Social
The company is dedicated to supporting, promoting, and uplifting communities by enhancing the quality of life for individuals, fostering self-sufficiency, and bullding resilent and sustainable communities. “The fulfillment derived from helping others outshines any profit margin.”
Muang Thai Insurance Public Company Limited recognizes that non-life insurance business operations are not solely aimed at generating economic performance, but also play a significant role in enhancing stability and improving the quality of life for all stakeholder groups, particularly employees, customers, communities, and society as a whole. Social performance is therefore an essential mechanism for building confidence, trust, and the Company’s sustainable long-term growth.
As an organization providing risk management services, the Company places great importance on human resource management and development to enhance employees’ potential, knowledge, capabilities, and engagement. The Company is committed to fostering a safe and fair working environment that respects human rights and promotes diversity and equality in all dimensions, which serve as important foundations for delivering quality and responsible services.
In addition, the Company emphasizes customer relationship management based on the principles of transparency, fairness, and the protection of policyholders’ rights throughout the service process, from product design and underwriting to clear communication of information, as well as fair and timely claims consideration and settlement. These efforts aim to build customer confidence and create positive long-term experiences.
The Company recognizes its role as a member of society and therefore continuously undertakes community and social responsibility initiatives, focusing on enhancing knowledge of risk management, supporting disaster prevention and post-disaster recovery efforts, and participating in community development activities. These initiatives are aligned with the role of the insurance industry in reducing economic and social vulnerabilities.
Furthermore, the Company is committed to promoting inclusive insurance by enhancing access to insurance products for all groups of people. This enables the public to obtain appropriate protection that matches their needs and economic capacity, reduces inequality in access to risk protection, and supports broader social stability.
The social performance of Muang Thai Insurance Public Company Limited not only reflects the Company’s responsibility toward its stakeholders but also creates shared value between the organization and society, leading to stable, transparent, and sustainable growth in the long term.
Social Policy and Practices
The Company recognizes the importance of its role in managing social aspects of its business operations. It has established guidelines for employee care in compliance with laws, regulations, employment policies, and other policies related to employee welfare. The Company also supports and promotes employee capability development through continuous training and education on various topics. In addition, it has appointed an Occupational Safety, Health, and Workplace Environment Committee for the establishment and implemented a social responsibility policy to support sustainable organizational development, as well as appointed a social activities working committee. In 2025, the Company reviewed its Environmental, Social, and Governance (ESG) policy and continued to conduct business while participating in development initiatives and supporting public benefit activities both within and outside the organization in a comprehensive manner, in alignment with its sustainable business practices.
SDGs | SDGs Target | MTI Target | Performance in 2025 |
|---|---|---|---|
| SDG 1 | No poverty and reducing economic vulnerability | Promoting the access to insurance products for all groups of customers, especially low-income people, older persons, and people with disabilities | 24,767 retail customers or people in vulnerable groups received the coverage, and the Company launches 11 insurance products for vulnerable groups |
| SDG 4 | Promoting life-long learning and skill development | Developing potentials and promoting education among youth | The average training hours are 15 hours/person/year. Employees participate in ESG DNA Program. The Company provides scholarship and computers to schools in remote areas. |
| SDG 5 | Gender equality and non-discrimination | Promoting diversity, equity, and equal opportunity | The proportion of female employees is 58.60%. The Company have female executives and non-discrimination policy. |
| SDG 8 | Decent work and economic growth | Employee stewardship, occupational safety, and employee development | Employee Engagement is at 85.01%. There is no labor dispute and occupational injury (LTIFR = 0). The average training hours are 15 hours/year. |
| SDG 10 | Reduce inequality and promote equal opportunity | Promoting the access to insurance products and the employment of vulnerable group | The Company supports people with disabilities according to Section 33 for 4 persons, Section 35 for 10 persons, and the employment of older people around 6 persons. The Company expands the access to insurance for all groups of people. |
| SDG 11 | Strong and sustainable community | Community support activities, disaster relief, and the development of quality of life | The Company provides support to more than 60 communities, conducts 10 volunteer activities, helps the victims from flood, earthquake, and natural disasters. |
| SDG 12 | Responsible consumption | Support the recycling activities and circular economy for society | The Company donates used computers to schools, collects E-waste for proper disposal and donates old lottery tickets to underprivileged people for generating income. |
| SDG 16 | Institution with transparency, the respect of human rights, and governance | Promoting human rights, personal data protection, and non-discrimination | No human rights complaints and human rights violations. 94.87% of employees passed the human rights training course. The Company receives Human Rights Award 2025. |
Target | Performance |
|---|---|
| Average training hours of 15 hours / person/ year | 15 hours |
| Employee satisfaction and engagement at 70% | 85% |
| No cases of occupational injuries | 0 case |
| Customer service satisfaction at 80% | 92.99% |
| No labor and human rights complaint | 0 case |
Customer Relationship Management
Muang Thai Insurance Public Company Limited is committed to developing strong customer relationships throughout every stage of the insurance process under the principle of Customer Centricity. The Company places importance on service quality, transparency, consumer responsibility, and the enhancement of customer experience through digital innovations, such as the MTI Friends Application, claims status tracking system, Call Center 1484, and customer service centers nationwide. This strategy is a key component in driving the organization toward sustainability by focusing on creating customer satisfaction, trust, and long-term engagement with all customer groups.
