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MSIG Hong Kong’s 2024 Claims Report announces multi-year growth in its claims settlement ratio and highlights award-winning claims processing innovation
94.5% claims settlement ratio was achieved amidst a difficult business environment
First year that two categories – Employees’ Compensation Hong Kong and Marine – saw settlement ratios of 100%
Digital claims project Zero Touch wins “Claims Initiative of the Year” award
HONG KONG SAR – Media OutReach Newswire – 16 July 2025 – MSIG Insurance (Hong Kong) Limited (“MSIG”) today published its sixth annual MSIG Claims Report which presents the total claims honoured in Hong Kong and Macau during the year as well as the insurer’s latest initiatives. In 2024, MSIG’s claims settlement ratio reached 94.5% – rising for the third consecutive year, up from 92.4% in 2021.
The insurer honoured claims totalling HK$347,983,977 in Hong Kong and Macau, while receiving just 9 complaints throughout the year (down from 13 in 2023 and 50 in 2020). 2024 was also the first year that two categories – Employees’ Compensation Hong Kong and Marine – achieved 100% settlement ratios, a significant milestone that reinforces why the insurer has grown as a trusted partner. Helper (99.17%) and Personal Accident (96.85%) followed as the next highest categories.
In 2024, MSIG put even more emphasis on quick response and rapid claims processing. This led to significant compliments from customers and wide-ranging examples of how the insurer responds to incidents with fast, intuitive processes that help those affected to move forward.
Philip Kent, Chief Executive Officer of MSIG Hong Kong, said: “Every year brings new challenges, and 2024 was no different. Our teams have worked exceptionally hard to ensure that our service to customers remains at the fore, because we know that every claim is personal. By making the claims process faster and easier, we aim to help each of our customers move forward with assurance that they will receive the financial compensation they are owed. Innovation is at the heart of this, and our teams should be proud of the industry recognition they have received for their efforts. I have every confidence that we will continue to go from strength to strength in providing sincere customer service backed by leading digital capabilities – all part of our commitment to supporting our customers at every phase of their lives.”
MSIG’s focus on claims excellence has led to notable industry recognition in 2024, including:
- Second consecutive year as a Top 3 Finalist in the category of “Outstanding Claims Management Award – General Insurance” – Hong Kong Insurance Awards 2024
- Winner of “Claims Initiative of the Year” – InsuranceAsia News Awards for Excellence 2024
Setting the service standard in digital claims
Following the launch of Zero Touch, a digital solution for claims assessment that streamlines verification of customers’ claims history, policy validity and claims payment amounts, in the second half of 2023, the project has reported exceptional gains in efficiency. For Helper Insurance claims specifically:
- Claims processing times have been reduced from 3-5 days to as little as 15 minutes for eligible clinical and dental claims.
- Almost 75% of Helper claims are now automated, saving claims specialists some 200+ working days annually.
- Simple claims do not require manual intervention anymore, increasing the focus on value-added services.
Building on this success, MSIG intends to further extend Zero Touch to cover its medical products in the future.
Innovating for the future
In 2024 and early 2025, MSIG introduced a suite of new services to support customers at every step:
- MSIG Easy Lounge Service: Complimentary airport lounge access for travel insurance customers experiencing delays over 60 minutes, available at 1,600+ airports worldwide.
- Claims Status Enquiry Page: 24/7 online claims tracking for peace of mind.
- Day Case Endoscopy Programme: Cashless, convenient endoscopy arrangements for medical insurance customers.
- Door-to-door Luggage Repair Service: Free pickup and delivery for travel-damaged luggage.
- Overseas Medical Teleconsultation: Free telemedicine services for travel insurance customers travelling in Japan, Singapore, Thailand, Vietnam, and the Philippines.
Also reflecting MSIG’s overarching emphasis on extraordinary customer service and claims management was its inaugural “Serving with Heart, Putting You above All” branding campaign. Featuring videos of common insurance scenarios, the insurer partnered with Key Opinion Leaders to convey how a simple, intuitive claims experience can result in needed assurance during unexpected incidents.
