Complaint Process

How to file a complaint

1.1 Write in to Complaint Handling Unit

Tokio Marine Life Insurance Malaysia Bhd

Ground Floor, Menara Tokio Marine Life,

No. 189, Jalan Tun Razak, 50400 Kuala Lumpur

1.2 Email to us at CHU@tokiomarinelife.com.my

1.3 Contact us via phone at 03-2179 7046

1.4 You may also walk-in to our nearest branch to submit your feedback or complaint.

Complaint Handling Procedure

At Tokio Marine Life Insurance Malaysia Bhd., we are committed to addressing your concerns in a timely, fair, and transparent manner.

2.1 Complaint Handling Turnaround Time (TAT)

After submitting your complaint, you will receive an acknowledgment of your submission within 1 working day of receipt. If you do not receive a response within the stipulated timeframe, we encourage you to follow up using the same communication channel. Taking these steps ensures that your concerns are effectively communicated, allowing us to work with you toward a timely resolution.

Tokio Marine Life Insurance Malaysia Bhd. will investigate your complaint and provide a decision within 5 to 60 working days, depending on the complexity and category of the case.

2.2 Escalation of Complaints

If you are not satisfied with the outcome of your complaint, you may kindly escalate the matter to Bank Negara Malaysia (BNM), or Financial Markets Ombudsman Service (FMOS) (formerly known as Ombudsman for Financial Services).