Targets
1. Customer satisfaction no less than 80%.
2. Product and service-related complaints reduced by 5%, compared with 2024.
Key Initiatives
Enhancing Digital Channels for Better Customer Experience
The Company has developed the “MTI Friends” application as a comprehensive One-Stop Service platform for insurance services, with the objective of enabling customers to access important information and services conveniently, quickly, and transparently. The application supports 24-hour policy information inquiries, online policy renewal, motor and health insurance purchases, as well as access to privileges related to health, travel, beauty, and lifestyle. Customers can also locate service points such as hospitals, repair garages, and nearby branches, track requests or claim statuses in real time, and receive updates on news, promotions, and company activities instantly. The development of this platform has resulted in a continuous increase in the number of users and has become a primary channel for customer relationship management in 2025.
Multi-Channel Customer Communication and Services
The Company places importance on providing comprehensive services through all channels to accommodate the diverse behaviors and preferences of customers. The Call Center 1484 operates 24 hours a day and includes an automated menu system that enables customers to report accidents, inquire about motor insurance information, purchase various insurance products, and obtain product information quickly and conveniently. Services are also available for Muang Thai Friends Club members to provide appropriate assistance whenever customers need support.
With regard to complaint management, the Company provides easily accessible complaint channels, including telephone, website, email, in-person submission, and postal mail. A dedicated team of specialists has been established to manage complaints systematically through investigation, follow-up, and response within established Service Level Agreement (SLA) standards, ensuring that consumers receive fair and transparent treatment.
After-Sales Services and Claims Management
Muang Thai Insurance has enhanced its claims management processes to ensure transparency, fairness, and reduced inconvenience for customers. Technology has been integrated into the online claims process through the application, enabling customers to submit claims and monitor claim status conveniently. The Company also maintains a system for selecting repair garages and service centers that meet quality standards, ensuring that customers receive safe and reliable services.
In addition, the Company provides special services such as “Flood Escape Parking Areas” for customers affected by flood situations. This complimentary service helps reduce potential damage to customers’ property. These initiatives have contributed to shorter claims processing times, strengthened confidence in the transparency of the claims process, and significantly reduced the number of complaints.
Building Customer Engagement Through Privileges and Activities
The Company continuously focuses on creating positive experiences and value for customers through a wide range of privileges and engagement activities. The privileges offered cover multiple categories, including health, food and beverages, travel, automotive services, beauty, and home services. Customers can receive discounts on medical treatment and vaccinations from partner hospitals, health massage services, travel promotions, and special automotive service offers. All privileges are conveniently available through the MTI Friends App, providing easy access at customers’ fingertips.
To strengthen customer engagement, the Company organizes a variety of activities such as Movie Free Day, Chef for a Day, Pun Yim Pun Bun, Children’s Day activities, and other social contribution programs. These activities help foster strong relationships between the Company and its customers, enhance satisfaction levels, encourage ongoing participation, and further strengthen the Company’s image as a socially responsible organization.
Secure Customer Data Management
The Company places great importance on the protection of customer data and strictly complies with the Personal Data Protection Act (PDPA). Standardized and highly secure data storage systems are implemented, with access rights assigned according to roles and business necessity to prevent unauthorized access to customer information.
