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See all the news storiesWe are committed to providing you with a high quality service and to maintaining these standards at all times.
If you have any questions, concerns or are dissatisfied with any aspect of our service, your policy, or the handling of a claim, you should in the first instance contact your usual broker or intermediary.
If you remain dissatisfied and wish to make a complaint, you may do so at any time, either in writing or verbally, using the contact details below:
Tokio Marine HCC
| International | Europe | |
| To: | Head of International Compliance | Head of Compliance Europe |
| Address: | The St Botolph Building 138 Houndsditch London EC3A 7BT United Kingdom | 26, Avenue de la Liberté Luxembourg L-1930 Luxembourg |
| Telephone: | + 44 (0)20 7702 4700 | |
| Email: | [email protected] | [email protected] |
We will acknowledge and handle your complaint in accordance with our complaints handling procedures.
Depending on your location and the nature of your complaint, you may also have the right to refer your complaint to the relevant external dispute resolution body or supervisory authority.
Full details of our complaints handling process, including escalation options, are set out below.
Should you be dissatisfied with the outcome of your complaint, you may have the right to refer your complaint to the Financial Ombudsman Service. The FOS is an independent service in the UK for settling disputes between consumers and businesses providing financial services. Contacting the FOS does not affect your right to take legal action.
The FOS’s contact details are as follows:
| Financial Ombudsman Service | |
| Post: | Exchange Tower London E14 9SR |
| Email: | [email protected] |
| Telephone: | +44 (0)30 0123 9123 |
| Website: | www.financial-ombudsman.org.uk |
Where the complainant has not received an answer within ninety (90) days or they are dissatisfied with such answer, the complainant may refer the complaint to the out of court resolution channels available in Luxembourg within one (1) year after they filed their complaint with TME.
Contact details are provided below:
| Authority | Association of Insurers Luxembourg | Commissariat aux Assurances (CAA) |
| Website: | https://www.aca.lu/en/insurance-obudsman | www.caa.lu/fr/consommateurs/resolution-extrajudiciaire-des-litiges |
| Email: | [email protected] | [email protected] |
| Post: | ACA c/o Médiateur en Assurance
B.P. 448 L-2014 Luxembourg |
11, rue Robert Stumper
L-2557 Luxembourg, Luxembourg |
| Telephone: | +352 44 21 44 1 | +352 22 69 11 1 |
| Fax: | +352 44 02 89 | +352 22 69 10 |
The complainant may contact the Insurance Ombudsman directly for advice if unsure whether it will consider any complaint.
Conditions: A request in front of such out of court resolution channels in Luxembourg is not admissible in the following cases: a) the complaint has previously been the subject of a court decision or arbitral award, in Luxembourg or abroad; b) the complaint is currently being examined by an arbitration tribunal or a court, in Luxembourg or abroad; c) the complaint has already been referred to another out-of-court complaint resolution body than the CAA, in Luxembourg or abroad; d) the request has not been submitted to the CAA within one year after that the applicant has filed a complaint with the professional (timing for filing extended if the company was not able to answer within 30 days); e) the complaint concerns the business policy of the professional; f) the complaint concerns a product or service other than insurance related; g) the request is unreasonable, frivolous or vexatious; h) the request has not been initiated by a policyholder, a beneficiary of an insurance contract, an insured or an injured third party in the context of a direct action against an insurance undertaking; i) the complaint filed with the professional and the request filed with the CAA differ in terms of their purposes and/or motivations.
For cross-border disputes within the EEA, you may also use the FIN-NET network, which facilitates out-of-court resolution of complaints against financial service providers in another EEA country.
Further information and the FIN-NET complaint form are available at:
https://finance.ec.europa.eu/consumer-finance-and-payments/retail-financial-services/financial-dispute-resolution-network-fin-net_en
Where your policy is provided by our Lloyd’s syndicate and should you remain dissatisfied with the response that you received from us, you may if you wish, refer your complaint to Lloyd’s. Lloyd’s will investigate the matter and provide a final response. Lloyd’s contact details are as follows:
| Complaints Lloyd’s | |
| Post: | One Lime Street London EC3M 7HA |
| Email: | [email protected] |
| Telephone: | +44 (0)20 7327 5693 |
| Fax: | +44 (0)20 7327 5225 |
| Website: | www.lloyds.com/complaints |
Details of Lloyd’s complaints procedures are set out in a leaflet “Your Complaint – How We Can Help” available at www.lloyds.com/complaints and are also available from the above address.
Where your policy is written on Spanish Branch paper, please be aware that the following regulations govern the activities of the Customer Service Department of:
Tokio Marine Europe S.A. Spanish Branch/ Sucursal en España
| Regulations for the Defence of Tokio Marine Europe S.A | English |
| Spanish | |
| Free consumer helpline | 900 909 203 |
Where the policy is written on Italian Branch paper, please note that, in the event that a complaint is not upheld or is only partially upheld, the customer may resort to alternative dispute resolution (ADR) mechanisms, including the Insurance Arbitration Body, an independent body established within IVASS.
The Insurance Arbitration Body allows disputes to be resolved in a simple, fast and cost-effective manner, without having to resort to the competent judicial authority.
For further information on the procedure, eligibility requirements and access modalities, please visit the Insurance Arbitration Body website: https://www.arbitroassicurativo.org/
| Further information and details on the procedure | English |
| Italian |
If the Policyholder or the Insured Person has any complaints related to their contracts with Tokio Marine they may submit them to the Insurer's Complaints Management Service:
| Email: | [email protected] |
|
Post: |
“Customer Service Department”, Tokio Marine Europe S.A., Sucursal en España, Torre Diagonal Mar, Josep Pla 2, Floor 10, 08019 Barcelona, Spain |
For more details on the applicable Complaints Handling rules, please refer to:
| Complaint Handling Rules Portugal | English |
| Portuguese |
If the Insurer does not respond to the complaint within a maximum period of 20 business days (or 30 business days in particularly complex cases) from the date of receipt, or if, having responded within that period, the complainant disagrees with it, you may refer your complaint to the independent Client Ombudsman, in accordance with the legislation in force in Portugal to the following email: [email protected]
For more information on the operating rules of the Client Ombudsman, please refer to:
| TME Customer Ombudsam Operating Regulations Portugal | English |
| Portuguese |
Without prejudice to any legal action that may be taken, the Insured Person may also submit their complaint to the ASF, headquartered at Av. da República, 76, 1600-205 Lisbon. The ASF only considers complaints that are not pending in other instances and to which the Insurer has not responded within a maximum period of 20 business days from the date of receipt or when, having received a response, the complainant disagrees with its content. The contact details are:
| Insurance and Pension Funds Supervisory Authority | |
| Post: | Av. da República 76, 1600-205 Lisbon Portugal |
| Telephone: | (+ 351) 21 790 31 00 |
| Email: | [email protected] |
