In a groundbreaking initiative to assess customer experience in Thailand's automotive sector, Differential Thailand has released the results of its inaugural 2025 Thailand Car Insurance Customer Experience Index (INSCXI) StudySM. This independent study measures customer satisfaction with first-class car insurance providers throughout the selection, claims, and repair processes. It offers valuable insights for both consumers and insurers into the service quality delivered by various insurance brands.
The study is based on responses from 1,472 new-vehicle owners who held first-class car insurance policies and had their vehicles' body and paint repaired at authorized dealerships or garages between November 2023 and November 2024. Fieldwork was conducted from October to November 2024.
2025 Thailand Car Insurance Customer Experience Index (INSCXI) StudySM
The INSCXI study evaluates satisfaction among vehicle owners who underwent body and paint repairs supported by car insurance providers in the past 12 months. It assesses three core factors: 1) Value, Benefits & Customer Effort 2) Surveyor and Roadside Services and 3) Call Center Experience.
Mr. Siros Satrabhaya, Managing Director of Differential Company in Thailand, revealed that "This study on 2025 Thailand Car Insurance Customer Experience Index (INSCXI) Study, the average satisfaction score was 896 points out of 1,000 points. Tokio Marine Safety Insurance ranks highest with 901 points, demonstrating strong performance across all three factors. and Viriyah Insurance follows closely at 900 points"
"Insurance service providers have opportunities to improve in areas such as accelerating claims processing, simplifying benefit utilization, enhancing clarity in communication, and offering more proactive service recommendations from surveyors."
"Benefits that significantly enhance customer satisfaction include 24-hour roadside assistance and the ability to repair vehicles at any authorized nationwide service center." Mr.Siros said
Note:
- The study represents independent and third-party assessment of the current performance of different car insurance providers in the Thai market.
- AXA Insurance, Thaivivat Insurance, Navakij Insurance, ERGO Thai Sri Insurance and Mitsui Sumitomo Insurance are exppcluded in the ranking due to small or insufficient sample size.
- Charts and graphs from this press release, if used, must be accompanied by a statement identifying Differential as the publisher and the study as the source. Rankings are determined by numerical scores and may not necessarily reflect statistical significance. Any advertising or promotional use of the information in this release requires prior written consent from Differential.