Contact Us

General Enquiries
Sydney
Tel : 61 2 9225 7500 World2Cover: 61 2 9225 7599

Melbourne
Tel : 61 3 9621 1911
Corporate Affairs communications@tokiomarine.com.au
Underwriting Enquiries
Email : uwinfor@tokiomarine.com.au

Claim Enquiries
General email : claimsinfor@tokiomarine.com.au Motor claims email: motorclaims@tokiomarine.com.au

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

24HR Claims Assistance
Tel : 1800 229 272



24 Hour Travel Insurance Emergency Assistance
World2Cover From Japan:
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

Tokio Marine Management (Australasia) Pty Ltd

ABN 69 001 488 455
Managing Agent and Corporate Authorised Representative (AR 1313066) in Australia for Tokio Marine & Nichido Fire Insurance Co., Ltd.
ABN 80 000 438 291
AFSL 246548

Level 17

60 Margaret Street

Sydney NSW 2000
Tel: 61 2 9225 7500
Fax: 61 2 9232 6374

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Melbourne Office

Tokio Marine Management (Australasia) Pty Ltd

Level 20, 114 William Street
Melbourne VIC 3000
Tel: 61 3 9621 1911
Fax: 61 3 9621 1255

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Perth Office

Tokio Marine Management (Australasia) Pty. Ltd.

Level 3, 190 St Georges Terrace
Perth WA 6000

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New Zealand Office

Tokio Marine & Nichido Fire Insurance Co., Ltd.

Level 26, PwC Tower
188 Quay Street,
Auckland 1010

Tel: 64 9 363 3751
Fax: 64 9 363 2727

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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