The general insurance code of practice was developed by the General Insurance Association of Singapore (GIA) to enhance the standards of service in the general insurance industry. At Tokio Marine Insurance Singapore Ltd., we uphold the standards set out in the code of practice and strive to keep our customers happy.
Sometimes disagreement may arise. When they occur, we believe in giving every issue in dispute an unbiased review. Our objective is to resolve any disagreement as amicably and as quickly as possible. If you are dissatisfied with any dealings with us, please tell us. You can call or write to us giving us the details of your issue and contacts. We can be reached at:
Tokio Marine Insurance Singapore Ltd.
80 Anson Road
#09-00 Fuji Xerox Towers
Singapore 079907
Telephone : 6325 0580
Fax : 6221 4355
Feedback
You will receive our receipt acknowledgement within 3 working days. If we need additional information to review the issue, we will contact you with our request within 7 working days from the date of your written notification. A senior officer of ours will review and attempt to resolve the issue of your concern as soon as possible. We will write to you no later than 14 working days from the last communication advising you on the outcome of the review and reasons for the decision. If we are unable to do so, we will contact you and update you on the progress. We do not consider an issue resolved until a proposed resolution or solution has been communicated to and accepted by you.
If you are not satisfied with our decision, you can appeal to our Principal Officer. Our Principal Officer will respond to you within 14 working days of receiving your appeal.
If you are still not satisfied with the response from our Principal Officer, you can further appeal to The Financial Industry Disputes Resolution Centre Ltd (FIDReC), an external and independent dispute resolution organization. The contact details are:
The Financial Industry Disputes Resolution Centre Ltd (FIDReC)
112 Robinson Road
#13-03, HB Robinson
Singapore 068902
Telephone : 63278 878
Fax : 63278 488
Email : info@fidrec.com.sg
Website : www.fidrec.com.sg