Following directives from Office of the Insurance Commission (OIC) Secretary-General Chuchat Pramoonpol to ensure tangible results in protecting public rights and benefits at the local level, and integrate work between the central and regional offices for effective monitoring and resolution of complaints, the regulator organised a seminar.
The aim of the seminar was to improve the efficiency of complaint and claims management, as well as foster understanding and standardised practices among the central and regional OIC offices and the insurance industry.
Some measures the OIC is promoting, in collaboration with the insurance industry, to reduce disputes and complaints include:
- Establishing key performance indicators (KPIs) to improve the efficiency of claims management and reduce disputes
- Enhancing the efficiency of the Complaint Unit to screen and review cases before they are submitted to the OIC
- Improving the claims review process and authority to reduce time needed for approval processes at headquarters
- Requiring companies to review all complaints submitted through the Insurance Service Center (ISC).
If disputes cannot be resolved at the local level, the Consumer Protection Division will collaborate with provincial OIC offices via online channels to improve dispute resolution efficiency and protect public rights.
The OIC also stated that it will inspect the top five insurance companies with the highest proportion of complaints filed in 2025, compared to the number of active insurance policies.
The regulator noted that the inspections will involve examining claims management and compliance with service level agreements. The data on problems, complaint statistics and company operations will then be used to determine corrective measures.
Furthermore, the OIC will enhance regional oversight of the insurance business to include market conduct, particularly for companies with high complaint rates in both central and regional areas. The OIC will also empower insurance company branches to adequately handle complaints promptly and efficiently in their respective areas, without necessarily having to wait for the head office.