Our Customer Service Charter (“Charter”) sets out key commitment to provide quality service and assistance to our customers to meet their preferential financial requirements. We recognise in building sustainable and beneficial relationships with our customers. This Charter is primarily aimed to provide great standards of fairness in all level of service.
This Charter is for information purposes only and is not intended to, and does not, create any legally binding rights or obligations.
We pledge to support and implement the following principles to protect the interests and financial well-being of our customers:
Principle 1: Reliability
Set minimum standards for fair business practices in all dealings with our customers. This includes providing financial services or products suitable for our customers’ and preserving the confidentiality of our customers’ information. ;
Knowledgeable staff available to provide quality service, advice and recommendations.
Principle 2: Fair terms and conditions
Terms and conditions in the contracts or agreements are fair, transparent, and well communicated to our customers. ;
Terms and conditions set out the respective rights, liabilities and obligations clearly and as far as possible in plain language.;
Any changes or amendments to the terms and conditions in contracts or agreements will be made available to our customers by reasonable notification.
Principle 3: Transparent
Provide our customers with relevant and timely information in the product disclosure sheet and / or promotional materials.;
Disclose key product features, fees and charges, risks and benefits in a clear and concise manner. ;
Highlight and bring all critical terms to our customers’ attention.
Principle 4: Trust and iIntegrity
Conduct sales, advertising and marketing of our financial services and products with integrity.;
Staff shall avoid or disclose actual or potential conflicts of interest.
Principle 5: Fair and independent dispute resolution
We acknowledge customers’ complaints and strive to enhance our processes through clear, simple and acceptable procedures on complaints and claims handling. ;
We welcome customers’ voicing of concerns to improve our business performance.;
We escalate information to higher alternative avenues if the queries are not answered to the customer’s satisfaction at first instance.
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