Contact Us
General Enquiries | ||
Sydney | ||
Tel : 61 2 9225 7500 World2Cover: 61 2 9225 7599 |
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Melbourne | ||
Tel : 61 3 9621 1911
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Corporate Affairs
communications@tokiomarine.com.au |
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Underwriting Enquiries |
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Email : uwinfor@tokiomarine.com.au | ||
Claim Enquiries | ||
General email : claimsinfor@tokiomarine.com.au
Motor claims email: motorclaims@tokiomarine.com.au |
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Travel Insurance | ||
World2Cover: travelclaims@world2cover.com.au
RACV: racvclaims@tmnfatravelinsurance.com.au RAA: raaclaims@tmnfatravelinsurance.com.au RACQ: racqclaims@tmnfatravelinsurance.com.au RAC: racclaims@tmnfatravelinsurance.com.au AANT: aantclaims@tmnfatravelinsurance.com.au RACT: ractclaims@tmnfatravelinsurance.com.au RACT: ract.tmnfatravelinsurance.com.au |
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24HR Claims Assistance | ||
Tel : 1800 229 272 | ||
24 Hour Travel Insurance Emergency Assistance | ||
World2Cover
From Japan: |
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0800-800-9117 (toll free) or if mobile access is restricted call 03 6228-5881 | ||
All other countries: | ||
+61 2 8055 1683 | ||
RACV: +61 2 8055 1699
RAA: +61 2 8099 1698 RACQ: +61 2 8099 1696 RAC: +61 2 8099 1697 AANT: +61 2 8099 1625 RACT: +61 2 8099 1627 |
Sydney Head Office |
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Tokio Marine Management (Australasia) Pty Ltd
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Melbourne Office |
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Tokio Marine Management (Australasia) Pty LtdLevel 20, 114 William Street |
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Perth Office |
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Tokio Marine Management (Australasia) Pty. Ltd.Level 3, 190 St Georges Terrace |
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New Zealand Office |
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Tokio Marine & Nichido Fire Insurance Co., Ltd.Level 26, PwC Tower Tel: 64 9 363 3751 |
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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.
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.
How to make a complaint
You can lodge a complaint by:
Phone: (02) 9225 7500
Email: complaints@tokiomarine.com.au
Post: GPO Box 4616, SYDNEY NSW 2001
What happens next
We will acknowledge your complaint within 24 hours (or one business day) of receiving it, or as soon as practicable, and aim to resolve it as quickly as possible—usually within a maximum of 30 calendar days. If there is a delay, we will keep you informed, explain the reason, and provide information about your right to take the complaint to the Australian Financial Complaints Authority (AFCA), including their contact details.
What If you are still unhappy?
If your complaints cannot be resolved to your satisfaction within 30 calendar days, you can contact the Australian Financial Complaints Authority (AFCA) — a free and independent service.
AFCA contact details:
Phone: 1800 931 678
Email: info@afca.org.au
Website: www.afca.org.au
Post: GPO Box 3, Melbourne VIC 3001