Financial Services Guide
The FSG explains Our Dispute Resolution Procedures.
If We provide You with general advice or issue an insurance policy to You, We will also provide You with a Product Disclosure Statement (PDS) relating to that insurance policy. The PDS sets out the significant features of the insurance policy and will assist You to compare and make informed choices about the product.
General Advice Warning
We will give You factual information or general advice about Our products to help You decide whether to buy an insurance policy from Us. If We make a general recommendation or give an opinion about Our insurance products, it will not be based on the consideration of Your individual objectives, financial situation or needs.
You should read the PDS and policy wording We give You carefully before You make a decision about whether or not Our insurance policy is suitable for Your needs.
We do not provide personal or financial advice. If You require such advice, please contact Us for further information.
About Your Financial Services Provider
Tokio Marine & Nichido Fire Insurance Co., Ltd. (TMNFA) (ABN 80 000 438 291) (AFSL 246548) is the insurer and holder of an Australian Financial Services Licence and is authorised by the Australian Prudential Regulation Authority (APRA) to conduct insurance business in Australia.
Tokio Marine Management (Australasia) Pty Ltd. (TMMA) is a wholly owned subsidiary of Tokio Marine & Nichido Fire Insurance Co., Ltd. (TMNFA) and is TMNFA’s Managing Agent in Australia.
TMMA has the authority to act for TMNFA to issue this policy and handle/settle claims for TMNFA, subject to the terms of the authority.
The information in this FSG is about the authorised financial services provided by Us or by the salaried employees of TMMA. References in this FSG to ‘We’, ‘Us’ or ‘Our’ are references to TMNFA and/or the salaried employees of TMMA.
Authorised Financial Services
We are authorised to:
a) Provide financial product advice for general insurance products; and b) Deal in a financial product by issuing, applying for, acquiring, varying or disposing of a general insurance product to wholesale and retail clients.
Who We Represent
When We provide You with authorised financial services, We will do so as the Product Issuer. This means that when We issue insurance policies or give financial product advice about TMNFA’s insurance policies, We will be acting on behalf of TMNFA and not on Your behalf.
How Are We Paid?
We will charge You a premium for any policy issued by Us as described in the PDS. TMMA receives a management fee for administering the insurances of TMNFA consisting of the reimbursement of total costs incurred plus 3%.
We will, in some cases, pay a fee or commission to persons who refer You to Us. This is a percentage of the base premium as determined in negotiations with the referee.
Remuneration Of Our Staff
All employees of TMNFA and TMMA who provide a service do not receive specific payments or commissions for the giving of that service.
Our employees are paid an annual salary, which can be based on performance against sales targets and/or include an annual bonus payment based on a number of factors, including sales targets and other performance criteria.
Complaint & Dispute Resolution Procedure
If You Have A Complaint
The issue of customer satisfaction is of significant importance to Us. We recognise that from time to time customers may be dissatisfied with Our products or services. For this reason, We are committed to providing an efficient and fair dispute resolution process.
We offer an Internal Dispute Resolution (IDR) process in the event that a customer is not satisfied with the outcome or any aspect of Our products or services, whether that is Your Policy, or a Claim.
To start the process, just call Us or send a letter to the National Underwriting Manager or the National Claims Manager.
Why is it Important to Contact Us?
We appreciate feedback on any matter that will enable Us to identify areas of concern, or that would benefit from improvement. We encourage You to contact Us. All matters will be treated in strict confidence.
What is a Dispute?
A dispute is when there has been an expression of dissatisfaction in a product or service provided by Us or by Our Service Providers that has not been resolved after initial contact, and there has been a request that the complaint be remedied by Us.
Who Should Use the IDR Process?
If You are a customer,
a) and feel We have not treated You fairly; or
b) You are unhappy with Your policy terms or conditions, or with a claim;
c) if You have a complaint about the safeguarding of Your personal information;
You should contact Us immediately to enable Us to work towards a mutually agreed solution.
How Does the IDR Process Work?
If You are dissatisfied with a decision made by Us on any of Our products and services and have been unable to reach an agreement, You will be given the opportunity to contact the Department Manager (Underwriting or Claims).
We will endeavour to resolve the matter in a fair manner.
If that is not possible, We will contact You within one business day advising You what We have done or will be doing to resolve Your complaint.
In the event that You are still not entirely satisfied, and We cannot agree, We will treat Your complaint as a dispute and Your information and the details of Your complaint will be referred to the Compliance Manager, who has the appropriate experience, knowledge and authority to deal with the dispute and make a decision.
If Your Problem is Not Resolved?
If, despite Our best efforts, this does not resolve the problem to Your satisfaction, You may contact the Financial Ombudsman Service Limited (FOS) if your complaint was lodged before 1 November 2018 or the Australian Financial Complaints Authority (AFCA) if your complaint was lodged on or after 1 November 2018.
Access to the FOS or AFCA is free to You.
Financial Ombudsman Service
Phone: 1800 367 287 (free call)
Mail: Financial Ombudsman Service Australia
GPO Box 3, Melbourne VIC 3001
Australian Financial Complaints Authority
Phone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority
GPO Box 3, Melbourne VIC 3001
Safeguarding Your Privacy
Your privacy is important to Us. Generally, We collect information about You to ensure that We provide the products and services most appropriate to Your needs.
We keep records of Your personal information and Our recommendations to You. If You wish to access Your personal information, please contact Us.
You can contact Us by:
- Calling Us on: 02 9225 7500 or
- Writing to Us at: GPO Box 4616 Sydney NSW 2001