Tokio Marine Life Insurance Malaysia Bhd. is highly committed in providing a safe, secure, reliable, accurate and transparent environment to our customers’ as well as prompt response on services rendered to the best of our ability.

Contact Us

With more than 60 years of providing trusted services to Malaysians, Tokio Marine Life continues to grow from a tradition of trust. Our experience puts us in good stead in truly understanding and meeting your needs.

We, at Tokio Marine Life, are committed to providing total quality customer service. Our people will be pleased to assist you with any enquiries and complaints.

We are truly there for you throughout the nation, thanks to our extensive network of branch offices located in all major towns and cities, in Peninsular and East Malaysia - 16 branches nationwide - Positioned at your convenience. Our branches address information can be found at:

Tokio Marine Life's Branch Offices

Visit our branches

If you require any assistance or clarification pertaining to your policy, kindly refer to any of our branches nearest to your vicinity. Alternately, you may call or write to us at:

Customer Service / Complaint Unit
Tokio Marine Life Insurance Malaysia Bhd.
Ground Floor, Menara Tokio Marine Life
189, Jalan Tun Razak
50400 Kuala Lumpur
Malaysia
Tel: 603 - 2059 6188
Fax: 603 - 2162 8068
E-mail: customercare@tokiomarinelife.com.my

Our Commitment To Enquiries And Complaints

We believe that you are entitled to efficient, honest and fair treatment in your dealings with us.

Feedback is essential to us. Thus, we want to know if we can improve our service and welcome your feedback as we genuinely want to resolve any problem you may have. If we have not met your expectations, please let us know. If we have exceeded your expectations, we would be glad to hear them too.

Our complaints and enquiries handling process is based on the following principles:

Acceptance
We view your feedback / complaints positively as a tool for service improvement and we recognize that we may not have met your expectations and will accept all complaints.

Ownership
We take ownership and are responsible for resolving your complaints within our jurisdiction.

Timeliness
We will strive to resolve your complaint / enquiries within the stipulated time and will keep you informed of our progress for cases requires further investigation.

Resolution
We will strive to ensure that your complaints are treated fairly and aim to achieve a mutually acceptable resolution.
 

How You Can Help Us With Your Enquiries/Complaints
In order to resolve your complaint, it is important that you give us as much information as possible. When you contact us, please provide as much of the following information as you can:

  • Policy Information - Name of Policyholder and Policy Number.
  • Contact Details - your mobile phone number or other preferred method of contact (house number, alternate mobile phone number, email, etc). If you wish to be called only during certain hours, please let us know.
  • Complaint Information - what your complaint is about, what happened, when did it happened and who were involved. If you have evidence to support your complaint, please provide us as well.

You may write, fax or email your complaint to us. Alternatively, you may drop by to any of our 15 branches to lodge a complaint for the matter.

Once we receive your complaint with sufficient information, we will be able to investigate and work towards a resolution.

If you feel that your complaint has not been resolved fairly, please inform us and you will be advised on the alternative dispute resolution avenue by our company.

Recording of Complaints
All complaints received are recorded in a register and a reference number is allocated to each complaint. A complaint file is opened for documentation of records and work done on each case. In addition, the status and progress of each complaint is kept in the complaint register for easy monitoring, tracking, retrieval and analysis.
 

Respond Time To Enquiries

We strive to provide timely responses to all interactions with us.

  1. Walk-in Customers
    • Customer will be served within 15-20 minutes
  2. Telephone Enquiries
    • Attempt for first contact resolution
    • Resolution / progress update within 3 working days for complex enquiry
  3. Enquiries Via Letter And Fax
    • Respond to enquiries via letter and fax will be within 6 working days from the date of receipt for non complex enquiry
    • Customers will be updated regularly if enquiries are complex requiring in depth investigation
  4. Enquiries Via E-mail
    • An automated response to acknowledge receipt will be sent to the sender upon receipt of the email
    • Email responses would be given within 3 working days from the date of receipt for non-complex enquiries
    • Customers will be updated regularly if enquiries are complex requiring in depth investigation
       

Respond Time To Complaints

  • Attempt for first contact resolution where possible.
  • Non complex case – resolution within 14 working days from the date of complaint.
  • Complaint which is more complex and further extension may be required, complainant will be updated accordingly. A decision will be conveyed not later than 30 working days from the date of complaint.
  • Complex complaint requires further information from complainant / third party, complainant will be updated on the progress and investigation will be completed not later than 14 days from the date full information is obtained.
     

