I. List of online insurance products and corresponding websites providing online insurance
Tokio Marine Insurance Vietnam Co. Ltd. (TMIV) is pleased to announce the list of the company’s online insurance products and corresponding websites providing online insurance as below:
- TMIV official corporate website: https://tokiomarine.com.vn/en/
- Voluntary healthcare insurance: http://online.tokiomarine.com.vn/[name_of_partner]
- Overseas travel insurance – Travel Mate:
http://tokiomarine.com.vn/en/travelmate-insurance.html
https://pasarpolis.vn/vfs-vietnam (Link on website of TMIV’s partner)
https://tripcare.vn/ (Link on website of TMIV’s partner)
- Compulsory third-party liability insurance for motorcycle owners: http://online.tokiomarine.com.vn/[name_of_partner]
- Compulsory third-party liability insurance for car owners: http://online.tokiomarine.com.vn/[name_of_partner]
II. Procedure on providing online insurance products & services
1. Process 1 : Customers purchase insurance themselves on the Application
- Step 1: Product Consultation
Customers consult information about the insurance products they want to purchase (including insured benefits, eligibilities, exclusions, premiums, etc.) on the online insurance selling web-app page (referred to as ‘web-app’) and choose an insurance product package that suits their needs.
- Step 2: Insurance request declaration
After selecting an insurance product package, the customer enters information about the insured person(s), the policy holder and other information required by the insurance company to issue an insurance policy corresponding to the selected insurance product. The online insurance selling web-app will process information provided by the customer to calculate and display the insurance request declaration, including benefits and premiums matching the insurance package the customer has chosen.
- Step 3: Insurance request declaration confirmation
Customers check and confirm the information on the insurance request declaration
- If the customer confirms the insurance request declaration, the policy issuance system stores the insurance request declaration information that the customer has confirmed.
- If the customer declines to confirm the insurance request declaration, they can close the online insurance selling web-app and end the buying process.
- Step 4: Insurance premium payment
Customers check and confirm all the warranties related to the insurance contracts, eligibility and other warranties related to information safety, personal data handling, payment, etc.
- If the customer agrees to all the above warranties, they can tick on a tick box with the phrase “Agree” or the equivalent of it. It shows the agreement of the customer to any and all of TMIV’s terms and conditions of the online insurance product selected above by the customer.
- If the customer declines to agree to any of the above warranties, they can close the online insurance selling web-app and end the buying process.
After confirming the insurance request declaration, the system transfers the Customer to the online payment portal linked to the online insurance selling web-app. Customers proceed to pay the insurance premium according to the instructions on the online payment portal with the premium corresponding to the premium displayed in the insurance request declaration.
- Step 5: Insurance certificate issuance
After the customer successfully pays the premium through the online payment portal, TMIV's online insurance policy issuance system issues an electronic Insurance Certificate with TMIV's legal electronic signature via the email address that the customer has provided in the insurance request declaration along with other relevant documents (cashless card (if any), wordings, additional clauses, etc.).
Customers open the email to view the issued electronic Insurance Certificate along with other related documents.
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Process 2 : Customers buy insurance with the consultation of a Salesperson from Tokio Marine Vietnam Insurance Co., Ltd. (TMIV) or an insurance agent/broker of TMIV authorized to sell insurance online.
- Step 1: Product consultation
* Customers consult information about the insurance products they want to buy (including insured benefits, eligibilities, exclusions, premiums, etc.) with TMIV’s sales staff or the insurance agent/broker authorized by TMIV to sell insurance online, through direct contact or other means of contact (phone, email, SNS, etc.).
* TMIV sales staff or the insurance agent/broker authorized by TMIV to sell insurance online consult the customer about insurance product information so that they can choose the appropriate insurance product package suitable to their needs.
- Step 2: Insurance request declaration
* After selecting an insurance package, the customer sends information about the insured person(s), the policy holder and other information required by the insurance company to issue an insurance policy, corresponding to the selected insurance package through the insurance request declaration signed by the customer, via hard copy sent by post or scanned copy sent via email or other means of communication.
* TMIV sales staff or the insurance agent/broker authorized by TMIV to sell insurance online enter the customer information submitted in the insurance request declaration into the system to issue insurance policies with insurance packages the customer has chosen and create a draft Insurance Certificate.
- Step 3: Insurance request declaration confirmation
* TMIV's sales staff or the insurance agent/broker authorized by TMIV to sell insurance online sends customers a draft Insurance Certificate for customers to check and confirm the information.
* If the customer confirms the draft Insurance Certificate: TMIV's sales staff or the insurance agent/broker authorized by TMIV to sell insurance online sends a request to the customer to pay the insurance premium.
* If the customer requests to correct information in the draft Insurance Certificate: TMIV sales staff or the insurance agent/broker authorized by TMIV to sell insurance online confirms with the customer via email and proceed to correct the corresponding information according to the customer's request.
* If the customer does not agree to continue participating in insurance, end the process.
- Step 4: Insurance premium payment
* TMIV sales staff or the insurance agent/broker authorized by TMIV to sell insurance online send payment information to customers so that customers can pay insurance premiums via online transfer to TMIV's corporate bank account or pay insurance premium directly to TMIV's office address in Hanoi, Hai Phong or Ho Chi Minh City.
* In case the insurance agent authorized by TMIV to sell insurance online is also authorized by TMIV to collect insurance premiums as stipulated in the Insurance Agency Contract, the customer can pay the insurance premium to the agent’s account or pay directly to that agent. The insurance agent then transfers this insurance premium to TMIV according to the deadline specified in the Insurance Agency Contract. TMIV’s sales staff or the insurance agent/broker authorized by TMIV to sell insurance online confirm payment information with TMIV's Accounting (ACC) department.
- Step 5: Insurance certificate issuance
* After confirming payment, TMIV's sales staff or the insurance agent/broker authorized by TMIV to sell insurance online notifies TMIV's insurance Policy Management (PM) department using the system to issue an electronic Insurance Certificate with TMIV's legal electronic signature via the email address that the customer has provided in the insurance request declaration attached with the documents. Other relevant documents (cashless card (if any), wordings, additional clauses, etc.).
* TMIV's Policy Management (PM) department notifies TMIV's sales staff, or the insurance agent/broker authorized by TMIV to sell insurance online about the completion of the issuance of insurance documents according to request.
* Customers open the email to view the issued Electronic Insurance Certificate along with other related documents.
2. PERSONAL INFORMATION SECURITY & DATA STORAGE
Data collected and processed during the provision of products and services will be secured and stored in compliance with TMIV’s Personal Data Privacy Policy and Information Security Policy.
3. COMPLAINT & DISPUTE RESOLUTION MECHANISMS
Customer complaints and disputes related to insurance products and services provided online will be received by TMIV through the following channels:
- Phone: (84-24) 399330704 or 1900 888 996
- Website: https://tokiomarine.com.vn/lien-he/phan-anh-khieu-nai.html
TMIV will acknowledge receipt of complaints and disputes within 1 day from the date of receipt. Depending on the complexity of the complaint or dispute, TMIV will adhere to internal complaint handling regulations and provide a final resolution to the customer no later than 14 working days from the last communication between the parties. If this is not possible, TMIV will contact and update the customer on the progress of the resolution.
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As for detailed information related to the procedures, please kindly refer to the document “Procedure on providing insurance service & products online “as attached.
