Abbey Insure

Making a complaint

How to tell us when something has gone wrong, and what we will do about it.

We want to put it right

If you are unhappy with any part of our service, from your quote to your application or a claim, please tell us. Most problems can be sorted out quickly once we know about them, and every complaint is reviewed by a senior member of our team.

How to complain

Email quotes@abbeyinsureasia.com with "Complaint" in the subject line, or message us on WhatsApp. Please include your name, your reference or policy number if you have one, what happened, and what you would like us to do.

You can also write to us at Abbey Lifestyle Financial Planners, Empire Tower, South Sathorn Road, Bangkok 10120, Thailand.

What happens next

• We will confirm we have received your complaint within 2 business days, and tell you who is looking after it.
• We will investigate and send you a full written response within 14 business days. If we need longer, we will tell you why and when to expect our answer.
• If your complaint is about a claim decision, we will take it up with the insurer on your behalf and keep you updated in writing.

Complaints about the insurer

Your cover is underwritten by Regency Assurance. If your complaint is about a decision the insurer has made, we will raise it with them for you. You can also contact the insurer directly using the details in your policy documents.

If you are still not satisfied

If you are not happy with our final response, you can contact the Office of Insurance Commission (OIC), the insurance regulator in Thailand, on its hotline 1186 or at oic.or.th. Making a complaint will not affect your right to take legal action.