Service Level Agreement (SLA)

Service Level Agreement (SLA)

Standard Service Level Agreement

Standard Service Level Agreement of Individual Insurance

Service Level Agreement (SLA) of the Company
# Service PIC
1.Standard Service Level Agreement of Individual Insurance
1 Upon providing life insurance information and policy offerings, agents / brokers must communicate with customers, which are their full name and license no. , source of customers’ contact data, life insurance products that is being offered, premium is not (bank) deposit, premium refund by surrender or cancellation might be in full amount paid, fact stated in application must be correct and true and consequence if stated otherwise, policy deliver period and right to free look. ตั้Point of sales until policy delivering
2. Underwriting and after sales services
1 Underwriting & Issuing 3-7 days – from required documents received. (*in a case that medical information or exam needed, the company will notify the underwriting result and deliver the policy to insured within 30 days from required documents received, excluding period waiting for health information/exam result and/or other supplement documents requesting from the insured or hospital and counteroffer signed, if any*)
2 Policy Deliver 5 days - from underwriting approved
3 Underwriting Data Submission via IBS 30 days – from the Policy effective date
4 Insured’s information Change such as Name, last name or address or contact or phone or premium method 7 days – from the date of all required documents submitted
5 Beneficiary Change 7 days – from the date of all required documents submitted
6 Premium Payor Change 7 days – from the date of all required documents submitted
7 Policy Re-Issuing – Replacement 15 days – from the date of all required documents submitted
8 Policy Paid-up 7 days – from the date of all required documents submitted
9 Extended Term Insurance - ETI 7 days – from the date of all required documents submitted
10 Reinstatement of a policy 15 days – from the date of all required documents submitted
11 Reinstatement due to lapse – overdue premiums with interest paid or effective date postponed with premiums calculated at the rate applicable on the new effective date being paid 15 days – from the date of all required documents submitted
3. Policy Benefit Payment
1 Surrender 20 days – from the date of all required documents submitted
2 Premium Loan 15 days – from the date of all required documents submitted
3 Payment of accident insurance claims (non-fatal), health insurance, medical expenses, or critical illness benefits: 15 days – from the date of all required documents submitted or 90 days – from the date of all required documents submitted (case in question whether the claim is under the coverage term)
4 Maturity 15 days – from maturity date OR 15 days – from paid date
5 Dividend Payment N/A (no dividend product)
6 Other Benefit Payments than surrender, premium loan, claim payment (accident insurance claims (non-fatal), health insurance, medical expenses, or critical illness benefits, maturity or dividend. Policy Owner Service Dept.
7 Premium Refund by Free Look Policy Owner Service Dept.
4. Complaint Management
1 Acknowledging receipt of complaints via different channels such as call center, website, social media, email, any written or walk-in at HO or branches 1 day from receiving date
2 Complaint review process and issuance of a decision notification that includes facts, reasons, contractual terms, or legal references. (no claim) 30 days from complaint receipt acknowledged.
3 Complaint review process and issuance of a decision notification that includes facts, reasons, contractual terms, or legal references. (claim) 3 days from the claim process completed as follows: (1) 15 days – from the date of all required documents submitted or (2) 90 days – from the date of all required documents submitted (case in question whether the claim is under the coverage term)

Standard Service Level Agreement of Group Insurance

SLA สำหรับการให้บริการกรมธรรม์รายกลุ่ม
# Service PIC
1. Underwriting and after sales services
1 Underwriting & Issuing 3-7 days – from required documents received. (*in a case that medical information or exam needed, the company will notify the underwriting result and deliver the policy to insured within 30 days from required documents received, excluding period waiting for health information/exam result and/or other supplement documents requesting from the insured or hospital and counteroffer signed, if any*)
2 Policy Deliver 5 days - from underwriting approved
3 Underwriting Data Submission via IBS 30 days – from the Policy effective date
4 Insured’s information Change such as Name, last name or address or contact or phone or premium method 5 days – from the date of all required documents submitted
5 Beneficiary Change 5 days – from the date of all required documents submitted
2. Policy Benefit Payment
1 Payment of accident insurance claims (non-fatal), health insurance, medical expenses, or critical illness benefits: 15 days – from the date of all required documents submitted or 90 days – from the date of all required documents submitted (case in question whether the claim is under the coverage term)
3. Complaint Management
1 Acknowledging receipt of complaints via different channels such as call center, website, social media, email, any written or walk-in at HO or branches 1 day from receiving date
2 Complaint review process and issuance of a decision notification that includes facts, reasons, contractual terms, or legal references. (no claim) 30 days from complaint receipt acknowledged.
3 Complaint review process and issuance of a decision notification that includes facts, reasons, contractual terms, or legal references. (claim) 3 days from the claim process completed as follows: (1) 15 days – from the date of all required documents submitted or (2) 90 days – from the date of all required documents submitted (case in question whether the claim is under the coverage term)

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