If the Policy hardcopy/book is lost or damaged, we can reprint a duplicate Policy with a reprint fee of Rp200,000. The procedure are as follows:

1. Fill out Form of Minor Policy Data Change Submission.
2. enclose photocopy of e-KTP.
3. enclose photocopy of proof of payment of duplicate Policy printing costs.
4. Send the necessary document to Tokio Marine Life via email: customercare@tokiomarine-life.co.id or to the nearest marketing office / Head Office of Tokio Marine Life.

For additional information, for policies issued since September 11, 2017, Policyholders can access the e-Policy via TManKu.

Policyholders can change their correspondence data in 2 (two) ways:

1. Via TManKu app on the Customer Data Update menu; or

2. Send softcopy of documents to Tokio Marine Life via email: customercare@tokiomarine-life.co.id or go to the nearest marketing office/Head Office of Tokio Marine Life and submit below necessary documents:

a. Completed Minor Policy Data Change Form (can be obtained in Tokio  Marine Life office)

b. Photocopy of e-KTP

c. Common Reporting Standard (CRS) form

The procedure to change the name of the Beneficiary is:

1. Fill out the Minor Policy Data Change Submission Form.
2. Attach a photocopy of e-KTP. 
3. Attach a Family Card, Birth Certificate, Marriage Certificate, or other documents that show the relationship between the Insured and the prospective Beneficiary.
4. Send the document to Tokio Marine Life via email: customercare@tokiomarine-life.co.id or to the nearest marketing office / Head Office of Tokio Marine Life.

If the reinstatement is not contrary to the provisions of the Policy, the Policy that has ceased to be valid can be reinstated by:

1. The Policyholder fills out Form of Policy Benefit Change Submission.
2. Attach a copy of e-KTP, Health Examination Results (if needed), and Health Declaration form.
3. Send the documents to Tokio Marine Life via email: customercare@tokiomarine-life.co.id or to the nearest marketing office/head office of Tokio Marine Life.
4. Paying off the outstanding premium during the lapsed policy.

The policy will be reinstated if the application has been approved by Tokio Marine Life.

Provisions regarding policy reinstatement depend on each product, where there are products that cannot be reinstated when lapsed.

Policyholders can apply for a minimum withdrawal of Rp1,000,000, with a minimum remaining fund in each type of investment of Rp2,000,000. The procedure is as follows:

1. Fill out form of Unit Link Transaction Submission.
2. Attach a copy of e-KTP and Product Illustration.
3. Send the document to Tokio Marine Life via email: customercare@tokiomarine-life.co.id or to the nearest marketing office /  Head Office of Tokio Marine Life

Partial withdrawal of Investment Funds will be subject to fees in accordance with the Policy Conditions.

1. Fill out form of Unit Link Transaction Submission.
2. Attach a photocopy of e-KTP.
3. Send the documents to Tokio Marine Life via email: customercare@tokiomarine-life.co.id or to the nearest marketing office/head office of Tokio Marine Life.

Switching will be charged in accordance with the Policy provisions.

Policyholders can apply for a Change in Investment Allocation (Premium Redirection) by:

1. Filling out the Unit Link Transaction Submission form.
2. Attach a photocopy of e-KTP.
3. Send the documents to Tokio Marine Life via email: customercare@tokiomarine-life.co.id or to the nearest marketing office/Head Office of Tokio Marine Life.

1. Tokio Marine Life will send Report of Investment Transaction to Policyholder's email address on the 6th of every month, on January 21st of every year, and whenever Tokio Marine Life has completed processing a withdrawal and/or switching transaction.
2. Policyholders can also check the Investment Transaction Report through TManKu.

The procedure of claim submission via TManKu can be accessed through below link: 

https://www.tokiomarine.com/id/id/life/claim/step-by-step-claim-guide/claims-procedures.html

The procedure of those claim submission can be accessed via below link:

https://www.tokiomarine.com/id/id/life/claim/report-a-claim.html 

The procedure of those claim submission can be accessed via below link:

https://www.tokiomarine.com/id/id/life/claim/report-a-claim.html 

The procedure of those claim submission can be accessed via below link:

https://www.tokiomarine.com/id/id/life/claim/report-a-claim.html 

The inpatient procedure in Domestic Partner Hospitals can be accessed via below link:

https://www.tokiomarine.com/id/id/life/claim/step-by-step-claim-guide/claims-procedures.html

Process Claim at Tokio Marine Life insurance  generally requires an analysis time of around 4-10 working days. If approved, the claim will be paid within 2-3 working days. 

The length of the claim submission process may vary depending on the type of claim, the complexity of the claim and the completeness of the documents. 

Every stage of the claim submission process will be informed through WA/SMS and email registered in our system. You can also check your claim status through TManKu. 

If you require further information, you can contact Tokio Marine Life customer service via WhatsApp: 089 535 1500086,

Phone to 1500086 or Email at customercare@tokiomarine-life.co.id .

The inpatient procedure in  overseas partner hospitals can be accessed via below link:

https://www.tokiomarine.com/id/id/life/claim/step-by-step-claim-guide/claims-procedures.html.

Claims are rejected because the policy is inactive, unqualified for submitting claims and policy provisions.

Please ensure the premium has been paid on time and the insurance benefits claim are in accordance with policy provisions.

