Fair Customer Treatment Policy

1. General Requirement

1.1 Purpose

     To ensure that systems and processes for the Company's business operations are correct, appropriate, efficient, transparent, verifiable, and in line with the laws and principles of fair customer treatment. This builds confidence for customers and policyholders that they will receive good, quality, and fair services. In addition, the needs and benefits of customers and policyholders are prioritized in every process.

1.2 Scope

     Personnel of Bangkok Life Assurance Public Company Limited and its subsidiaries (the Company) must study, understand, and strictly abide by this policy.

1.3 Effective Date

     This policy shall be effective from the date of approval by the Board of Directors.

1.4 Review Frequency and Revision

     This policy must be reviewed annually, or when a significant change arises.

     Any significant revisions, review, or renewal of this policy must be considered by the Corporate Governance and Sustainability Committee before being submitted to the Board of Directors for approval.

1.5 Responsible Function

     The Compliance Office is the responsible function of this policy.

2. Main Requirement

2.1 Definition

2.2 General Principle

     The Company is committed to conducting business fairly by presenting products and services to customers, prioritizing their benefits in order to meet their needs and build trust and sustainable relationships with them. This commitment spans from the development and issuance of insurance policies, the selection of sellers and distribution channels, the establishment of standards for the sales process and the provision of information to support policy purchasing decisions, after-sales services, complaint management, and claim settlement. Therefore, the Board of Directors has established this Fair Customer Treatment Policy.

2.3 Role, Duty, and Responsibility

2.4 Requirement

2.4.1 Organizational Culture and the Executives’ Roles and Responsibilities

     To foster the fair customer treatment culture within the Company and to ensure that the quality of fair customer treatment is controlled in a systematic, consistent, and timely manner; enabling the Company to fully assess the overall business and its risks, measure accomplishment, analyze problems, and identify causes of those problems in order to solve them in a timely and efficient manner.

2.4.2 Product Development

     To ensure that products are developed in alignment with the target customers' needs, financial capability, and capability to understand those products, as well as the sales capability of employees and sellers and the existing work systems.

2.4.3 Communication and Education for Employees and Sellers

     To communicate with employees and sellers to raise awareness of the importance of providing fair service and to ensure they have sufficient knowledge and skills to perform their duties.

2.4.4 Sales Process

     To completely and sufficiently provide important information that is neither exaggerated nor distorted to customers, enabling them to make decisions based on accurate understanding and continue to use the Company’s services.

2.4.5 Compensation Payment

     To ensure that compensation for employees, sellers of all channels, and executives responsible for monitoring fair service, are set significantly based on service quality.

2.4.6 Customer Information Management

     To securely manage customer information, taking into account their privacy and confidentiality, and to ensure that forwarding customer information to others does not affect the customers’ privacy and comply with relevant laws.

2.4.7 Service to Customers

     To ensure customer service systems and processes that are efficient and meet standards in order to facilitate service provision that meets customer needs and prioritizes the customers’ best interests.

2.4.8 Claim Management and Payment of Benefits under Insurance Policies

     To establish clear, complete, accurate, timely, and efficient systems and processes for claim management and payment of benefits under insurance policies, and to ensure appropriate customer service and coordination.

2.4.9 Problem and Complaint Management

     To establish a system and channels for receiving complaints and a process for handling them to prevent problems and recurrence, and to ensure remediation that is clear, timely, effective, and fair.