We are always committed to providing you professional, fast and fair claims service of Japan Quality. With the contribution of our in-house experienced and dedicated claims handling team as well as extensive network of independent surveyors, you could be fully supported throughout your claims journey.
Standard Service Commitment
Acknowledge claims within 3 working days from receipt of a claim notice
Immediately conduct loss survey or appoint professional loss adjuster where appropriate
Settle valid claims within 15 working days from complete submission of standard documentation
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Fair and transparent in all claims settlement
General Claims Procedure
- Give immediate notice of accident/loss/damage to the Insurer and/or the Authority Body/Police in accordance with laws if any to receive necessary assistance. Notification must be in writing.
- Cooperate with the Insurer to carry out the loss survey which is the basis for claim settlement.
- Take steps to minimize the loss or damage and recover any missing property.
- Provide the Insurer with evidence of loss such as extent and cause of loss/damage, supporting documents for claim amount, and other related documents if required.
- Reserve the Insurer's subrogation right against any third party who caused loss/damage to the Insured's interest.
- Cooperate with the Insurer in considering and choosing a suitable solution/repairer/supplier.
- Conduct a loss survey within reasonable period of time if any.
- Give the Insured further detailed advice if any on case by case basis.
- Consider and settle the Insured's claim if the loss/damage is covered by the insurance contract and fully supported.
A completed set of claim file normally consists of the following:
- Notice of Claim by the claimant to TMIV.
- List of insured properties.
- Claim note/letter by the claimant including a completed claim form
- Documentation of the insured subject matter including insurance certificate/policy:
- Machinery/equipment: specification, warranty, operation guidance, operation logbook, catalogue, drawing, purchase invoice/bill, etc.
- Building: specification of construction, drawing, etc.
- Contents: specification, purchase invoice/bill, inventory list, before and after the incident, etc.
- Motor: registration card, periodical inspection certificate for technical safety, driving licence, insurance certificate
- Personal accident: driving license, salary slip, etc.
- Marine cargo: B/L, invoice, packing list, COR(cargo outturn report), ROROC (report on receipt of cargo), ship documents, etc.
- Documentation of the accident:
- Internal investigation report by the Insured on the incident including extent and cause of loss/damage and counter measures, etc.
- Police report
- Damage inspection report by specialist/repairer/supplier.
- etc.
- Supporting documents for claim amount: quotations, invoices, bills, purchase order, job order, part request and delivery slip, part destroyed slip, etc.
- Survey report
- Other documents as may be required.
- After receiving claim documents from the Insured, the Insurer will verify and inform the Insured of whether claim documents submitted are legally sufficient or not:
- If not, asking the Insured to supplement the further required one
- If yes, the Insurer will send the Insured a notice of claim settlement
- After receiving the confirmation by the Insured on the payable claim amount and all the premium due to the Insurer is received by the Insurer, the Insurer will make payment for claim.
