1. What is Customer Portal ?
Customer Portal is a web portal that enables our customers to view details of life insurance policy and perform online services securely at anytime and anywhere. Please read our
Privacy Policy
Services available @ Customer Portal include the following:
- View your Policy Details
-
Self Service transactions:
- Update Correspondence Address/Contact Number/Email
- Update Bank Account (Direct Credit)
- Online payment remittance
- Update Credit/Debit Card Payment (Auto Debit transaction)
- Submission of Partial Withdrawal
- Submission and track eClaims
- Download Correspondence letters, statements, receipts, ePolicy/eCertificate, eMedical Card
- Download Forms
2. Who can register as a Customer Portal user ?
Life Insurance Policy Owner and Absolute Assignee can register as a Customer Portal user.
3. How to register Customer Portal ?
- Logon to www.tokiomarinelife.com.my/eServices
- Complete the Registration Form with the mandatory columns (*) only.
- Kindly read the terms and condition, and then click submit if you agree to proceed.
- Upon successful registration, a One Time Password (OTP) will be sent to your registered mobile number via SMS.
- Kindly key in your New NRIC Number / Passport Number and the OTP, then click “Login”.
- Upon successful login, a message “Your password has expired. Please change your password” will be prompted and you need to click “ok”. You may change your password by entering the current password (OTP), new password and confirm the password.
- You have to change the OTP within 7 days by activating your Customer Portal account.
- If you fail to activate the OTP within 7 days, you are required to click on Forgot Password and a fresh OTP will be sent to your mobile phone number registered with us.
- You may watch our Video Guide for your easy reference or view our Step by Step Guide
4. What is Auto-registration ?
If you have not registered as our Customer Portal user and has provides us with a mobile phone number, you will be auto registered when your newly purchased policy is approved and turned in Force
A One Time Password (OTP) will be sent to you via SMS to your registered mobile phone number and you may click the SMS link.
Kindly key in your New NRIC Number / Passport Number and OTP, then click “Login”.
A message “Your password has expired. Please change your password” will be prompted and you will need to click “ok”. You may change your password by entering the current password (OTP), new password and confirm password.
You have to change the OTP within 7 days by activating your Customer Portal account.
If you fail to activate the OTP within 7 days, you are required to click on “Forgot Password” and a fresh OTP will be sent to your mobile phone number registered with us.
5. Why I cannot register for Customer Portal ?
Policy Owner’s data has to match with our database records and the common reasons for unsuccessful registration can be due to any of the following un-match records:
-
NRIC/Passport Number
- You have not update your New NRIC/Passport Number
- Our database is still holding your Birth Certificate Number/Old NRIC
-
Policy Number
- You may have entered an incorrect policy number
- You may have entered a policy number with an unmatched Policy Owner name
-
Full Name
- Name keyed in does not match with our records
-
Mobile Phone Number
- The mobile phone number keyed in during registration is different from our records
-
Email Address
- The email address keyed in is different from our records
In order to update your latest mobile number, please complete Personal Particular Update Form and email to us at
customercare@tokiomarinelife.com.my.
Alternatively, you may also reach us via
Live Chat or Customer Care Hotline at 03-2603 3999 for further assistance
6. Do I need to register again each time when I purchase a new policy ?
No, registration Customer Portal only take place one time as it recognizes the Policy Owner’s NRIC/Passport ID.
7. Do I need to register again in order to login to mobile app (oneTokio) ?
No, you may use the same login ID (NRIC Number) and password to login to oneTokio vice versa if you have register via oneTokio and you may use the same credentials to login Customer Portal.
8. What is the difference between Customer Portal and oneTokio ?
Customer Portal is a web portal that enables you to view your life insurance policy details and perform online services securely whereas oneTokio is a mobile application designed for our customers to have a quick access to their policy details anytime. Important health related information is also made available at oneTokio.
You may click on
oneTokio to learn about our mobile app
9. What is One Time Password (OTP) ?
One Time Password (OTP) is a temporary 6-digit password that will be sent via SMS to your mobile phone number which is registered with us.
10. Will there be any expiry date for One Time Password (OTP) ?
Yes. The One Time Password (OTP) will expire after 7 days.
11. Why I did not receive One Time Password (OTP) ?
Possible reasons for not receiving the OTP could be any of the following:
- You have not update your latest Mobile Phone Number with us
- Your current location may be outside the respective telco network coverage area.
- Your Telco network operator may be experiencing temporary technical maintenance.
- Your SMS Inbox is full.
- Call Blocker App is installed to exclude SMS short code number
Alternatively, you may contact us via Live Chat or Customer Care Hotline at 03-2603 3999 for further assistance
12. Can I receive my One Time Password (OTP) via email instead of SMS to my mobile phone?
No, One Time Password (OTP) will be sent via SMS to your mobile phone number registered with us.
13. How do I change my password ?
- Logon to www.tokiomarinelife.com.my/eServices
- Click on ‘My Profile’
- Select ‘Change Password’
- Key in the current password
- Key in New Password
- Confirm New Password
- The new password criteria must be:
-
- At least 8 character long
- Contains Capital Letter / Uppercase
- Contains a special character such as @,#, $,*,!
- Contains Numeric
- Contains Small Letter / Lowercase
14. Why are there so many requirements in creating my own password ?
This is to ensure that Customer Portal access is being protected to reduces the risk of unauthorised login
15. What should I do if I have forgotten my Password or my One Time Password has expired ?
- Click on Forgot Password
- Key in your new NRIC Number / Passport Number
- Click Submit
- A One Time Password (OTP) will be sent to your registered mobile number via SMS.
- Upon successful login, a message “Your password has expired. Please change your password” will be prompted and you need to click “ok”. You may change your password by entering the current password (OTP), new password and confirm password.
- You have to change the OTP within 7 days by activating your Customer Portal account.
- If you fail to activate the OTP within 7 days, you are required to click on “Forgot Password” and a fresh OTP will be sent to your mobile phone number registered with us.
- You may watch our Video Guide for your easy reference.
16. After changing my One Time Password and create my own password, will it expired again ?
No, your password will not expire but we do encourage you to change your password from time to time for security purposes.
17. Can I create my new password which is same with my old password ?
No, you are required to create a different password for security purposes
18. What would happen if I have yet to update my new mobile phone number ?
You will not be able to receive any One Time Password (OTP) or proceed with registration @ Customer Portal
To update your latest mobile number, please complete Personal Particular Update Form and email to us at
customercare@tokiomarinelife.com.my. Alternatively, to contact our
Live Chat or Customer Care Hotline at 03-2603 3999 for further assistance
19. Do I need to register Customer Portal each time I purchase a new policy ?
No, registration Customer Portal only take place one time as it recognizes the Policy Owner’s NRIC/Passport ID