Tokio Marine
Tokio Marine in the UAE is a branch of Tokio Marine & Nichido Fire Insurance of Japan, part of Tokio Marine Holdings, and opened in Dubai in 1976. Al Futtaim Development Services is its UAE agent. It sells car, home and travel insurance to individuals, and business cover such as property, marine cargo and motor fleet.
Out of 5 from 617 Google reviews across 3 offices
- Trustpilot3.516 ratings
An average is not a sign of trust. Read recent reviews yourself before you decide.
What customers sayWhat customers say about Tokio Marine
Tokio Marine averages 3.3 out of 5 across 617 Google reviews of its UAE offices, read 5 Nov 2026. Those reviews cover everything it sells, not only car insurance.
Counts come from the 52 reviews we read that are about car insurance, most from 2021 to 2026.
What customers praise
Claim paid or repair handled smoothly6 of 52
Tokio marine was so quick in transferring the money to my account in almost 2 days.. no hassle whatsoever
Helpful staff during a claim5 of 52
Customer service people were professional and kept me updated about each status.
What customers complain about
Calls and emails go unanswered16 of 52
If you send them an email good luck to receive an answer (2 weeks if you are lucky)
Long waits for repairs and claim decisions16 of 52
very bad experience more than a month to process the repair procedure
Disputes over what the repair covers or how much is paid10 of 52
As per them the broken axel is because of wear and tear not because of accident.
Replacement car late, refused or not as expected10 of 52
they promised to provide a rent a car when car is in garage and they still didn't arrange it
Read the Google reviews for each office
Tokio Marine car insurance
Tokio Marine sells two comprehensive plans, Tokio Must and Tokio Smart Plus, and a third party plan, Tokio Third Party. Motor fleet cover is sold separately to businesses.
| Plan | Type | What it is |
|---|---|---|
| Tokio Must (Comprehensive Insurance) | Comprehensive | Own damage and third party cover, with repairs at approved garages. No agency repair in the plan table.2 |
| Tokio Third Party | Third party | The company describes it as the cover the law requires. It pays for injury and damage to others, not your own car.2 |
| Tokio Smart Plus | Comprehensive | Shown in the plan table only. It adds 3 years of agency repair and third party property cover of AED 3.5 million.2 |
| Motor Fleet Insurance | Other | Comprehensive or third party cover for business vehicles, with roadside assistance on the comprehensive policy.11 |
| Cover | With this insurer | Details |
|---|---|---|
| Agency repair | Depends on plan | The plan table gives Tokio Smart Plus free agency repair for 3 years from first registration as new, and shows none on Tokio Must or Third Party. A promotional block on the same page says comprehensive cover offers agency repairs for up to 5 years. Check your policy schedule.2 |
| Agency repair after year three | Depends on plan | The standard policy says the insurer may agree to agency repair after the first three years if you ask when taking the policy, for a higher premium.27 |
| Garage repair | Included | The site lists approved garages in Dubai, Sharjah, Abu Dhabi, Al Ain, Ras Al Khaimah, Fujairah and Ajman.10 |
| Self-authorised repairs | Depends on plan | For small claims you can use a garage of your choice up to a pre-approved limit: AED 1,000 on Tokio Must, AED 2,000 on Tokio Smart Plus. Not on Third Party.2 |
| Roadside assistance | Depends on plan | 24-hour accident and breakdown recovery comes with Tokio Must and Tokio Smart Plus. It is not included with Third Party.2 |
| Replacement car | Depends on plan | The plan table shows Tokio Must up to 10 days and AED 100 a day, Tokio Smart Plus optional at up to 10 to 15 days and AED 100 a day, and Third Party up to 10 days and AED 300 a day if the claim is not your fault, paid against actual bills. The questions on the same page say a hire car is covered only if the clause is in your policy schedule, for an additional premium, generally for 7 to 10 days. A promotional block says optional, up to 15 days. Check your policy schedule.2 |
| Taxi fare | Depends on plan | If the car is not roadworthy: up to AED 200 on Tokio Must, AED 350 on Tokio Smart Plus. Not on Third Party.2 |
