The Thailand Office of Insurance Commission has directed its central and regional offices to strengthen policyholder protection through more proactive supervision and earlier intervention in complaints and claims problems. During a visit to Buriram on July 5, the secretary-general set priorities that include improving claims management, reducing the number of complaints escalated to the regulator, raising insurers’ service standards, strengthening insurers’ internal complaint units, tightening market conduct oversight, and using complaint data to improve service quality and reduce disputes. The policy was carried into operations through a seminar in Buriram on July 6-7 involving regional OIC offices and insurance companies. Discussions focused on complaint trends, obstacles in claims administration, faster resolution of complaints within set timeframes, stronger roles for insurers’ complaint-handling functions, and improving the capacity of regional branches to resolve customer issues directly. On July 7, OIC teams inspected insurer branches in Buriram to assess complaint intake, claims assessment and payment, customer service, and compliance with OIC standards, while also collecting operational feedback from branch staff. The initiative is linked to Thailand’s fifth Insurance Development Plan for 2026-2030. The OIC said it will continue coordinating with the insurance industry to improve complaint management, dispute resolution, and insurance supervision.

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