Employees at all levels receive regular training on PDPA requirements and ethical data usage practices. The Company also implements cybersecurity measures and data encryption technologies to mitigate the risk of data breaches. Furthermore, customer information is not disclosed to third parties without explicit consent. These measures help build customer trust and ensure the sustainable protection of customer data.
Transparent and Fair Complaint Management
The Company manages complaints based on the principles of transparency, fairness, and respect for consumer rights. A standardized complaint-handling system has been established and is accessible to all customer groups. Customers can conveniently submit complaints through various channels, including the Call Center, the Company’s official website, email, in-person submissions at branches, and postal mail. These channels ensure that customer feedback is comprehensively received and can be effectively monitored and verified.
Once a complaint is received, it enters a structured management process. This begins with complaint registration and documentation, followed by fact-finding investigations, coordination with relevant departments, and consideration of appropriate corrective actions. The process concludes with a summary of the resolution and communication of the outcome to the customer, followed by formal case closure. The entire process is carried out within established service standards and timelines to ensure that customers receive fair, transparent, and satisfactory treatment in line with consumer expectations.
Human Resource Management and Development
Significance
Muang Thai Insurance Public Company Limited recognizes that human resources are human capital that plays a crucial role in creating additional economic value for the organization, society, and the nation’s non-life insurance system. Employees with knowledge, expertise, and ethics are the key engine which drives the development of insurance products and services, underwriting, claim management, customer service, risk management, investment, as well as data protection
The changes in digital technology and Artificial Intelligence (AI), natural disasters risks, complex customer needs, laws, and job market competition affect the human resource management in terms of impacts on employees, risks and opportunities, costs, service quality, reputation, cash flow, and the Company’s competitiveness.
The Company prioritizes systematic human resource management, covering recruitment and selection process, skills development, assessment, remuneration and welfare, appropriate working environment and condition, the respect of human rights, diversity and equal opportunity, leadership, and successor.
Targets
1. Employee satisfaction and engagement no less than 70%.
2. No occupational injury
3. Average training hours for employees at all levels of at least 15 hours per person per year.
Human Resource Governance
The Company establishes governance structure and determines the responsibilities on human resource management at the Board of Directors, high-level executives, Human Resource Department, risk owners, and operational levels to manage human resources in line with the corporate strategy, risk management, and sustainability targets.
Governance Structure
Governance Level | Roles and Responsibilities |
The Board of Directors | Overseeing the organizational direction, governance structure, the appointment and development of high-level executives, and monitoring risks that might affect the business continuity and competitiveness |
Nomination and Remuneration Committee | Considering the nomination, qualification, diversity, development, and remuneration of directors and high-level executives in line with the roles and corporate strategy |
Risk Management Committee | Overseeing the human resource risks and emerging risks that might affect the operation such as the lack of important skills, technological changes, and the succession |
Corporate Governance and Sustainable Development Committee | Overseeing the policies and social targets, human development, human rights, diversity, occupational health and safety, and monitoring the sustainability performance |
The Management and Human Resources Department | Determining the workforce planning, employment policy, human resource development, remuneration, welfare, assessment, safety, and engagement. |
The Head of Department and Risk Owner | Managing the performance, developing skills, working environment, and reporting the risks or concerns of employees |
Corporate Governance and Sustainability Section | Cooperating, monitoring, collecting, and rechecking the social information and report to the committees and disclosing the information to the public |
The Company integrates human resource data with business strategy and risk management such as the structure and the number of employees, turnover rate, engagement, training hours, succession, occupational injury, labor and human rights complaints, and digital and technological skills.
Human Resource Policy and Guideline
The Company implements human resource management under the fairness, non-discrimination, the respect of human rights, equal development opportunity by considering the knowledge, skill, performance, and potential.
The main guidelines consist of:
- Workforce planning in line with strategy and business structure
- Transparent and fair nomination and selection
- The determination of roles, responsibilities, and capabilities of each position
- Remuneration and welfare management by concerning the fairness and competitiveness
- The skill development through training roadmap and individual development plan
- the performance evaluation and career progression
- Preparing succession plan for key positions
- Promoting occupational health and safety and work-life balance
- Hearing and confidential complaint mechanism without identifying complainant
- Human Rights Protection, Diversity, and equal opportunity
The Assessment of Impacts, Risks, and Opportunities on Human Capital.
