Tokio Marine HCC Reviews 36

Outstanding Support from Donna Le

I want to sincerely thank Donna Le for her incredible help with my claim after purchasing a vehicle with cash outright and never receiving the title. Donna was a tremendous help throughout the entire process—always professional, responsive, and compassionate.

Thanks to her dedication and expertise, I was able to recover my money and finally find some resolution in what had been a frustrating situation. Donna’s support made a huge difference during a stressful time, and I’m truly grateful for her assistance.

If you ever need help with a claim or title issue, Donna is the person you want on your side!

Date of experience: June 23, 2025

Delay, deny, defend.
What a joke. After paying good money in premiums for my last few international trips (not to mention decades of car insurance and membership), I finally made a claim against my travel insurance, sold to me via the RAC, when I suffered a near 7 hour delay for an internal flight in the Philippines, resulting in having to book a new flight entirely to make it home from Manila.
You'd think that this might come under "delay" as promised by their completely misleading policy summary when you take out this cover but no, the fact that the airline caused my loss, means they don't want to know. Would that not be the main cause of financial losses covered, and the main reason people take out insurance?
If someone is silly enough to lose their passport they would be covered, but not in a genuine situation beyond their control.
Premiums AND flight expense down the drain. There go $1000.
They will not see any of my money again, including for my trips to Peru and Africa in the next two years, as well as my car insurance in future. Disgusting.

Date of experience: April 28, 2025

I purchased insurance through RAA Travel Insurance which is underwritten by Tokio Marine Nicho.
I lodged a claim on 19 December 2024 for an incident on a cruise ship In Australian Waters,on 6 December 2024. I had absolutely zero contact from anyone until 24 February 2025, 9.5 weeks later!!!! The website says they will respond within 10 days and they respond to claims in order of receipt!!!
When they finally did respond via email it was as if AI had written the response. They were asking for irrelevant documents including proof I had cancelled the trip. I didnt cancel the trip, I was onboard the ship when I had a medical episode. I am claiming for medical expenses.
I would absolutely NOT recommend using RAA travel insurance and I am reconsidering whether I will change my Home and Contents Insurance to another provider if this is how they respond to claims.
I have since read more reviews from people who have experienced the same lack of service so I know itts not a one off.
Adjunct -13/3/25 - adding to this review, a friend lodged a claim through Qantas Travel insurance (AIG) on Friday 7/3/25 and received a response on 12/3/25 (2 business days later!!!!) saying her claim has been approved and will be paid in 3 days. Money was in their bank account 2 days later! That is what you want when claiming on insurance policies especially when incidents occur when travelling which is usually very distressing. You never know how good insurance is until you make a claim and this is proof.
I will definitely be choosing Qantas Travel insurance for my future travels.

Date of experience: December 19, 2024

UPDATE ON INSURANCE CLAIM ON-GOING

19 days since the escape of water.
28th Jan - emailed letter from a Matthew McManus re my complaints about how my claim was being mis-managed and delayed.

Still no response from Tokio Marine HCC to my initial TrustPilot review.

No idea who is the claim handler for my claim or who is the underwriter or who is my POC.

And Tokio Marine HCC state on their website that they aim to deal promptly and fairly with claims big and small and that their experienced teams can make fast decisions on claims.

My previous claims experience with NFU Mutual and Direct Line was completely different, competent, efficient and prompt. Just one phone call and a few basic questions and they took care of everything in less than three week.

Date of experience: January 31, 2025

Very accommodating, great assistance and with a human touch

Date of experience: September 20, 2024

Terrible company for insurance DO NOT USE!!!! We had medical insurance for our maid and despite her having pain and symptoms and tests and doctor saying it could be cancer and needed further tests (inpatient and meant to be covered by the policy), when it came back as not cancer tokio refuses to cover the cost of the biopsy saying they only cover if there is a diagnosis of cancer!!! Absolutely awful. Not renewing and really recommend AGAINST using this scam of a company.

Date of experience: August 06, 2024

Absolute scoundrels who will go to any length to avoid paying a claim. Avoid at all cost. They have refused to pay for roof repairs as the wind speed was 9mph less than a definition while admitting there was heavy rainfall. During the review process they were slow in correspondence, took almost 3 months to get an answer and then 8 weeks for the complaint response. The complaints letter is full of inaccuracies about the claim. Am taking my complaint to the financial ombudsman but ideally would not have to waste so much time with them.

Date of experience: March 18, 2024

Awful company, definitely do not use. Will never pay out really isn’t worth insuring anything with them. DO NOT USE!!!!!!!!!!!!

Date of experience: February 23, 2024

Absolute scam of a company, will not make the mistake of using them again.

Date of experience: December 28, 2023

I have a claim over covid and they keep asking for mor and more evidence. They have the medical reports and hotel details . They clearly don’t want to pay a legitimate claim and I am fed up with them. They do racv travel insurance. Don’t go near them.