Hashtag: #MSIGHongKong
The issuer is solely responsible for the content of this announcement.
About MSIG Insurance (Hong Kong) Limited (“MSIG Hong Kong”)
MSIG Hong Kong is a wholly owned subsidiary of Mitsui Sumitomo Insurance Co Ltd and a member of the MS&AD Insurance Group, Asia’s leading general insurance brand with presence in 50 countries and regions globally. The Group is amongst the world’s top 10 insurance groups based on gross revenue and one of Japan’s leading insurers with A+ Stable credit rating. With over 40,000 employees world-wide, MSIG is represented in all ASEAN markets as well as in Australia, New Zealand, Hong Kong, Mainland China, Korea, India and Taiwan.
MSIG Hong Kong offers a wide range of solutions and services through an extensive distribution network including agents, brokers, and bancassurance alliances with leading banks. It has been providing general insurance solutions to customers in Hong Kong for more than 170 years, dating as far back as 1855.
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Etiqa’s Project Firefly Reinforces Mangrove Ecosystem in Sungai Panjang in Collaboration with Malaysian Nature Society
Through Etiqa’s Project Firefly, Etiqa is taking proactive steps to preserve and sustain the ecosystem by planting 130 Sonneratia Caseolaris or locally known as Berembang saplings and 200 Sonneratia Caseolaris seeds, undertaking habitat restoration works, and mobilising 50 Etiqa volunteers for a community-driven initiative along Sungai Panjang, covering a total stretch of 10 kilometres. In addition, an awareness session was conducted by Universiti Kebangsaan Malaysia’s Faculty of Science which aimed to educate participants on the ecological importance of fireflies and the need for long-term conservation.
Fireflies play an important role as indicators of mangrove ecosystem health, which in turn supports environmental balance and benefits surrounding communities. However, across Malaysia, firefly populations are declining due to rapid habitat loss caused by river pollution, deforestation, and increasing light pollution along mangrove-lined rivers. These threats not only endanger native species but also affect the livelihoods of local fishermen and villagers who rely on healthy river ecosystems and firefly-based eco-tourism. Protecting congregating firefly zones through the preservation of adequate vegetation buffers along riverbanks is therefore critical to ensuring the long-term survival of these species and the sustainability of local livelihoods.
Fukhairudin Mohd Yusof, CEO of Etiqa General Insurance Berhad (EGIB) said, “We initiated Etiqa’s Project Firefly as conserving native firefly species is deeply connected to the well-being of the communities that co-exist around them. By conserving firefly habitats, we are not only protecting an irreplaceable part of Malaysia’s biodiversity but also helping sustain the eco-tourism and river-based livelihoods of Sungai Panjang residents. This reflects Etiqa’s purpose in Making the World a Better Place that includes meaningful environmental action which strengthens both nature and society, creating long-term value for future generations.”
Mr. I.S Shanmugaraj, Executive Director of Malaysia Nature Society says, “Fireflies are natural indicators of a healthy mangrove ecosystem, and their presence reflects the overall condition of our rivers and surrounding environments. We commend Etiqa for taking proactive steps through Etiqa’s Project Firefly to address the growing threats of habitat degradation along fireflies corridor. Meaningful conservation requires collective action, and we hope this initiative will inspire more companies to collaborate with environmental organisations and local communities to protect biodiversity while supporting sustainable livelihoods for the long term.”Hashtag: #Etiqamy
The issuer is solely responsible for the content of this announcement.
About Etiqa
Etiqa is a multi-channel distributor of Insurance and Takaful products via its 10,000 agency force, 44 branches and 17 offices, over 490 bancassurance network (via Maybank branches, third-party banks, as well as co-operatives and brokers) through its presence in Malaysia, Singapore, the Philippines, Indonesia and Cambodia.
In striving to make the world a better place, Etiqa’s Sustainability journey focuses on internal initiatives that reduces its carbon footprint and increases its social impact, as well as external solutions that allow its clients to do the same.