The Company considers human capital risks and opportunities in terms of impacts on employees or corporate value by connecting with the risk management process
Topics | The impacts on employees and stakeholders | The impacts on the Company | Management Guidelines |
The lack of professional and digital skills | The employees might not adapt to new technology. | Low underwriting and claim quality Higher nomination costs for hiring experts | Reskill, Upskill, New Skill, Digital and AI Learning |
High turnover rate | More workload for employees and losing the business continuity | Losing knowledge and nomination costs more training costs low-quality service | Exit Interview, Engagement Action Plan, Career Path, and the review of remuneration |
No successor | Unclear career advancement | Management continuity and strategic decision-making | Succession Planning และ Talent Development |
Health and Burnout | Impacting physical and mental health and quality of life | Work absence low work efficiency Increased errors | Health welfare, Health Promotion Activities, and flexible time attendance |
Accident and operational risks | Employees get injuries or losses, especially field work | Business interruption, Compensation costs, and regulatory or reputation risks | The danger assessment, safety planning and emergency plan |
Discrimination or Human Right Violation | Impact on dignity, equity, and mental security | Regulatory and reputation risks and the lack of trust | HRDD, Grievance Mechanism, and non-discrimination policy |
Engagement and organizational culture | Employees have higher sense of ownership and motivation | Increase productivity, service quality, and employee retention | Engagement Survey, MTI Culture, and engagement activities |
Diversity | Opening opportunity for diverse groups of employees to participate | Borden viewpoints, creativity, and customers’ understanding | Diversity, Equal Opportunity and Inclusive Workplace |
In terms of financial information, human capital risks might impact nomination costs, training costs, remuneration, absence, and continuity management. Meanwhile, the opportunity from skilled and highly engaged employees might improve the effectiveness, reduce errors, enhance customer experience, and support new product or service development.
Employment Structure and Diversity
Number of employees classified by sex
Sex | Persons | Percentage |
Female | 811 | 58.60% |
Male | 573 | 41.40% |
Total | 1,384 | 100% |
Number of employees classified by location
Location | Persons |
Headquarter | 1,185 |
Branch | 199 |
Total | 1,384 |
Number of employees classified by age
Age | Persons | Percentage |
Less than 30 years old | 203 | 14.67% |
30–50 years old | 975 | 70.45% |
More than 50 years old | 206 | 14.88% |
Total | 1,384 | 100% |
Number of employees classified by position and sex
Position | Male | Female | Total |
Executive | 4 | 4 | 8 |
Management | 130 | 200 | 330 |
Operation | 439 | 607 | 1,046 |
Total | 573 | 811 | 1,384 |
There are 4 female executives from the total of 8 executives, equivalent to 50%, and 200 female managements from the total of 330 managements. This reflects the engagement and participation of women in management and executive roles.
The Promotion of Employment among Vulnerable Groups
Group | Performance in 2025 |
People with disabilities according to Section 33 | 4 Persons |
People with disabilities according to Section 35 | 10 Persons |
Employees aged over 60 years old | 6 Persons |
The Company promotes the employment opportunity among people with disabilities. Also, employees aged over 60 years old are welcomed to work in accordance with the health conditions, capabilities, and work characteristics.
Recruitment, Employment, and Retention
The Company has planned the workforce according to the needs of each department and business direction by prioritizing the crucial skills for the current situation and the future such as underwriting, claim management, data analysis, digital technology, cyber security, risk management, and customer service.
The recruitment and selection process are considered by the knowledge, capability, experience, potential, and the alignment with the core values under transparency and non-discrimination.
Employment and Turnover Rate
Indicator | Results in 2025 |
New employees | 189 persons |
New employment rate | 12.81% |
Voluntary resignation | 166 persons |
Turnover rate | 11.99% |
Labor rights violation | 0 case |
The turnover rate is 11.99%, higher than the target, which was set at less than 10%. The most resigning group is employees with less than 3 years of length of service. The Company should collect the data from Exit Interview, Engagement Survey, turnover data classified by position, length of service, sex, and departments to analyze the root cause.
