Call Center 1183

Service Level Agreement (SLA) of the Company

Underwriting and After-Sale Services

 Timeframe*
1. Underwriting, Risk Inspection, and Acceptance Notification
  •  •  Motor Insurance
Within7 business days
  •  •  Non-Motor Insurance
Within 10 business days
  1. 2. Delivery of Insurance Policies
  •  •  Motor Insurance
Within 9 business days
  •  •  Non-Motor Insurance
Within 12 business days
  1. 3. Submission of Insurance Data to OIC Systems
  •  •  Non-Life Insurance Bureau System (IBS–Non-Life)
 Within 15 days after the end of the month
  •  •  Compulsory Motor Insurance System (CMIS)
 Immediately upon policy issuance
  1. 4. Issuance of Policy Endorsements

(1) Changes to the insured’s information:

(a) Change of name/surname

(b) Change of address or contact information

(c) Change of phone number

(d) Change of payment method, such as cancellation of bank account debits, cancellation of credit card debits, or cancellation of receiving benefits under the insurance policy and other payments through a bank account

(2) Change of beneficiary

(3) Changes to other information

 Within 9 business days
  1. 5. Issuance of Replacement Policies
 Within 5 business days
  1. 6. Issuance and Delivery of Premium Receipts
  •  •  Motor Insurance
Within 9 business days
  •  •  Non-Motor Insurance
Within 12 business days

 

Claims Settlement Services

Timeframe*
  1. 1. Recording of reported incidents or claims and issuing a reference number for damage assessment and preliminary estimation of claim compensation.
  •  •  Motor Insurance
Within 7 days
  •  •  Non-Motor Insurance
Within 7 days
  1. 2. Loss Survey/Inspection
  •  •  Motor Insurance
Within 15 days
  •  •  Non-Motor Insurance
Within 15 days
  1. 3. Issuance of incident acknowledgment documents or damage assessment reports.
  •  •  Motor Insurance
Immediately upon completing damage assessment and receiving all required documents (no later than 15 days)
  •  •  Non-Motor Insurance
  1. 4. Loss evaluation, loss assessment, and notification of the decision, including the rejection of claim compensation.
  •  •  Motor Insurance
Within no more than 15 days from the date the company completes the damage assessment and receives all required documents
  •  •  Non-Motor Insurance
  1. 5. Premium refund due to policy cancellation
  •  •  Motor Insurance
Within 15 days
  •  •  Non-Motor Insurance
Within 15 days

 

Complaint Handling Process

Timeframe*
  1. 1. Acknowledgment of Complaints Through all Channels
  •  •  Call Center
Within 3 business days
  •  •  Website
Within 3 business days
  •  •  Social Media
Within 3 business days
  •  •  Email
 Within 3 business days
  •  •  Written complaint
 Within 3 business days
  •  •  In-person complaint
 Immediate issuance upon receipt
  1. 2. Complaint Resolution and Notification
  •  •  Motor Insurance
Within 30 days
  •  •  Non-Motor Insurance
Within 30 days

 

*Remarks:

- The service timeframes specified above are calculated from the date the company receives complete and accurate documents and information sufficient for processing.

- The company reserves the right to amend or change any information, content, conditions, or terms in the service timeframes without prior notice. In cases of delays, errors, and/or deficiencies, the company shall not be liable to customers, service users, and/or any other parties. The company is not responsible for compensating for damages, losses, claims, business opportunities, profit loss, and/or any liabilities, whether direct or indirect, arising from any claims, whether contractual, tortious, negligent, or any other cause, even if the company has been notified by customers, service users, and/or any other parties of the potential for such damages.



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