Contact Us
| General Enquiries | Shigekazu Ueno | |
| Sydney | Chief Executive Officer | |
| Tel : 61 2 9225 7500 | Tel : 61 2 9225 7500 | |
| Melbourne | Scott Brownscombe | |
| Tel : 61 3 9621 1911 | Chief Financial Officer | |
| Tel : 61 2 9225 7519 | ||
| Underwriting Enquiries | ||
| Email : uwinfor@tokiomarine.com.au | Wooi Aun Leow | |
| National Underwriting Manager | ||
| Claim Enquiries | Tel : 61 2 9225 7508 | |
| General email : claimsinfor@tokiomarine.com.au
Insure That claims email: InsureThatClaims@tokiomarine.com.au Motor claims email: motorclaims@tokiomarine.com.au |
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| Lyn Mitchell | ||
| 24HR Claims Assistance | National Manager Marketing and Distribution | |
| Tel : 1800 229 272 | Tel : 61 2 9225 7555 | |
| Melissa Elliott | ||
| Travel Insurance (World2Cover) | National Claims & Loss Prevention Manager | |
| Tel : 61 2 9225 7534 | ||
| From Japan: | ||
| 0800-800-9117 (toll free) or if mobile access is restricted call 03 6228-5881 | Miho Nishikawa | |
| Overseas Travel Insurance Manager | ||
| All other countries: | Tel : 61 2 9225 7538 | |
| +61 2 8055 1683 (reverse charges from the overseas operator is available) | ||
| Masahiro Yoshida | ||
| Whilst overseas: | General Manager of Melbourne Office | |
| For all other enquiries call +61 2 9225 7599 (Monday to Friday, 9am – 5pm Sydney time). | Tel : 61 3 8621 1111 | |
| Within Australia: | ||
| For claims: +612 8055 1682 (toll free) or email us at travelclaims@world2cover.com.au | ||
| For service: +61 2 9225 7599. | ||
Sydney Head Office |
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Tokio Marine Management (Australasia) Pty LtdLevel 3 |
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Melbourne Office |
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Tokio Marine Management (Australasia) Pty LtdLevel 13 |
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New Zealand Office |
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Tokio Marine & Nichido Fire Insurance Co., Ltd.Level 27, PWC Tower Tel: 64 9 363 2898 |
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Dispute Resolution Process
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.
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 their insurance with us. To utilise our IDR Process, call us on (02) 9225 7500 and ask to speak to the Compliance Manager.
To access the General Insurance Code of Practice, please click on the below link:
(Click to download the General Insurance Code of Practice)
Further Assistance
We will do everything possible 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 Australian Financial Complaints Authority (“AFCA”), which is an independent external dispute resolution scheme. The AFCA scheme offers claimants an impartial alternative to litigation and insurers are bound by any determinations made by AFCA. Like our IDR process, the AFCA scheme is free to claimants.