Thailand's insurance regulator, the Office of Insurance Commission (OIC) recently held a discussion with insurers.
The objectives of the discussion were to foster cooperation between government agencies and the insurance sector to improve service standards, reduce the number of complaints and disputes, as well as build public confidence in receiving transparent, fast and fair services.
At the meeting, guidelines to ensure insurance companies cooperate in order to improve service standards were set, with an emphasis that insurers must set up a Complaint Unit to systematically manage complaints and regularly report results to the OIC.
Dispute mediation
Additionally, another guideline requires insurers to send representatives with decision-making authority to participate in dispute mediation processes, as well as prepare complete information and evidence to ensure effective negotiations.
There was also a discussion on the development of a dispute mediation system via the Microsoft Teams platform to increase convenience, reduce time required and support the new OIC system to increase the efficiency of data linkage between the regulator and insurers.
Insurers must promptly notify the OIC of major events affecting the public and follow up on payment of compensation to ensure that it is prompt and fair, as well.
Aid after the earthquake
The OIC also laid down guidelines for providing aid after the earthquake that struck Myanmar, which also affected Thailand, on 28 March 2025, by requesting that insurers urgently verify the information of the deceased and injured to check if they are covered by an insurance policy.
If it is found that they have coverage, the company must urgently coordinate and follow up in order to promptly pay compensation, in order to support them.
In terms of caring for the insured, the OIC and the insurance sector are prepared to provide services by setting up an insurance help centre and a 24-hour OIC hotline, 1186, as well as the Chatbot @oicconnect service to provide advice and assistance to those affected.