Retention Measures including
- Orientation and New Employee Care
- Clear Career Path and Growth Opportunity
- Skills and Leadership Development for the Management
- Decent Remuneration and Welfare
- Internal Communication and Hearing
- Honoring and awarding employees
- Work-Life Balance
According to The Stock Exchange of Thailand (SET), the Company must report the number of employees who voluntarily resign, classified by sex, and the proportion of resigning employees and the current employees based on the same definition and database.
Human Resource Development
Skill Development and life-long learning
The Company manage human resource development under the concept of Competency-Based Management, including
- Core Competency
- Managerial Competency and Leadership
- Functional Competency
The Company establishes Training Roadmap and Employee Development Plan for employees at all levels by promoting Reskills, Upskills, and New Skills to prepare for the business and technological changes.
Learning Methods
- Self-learning through E-learning platforms and MTI Learn D platform
- Classroom-based training, including lectures, discussions, and workshops.
- On-the-Job Training (OJT).
- Training with external parties
- Learning through case study and knowledge exchange within the organization
- The development through work and projects
Main Courses
Course | Example |
Insurance Professionals | Property Insurance, Construction Insurance, CAR/EAR Insurance, Loss Assessment, Claim Management, and Motor EV insurance |
Management and Leadership | Supervisory Skills, Management Skills, and Leadership Development |
Digital Skills, Data, and AI | Cyber Security Awareness, AI Familiarization, Data Skills, CANVA, and Digital tools |
Safety | Safety Officer at Supervisory and Management Level, Firefighting, and Emergency Plan |
Sustainability and ESG | ESG DNA, Human Rights Due Diligence, Sustainable Waste management, and ESG Risk Management |
Governance and Law | Code of Conduct, Anti-Corruption, Anti Money Laundering, Personal Data Protection Act (PDPA), and related regulations |
Performance in 2025
Indicator | Target | Performance |
Training Hour | 15 hours/person/year | 15 hours/person/year |
Human Resource Development Budget | — | 1.55 million Baht |
Scope of Development | Employees at all levels | 1,384 persons |
Employees participating in ESG DNA Program | 100% | 100% |
Employees participating in HRDD Training | — | 1,313 persons or 94.87% |
New Employees participating in Human Rights Training | 100% | 173 from 175 persons or 98.8% |
Result Evaluation
The Company evaluates the learning results in various aspects, including
- The Satisfaction and Opinion about the courses
- The Enhancement of Knowledge or Skills after the training
- Knowledge Integration in work
- Behavioral changes or performance improvement
- Service quality, errors, complaints, or risks
Performance Management, Career Advancement, and Sucession
The Company implements performance management plan to connect the goals between the organization, departments, and individuals, and uses the evaluation results to determine remuneration, development, and career advancement.
Key guidelines
- The determination of targets and indicators in line with the strategy
- Monitoring and providing suggestion on 6-month basis
- Fair performance evaluation
- Individual development plan
- Readiness Evaluation for Promotion
- Talent Pool and Succession Planning
- Career promotion for internal personnel
Minimum Salary classified by sex and areas
Area | Male | Female | Male-to-Female Ratio |
Headquarter | 12,979 THB | 13,042 THB | 0.995 : 1 |
Other office | 13,477 THB | 15,600 THB | 0.864 : 1 |
Welfare
The Company manages the welfare for employees and family as follows:
- Life Insurance and Health Insurance
- Medical fees and Annual Health check-up
- Provident Fund
- Leaves and Parental Leave
- Accident or Emergency support
- Health Activity and Exercise
- Flexible hours
- Engagement Activity
Provident Fund
Title | Performance in 2025 |
Applicable Employees | 1,384 persons |
Joining Employees | 1,173 persons |
Joining Proportion | 84.75% |
Employers’ Contribution | 52,168,654.85 THB |
Employees’ Contribution | 58,089,281.38 THB |
The Company promotes the financial saving and stability by establishing financial training, retirement planning, and personal debt management.
Parental Leave
Indicator | Male | Female | Total |
Number of employees taking Parental Leave | 3 | 12 | 15 |
Number of employees returing to work | 3 | 12 | 15 |
Number of retaining employees | 3 | 12 | 15 |
Return rate | 100% | 100% | 100% |
Retention rate | 100% | 100% | 100% |
Engagement, Culture, and Participation
The Company prioritizes the culture cultivation which concentrates on service, cooperation, ethics, responsibility, and pride by using the engagement survey results and employees’ suggestions to improve the policies, welfares, and management.
