Part 4: Customer Service
Paper II — General Insurance · Part 4: Customer Service
Further reading: Customer Service study notes →
Which of the following best describes the importance of quality customer service to the business development of insurance intermediaries?
Why: Quality customer service runs throughout the entire insurance business process, including pre-sale consultation, insurance services, policy management and claims assistance. Good customer service builds long-term client relationships, increases customer loyalty, and generates new client referrals through word-of-mouth. In a competitive market, customer service is an important factor for differentiation.
Under Hong Kong insurance regulations, is it permitted for insurance intermediaries to provide 'Rebating of Commission' to clients?
Why: Under the regulations of the Insurance Authority (IA) of Hong Kong, offering commission rebates to clients is a regulatory breach for insurance intermediaries. Commission rebating refers to an intermediary returning part of their commission to the client as an inducement to purchase insurance. This practice is considered unfair competition and may harm the client's protection interests (clients may purchase unsuitable products in exchange for rebates).
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