Media OutReach
PolyU research teams and startups shine at CES 2026, winning three prestigious innovation awards
Prof. Christopher CHAO, PolyU Senior Vice President (Research and Innovation), remarked, “PolyU is committed to nurturing innovative research talent with both national and international outlooks. We empower our teams by leading them to major international innovation events and fostering close collaboration among industry, academia, research and investment sectors on a global level, creating opportunities for the overseas expansion of PolyU startups. PolyU was the sole university from Hong Kong to exhibit at the event, with its participating teams making up 30% of the Hong Kong delegation, contributing to Hong Kong’s advancement into an international innovation and technology hub. Our record-breaking performance at this year’s CES affirms international recognition of PolyU research and innovation, propelling our teams to continue striving along the path of innovation and technology to create even more profound social impact.”

Leveraging its robust research strengths and its unique startup ecosystem, PolyVentures, the University actively supports its research teams and startups in developing innovative technologies, bringing Hong Kong research achievements to the global stage. The Smart Firefighting Robot, developed by Mr WANG Meng, a PhD candidate of the Department of Building Environment and Energy Engineering as well as Founder of PolyU startup Widemount Dynamics Tech Limited, along with his team, achieved the highest score in the “Products in Support of Human Security for All” category and earned the prestigious “Best of Innovation Award”. The Powered Rehab Skateboard, developed by Prof. Kenneth FONG, Associate Dean of the Graduate School and Associate Head of the Department of Rehabilitation Sciences, received an “Innovation Award” in the “Accessibility and Longevity” category. The FattaLab® Fatty Liver Diagnostic Device, developed by a team spearheaded by Prof. ZHENG Yongping, Henry G. Leong Professor in Biomedical Engineering, Chair Professor of Biomedical Engineering, and Founder and Chief Scientist of PolyU startup Eieling Technology Limited, also won an “Innovation Award” in the “Digital Health” category.
The three award-winning innovations aim to enhance human security or health through cutting-edge technologies. The AI-driven Smart Firefighting Robot features autonomous patrol, burning materials classification, fire extinguishing and real-time data sharing functions in smoke-filled environments, protecting firefighters and the public simultaneously. The Powered Rehab Skateboard is a portable and cost-effective robotic system that supports home-based and community rehabilitation for stroke patients. The skateboard facilitates motor recovery in hemiparetic upper limbs and allows users to engage in effective therapy. The FattaLab® Fatty Liver Diagnostic Device is the world’s first lightweight intelligent assessment system for fatty liver detection. Weighs only 120 grams, the device can complete fatty liver assessment within 30 seconds, achieving detection accuracy at medical-grade standards.
Organised by the Consumer Technology Association, CES is one of the world’s largest and most influential consumer electronics exhibitions, spotlighting cutting-edge technologies for modern living. This year, CES attracted over 4,500 exhibitors from around the globe. The PolyU startups participating in the exhibition were as follows:
| PolyU Startups | Featured Innovations | Company Representatives |
| AniMed Technology Limited | Contactless real-time AI-driven health monitoring | Dr LYU Weimin Co-founder and CEO, AniMed Technology Limited |
| CyanSE Smart Energy Tech Limited | AI-powered energy optimisation platforms for smart buildings | Ms Amber ZHANG Co-founder, CyanSE Smart Energy Tech Limited |
| DRESIO Limited | AI-powered physiotherapy assessments software solution | Mr Alexander YING CEO, DRESIO Limited |
| Eieling Technology Limited | FattaLab® Fatty Liver Diagnostic Device (CES 2026 Innovation Award) |
Prof. ZHENG Yongping Henry G. Leong Professor in Biomedical Engineering, Chair Professor of Biomedical Engineering, PolyU; Founder and Chief Scientist, Eieling Technology Limited |
| Entoptica Limited | Cutting-edge ophthalmic diagnostic technologies | Dr Mukhit KULMAGANBETOV Senior Research Fellow, InnoHK Centre for Eye and Vision Research; CEO, Entoptica Limited |
