Time frame Standards for Service Level Agreements (SLA)

Road accident Victims Protection Company Limited

Service

Response time

Providing information about non-life insurance and offering insurance policies.

1. Providing information on non-life insurance and insurance policy offerings through various channels. must comply with the Announcement on rule How to issue and offer insurance policies of non-life insurance companies and operations of non-life insurance agents Non-life insurance brokers and banks and the guidelines issued under the said notice, at least the following details must be included:
     -  Inform the source of the customer's information
     -  Explain the principle of disclosure of the true statement in the insurance application form and the consequences if the customer makes a false statement or conceals the true statement that is material.
     - Inform the right to cancel the insurance policy, the time frame for receiving the insurance policy, or communication from the company about the insurance policy.

Steps for purchasing an insurance policy through branches, agents/brokers, and online systems

(Note: Details as in the attached document)

Underwriting and providing after-sales services
1. Underwriting Consideration, Insured Property Inspection, and Notification of Underwriting Decision.

Immediately,
once all documents are complete and accurate.

2. Delivery of the Insurance Policy.

Immediately,
once all documents are complete and accurate.

3. Submission of the Insurance Information to the OIC’s Systems

(1) Non-Life Insurance Bureau System : IBS– Non-Life

Monthly, within the following month.

(2) Compulsory Moter Insurance System : CMIS

Real-time, after underwriting, cancellation, or changing the information.

4. Issuance of the Policy Endorsement  
(1) changing the information of the insured:

     (a) Name/Surname 
     (b) Address or Contact Information
     (c) Phone number  
     (d) Changing the payment method of insurance premiums, such as cancelling bank debit/cancelling credit card debit/cancelling the receipt of insurance policy benefits and other money through a bank account.

(2) Changing the beneficiary 
(3) Changing other information

Immediately,
once all documents are complete and accurate. 

5. Request for issuance of insurance policy to replace defective or lost insurance policy.

Immediately,
once all documents are complete and accurate.

6. Issuance and Delivery of Premium Receipts.

Immediately,
once all documents are complete and accurate.

Paying compensation under the insurance policy

1. Recording of information on incident reports or claims and issuance of numbers to check the list of damages and estimate of the preliminary compensation.

Immediately,
Once the information about the incident/vehicles/victims is complete and insured under the Compulsory Motor Insurance.

2. Risk Survey

None (if any with indications within 3 days).

3. Issuing the Incident Report Documents or Damage Inspection Reports.

None

4. Damage Assessment, Evaluation, and Notification of Decision, Including Denial of Claims.
  • Preliminary compensation: pay within 7 days upon completion of all required documents.
  • Compensation: pay within 15 days from the date the company has assessed the damage, reached a final agreement, and received complete and accurate documents.

 (Note: For hospitals, it is subject to the agreement between the company and the hospital.)
5. Refund of the Insurance Premium due to insurance policy cancellation.

Immediately,
once all documents are complete and accurate.

Complaint Handling

1. Confirmation of complaint receipt through official channels complaints such as    

O Complaints through Call Center channels 
O Complaints through Website 
O Complaints through Social Media channels
O Complaints through electronic mail channels
O Written Complaint  
O Complaints through staff at the office, head office, or branch 

Immediately
(Within business days and hours)
(The company issues a receipt number for the complaint).

2. Complaint Consideration Process and Issuance of Notice of Complaint Consideration Result.

Within 30 days from the date the complaint is received.