The Thai insurance regulator has asked all insurance companies to manage (customer) complaints more quickly, more transparently, and with improved efficiency. It has said the insurers should ensure that all complaints and disputes are resolved by arbitration or even by mediation at the pre-arbitration level to reduce complaints and resolve them as soon as possible.
A press release issued by the Office of the Insurance Commission (OIC) said it is important to reduce complaints and each insurance company should monitor and evaluate its service performance in accordance with the Service Time Requirement.
OIC said the information from complaints should be used as inputs to improve service quality and promote transparency in the process of clarifying facts and paying claims in accordance with the law and the principle of fairness.
The OIC said this is important especially in issues related to electric vehicle insurance. There is a tendency to have some issues with electric vehicle sellers due to unique characteristics and complexity, such as the rapid decline in the valuation of electric vehicles and limitations in availability and checking technical data. Also, there is a problem of delayed arrangement of supply of electric vehicle spare parts for electric vehicle business operators.
The OIC said there is a dispute resolution optimisation guideline that asks insurance companies to understand the problem to customers (the insured and the public). The insurers should adhere to the prescribed guidelines.
The OIC has also held a meeting of all insurers (including all life and non-life) to discuss these issues and also ways to improve service standards for the insured and claimants under insurance policies.