| Personal accident cover for driver and passengers | Depends on plan | Included on Tokio Must and Tokio Smart Plus. Optional on Third Party.2 |
More cover details (20)
| Cover | With this insurer | Details |
|---|---|---|
| Free personal injury cover | Depends on plan | AED 10,000 on Tokio Must, AED 15,000 on Tokio Smart Plus. Not on Third Party.2 |
| Emergency medical expenses | Depends on plan | AED 3,000 on Tokio Must, AED 4,000 on Tokio Smart Plus. Not on Third Party.2 |
| Oman cover | Depends on plan | Tokio Must and Tokio Smart Plus cover damage to your own car in Oman. Third party cover in Oman is not included: you buy an Orange Card at the border. Not on Third Party.2 |
| Geographical area | Included | The plan table lists the UAE as the area for all three plans.2 |
| Off-road cover | Depends on plan | Tokio Must and Tokio Smart Plus, for 4WD vehicles with off-road capability only. Excluded for safari activities, competitions or events.2 |
| Storm, flood, riot, strike and civil commotion | Depends on plan | Included on Tokio Must and Tokio Smart Plus. Not on Third Party.2 |
| Windscreen | Depends on plan | The excess on windscreen damage is waived once on Tokio Must and Tokio Smart Plus. Not on Third Party.2 |
| New car replacement | Depends on plan | If the car is a total loss within 6 months of first registration as new with 0 km. The plan table shows 6 months with a tick on Tokio Smart Plus and 6 months with no tick on Tokio Must. Promotional text on the same page gives 6 months without naming a plan. Not on Third Party.2 |
| Excess | Depends on plan | Tokio Must and Tokio Smart Plus. 4WD: AED 350 if insured for under AED 100,000, AED 500 above. Saloon: AED 250 if insured for under AED 150,000, AED 500 above. No excess if the accident is not your fault.2 |
| Excess in the standard policy | Depends on plan | Schedule 3 of the standard policy sets maximum excesses from AED 350 to AED 1,400 for private vehicles with up to 9 passengers, by car value. The car page plan table gives AED 250 to AED 500. Check your policy schedule.27 |
| Young driver excess | Depends on plan | An under age deductible of 10% applies on Tokio Must and Tokio Smart Plus. The standard policy allows up to 10% of the claim when the driver is under 25.2 |
| No-claims discount | Depends on plan | The car page offers up to 20% off for an accident-free record of at least 1 year. The plan table has two No Claim Discount rows: one ticks Tokio Must and Third Party and shows Not Included for Tokio Smart Plus, the other ticks all three. Check your policy schedule.2 |
| Third party property damage | Included | AED 2 million on Tokio Must and Third Party. AED 3.5 million on Tokio Smart Plus. Third party bodily injury is unlimited on all three.2 |
| Liability to family members | Depends on plan | Up to AED 200,000. Included on Tokio Must and Tokio Smart Plus, optional on Third Party.2 |
| Personal belongings | Depends on plan | AED 2,500 on Tokio Must, AED 3,500 on Tokio Smart Plus. Not on Third Party.2 |
| National Ambulance cover | Included | AED 6,770 on all three plans.2 |
| Age limit for comprehensive cover | Depends on plan | Comprehensive cover is for vehicles up to 10 years old. Older vehicles go to the motor underwriters case by case.2 |
| Car value | Depends on plan | The value is based on the average market value of the same vehicle, then reduced by 15% a year.2 |
| Policy length | Included | Policies can run 13 months, because the traffic authorities give a one-month grace period for registration.2 |
| Total loss | Depends on plan | The standard policy treats the car as a total loss if repairs would cost more than 50% of its value before the accident.27 |
Check before you buy
- A quote needs UAE residence and a valid UAE driving licence. A foreign licence must be converted first.2
- Off-road cover does not apply to safari activities, competitions or events.2
- Third party cover for Oman is not included. You buy an Orange Card at the border.2
- The insurance does not pass to a new owner when the car is sold.2
- The car page says you can cancel when the car is sold or exported, with a short-rate refund if no claim was reported during the policy period.2
