We strive to be an efficient service provider - constantly inspiring confidence in our customers. We listen, understand and recommend products, which best serve your needs.
 

Easy to Reach

We are committed to being efficient and effective in handling complaints and enquiries. Our customers can easily contact us through these channels:

Customer Relationship Management (CRM) Department:
29th Floor, Menara Dion
No. 27, Jalan Sultan Ismail
50250 Kuala Lumpur
Tel: 03-2026 9808 or 03-2783 8383
Fax: 03-2026 9708
Email: enquiry@tokiomarine.com.my

Any of Our 20 Branch Offices
Monday to Friday: 8.30am - 5.30pm*
*excluding Kota Bharu and Kuala Terengganu

Our Kota Bharu and Kuala Terengganu Branch Offices
Sunday to Thursday: 8.30am - 5.30pm
Visit our branches

Our Toll Free Hotline
1 800 88 0812

Our Commitment to Enquiries and Complaints

We believe our customers are entitled to efficient, honest and fair treatment in their dealings with us, especially if something goes wrong.

We welcome your feedback to improve our services in order to resolve issues expediently. If we have not met your expectations, it is so important for us to understand why. And if we’ve exceeded your expectations, we will be all too pleased to know.

Complaints Handling: Our Service Delivery Standards
Our process for handling complaints is based on these principles:

Acceptance
We recognize that we may not have met your expectation and will accept all complaints.

Ownership
We take responsibility for resolving your complaint. If we ever need to pass it to someone else due to its nature or complexity, we will inform you.

Collection of Information
We will confirm all the details of your complaint and clarify if we are unsure.

Treatment
We ensure that your complaint is treated fairly.

Commitment
We will follow through on what we commit to.

Timeliness
We will strive to resolve your complaint immediately, or within 14 days. We will also inform within 14 days if your complaint may take more time to resolve.

Resolution
We aim to achieve a mutually acceptable resolution to all complaints.

Details of your Enquiries/Complaints
In order to resolve your complaint, it is important that when you contact us, provide as much of the following information as possible:

  • Your Account Information: name, policy number, claim number or account number
  • Your Contact Details: mobile phone number or other preferred method of contact  (house number, alternate mobile phone number, email, etc.)
  • Your Complaint Information: details of the complaint and any supporting evidence (once we receive this information, we will be able to investigate your complaint and work towards a resolution)

If you feel that your complaint has not been resolved fairly, please inform us accordingly and we will provide you with other options for dispute resolution.

Records of Complaints
All complaints 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 system for easy monitoring, tracking, retrieval and analysis.

 

Methods of Complaints Handling

Walk-In Enquiries/Complaints

  • Customers will be handled in a systematic manner and on a first-come first-served basis
  • Customers will be served within 30 minutes of their arrival at the customer service desk
  • Full details of the customer and enquiry/complaint will be recorded by customer care staff
  • Enquiries/complaints that do not require follow-up will be resolved in one visit
  • Enquiries/complaints that requires follow-up, we will brief you on the next steps to be taken by the company’s representative
  • If additional time is required to resolve a complaint, we will inform you  within 14 days

Phone Enquiries/Complaints

  • Calls to our CRM Call Center will be responded to as soon as possible, with calls placed in queue on a first-call-first-served basis
  • Enquiries/complaints that do not require follow-up will be resolved during the first call
  • Enquiries that requires follow-up will be resolved within 14 days
  • Complaints that require follow-up will be lodged and acknowledged by the company’s Complaints Unit on the same day as they are lodged by the customer. The Complaints Unit will respond to the customer’s complaint within 14 days of receipt of the complaint
  • If additional time is required to resolve a complaint, we will inform you  within 14 days

Written Enquiries/Complaints

  • Enquiries by e-mail will be acknowledged  to within 3 working days
  • Enquiries via letter or fax will be acknowledged to within 3 working days
  • Enquiries will be resolved within 14 days
  • Complaints via e-mail or fax will be lodged with the Complaints Unit.
  • If additional time is required to resolve a complaint, we will inform you within 14 days

Delivering on our promise through our claims process

We endeavor to settle justified claims promptly through standardized procedures in claims  administration. Our claims process is dependent on the satisfactory production of documents and other necessary requirements by the claimant.

The claims procedures for insurance purchased by Individuals (for example: Personal Accident, Medical, Houseowner and Householder, Motor and others) are provided on our website.

See our Claim Guidelines.
Claims Center

You can expect a response from us within 10 working days upon submission of the complete requirements for your claim.

Once you have made your submission, you can expect to receive a response from us within 14 days with regards to the status of your claim. Major and complex claims will take a longer period to finalize due to its documentation, review, complexity and detailed investigation requirements.

If you are not satisfied with our claims decision, you may submit your appeal in writing to our Complaints Unit / Customer Relationship Management (CRM) Department.
Get in Touch

 

Anti-Fraud Statement

Tokio Marine Insurans (Malaysia) Berhad (TMIM) is committed to fraud control, with an emphasis on proactive prevention. We have put a number of detection measures in place, to reduce possibilities that could lead to fraud.

Our approach to fraud control is focused on maintaining a legal and ethical climate that encourages all stakeholders to protect the Company’s assets and raise any suspicion of fraud. We believe in zero tolerance to fraud. Thus, when a fraud is detected, suspected or alleged, we commit to a full investigation. We work closely with the relevant authorities to ensure that justice is served, while implementing measures to recover as well as to minimize losses.

Personal Information

Tokio Marine Insurans (Malaysia) Berhad has a Privacy Policy in place to ensure the safety and security of clients’ information.
Privacy Policy

The Privacy Policy ensures strong security measures, responsible privacy standards, and safe operations of our delivery channel for data transmission between the Insured and the Insurer. It also provides strict guidelines on the usage of clients’ information by employees.

Policy Servicing
We reserve the right to accept or reject an application to purchase our products. We will inform the applicant of the rejection and will also state the grounds for rejecting the application within 14 working days of receiving the application.

Ready to talk more?

Feel free to get in touch with us