m) in claims across Hong Kong and Macau.

According to its 2025 Claims Report, MSIG achieved a claims settlement ratio of 94.7% in 2025, up from 91.1% in 2020.

Employees' Compensation in Hong Kong recorded the highest settlement ratio at 99.87%, followed by Helper insurance at 97.57% and Travel insurance at 96.27%.

The insurer also reported an 11% year-on-year increase in customer compliments. It said all of its Google reviews in 2025 received five-star ratings.

CEO Philip Kent said the company continued to invest in new products and claims services to improve customer experience, particularly in travel insurance.

In April 2025, MSIG introduced two new travel services, including a door-to-door luggage repair service and overseas medical teleconsultation. 

Between April and December, the luggage repair service handled 135 requests, accounting for 16% of all luggage damage claims.