- The standard policy says you can end it on seven days written notice, with a short-rate refund if there is no paid or pending claim for an accident you caused. The car page gives the sold or exported terms. Check your policy schedule.27
- The standard policy excludes natural disasters such as floods and earthquakes. Tokio Must and Tokio Smart Plus add storm and flood.27
- Tyre damage is not covered unless it happens together with damage to the car.27
- Damage is not covered if the driver is unlicensed, or is proven to be under the influence of alcohol or drugs.27
- The standard policy excludes speed races or tests where that is the main cause of the accident.27
- Third party cover does not pay for your own car, or for losses from natural disasters.28
Policy documents
- Motor Claim FormClaim form
- Motor Claim Procedure (Arabic, Japanese, English)Brochure
- Motor PAB Wordings Revised on 09.06.2014Policy wording, 2014
- Unified Motor Vehicle Insurance Policy Against Loss and DamagePolicy wording
How to claim with Tokio Marine
- Claims phone600503030
- Roadside help600508181
- Claim onlineOpen claim page
24/7 towing, battery boost, flat tyre help, lock out help and petrol delivery. You pay for the fuel. Breakdown towing is to the agency or nearest garage within the city limits. Off-road recovery is in daylight only.7
Steps
- Help anyone injured and call the police on 999.2
- Get a police report. The company says UAE law requires one to make a claim.2
- Report the claim online or call 600 50 3030.6
- Take the car to an approved garage, or a dealer workshop if you are eligible.6
- Submit your documents. You can give them to the garage.6
- Wait for a surveyor to inspect the car and agree the repair cost.6
- Wait for the garage or dealer to tell you the repair is finished.6
- Pay any excess at the garage when you collect the car.6
- Inspect the car and sign the discharge receipt.6
- The report a claim page gives the claims line hours as 8am to 5pm, Monday to Friday. The car insurance page gives 8am to 8pm, Sunday to Thursday. The two do not match, so check before relying on either.6
- If a third party is at fault, the report a claim page says the repair order can take up to 72 working hours from notifying the other insurer when the estimate is over AED 5,000 (non-agency) or AED 10,000 (agency). The car insurance page says that over AED 5,000 the other insurer usually takes three working days to inspect the car.6
- Missing documents may delay authorisation to start the repair. Repairs may also be delayed if parts are not available.6
- After a website complaint, the company says it will give an update within three working days if the issue is not resolved.8
Not happy with a claim? Use the Tokio Marine complaints page first. How to take a complaint to Sanadak.
About Tokio Marine
- Legal name
- Tokio Marine & Nichido Fire Insurance Co.Ltd
- Founded
- 1976 (UAE branch)13
- Type
- Conventional insurer29
- Owner
- A branch of Tokio Marine & Nichido Fire Insurance of Japan, part of Tokio Marine Holdings. Al Futtaim Development Services acts as its UAE agent.13
- Listed on
- Parent Tokio Marine Holdings is listed on the Tokyo stock exchange, code 876618
- Headquarters
- Single Business Tower, Sheikh Zayed Road, Dubai5
- UAE branches
- Two offices: Dubai and Abu Dhabi5
- Also sells
- Home, Travel, Health, Personal accident, Property, Marine cargo, Workmen compensation, Public liability, Business packages3
- Central Bank
- Listed in the CBUAE register, September 2026, number 451
Financial strength
The ratings and figures belong to the Japanese company and its group. The UAE business is a branch of that company.
| Agency | Grade | Covers | Date |
|---|---|---|---|
| AM Best | A++ (Superior) financial strength, aa+ issuer credit, Stable15 | Parent group | 25 Sept 2026 |
| S&P Global Ratings | A+ financial strength, Positive17 | Parent group | 20 Feb 2026 |
| Fitch Ratings | AA- (Very Strong) insurer financial strength, Stable16 | Parent group | 6 Feb 2026 |
| Moody's | Aa3 insurance financial strength, Stable14 | Parent group | 24 Feb 2026 |
| Period | Premiums | Profit | Assets | Solvency |
|---|---|---|---|---|
| FY2025, year to 31 March 2026. Tokio Marine & Nichido Fire, Japan, company only. Premiums are direct premiums written. (group)19 | JPY 2.81tn | JPY 731.13bn | JPY 9.76tn | |
