Tokio Marine partners with Salesforce to drive AI Transformation

Tokio Marine Holdings and its subsidiary Tokio Marine & Nichido Fire Insurance have entered into a strategic partnership with Salesforce Japan to accelerate AI-driven business process redesign. The collaboration aims to enhance customer experience across contact centers, agencies, and branch offices, while building in-house talent skilled in AI-enabled process transformation.

Tokio Marine already uses Salesforce for core operations, including its agency management platform TNEXT and contact center system. The new initiative will expand these capabilities with Salesforce’s Agentforce, an autonomous AI agent, to develop AI-powered contact centers and systems that recommend tailored insurance solutions based on customer data.

The announcement comes as Salesforce faces a class action lawsuit over a May 2025 data breach that exposed sensitive information from more than 1.1 million Farmers Group customers.