1. You can submit your complaints by calling our hotline 16654, or personally at your nearest branch or you can send your complaint directly to CS@tokiomarine.com.eg

   Make sure that you include the following:

   Policy Number and / or Claim Number

   Outline of your complaint

   Contact information: ID number and Cell number

2. Following receipt of a complaint, CRM Dept. will register the complaint and proceed with details of the complaint.

3. CRM Dept. will acknowledge receiving the complaint on the same day, in writing or via phone.

4. Depending on the nature of the complaint, it may deem necessary to revert to the relevant internal departments for further details and accordingly update you with the developments.

5. If the complaint is not resolved within 10 business days of its receipt, we will acknowledge this in writing or via phone. We will also inform you about when we expect to be able to resolve the complaint and provide details of the contact person for queries you may have in relation to your complaint in the meantime. This person will be your contact person until the complaint is resolved and/or closed.

6. In case the complaint required more time to resolve. You will, however, be kept fully informed throughout the process.

Whatever the outcome of a complaint, you will be provided with an explanation as to why we reached that specific decision, and we will do our best to assist you in the best way we can.

In case you are dissatisfied with the conclusion that we reach, please refer the Financial Regulatory Authority (FRA) via complaints.fra.gov.eg