| Feelings Group Limited | AI-powered computer vision solution | Dr WONG Wing-sze Research Assistant Professor, Department of Language Science and Technology, PolyU; Clinical Consultant and Co-inventor, Feelings Group Limited Ms YIP Chi-hay |
| Gembody Limited | Next-generation portable AI ultrasound system | Ms MAO Qian CEO, Gembody Limited Dr YANG Fan CTO, Gembody Limited |
| ImageVector MedTech Limited | AI-Vision for Joint Degeneration
|
Dr JIANG Tianshu
Executive Director, ImageVector MedTech Limited |
| Immune Materials Limited | Innovative long-lasting antimicrobial self-disinfection materials | Prof. Chris LO Kwan-yu Professor, Department of Logistics and Maritime Studies, PolyU; Co-founder, Immune Materials Limited Prof. KAN Chi-wai |
| Innobound Limited | Portable smart terminal for emotional interaction, health monitoring and daily living assistance | Ms GAO Lan CEO and Founder, Innobound Limited |
| MedVision Limited | AI-powered medical imaging solution | Prof. CAI Jing Head and Professor, Department of Health Technology and Informatics, PolyU; Consultant, MedVision Limited Dr MA Zongrui |
| Mirror Caring Limited | Knee health management solution | Prof. Stephen WANG Jia Professor, School of Design, PolyU; Founder, Mirror Caring Limited |
| Nuvatech Limited | Next-Gen Fashion OS powered by Multi-modal AI | Mr DENG Yanheng Founder, Nuvatech Limited |
| On-Skin Wearable Technology Limited | Wearable Biomedical Electronic Device | Dr Rayman GONG Founder and CEO, On-Skin Wearable Technology Limited |
| ReSaTech Limited | AI solutions for product reliability | Mr Ricky LAW CEO, ReSaTech Limited |
| UbiquiTech Innovations Limited | Edge-AI robot for autonomous inspection and cleaning in confined spaces | Prof. CAO Jiannong Vice President (Education), Otto Poon Charitable Foundation Professor in Data Science, Chair Professor of Distributed and Mobile Computing, PolyU; Founder and Chief Scientist, UbiquiTech Innovations Limited Dr LIANG Zhixuan |
| Vcare Vision Technology Limited | Non-invasive myopia prevention solution | Dr TANG Yuk-ming Senior Lecturer, Department of Industrial and Systems Engineering, PolyU; Co-founder, Vcare Vision Technology Limited |
| Widemount Dynamics Tech Limited | Smart Firefighting Robot
(CES 2026 Best of Innovation Award) |
Mr WANG Meng PhD candidate, Building Environment and Energy Engineering, PolyU; Founder, Widemount Dynamics Tech Limited |
| XOXO Beverages Limited | Automated Cocktail Machine for improvements event and hospitality efficiency | Mr Nicholas YU Wo-ping Founder, XOXO Beverages Limited |
Hashtag: #PolyU
The issuer is solely responsible for the content of this announcement.
Media OutReach
Starlight Centre Launches New Program For Students with Autism Entering Mainstream Primary Schools.
Peer Modeling
Starlight Centre has provided specialised care services for children with high-functioning autism from primary 1 to 6 and have supported many students who are now ready to demonstrate positive behaviours from the programmes. Through peer modelling, younger students can observe and learn from their more experienced peers, helping them understand the acceptable boundaries of good behaviour.
RISE™
The Starlight RISE™ Primary School Readiness Program effectively prepares young children for formal education by developing their physical, social, emotional, and cognitive skills through engaging, play-based activities.
By actively involving parents in the process through comprehensive evaluations and strong partnerships, Starlight Centre aims to make parents feel valued and confident that their child’s development is being supported holistically, beyond just basic skills.
Hashtag: #AutismEducation #SpecialNeedsEducation #EarlyChildhoodEducation #ParentingSupport #StarlightCentre
The issuer is solely responsible for the content of this announcement.
About Starlight Centre
Starlight was founded by a group of parents and seasoned autism professionals who have experienced first-hand the challenges of finding the most effective therapy programs, preschools, and after-school care services. We understand what you’re going through and are here to help. No matter your child’s needs, come to us, and we will connect you with the right resources.
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