Date of experience: December 14, 2023

Went through the RAA to get travel insurance, which turns out is underwritten by Tokio Marine. Spoke to them over the phone about some claims we had after problems on a European holiday. “Sure we will cover you for that, just put the claims in on the website”. All claims put in and all denied. Has left us over $15,000 out of pocket and left a very bitter taste of the raa for promoting this company.

Do not use this company for any sort of insurance. The raa has always been good to us, but after this I think it’s time we moved our 7 insurance policies to another company.

Date of experience: December 03, 2023

Dont trust this company. First of all im not insured with them but someone who is did extensive damage to my property. Their Senior Claims Advisor is one of the most dishonest people I have ever had to speak with, abrasive and rude. They will ask you to do something to verify the claim, at your expense, and then just keep moving the goal posts on what the expect until you can no longer satisfy their expectations. I had to ask the Advisor to stop contacting me due to the fact her repeated requests were just not possible, which she did, but then calls me pretending she has the wrong number continuing to harass. This company made 46 billion last year and they wont fix the damage to my home caused by their insured that was all captured on video. So much for their business statement
"as part of the Tokio Marine Group family, our purpose is To Be a Good Company. It’s this value that binds us together and inspires us to do the right thing, with every decision, every action and throughout all our strategic endeavours.

To Be a Good Company governs not just how we run our business, but how we empower and inspire our people to look beyond profit and help us honour our commitments.

We act for the good of our people, our clients and our society. This fundamental philosophy sits at the heart of our company culture and helps keep us focused on being the positive, sustainable influence to keep our people, our clients and society advancing for a better future. " They are anything but ethical

Date of experience: September 08, 2023

Worst insurance company ever. I got rear ended at the stop light by their insured…. This has been the worst experience ever. The claim adjuster Hollie (yep im giving names) is basically minimizing the damage to my vehicle and trying to delay repair. They dont have a shop to take it to for estimate so they rely on 3rd party but they don’t believe the 3rd party. I can’t imagine how they treat actual customers if this is how they treat those who were not at fault. Ill never do business with them again and I pray no one with this insurance hits me. Do not recommend

Date of experience: August 28, 2023

I tried to buy Family Travel Insurance, however as you go through the motions, it turns out that 18-79 years olds are only eligible. So i called up to clarify and add children under 18 to deal with a rather unhelpful customer services agent. Poor website, wording and experience.

Date of experience: August 16, 2023

TERRIBLE SCAM OF A COMPANY!! They are trying to bilk me out of a frivolous $3,500, saying it's for "legal fees". Fees I've never been billed for, or seen any paperwork to support these charges. My lawyer advised me to send a certified letter for signature, requesting a detailed break down of these charges. I received the signature confirmation that they received my inquiry, and instead, sent me STRAIGHT TO COLLECTIONS!! Now negatively impacting my credit!! I AM BEYONG ANGRY WITH THIS COMPANY!! STAY AWAYYYY!!!!!

Date of experience: June 01, 2023

I had travel insurance with RAA when I lodged a claim I found out it was through these guys’ Been a absolute nightmare dealing with these guys at a time where I’m injured and need support this company is the worst’ They keep coming up with ways not to pay you out make it impossible. Don’t even read your request properly. Just send you smart ass reply’s’ DON’T USE THEM’

Date of experience: January 06, 2023

Don't use for tool insurance this company is rubbish our vaneas parked across the road from our window have massive padlocks on and a vault in the van where alltools were they had to steel the van becouse they could not get in and camaras were on the vanbut refused to pay out becouse it was noticed in a compound well next step is ombusnan

Date of experience: December 10, 2022

As a US citizen abroad I have used their travel health insurance for years. During that time I submitted a few small claims for treatment for minor conditions. Most of the claims were paid out. One was denied, in my opinion unfairly, but they claimed that health issue was not covered.

The most recent claim was approved as well although it took nearly 5 months for them to process it and submit payment.

In my experience, the company will pay out legitimate claims while looking for any excuse not to compensate you for services rendered. They will interpret their own terms and conditions very narrowly, so read the fine print and don't expect any exceptions or leeway. I cannot speak to their record on reimbursing for significant covered medical costs as my claims were all under $200.

Date of experience: August 24, 2022

Good company, very efficient, the PI insurance I asked for was very quick done, thank you!

Date of experience: September 13, 2022

SCAM ALERT - Tokio Marine Atlas Travel Insrance
SCAM ALERT! This company is a scam. Don't buy anything from them. They won't even pay a penny if you ever need them. Everything is marked as pre-existing condition even you have a car hit you. Complete scam. Complete fraud. Listen to me and run away from Tokio Marine! I wasted thousands of dollars and the one time I needed them to cover an emergency visit they denied with just ridiculous procedures. Never ever buy never ever even go close. Report these crooks to authorities. Completely fraud!

Date of experience: June 04, 2022