Company Overview
Standard Service Level Agreement (SLA)
Pacific Cross Health Insurance Public Company Limited
| Service | Processing time |
|---|---|
| Providing information services on 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 in detail. - - 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. - How long to receive the insurance policy or contact from the company about the insurance policy. |
The Company will set the rules for the Company's agents/brokers. Notify the insured From the offering of insurance policies to the delivery of insurance policies. |
| Providing information services on non-life insurance and offering insurance policies. | |
| 1. Consideration of insurance application and notification of underwriting results. | Within 5 working days after receiving a complete set of documents related to the application and complete information. |
| 2. Insurance Policy Delivery. | Within 15 working days Remarks: a. From the receipt of complete information from the insured/business partner. b. This process covers the entire process from recording data in the system to delivering documents in various formats, excluding the time it takes for the policyholder/partner to receive the documents. |
| 3. The company submits insurance information in the OIC. Non-life insurance database system Non-Life Insurance Bureau System (IBS-Non-Life) |
By the end of the following month. |
| 4. Issuance of a memorandum of insurance policy, such as 1) changing the information of the insured: a) Change of name/surname b) Change of address or contact address c) Change of telephone 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) Change of beneficiary 3) Change of other information |
Within 15 working days Remarks: a. From the receipt of complete information from the applicant/business partner. b. This process covers the entire process from recording data in the system to delivering documents in various formats, excluding the time it takes for the policyholder/partner to receive the documents. |
| 5. Request for issuance of insurance policy to replace defective or lost insurance policy. | Within 7 working days Remarks : a. From the request of the insured/business partner b. This process This does not include the period during which the insured/business partner receives the documents. |
| 6. Issuance and delivery of premium receipts. | Within 15 working days from the date the Company receives the premium payment and other documents from insured/business partner. Remark : This process This does not include the period during which the insured/business partner receives the documents. |
| Indemnification under the insurance contract | |
| 1. Recording of information on incident reports or Claim and issuance of a number to check the list of damages and estimate of the initial claim. | Within 7 working days |
| 2. Consideration of damages Assessment, damages, and notification of the results of the consideration, including refusal of compensation. | Within 15 days from the date the company receives the claim document, along with complete supporting documents as specified by the company. The Company will notify the insured or beneficiary of the reason for the delay (as the case may be). In this regard, the insured or beneficiary must provide facts and provide convenience to the Company as appropriate. (The law specifies no more than 15 days) |
| 3. Refund of insurance premiums from termination of insurance policy. | Within 15 working days (The law specifies no more than 15 days) |
| Handling complaints | |
| 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 |
Within 3 working days Within 3 working days Within 3 working days Within 3 working days Within 3 working days Within 3 working days |
| 2. Complaint Consideration Process and Issuance of Notice of Complaint Consideration Result. | Within 30 days (The law specifies no more than 30 days) |
