Complaints procedure

We are dedicated to providing you with a high quality service and we want to ensure that we maintain this at all times. If you feel that we have not offered you a first class service or you have any questions or concerns about your policy or the handling of a claim you should in the first instance contact your broker or intermediary.

In the event that you remain dissatisfied and wish to make a complaint you may do so in writing or verbally by using the contact details below:

Head of International Compliance and Company Secretary
Tokio Marine HCC
1 Aldgate
London EC3N 1RE

Tel: +44 (0)20 7702 4700
Email: [email protected]

Below is our full complaints handling procedure.

External Complaints Handling Procedure

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The Financial Ombudsman Service

FOS

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
Exchange Tower
London E14 9SR

Email: [email protected]
Telephone: +44 (0)30 0123 9123
Website: www.financial-ombudsman.org.uk

The European Commission Online Dispute Resolution Platform

ODR

If you were sold this product online or by other electronic means and within the European Union (EU) you may refer your complaint to the EU Online Dispute Resolution (ODR) platform. Upon receipt of your complaint the ODR will escalate your complaint to your local dispute resolution service – this process is free and conducted entirely online.  You can access the ODR platform on http://ec.europa.eu/odr.

The ODR services is not available to UK residents.

Lloyd's Policies Only

Lloyd's

 

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
One Lime Street
London EC3M 7HA

[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.

FCA Complaints Publications

General Directorate of Insurance and Pensions Regulations

DGS

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. Sucursal en España:

In English
In Spanish

In addition, we have a free consumer helpline: 900 909 203 / número de atención telefónica gratuita para el consumidor: 900 909 203

Italian Insurance Arbitrator

Italian Insurance Arbitrator

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/ 

For further information and details on the procedure:

In English
In Italian