Delivering Our Promises Through Our Claims Process

Tokio Marine Life Insurance is committed in ensuring prompt legitimate claims settlement through standardized procedures in claims administration. To facilitate your claims, it is important to ensure complete submission of claims documentation.

Upon submission of the claims documentation, you can expect to hear from us within 12 working days. The claims procedure is as follows:-

  • Claims Registration upon complete documentation (stamp date received)
  • Claims assessment will be done in 8 working days
  1. For standard case, customers will be updated on the progress in 8 working days
  2. For complex case, customers will be updated on the progress in 8 working days
     

Should you need further clarification on the claims decision, please write to us and attention to:

Claims Department
Tokio Marine Life Insurance Malaysia Bhd.
Ground Floor, Menara Tokio Marine Life
189, Jalan Tun Razak
50400 Kuala Lumpur
Malaysia
Tel: 603 - 2059 6188
Fax: 603 - 2162 8068
E-mail: customercare@tokiomarinelife.com.my

Anti Fraud Statement

Tokio Marine Life Insurance Malaysia Bhd. is committed to fraud control with an emphasis on proactive prevention, putting in place detection measures in our effort to reduce possibilities which could lead to fraud and, the risks and consequences related to fraud. Our approach to fraud control centres on maintaining a legal and ethical climate which encourages all stakeholders to protect the Company’s assets and raise any suspicion of fraud. We believe in zero tolerance of fraud. Thus, when a fraud is detected, suspected or alleged, we are committed to fully investigate the matter. We will work closely with the relevant authorities to ensure that justice is served and implement measures to recover as well as to minimize losses.
 

Key Points To Remember For Your Policy

We live in a world of information overload. And when it comes to our finances and our future, there are so many options and considerations that it can be difficult to know where to make the trusted connection.

Our journey with you continues throughout your lifetime and for your future generations. Our relationship with you is built on a platform of mutual trust and respect. To strengthen that trust, we have included some items which could help you in making the right decision pertaining to your policy.

  1. 15- Day Cooling Off Period
    • The 15-Day Cooling Off Period starts from the date you first received your new policy document
    • If you are not satisfied with your policy, you may return the policy for cancellation within 15 days upon receipt of the policy document. Please inform us by writing, on your decision and return the policy document back to us
    • The full premium less any medical expenses incurred in issuing this policy will be refunded if cancellation is made during the cooling off period.
  2. Your Personal Information
    We are committed to ensure the safety and security of our customer’s personal information in our operations. As such, we have in place strong security measures to prevent unauthorized access, which could result in alteration, destruction or theft of data or compromise the confidentiality of our customer’s data. In doing so, we will ensure compliance by our staff with the strictest standards of security and confidentiality
    • Your personal information will only be used by Tokio Marine Life Insurance Malaysia Bhd. authorized personnel in the course of processing and administering your insurance policy
    • Your data will never be shared with another party that is not authorized by Tokio Marine Life Insurance Malaysia Bhd. to process or administer your policy
  3. Comprehensiveness and Transparency in Product Information
    We will use our reasonable endeavors to ensure that any disclosure of our products and services offered by us is fair, accurate and comprehensive. We are also committed at all times, to portray our products and services to be clear, easily understood and not misleading to our customers understanding. 
  4. Disclaimer
    We reserve the right to accept or reject an application to purchase our product. We will inform the applicant of the rejection and will also state the grounds for rejecting the application within 14 days from the date of complete documents received. 

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