Performance in 2025
Indicator | Target | Performance |
Employee Engagement | No less than 70% | 85.01% |
Material labor conflicts | 0 case | 0 case |
Engagement activities are MTI Long Service Award, New Year Party, Warm Welcome, Valentine’s Day, Badminton, Yoga, Zumba, MTI Run Club, Bowling, and Futsal
The Company has channels for expressing opinion and concerning such as the management, Human Resource Department, Welfare Committee, Intranet, and Whistleblowing channels, and determines the inspection and fair solutions.
Good Health and Well-being
The Company holistically oversees employees’ health, including physical health, mental health, safety, work-life balance, financial stability, and family care.
Performance in 2025
Indicators | Performance |
Employees joining health check-ups | 1,059 persons |
Employees joining Yoga, Zumba, and Running club | 267 persons |
Flexible hours | 3 timeslots |
Members of Provident Fund | 1,173 persons or 84.75% |
Return rate after parental leave | 100% |
The Company determines the 3 timeslots for flexible hours, consisting of 08.30–17.00 Hrs., 09.00–17.30 Hrs., and 09.30–18.00 Hrs. to support the employees in terms of time management and traveling time as appropriate.
Occupational Health and Safety
The Company establishes the occupational health and safety system to prevent the work-related injury and illness, including hazard identification, risk assessment, the formulation of control measures, training, building and equipment inspection, the preparation for emergency, and investigation. The aforementioned system covers both employees and outsource employees whom the Company control the work or workplace.
Key Guidelines
- The risk assessment of head office, branch, and field work
- The Safety Officer training at Supervisory and Management level
- Firefighting and escape plan
- The inspection of fire prevention system and emergency equipment
- the safety of surveyors and traveling employees
- The communication channels for reporting unsafe workplace
- Investigation and the formulation of prevention measures
Performance in 2025
Indicator | Performance |
Total working hours | 2,679,424 hours |
Loss of Life | 0 case |
Severe injury | 0 case |
| Lost Time Injury (LTI) | 0 case |
Lost Workdays Case (LWC) | 0 day |
Lost Time Injury Frequency Rate (LTIFR) | 0 |
Human Rights, Diversity, and Fair Treatment
The Company respects human rights of employees and related practitioners by prioritizing:
- Non-discrimination and fair opportunity
- The fair employment and remuneration
- The prevention of assaults and harassments
- The prohibition of child labor, forced labor, or human trafficking
- The freedom of opinion and assembly according to the laws
- The employees’ personal data protection
- Occupational health, safety, and environment
- Whistleblowing channels and remedy
The Company implements the Human Rights Due Diligence (HRDD), consisting of policy commitment, the risk identification and assessment, mitigation measures, monitoring, and remedy
Performance in 2025
Indicator | Performance |
Complaints related to labor and human rights | 0 case |
New employees participate in human rights training | 173 from 175 persons or 98.8% |
Employees participate in HRDD Training | 1,313 persons or 94.87% |
The employment of people with disabilities according to Section 33 | 4 persons |
The promotion of vocational opportunities for | 10 persons |
Employee Management
The Company arranges the internal and external activities to promote the relationship between employees for the whole year
- Merit-making activities
- Volunteer activities such as MTI New Volunteer Program in collaboration participated “the mobile health check-up unit for cardiac children” of The Cardiac Children Foundation Thailand under the Royal Patronage of Her Royal Highness Princess Galyani Vadhana Krom Luang Naradhiwas Rajanagarindra.
- Engagement activities such as party and celebration
Inclusive Insurance
Muang Thai Insurance Public Company Limited is committed to creating opportunities for all groups of people to equally access the insurance products under the vision “Face Crisis with a Smile”. This reflects the Company’s commitment to take care all lives in the society, especially vulnerable groups such as older people, children, people with disabilities, low-income family, informal labor, retail entrepreneur, and people across Thailand. The implementation of Inclusive Insurance covers the product design, sales, communication, and insurance knowledge sharing to provide coverage to everyone in appropriate price and easy-to-understand conditions.