| FY2025, year to 31 March 2026. Tokio Marine Holdings, whole group, Japanese GAAP. Premiums are direct premiums written including deposit premiums. (group)18 | JPY 6.35tn | JPY 980.43bn | JPY 31.96tn | |
| 31 March 2026. Tokio Marine Holdings, whole group, economic value-based solvency margin ratio, from the company's own report. AM Best's release of 25 September 2026 gives the group's economic solvency ratio at the same date as 268%. (group)20 | 207.8% |
News and official actions
- Official action
Japan's Financial Services Agency ordered Tokio Marine & Nichido Fire and three other insurers to improve their business operations after information leaks at their insurance agencies in Japan.21
- Official action
The Japan Fair Trade Commission issued cease and desist orders and surcharge payment orders against Tokio Marine & Nichido Fire and other insurers for coordinating premiums and bids on contracts in Japan, including car insurance for the Tokyo police.31
- Official action
Japan's Financial Services Agency issued a business improvement order to Tokio Marine & Nichido Fire and other large insurers in Japan over price fixing in contracts with corporate clients.23
- AM Best affirms A++ rating of Tokio Marine & Nichido Fire
AM Best kept the rating of the Japanese company and its subsidiaries at A++ (Superior), with a stable outlook.15
- Tokio Marine UAE appoints Purple Fable as creative and social media agency
The role covers social media management and performance marketing for the UAE business.30
- Tokio Marine Holdings reports results for the year to March 2026
Group net income under Japanese accounting rules was 980.4 billion yen, down from 1,055.3 billion yen the year before.18
- S&P raises Tokio Marine Group outlook to positive
S&P kept the A+ rating on core group companies and revised the outlook from stable to positive.17
Contact Tokio Marine
- Phone043502777
- Toll free8008663
- Emailcallcenter@tmnf.ae
- Hours8am to 5pm, Monday to Friday
- Head officeOffices 302-305, Floor 3, Single Business Tower, PO Box 152, Sheikh Zayed Road, Dubai
Common questions
What is the Tokio Marine claims number in the UAE?
The claims line is 600 50 3030, or you can report a car claim online. The report a claim page gives its hours as 8am to 5pm, Monday to Friday, and the car insurance page gives 8am to 8pm, Sunday to Thursday.6
What is the Tokio Marine roadside assistance number?
Call 600 50 8181. The service is run by AAA.7
Does Tokio Marine give agency repair?
The plan table gives Tokio Smart Plus 3 years from first registration as new and shows none on Tokio Must. A promotional block on the same page says up to 5 years on comprehensive cover, so check your policy schedule.2
Does Tokio Marine car insurance cover Oman?
Tokio Must and Tokio Smart Plus cover damage to your own car in Oman. Third party cover, the Orange Card, is bought separately at the Oman border.2
How old can my car be for Tokio Marine comprehensive insurance?
Comprehensive cover is for vehicles up to 10 years old. Older vehicles are reviewed case by case by the motor underwriters.2
Can I get Tokio Marine car insurance with a foreign licence?
The company gives quotes to UAE residents with a valid UAE driving licence. A foreign licence must be converted to a UAE one first.2
What is Tokio Marine rated?
AM Best rates the Japanese company A++ with a stable outlook, as of September 2026. The rating belongs to the Japanese company, of which the UAE business is a branch.15
Sources
31
1Central Bank of the UAE, CB Register September of 2026. Last checked 4 Nov 2026. Source document: CB Register September of 2026
2Tokio Marine UAE, Car Insurance. Last checked 5 Nov 2026. Source document: Car Insurance
3Tokio Marine UAE, Home page. Last checked 5 Nov 2026. Source document: Home page
4Tokio Marine UAE, About Tokio Marine. Last checked 5 Nov 2026. Source document: About Tokio Marine
5Tokio Marine UAE, Contact Us. Last checked 5 Nov 2026. Source document: Contact Us
6Tokio Marine UAE, How to report a claim. Last checked 5 Nov 2026. Source document: How to report a claim
7Tokio Marine UAE, Road Side Assistance. Last checked 5 Nov 2026. Source document: Road Side Assistance
8Tokio Marine UAE, Submit your Complaint. Last checked 5 Nov 2026. Source document: Submit your Complaint
9Tokio Marine UAE, Policy Wording References. Last checked 5 Nov 2026. Source document: Policy Wording References
