7 January 2026
What Insurers Leave Out of Conduct Risk Charts
Common omissions in OIC-facing conduct analytics — and how to surface complaint themes without turning every chart into a marketing scorecard.
Conduct risk charts often show complaint volume by product while skipping the resolution path. Supervisors care whether patterns close or linger. A falling complaint count that hides longer handling times can mislead a committee.
Insurers in Thailand frequently under-report the voice of intermediaries. Agent feedback and claim-delay notes belong beside customer complaints when the product relies on advice channels.
A practical fix is a dual-axis view: open complaints by age band on one side, and the share of cases with documented root-cause notes on the other. That pairing reveals whether the firm is learning or merely closing tickets.
When preparing an OIC-facing narrative, name the product lines under active remediation. Vague bars labeled “other” invite follow-up questions you would rather answer in the pack itself.