DB Insurance Achieves 32 Exclusive Usage Rights
Preventing Mis-selling to Financially Vulnerable Groups
“Proven as a Leading Customer Service Company”, “DB Insurance announced on the 4th that it ranked first simultaneously in the long-term and automobile insurance sectors in the Korean Standard Association’s 2025 Korea Service Quality Index (KS-SQI) evaluation.”,
At the ‘2025 Korea Service Quality Index (KS-SQI) Certification Ceremony’ held by the Korean Standard Association on the 3rd at Lotte Hotel in Jung-gu, Seoul, Park Kwon-il, head of DB Insurance (left), and Moon Dong-min, chairman of the association, are taking a commemorative photo. DB Insurance,
The KS-SQI is determined by customers evaluating a company’s products and services. It serves as a comprehensive indicator representing the quality and level of the service industry overall.
DB Insurance regards securing the top positions in both long-term and automobile insurance sectors as a confirmation of their leading status in customer service within the insurance industry.
A DB Insurance representative mentioned, “This is the result of our pioneering efforts in developing the nation’s first automobile insurance and promoting safe driving culture.”
DB Insurance is actively utilizing big data analysis and research to offer optimized products and differentiated services to customers. Their product development capabilities have been recognized through the acquisition of 32 exclusive usage rights thus far.
By streamlining the entire process from claim receipt to compensation via digital systems, they have increased processing speed. Personalized consultations with dedicated compensation specialists have helped reduce customer anxiety and build trust. Features such as real-time status updates and simple document submission via mobile are receiving positive feedback from customers.
Since declaring customer satisfaction management in 1996, DB Insurance has commenced a paradigm shift towards customer-centric management. They are expanding consumer involvement activities like consumer evaluation panels and student supporters to enhance their customer touchpoint (MOT) service quality and integrate feedback into processes.
To address customer complaints early, they operate a Chief Consumer Protection Officer system. An early warning system for civil complaints has been employed to strengthen their management framework.
In efforts to control mis-selling to financially vulnerable groups, including foreigners and the elderly, they have pioneered the operation of three-way sequential interpretation services and an exclusive call center for the elderly within the insurance industry. DB Insurance’s rate of complete sales rose from 99.5% in 2020 to 99.95% in 2024.
In 2023, DB Insurance was the only insurance company to receive a “Good” grade in the Financial Consumer Protection Evaluation conducted every three years by the Financial Supervisory Service. They also achieved the first-in-industry Consumer-Centered Management (CCM) certification from the Fair Trade Commission for 18 consecutive years.
A DB Insurance representative stated, “Achieving the top rank in both long-term and automobile insurance in the KS-SQI is a reflection of our efforts to be more accessible to our customers.” They also emphasized a continuous commitment to enhancing service quality and financial consumer protection activities.