The Company prioritizes the product design by concerning the different customers’ needs through data analysis, trend research, and risk assessment of each age segment. As a result, products are designed to be unique for each target group such as Personal Accident insurance for older people, Health insurance with cheaper price, Critical Illness insurance for kids, or SMEs insurance to reduce the risk exposure of retail entrepreneur. All implementations can help the Company to meet the needs of customers and operate the business with social responsibility.
In terms of sales, the Company is committed to provide all information to the customers for transparency and honesty. Sales Officers continuously develop skills to sell the products with transparency, no misunderstanding and false information. Moreover, the Company have various sales channels such as branches, agent networks, and digital channels in order to open the access to insurance, especially for people in rural or remote areas.
Inclusive Insurance products are developed to meet the needs of low-income customers and the vulnerable groups such as “PA for Senior”, Health insurance “Women can smile” and “Madame Care”, PA insurance “Care for Kids”, Health insurance for kids with Lung disease and Dengue fever coverage, and Sports Fan insurance. In addition, the Company offers insurance products with premiums starting at just a few hundred Baht, ensuring that everyone has an equal opportunity to obtain insurance coverage. The Company also provides products tailored for small businesses such as SME Insurance, with premiums starting at only THB 700, helping small entrepreneurs mitigate risks and operate their businesses with greater confidence. Affordable home and property insurance products are also available, making protection more accessible to ordinary households.
To promote insurance literacy, the company continuously organizes educational activities for the public such as “Building Financial Security Through Insurance” program held in the Khlong Toei Temple 2 Community. This aims to educate participants on risk management planning, selecting appropriate insurance coverage, and using insurance as a tool to strengthen household financial stability. The program was attended by 29 participants and serves as an example of the Company’s efforts to provide insurance knowledge among grassroots. Such initiatives help reduce inequality in insurance literacy and empower individuals to make better decisions when choosing suitable protection for themselves and their families.
Furthermore, the Company is expanding accessibility through digital channels, particularly through the Muang Thai Friends application, which includes policy management, insurance purchases, renewals, claims notifications, and privileges in one platform. This enables new customers and customers in remote areas to access insurance services more conveniently and efficiently. Digital channels also help reduce time and cost barriers to insurance access for individuals, including older people, freelance workers, and persons with disabilities.
Inclusive Insurance initiatives reflect the Company’s commitment to reducing inequality and promoting social equity in line with the “Leave No One Behind” principle of the United Nations Sustainable Development Goals (SDGs), especially SDG 1, 3, 8, and 10. Expanding insurance protection and developing responsible products are key priorities that ensure everyone in society can truly “Face Crisis with a Smile”.
The Promotion of Human Rights & Diversity
Muang Thai Insurance aims to operate the business under the respect of human rights, equality, and fair treatment towards all stakeholders by adhering to the international standards such as UN Guiding Principles on Business and Human Rights (UNGPs), ILO Standards, and Thai Labor Laws to establish the safe, transparent, and non-discriminated working environment and service.
The Establishment of Human Rights Policy
The Company establishes the new Human Rights Policy, which covers employees, customers, suppliers, and communities. The Company has communicated the policy among employees at all levels for acknowledgement in June 2025. The contents cover main areas as follows:
– Non-discrimination regardless of gender, age, race, religions, disabilities, sexual orientation or other status
– Labor rights protection
– Personal data Protection and privacy
– The promotion of safe working environment and the respect of human-being
Performance in 2025
– The formulation of Human Rights Policy and Guidelines
– The revision of Human Rights Complaints procedure through Intranet and Anonymous Drop Box
– No case of discrimination
The Management of Human Rights Complaints
The Company has various complaint channels to build confidence among stakeholders such as
– Intranet for employees
– Anonymous Drop Box
– Call Center 1484 and branches
– The fair investigation and consideration
Performance in 2025
– Complaints from employees = 0 case
– Human Right Complaints from customers = 0 case
– Human Rights Due Diligence (HRDD)
The Promotion of Diversity and Employee Engagement
The Company supports the employee engagement at all levels by cultivating the culture of Inclusive Workplace through inclusive activities and policies such as
– The promotion of employment opportunities among older people, people with disabilities, and low-income people
– The revision of the employee engagement survey, reflecting the safety workplace, equality, and friendly environment.
– The promotion of engagement activities such as Valentine’s Day Activity to build the culture of respecting each other.
