The Thailand Office of Insurance Commission (OIC) has launched a 2026 travelling seminar programme on complaints handling and insurance dispute resolution, setting a target to reduce complaints filed with the OIC by at least 15% and shifting its approach from post-incident remediation to “upstream” prevention. The OIC cited 13,327 complaints against non-life insurers in 2025, mainly linked to motor insurance and claims for loss of use. It outlined expectations that insurers strengthen claims assessment processes and service standards, use internal complaint review functions (Complaint Units) to filter and assess cases more thoroughly, and set key performance indicators (KPIs) alongside stricter monitoring of service-level agreements (SLAs). Supervisory follow-through is expected to include deeper on-site inspections, escalation to a firm’s risk management committee where similar complaints rise significantly, and more intensive measures for persistently high-complaint firms such as capital increases, limits on new product launches and branch expansion, and administrative fines; the OIC also plans to publish a company “Rating Score” via a public dashboard to show customer-care and complaint-management performance. The OIC intends to use feedback from the seminar to hold further discussions with the Thai General Insurance Association to finalise practical approaches for claims processes and customer communications, and it plans to extend the travelling seminar programme to regional areas in the North, Northeast and South while monitoring implementation and pursuing legal action where firms fail to meet their stated KPIs and SLAs.

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