Tokyo Marine Safety Insurance and Viriyah Insurance were ranked top two companies in the inaugural 2025 Thailand Car Insurance Customer Experience Index (INSCXI) Study by Differential Thailand.
According to Differential, which is a market research company headquartered in Singapore, the independent study measures customer satisfaction with first-class car insurance providers throughout the selection, claims, and repair processes. It stated valuable insights for both consumers and insurers into the service quality delivered by various insurance brands.
AXA Insurance, Thaivivat Insurance, Navakij Insurance, ERGO Thai Sri Insurance and Mitsui Sumitomo Insurance are excluded in the ranking due to small or insufficient sample size, according to Differential.
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.
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.
Siros Satrabhaya, managing director of Differential Thailand, said, “In this 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,” he added.
“Benefits that significantly enhance customer satisfaction include 24-hour roadside assistance and the ability to repair vehicles at any authorized nationwide service center.” Siros stated.
Differential currently conducts research and advisory programs in over 40 countries around the world for multiple Fortune 500 clients. Led by a team of experienced industry professionals, the company aims to deliver high-quality insights and transformative solutions to enhance customer experiences.
For more information, visit www.differential.com.sg.
