General Insurance Association Opens "Integrated Civil Complaint Support Center" to Enhance Complaint Handling Efficiency

Civil Complaint Support and Counseling, Insurance Enrollment Inquiry, and Solicitor Deregistration Services
Capacity of Permanent Examination Halls for Insurance Planners Expanded from 1,100 to 1,650 Test-takers per Day

The General Insurance Association of Korea announced that it held the opening ceremony for the "Integrated Civil Complaint Support Center" in Doksan-dong, Geumcheon-gu, Seoul, on September 2, 2026.

Participants of the opening ceremony for the "Integrated Civil Complaint Support Center," held on the 2nd in Geumcheon-gu, Seoul, are taking a commemorative photo. Attendees included Lee Byungrae, President of the General Insurance Association of Korea (center), executives, and Ahn Jihong, Chairman of the Labor Union of the General Insurance Association of Korea (third from right). The participants were Choi Jongsoo, Head of Consumer Service Division of the General Insurance Association of Korea; Shin Jonghyuk, Head of Automobile Insurance Division of the General Insurance Association of Korea; Oh Hongju, Executive Director of the General Insurance Association of Korea; Lee Byungrae, President of the General Insurance Association of Korea; Ahn Jihong, Chairman of the Labor Union of the General Insurance Association of Korea; Kim Jihoon, Head of Planning and Management Division of the General Insurance Association of Korea; and Kwon Byungggeun, Head of General and Long-Term Insurance Division of the General Insurance Association of Korea.

The ceremony was attended by all executives of the association, including Chairman Lee Byungrae, as well as representatives from the labor union.

The center was established to handle insurance-related complaints transferred from the Financial Supervisory Service and those submitted to the association through the National Petition Portal in a more specialized and efficient manner.

Additionally, the center provides services such as insurance enrollment inquiries and the direct cancellation of insurance solicitors, so that users can conveniently access multiple services in one location.

The association plans to use the operation of the center to enhance both the expertise and interconnectivity of each work area, resolving users' inconveniences more swiftly.

Furthermore, by systematically analyzing various cases identified during complaint-handling processes, the association intends to actively identify sources of consumer inconvenience and use these insights to improve future complaint-handling and consumer protection work.

Prior to the opening of the center, the association had already been processing complaints, starting in July with those concerning liability proportions in traffic accident cases, as well as other complaints transferred from the Financial Supervisory Service.

Beginning this month, the scope of complaints handled by the association will gradually expand to include issues related to commissions and appointment or dismissal of insurance solicitors, as well as complaints regarding discourteous behavior by insurance company employees.

The association stated that, from July 6 to August 26, it processed 130 out of 211 complaints (61.6%) transferred by the Financial Supervisory Service, with the remaining 81 cases (38.4%) still in process.

The average processing time for complaints transferred by the Financial Supervisory Service was approximately 11.6 days, including periods required for voluntary mediation, fact-finding, and document supplementation.

In addition, the center now houses a total of three permanent examination halls for insurance planners. The simultaneous accommodation capacity of the halls has increased by about 50%, from 220 people to 330 people per session, raising the maximum number of daily test-takers from 1,100 to 1,650.

Chairman Lee stated, "The general insurance industry will continue to closely examine any inconveniences identified at the site of civil complaints and proactively reflect them in work improvements, thereby building an insurance industry that earns even greater trust from the public."

This content was produced with the assistance of AI translation services.