Customers must also ensure all claim submission requirements such as data and documents have been completed. 

1. Customers will receive an SMS notification of premium payment receipt no later than H+2 working days after the money is received by Tokio Marine Life.
2. If the Policyholder makes premium payments via TManKu, the payment status can be checked directly via TManKu on H+0 after the premium payment is received by Tokio Marine Life.
3. For Unit Link payments, premium payment transactions can be viewed in the monthly Investment Transaction Report.

As long as it is not regulated differently in the Policy terms, the Policyholder can apply for a change in the frequency of premium payments with the following steps:

1. Fill out the minor policy data change submission form which can be downloaded here: https://www.tokiomarine.com/id/id/life/resources/forms-personal.html.
2. Attach a photocopy of e-KTP.
3. Send the document to Tokio Marine Life via email: customercare@tokiomarine-life.co.id or to the nearest marketing office / Head Office of Tokio Marine Life.

4. For monthly payment frequency, the premium payment method must use an automatic debit account or credit card.

1. Fill out Form of minor policy data change submission and Letter of Auto Debit Authorization which can be downloaded here: https://www.tokiomarine.com/id/id/life/resources/forms-personal.html

3. Attach a photocopy of e-KTP.

4. Send the document to Tokio Marine Life via email: customercare@tokiomarine-life.co.id or to the nearest marketing office / Head Office of Tokio Marine Life

TManKu can be accessed through browser at: tmanku.tokiomarine-life.co.id or scan the QR code.

Policyholders can login to TManKu by:

1. Input mobile number or email registered at Tokio Marine Life.
2. Input password
3. Input OTP

When logging into TManKu for the first time, after input mobile number or email registered at Tokio Marine Life, TManKu will prompt the Policyholder to register a password and recovery email.

The registered password must fulfill the following requirements:

1. Consists of 8 characters
2. Has a capital letter
3. There are lowercase letters
4. There are numbers
5. Special characters such as *&+-$

Policyholder can click “Forgot Password” to create a new password.

TManKu will send the security code to recovery email. The Policyholder enters the security code in TManKu to create a new password.

Once the new password is saved, the Policyholder will be redirected back to login page.

Yes, the Policyholder can change the recovery email by:

1. Login to TManKu, then go to menu Setting  on the top right corner. Select menu Change Recovery Email menu. Policyholder must input the password first.
2. The Policyholder input new recovery email.
3. Policyholder input security code sent to new recovery email.

OTP is sent to the Email / SMS to Mobile Number input on TManKu login screen. Ensure that the phone and internet network are stable so that the OTP can be received.

Password can be changed with 2 steps:

1. Login to TManKu, then go to menu Setting on the top right corner. Select menu Change Password. Policyholder must input old password first.
2. Click Change Password after input Email/Mobile number.

When accessing TManKu, receive a notification saying suddenly : 'The process cannot be continued. Please try again later,' 

The system may have failed to connect because the server is unreachable. Please check the internet connection you are using and try logging in again later.

Policyholders cannot access menu Premium Payment Information menu if there is no Outstanding Premiums or Premiums that is Due.

If there are premiums that need to be paid by the Policyholder, the policy card will display an 'Outstanding' ribbon.

To make a payment via Credit Card, please ensure that the pop up setting is disabled.

iOs Settings:

settings >> safari >> pop up block then swipe to disable

Android settings:

open browser >> click the three dots in the corner of the screen >> settings >> site settings >> pop up and redirect slide to disable

The security code is sent to:

1. New email / SMS to the new mobile number; and
2. Old email / SMS to the old mobile number that is being changed. If the old email / old mobile number is no longer used, the security code will be sent to the recovery email.

Ensure that your phone and internet connections are stable so that the security code can be received.

If the Policyholder has not received the security code, the Policyholder can request to resend the security code after 1 minute from the last security code request. Policyholder can request to resend the security code up to 10 times in one day. If it has reached 10 times, the Policyholder can repeat the security code request again on the next day.

The documents contained in TManKu are:

1. Electronic Policy
2. Policy Amendment Endorsement
3. Staged Investment Report (If the Policy has staged benefits, traditional policy only)
4. Monthly and Annual Investment Transaction Report (unit-linked policy only)
5. Policy Loan Transaction Report (If the Policy has Policy Loan and/or Automatic Policy Loan transactions, traditional policy only)
6. “Policy Reinstatement Letter” and ‘Cash Value and Payment Frequency Change Notification Letter’ (if any).

TManKu only displays documents issued in the last 1 year after October 22, 2024. If the Policyholder wishes to obtain documents that are not currently available on TManKu, the Policyholder may contact Customer Service.

Claim submission at TManKu can be done by:

1. Click on menu navigation on the top left.
2. Choose menu Claims.
3. Choose Submit New Claim. 
4. Fill in all information in the claim submission column completely and correctly. 
5. Attach (upload) all claim submission documents.
6. After all data and documents are completed, check the statement of approval of claim submission then click Submit.

The customer can submit a claim first.

If the documents are incomplete, the Customer must complete the claim documents within 30 days after the pending letter is issued.

Please check your claim status regularly in TManKu. 

Status can be seen in menu Claim -> Claim History. 

In addition, for approved claims, you will receive a notification via WhatsApp message and email.

Please make sure your mobile number and email address are in accordance with our system so that you can receive notification of your claim status.