Thailand's Office of Insurance Commission held its second 2025 meeting with representatives from all life and non-life insurers to set out measures to reduce insurance complaints and disputes, pushing firms to raise service standards for policyholders and claimants and to handle complaints more quickly, transparently and fairly. The Office called on companies to monitor and assess service delivery against service time standards under their service level agreement (SLA) frameworks and to use complaint data as a performance indicator to drive service improvements. It also highlighted the need for transparent fact-finding and claims payments consistent with legal requirements and principles of fairness, alongside more efficient dispute handling across review, mediation and registered external expert stages, including arbitration processes that allow for mediation before an arbitration panel is appointed. A specific focus was placed on emerging issues in electric vehicle motor insurance, including rapid depreciation affecting valuation, limits on verifying technical information and delays in sourcing spare parts, with insurers asked to help customers and the public understand these constraints.
Thailand Office of Insurance Commission 2025-06-18
Thailand's Office of Insurance Commission urges insurers to tighten SLA-based service standards and speed up complaint resolution with focus on EV motor insurance
Thailand's Office of Insurance Commission convened with life and non-life insurers to enhance service standards and expedite complaint handling. Insurers are urged to monitor service delivery against SLA standards and use complaint data for performance improvements. The meeting also addressed challenges in electric vehicle motor insurance, emphasizing transparency and efficient dispute resolution.