– Employee Voice Mechanism opening for opinion and suggestion
The Human Rights Communication and Training
The Company arranges the trainings and communicates about the basic rights within the organization such as
– The basic knowledge on human rights and the stakeholders’ practices
– The prevention of assaults, discrimination, and inappropriate acts
– Communication through Intranet, E-Learning, and internal media
– Trainings for the management and executives to be a role model of Human Rights & Diversity
– Insurance knowledge sharing for vulnerable group and communities
– Online claim service to reduce the inequal access of service
– Natural disaster relief by arranging tow trucks and staff to provide the service for 24 hours
Corporate Social Responsibility (CSR)
Natural Disaster Relief
Flood in Hat Yai District, Songkhla Province
Muang Thai Insurance Public Company Limited places the highest importance on supporting its customers during crisis, particularly disasters that affect people’s lives, property, and safety. Providing prompt, transparent, and fair assistance is one of the Company’s core principles, under the concept of “Face Crisis with a Smile”, which reflects its commitment to being a source of safety net and security for both customers and society.
During the major flood in Hat Yai District, Songkhla Province, the Company took immediate action under the leadership of Mrs. Nualphan Lamsam, Chief Executive Officer (CEO). Employees, along with more than 40 tow trucks and recovery vehicles, provide the support in the affected areas as soon as water began to recede. Their mission was to provide 24-hour lifting, towing, and relocation services for customers whose vehicles are damaged by flood and to expedite the process of loss assessment and repair. This initiative aimed to minimize the impact on customers and prevent further losses.
CEO Madam Pang said that “All employee understands that we are part of the recovery during natural disasters. This field visit reflects our commitment to take care of our customers during difficult times and provide encouragement to everyone. We will overcome this crisis once again together.” The services cover both property insurance and motor insurance to facilitate customers to file claims more quickly, reduce waiting period, and gain confidence that the company will stand by them in every situation.
These actions demonstrate Muang Thai Insurance’s commitment to putting policyholders first by emphasizing speed, readiness, and efficient management in order to strengthen customer confidence and provide greater security and peace of mind to people across the country during times of disaster.
Flood in Phra Nakhon Si Ayutthaya
On 13 November 2025, Mrs. Nualphan Lamsam, Chief Executive Officer of Muang Thai Insurance Public Company Limited and Chairperson of the Madam Pang Foundation, assigned representatives to provide the flood relief in Phra Nakhon Si Ayutthaya Province. The Company donated THB 100,000 and 1,200 bottles of drinking water, and 1,000 Madam Pang Foundation T-shirts to support recovery efforts and alleviate the people’s hardship. The donation was officially received by Mrs. Somsong Pancharoenworakul, Chief Executive of the Phra Nakhon Si Ayutthaya Provincial Administrative Organization (PAO), at the Provincial Administrative Organization Office in Phra Nakhon Si Ayutthaya.
- Nurturing a Spirit of Giving:
Nurturing a Spirit of Giving: The company cultivates a “volunteer mindset” among employees, from new hires to staff at all levels, at both headquarters and regional branches, through the “Muang Thai New Brave Volunteers” program. Today, this initiative includes over 1,000 volunteers across 70 groups.
- Building a Society of Smiles:
Improving the quality of life for people with disabilities by creating additional employment opportunities through the dedicated project, which has been ongoing since 2014. The initiative involves over 10 partnering organizations and supports more than 300 individuals with disabilities across 10 provinces.
Promoting Sports: Recognizing the holistic benefits that sports provide to athletes, families, fans, communities, and the nation, the company proudly acts as the main sponsor of the Port F.C. football club and several other teams in Bangkok and other provinces. Additionally, the company is a key sponsor of the Thai national football team.
Launching “Madame’s Kitchen”: Provided crucial support to the public and medical staff during the COVID-19 pandemic by preparing and distributing over 150,000 boxed meals. Distributing Survival Kits: Delivered more than 10,000 “Madame’s Kitchen” survival kits to individuals in need across communities, hospitals, and field hospitals.
- Sustaining the Spirit of Giving
In partnership with the Madame Pang Foundation, the company continues to engage in social initiatives aimed at providing aid to Thai people across different regions and sectors. These efforts include medical assistance, educational support, aid for the underprivileged, and disaster relief. Additionally, the company collaborates with the New Brave Volunteers to promote community development and resilience.