Thailand Office of Insurance Commission convenes third 2025 industry meeting to reduce insurance complaints and tighten claims and service handling

The Thailand Office of Insurance Commission held its third 2025 round of discussions with the insurance industry on strengthening consumer protection and reducing complaints and disputes, focusing on service and claims handling by life and non-life insurers. The meetings, held separately with life insurers and with all non-life insurers alongside the Thai General Insurance Association, reviewed progress on compliance with Service Level Agreement timeframes, coordination via the insurance fast-track system (ISC), and handling complaints at the officer stage, as well as mediation by experts and arbitration. The Office also urged insurers to accelerate earthquake-related claim payments within prescribed timelines. Practical issues were raised around PPMS phase 2, the fully online complaints submission system, including case status visibility and supporting documentation, with the Office planning in-depth focus group training on online complaint management. The discussions also covered the impact of anti–mule account measures on premium collection and claims payments, with proposed approaches including interest relief for policyholders affected by frozen premium-transfer accounts and directing claim payments to unfrozen accounts or via crossed cheques payable to the claimant, noting that cash payments are not permitted by law. Next steps include the planned focus group training on PPMS phase 2 and further insurer work to study and prepare for potential insurance arrangements for foreign tourists visiting Thailand.