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Tokio Marine “TOKIO OMOTENASHI POLICY” Claim Guide (Japan)

Last updated: 2026-03-05

TOKIO OMOTENASHI POLICY is a visitor travel insurance plan for short stays in Japan. One key difference from many global insurers is that it offers a cashless medical service (direct payment to hospitals/pharmacies) if you contact the support desk in advance and the provider approves it.

Do this first: Keep your application completion email. It contains information you may need for claims.

Quick overview (30 seconds)

You typically have two paths:

Path A — Cashless medical service (recommended when available)

  1. Contact the support desk before you visit a clinic/hospital
  2. Get a suitable provider referral / confirmation
  3. If approved, the insurer can pay the hospital/pharmacy directly

Path B — Pay upfront → claim later (reimbursement)

  1. Pay at the clinic/pharmacy
  2. Collect receipts + itemized statements
  3. Submit claim following the instructions linked in your policy email/app

Step 0 — Save the 3 things you’ll need later

  1. Policy number (from your completion email)
  2. App / access setup info (activation code may be provided)
  3. A folder for documents (photos are fine)

Step 1 — If you need medical care: try cashless first

Why “call first” matters

The policy’s service guide explains that cashless medical service generally requires contacting the support desk in advance, and it may not be available if the hospital/pharmacy does not approve.

What the service can do (high level)

  • Refer you to a suitable hospital
  • Pay medical treatment and prescription charges directly to the hospital/pharmacy (when approved)

Step 2 — If you paid upfront: collect Japan documents (minimum set)

If cashless was not available (or you didn’t contact in time), reimbursement becomes a paperwork game. In Japan, try to leave with:

Japan tip: A formal doctor’s certificate can be expensive and may not be same-day. Start with receipt + itemized statement first, then add extra medical documentation only if requested.

Step 3 — How to contact support / start the claim (what to follow)

TOKIO OMOTENASHI POLICY communications often point you to use the information in your application completion email and follow the instructions provided there for policy details and claims-related actions.

Phone (subscriber support)

A subscriber contact page states you should contact them with your policy number ready, and provides a toll-free number and Tokyo number, noting availability 24/7.

Email (policy-related inquiries)

The “Description of Important Matters” document lists the policy inquiry email and business hours.

Practical rule: Use the channel shown in your policy email/app for your situation, and include your policy number in every message.

Step 4 — If you’re asked to “describe what happened”

Some claim workflows request a short incident / illness description. Keep it factual (5W1H) and match your documents.

Short (2 sentences)

On [date], the insured person [name] visited [provider, city, Japan] for [illness/injury]. I paid [amount] JPY and am requesting reimbursement; receipts and itemized statements are attached.

Standard (4–5 sentences)

On [date], the insured person [name] developed [symptoms/condition] and visited [provider name, city, Japan]. The visit involved [consultation/tests/medication]. I paid [amount] JPY at the time of service and am requesting reimbursement for these medical expenses. Supporting documents (receipt, itemized statement, and any available medical notes/records) are attached. No third party was responsible for this incident.

Step 5 — Follow-up (avoid delays)

  • Keep filenames clear (date + provider + doc type)
  • Reply quickly if support asks for one missing item
  • Store everything in one folder until payment completes

FAQ

Can I buy TOKIO OMOTENASHI POLICY after arriving in Japan?

A policy information page states it is for stays up to 31 days and that application is limited to people within a short window after entry (e.g., within 5 days including entry date).

When does coverage start?

A brochure states the insurance period begins on the entry date or the day after the application date, whichever is later.

Does it really offer cashless medical service?

Yes—the policy documents describe cashless medical service and note it requires contacting the support desk in advance and provider approval.

I didn’t call first. Can I still claim?

Often you may need to pay upfront and then seek reimbursement. Follow the instructions in your completion email/app and contact support with your policy number.

What languages are supported?

The “Description of Important Matters” notes that consultations can be handled in languages such as English/Chinese/Korean for illnesses/injuries via the support desk.

Why do you keep saying “save the completion email”?

Because the policyholder inquiry page explicitly says the completion email contains information needed to submit insurance claims and should be kept.

Official references

  • Description of Important Matters (TOKIO OMOTENASHI POLICY)
  • Policyholder inquiry / “keep your completion email” guidance
  • Subscriber phone contact page
  • TOKIO OMOTENASHI brochure (overview + services)

Related pages

Disclaimer

This page provides general information and is not insurance or legal advice. Claim steps, contact channels, and document requirements may vary—always follow the instructions shown in your policy confirmation email/app and official policy documents.