Frequently Asked Questions
1. What is this reimbursement about?
This reimbursement is about a system error that resulted in an overcharge on your travel insurance policy purchased through World2Cover issued by Tokio Marine & Nichido Fire Insurance Co., Ltd. (Tokio Marine).
2. Who is Tokio Marine?
Tokio Marine & Nichido Fire Insurance Co., Ltd. (Tokio Marine) is the insurer and provider of your travel insurance. Our ABN is 80 000 438 219, and our Australian Financial Services Licence no. is 246 548. Tokio Marine is a member of the Tokio Marine Group, one of the largest international insurance groups. Visit: tokiomarine.com.au for more information.
3. Why is Tokio Marine involved in this reimbursement?
The World2Cover sells
World2Cover Travel Insurance on behalf of Tokio Marine as their authorised representative.
For full information about
World2Cover and Tokio Marine, read the Financial Services Guide (FSG), which forms part of the joint Product
Disclosure Statement and FSG for the World2Cover Travel Insurance product.
4. Why did the overcharge occur?
The overcharge occurred due to a systems issue related to the age of at least one traveller listed on your Certificate of Insurance.
5. How can I get my reimbursement?
Complete the details requested on the secure portal. When you submit, you will receive a confirmation message. We will then process your reimbursement, and it will be refunded into your bank account with payment showing as “COI Policy Number Tokio Marine” on your statement. Your data will be handled securely according to our Privacy Policy.
6. What should I do if I don't have an email address?
We require your email address to assist you in submitting your reimbursement and to send you a confirmation. If you don’t have an email, please call our Customer Service Team at (02) 8055 1632 between 9am – 5pm AEST, Monday – Friday, and we will assist you in submitting your reimbursement.
7. How long will it take to receive my reimbursement?
The reimbursement process may take up to four weeks.
8. What information do I need to provide for the reimbursement?
You’ll need to provide the primary traveller’s first name, last name, and date of birth. You’ll also need to provide your bank account details: account holder name, BSB, and account number.
9. How will I know the reimbursement has been processed?
You will see a confirmation message and receive a confirmation email once you have submitted your details. Once the reimbursement has been processed, you will also see it confirmed on your bank statement within four weeks with your Policy Number as the reference.
10. Is my personal information secure?
Yes, your personal information will be handled securely, and always following Tokio Marine’s Privacy Policy. The reimbursement portal is only accessible to those eligible for reimbursement.
11. Can I give my bank account details over the phone instead of using the secure portal?
No, for security reasons, bank details must be submitted via the secure portal using the link provided. Phone and email submissions with bank account details cannot be accepted.
12. What if I have submitted incorrect bank account details into the secure portal?
Contact our Customer Service Team on (02) 8055 1651 between 9am – 5pm AEST, Monday – Friday or by email at [email protected] for help.
13. Who can I contact for further information?
Please contact our Customer Service Team on (02) 8055 1651 between 9am – 5pm AEST, Monday – Friday or email at [email protected].