If You Have Questions or Complaints About Payments
Provision of Information by Non-Life Insurance
Companies (Mutual Insurance Associations)
to Victims and Policyholders
Non-life insurance companies (mutual insurance associations) are required to provide information on CALI payments (mutual insurance payments) in writing to claimants. This allows a victim or insurance/mutual insurance policyholder who claims CALI payments (mutual insurance payment) to obtain the necessary information to the extent required by the Act on Securing Compensation for Automobile Accidents to ensure that the claims are properly paid.
- Overview of Criteria for Payment, CALI payment (mutual insurance payment) procedures, and dispute resolution systems when you file a claim
- If payment is made, you are entitled to information on the amount of payment, the grade of residual disability and the reason for its determination, the percentage of reduction in the case of a reduction due to gross negligence and the reason for its determination, and the procedures for filing an objection.
- If CALI payments (mutual insurance payments) are not paid, you are entitled to information on the reason why.
As well as the above, you can request any additional (detailed) information you require from the non-life insurance company (mutual insurance association).
Filing of an Objection
If you have any objection to the decision of the non-life insurance company (mutual insurance association), such as the amount of CALI insurance payment (mutual insurance payment) (grade of residual disability), you can file an objection with the non-life insurance company (mutual insurance association). Cases involving filing of an objection are examined by the CALI (mutual insurance) Claim Assessment Board at GIROJ, with the participation of outside experts. Please contact your non-life insurance company (mutual insurance association) or the General Insurance Association of Japan for details of the system and specific procedures.
System for Dispute Resolution by
a Third-Party Organization
In the event of a dispute between a victim or policyholder and a non-life insurance company (mutual insurance association) regarding CALI payments (mutual insurance payment), the victim or policyholder may apply for conciliation at the Foundation Jibaiseki Handling of Disputes Mechanism. This is a general incorporated foundation that provides dispute resolution (conciliation) as a fair, neutral and expertly informed third party organization, in order to achieve a faster resolution than the usual judicial relief.
Foundation Jibaiseki Handling of Disputes Mechanism
| Consultation service (phone number) | 0120-159-700 |
|---|---|
| Business hours | 9:00-12:00, 13:00-17:00 |
| Holidays | Saturdays, Sundays, national holidays, year-end and New Year holidays (December 28 to January 4) |
For more information, please visit the website of the Foundation Jibaiseki Handling of Disputes Mechanism.
System for Notifying the Minister of Land,
Infrastructure, Transport and Tourism
If a victim or a CALI/mutual insurance policyholder believes that the payment of CALI payments (mutual insurance payments) by the non-life insurance company (mutual insurance association) violates the Criteria for Payment, or that the non-life insurance company (mutual insurance association) has not carried out proper information provision procedures by providing information such as an outline of the Criteria for Payment in writing, they may notify such fact to the Minister of Land, Infrastructure, Transport and Tourism in accordance with Article 16-7 of the Act on Securing Compensation for Automobile Accidents (Notifying the Minister of Land, Infrastructure, Transport and Tourism).
Notifications can be made in the following situations.
If CALI payments (mutual insurance payments), etc. do not comply with the Criteria for Payment
<Example Cases>
- In the case of salaried or business income earners (except for part-time workers): When the minimum daily amount of 6,100 yen or more has not been paid, even though damages for missed work have been approved.
- When the cost of medical treatment has been recognized as damages, but the corresponding compensation for distress has not been paid.
- When a close relative or other person accompanies a child under 12 years of age to a hospitalization, but the nursing care fee has not been approved,
etc.
When a document has not been delivered
When the non-life insurance company (mutual insurance association) has not delivered the relevant documents for the following 1 to 3.
-
When a claim is filed with the non-life insurance company (mutual insurance association)
Outline of Criteria for Payment; outline of payment procedures for CALI payments (mutual insurance payments), etc.; outline of dispute resolution system -
When paid by a non-life insurance company (mutual insurance association)
Amount of payment, grade of residual disability and the reason for judgment, percentage of reduction in the case of reduction due to gross negligence and the reason for judgment, and procedures for filing of an objection -
When payment is not made by the non-life insurance company (mutual insurance association)
Reasons for nonpayment, procedures for filing of an objection
When a written explanation is not provided despite a request for such explanation in writing
When the non-life insurance company (mutual insurance association) does not provide a detailed explanation in writing as described in 1 to 3 below, in spite of a request for a detailed explanation in writing
- A written explanation of the reasons for the decision not to pay CALI payments (mutual insurance payments), etc., based on the Causal Relation Case Summary Sheet or other documents
- A written explanation of the result of the approval of the grade of residual disability or the failure to approve the residual disability, based on the Certificate of grade of residual disability or other documents
- A written explanation of any reduction in the amount of damages subject to CALI payments (mutual insurance payments), based on the Accident Situation Diagram and other documents
When notifying the Minister of Land, Infrastructure, Transport and Tourism, there is no particular format, but please refer to the following.
Download the reference form (PDF file)
Download the reference form (Word file)
Address to: Office of the Counselor for Insurance Programs, Logistics and Road Transport Bureau, Ministry of Land, Infrastructure, Transport and Tourism, 100-8918, Japan
(You do not need to write the full address. Only the zip code is needed. Please provide your mailing address only.)
If the Minister of Land, Infrastructure, Transport and Tourism finds that a non-life insurance company (mutual insurance association) has not paid CALI (compulsory automobile liability) insurance claims (mutual insurance), etc. in accordance with the Criteria for Payment or has not followed proper information provision procedures in response to a request from a victim or an insurance or mutual insurance association member, he/she will issue necessary instructions to the non-life insurance company (mutual insurance association) in accordance with Article 16-8 of the Act on Securing Compensation for Automobile Accidents (Instructions, etc.)
Please use this information to ease your
concerns and for support.
If You Are Involved in a Traffic Accident
The Ministry of Land, Infrastructure, Transport and Tourism (MLIT) has prepared a pamphlet titled "If You Are Involved in a Traffic Accident." This pamphlet informs and guides people who have been involved in a traffic accident about various systems and procedures. The challenges you face due to a sudden traffic accident will change over time. Please use the information in this pamphlet according to your situation at the time.
Traffic Accident Victim's Notebook
MLIT has created the “Traffic Accident Victim's Notebook” with the hope of providing support to automobile accident victims. The notebook allows victims and their families to record accident details and provides information about support systems available through police, local governments, and private victim support organizations. We also hope that it will provide support to all accident victims, and help to ease their concerns.