10Tokio Marine UAE, Garage Locator. Last checked 5 Nov 2026. Source document: Garage Locator
11Tokio Marine UAE, Motor Fleet Insurance. Last checked 5 Nov 2026. Source document: Motor Fleet Insurance
12Tokio Marine UAE, Terms & Conditions. Last checked 5 Nov 2026. Source document: Terms & Conditions
13Tokio Marine Holdings, Business & Solutions: TMNF Dubai branch. Last checked 5 Nov 2026. Source document: Business & Solutions: TMNF Dubai branch
14Tokio Marine Holdings, Rating Information, as of 24 February 2026. Last checked 5 Nov 2026. Source document: Rating Information, as of 24 February 2026
15AM Best via Business Wire, AM Best Affirms Credit Ratings of Tokio Marine & Nichido Fire Insurance Co., Ltd. and Its Subsidiaries, 25 September 2026. Last checked 5 Nov 2026. Source document: AM Best Affirms Credit Ratings of Tokio Marine & Nichido Fire Insurance Co., Ltd. and Its Subsidiaries, 25 September 2026
16Fitch Ratings, Fitch Affirms Tokio Marine & Nichido at IFS 'AA-'; Outlook Stable. Last checked 5 Nov 2026. Source document: Fitch Affirms Tokio Marine & Nichido at IFS 'AA-'; Outlook Stable
17S&P Global Ratings, Research Update: Tokio Marine Group Outlooks Revised To Positive. Last checked 5 Nov 2026. Source document: Research Update: Tokio Marine Group Outlooks Revised To Positive
18Tokio Marine Holdings, Summary of Consolidated Business Results under Japanese GAAP, year ended 31 March 2026. Last checked 5 Nov 2026. Source document: Summary of Consolidated Business Results under Japanese GAAP, year ended 31 March 2026
19Tokio Marine Holdings, Information of major subsidiaries' business results, year ended 31 March 2026. Last checked 5 Nov 2026. Source document: Information of major subsidiaries' business results, year ended 31 March 2026
20Tokio Marine Holdings, Economic Value-based Solvency Margin Ratio as of 31 March 2026. Last checked 5 Nov 2026. Source document: Economic Value-based Solvency Margin Ratio as of 31 March 2026
21Japan Financial Services Agency, FSA Weekly Review No.630. Last checked 5 Nov 2026. Source document: FSA Weekly Review No.630
22Tokio Marine Holdings, Submission of Business Improvement Plan to the Japan Financial Services Agency by our Subsidiary, 9 May 2025. Last checked 5 Nov 2026. Source document: Submission of Business Improvement Plan to the Japan Financial Services Agency by our Subsidiary, 9 May 2025
23The Business Times, Japan penalises top property insurers for price fixing. Last checked 5 Nov 2026. Source document: Japan penalises top property insurers for price fixing
24Trustpilot, Tokio Marine & Nichido Fire Insurance Company profile. Last checked 5 Nov 2026. Source document: Tokio Marine & Nichido Fire Insurance Company profile
25Tokio Marine UAE, Motor Insurance Claim Form, Wayback Machine copy of 25 April 2024. Last checked 5 Nov 2026. Source document: Motor Insurance Claim Form, Wayback Machine copy of 25 April 2024
26Tokio Marine UAE, Motor claim procedure, Wayback Machine copy of 23 July 2025. Last checked 5 Nov 2026. Source document: Motor claim procedure, Wayback Machine copy of 23 July 2025
27Tokio Marine UAE, Unified Motor Vehicle Insurance Policy Against Loss and Damage, Wayback Machine copy of 30 May 2023. Last checked 5 Nov 2026. Source document: Unified Motor Vehicle Insurance Policy Against Loss and Damage, Wayback Machine copy of 30 May 2023
28Tokio Marine UAE, Third Party Liability Insurance. Last checked 5 Nov 2026. Source document: Third Party Liability Insurance
29eSanad (broker site), Tokio Marine & Nichido Fire Insurance Co. Ltd. UAE. Last checked 5 Nov 2026. Source document: Tokio Marine & Nichido Fire Insurance Co. Ltd. UAE
30Campaign Middle East, Tokio Marine Insurance UAE picks Purple Fable Marketing for creative, social media. Last checked 5 Nov 2026. Source document: Tokio Marine Insurance UAE picks Purple Fable Marketing for creative, social media
31Japan Fair Trade Commission, The JFTC Issued Cease and Desist Orders and Surcharge Payment Orders against Non-Life Insurance Companies, 31 October 2024. Last checked 5 Nov 2026. Source document: The JFTC Issued Cease and Desist Orders and Surcharge Payment Orders against Non-Life Insurance Companies, 31 October 2024
- Owner
- Carinsurance.ae research team
- Last review
- Next review due
- 4 May 2027
- Status
- Published