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Dispute Resolution Process
We strive to do things the right way and keep our customers happy. However, sometimes differences do occur. When this happens, our aim is to resolve them as amicably and as quickly as possible.
Tokio Marine & Nichido Fire Insurance Co., Ltd is a signatory to and participates in, the General Insurance Code of Practice. This means that we offer an Internal Dispute Resolution Process (IDR) in the event that a customer is not satisfied with the outcome or any aspect of the handling of an insurance claim. To utilise our IDR Process you just have to call us and ask to speak to the National Claims & Loss Prevention Manager.
To access the General Insurance Code of Practice please click on the below link.
(Click to download the
General Insurance Code of Practice
We will do everything to reach a resolution within the terms of the policy. If, however, you are not satisfied with our decision, you may choose to refer the matter to the Insurance Industry's independent external dispute resolution body, Financial Ombudsman Service Limited ("FOS"). The FOS Scheme offers claimants the facility of an impartial alternative to litigation. Insurers are bound by any determinations made by the FOS. Like our IDR process, the FOS Scheme is free to claimants.
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