Complaints and Disputes Resolution
We strive to do things the right way and to keep our customers happy. However, sometimes differences do arise. When this happens, our aim is to resolve these differences as amicably and as quickly as possible. If you're unhappy with our products, services or the way we've handled something, please let us know. We'll do our best to fix the problem and improve our services.
If you are not happy with our services, products or business conduct and have a complaint about the products or services provided by us, you may lodge a complaint in writing to us, with full details of the subject of the complaint, relevant documentary materials which may support your complaint, your full name and how we may contact you (i.e. full address, telephone number, Email address).
Information in relation to a complaint shall be treated as strictly confidential.
Upon receipt of your complaint, we shall send a written acknowledgement to you, advising the name and full contact details of the person who shall be handling your complaint and when you may expect a final response.
Within (30) thirty days from the date of receipt of the complaint, we shall send you either a final response or a response which explains why we are not in a position to provide a final response or gives reasons for the delay and indicates when we expect to be able to provide a final response.
The acknowledgement and the final response may be combined, if we are able to provide a final response within a short period of time.
Your complaint should be addressed to The Tokio Marine and Fire Insurance Co. (HK) Ltd. to the attention of the Complaints Officer. Our contact details are as follows:
The Tokio Marine and Fire Insurance Co. (HK) Ltd.
The Company participates in the following external dispute resolution mechanisms:
If you are not satisfied with the way in which we have addressed your complaint, the IA is the statutory body that regulates the conduct of insurance companies and intermediaries can provide additional avenues.
The contact details of IA are:
Insurance Authority - North Point Office
If you are not satisfied with the way in which we handle your complaint the ICB provides a cost-effective and efficient alternative dispute resolution mechanism to help resolve ALL insurance disputes arising from personal insurance policies. Claim-related complaints are handled by way of adjudication under the Insurance Claims Complaints Panel not exceeding HK$1,500,000 while non-claim related complaints are handled by way of mediation provided by the ICB List of Mediators. All services are provided free to consumers.
The contact details of ICB are: