Acquired 32 Exclusive Usage Rights
Controlling Misselling to Financially Vulnerable Groups
"Proven Leader in Customer Service"
DB Insurance announced on July 4 that it ranked first in both the long-term insurance and auto insurance categories in the Korea Standards Association's '2025 Korea Service Quality Index (KS-SQI) Assessment'.
At the '2025 Korea Service Quality Index (KS-SQI) Certification Ceremony' held on the 3rd at Lotte Hotel in Jung-gu, Seoul, Kwonil Park, Head of DB Insurance Division (left), and Dongmin Moon, Chairman of the Korea Standards Association, are taking a commemorative photo. DB Insurance
The KS-SQI is determined by customers evaluating companies' products and services. It is a comprehensive index that reflects the quality and level of the service industry as a whole.
DB Insurance explained that winning first place in both the long-term and auto insurance categories this time demonstrates its solid position as a leading company in customer service within the insurance sector.
A DB Insurance representative stated, "This achievement is the result of being the first in Korea to develop auto insurance and leading the culture of safe driving."
DB Insurance actively utilizes big data analysis and research to provide customers with optimized products and differentiated services. The company has been recognized for its product development capabilities, having acquired 32 exclusive usage rights to date.
The entire process from accident reporting to compensation has been streamlined through a digital system to improve processing speed. One-on-one consultations with professional claims specialists have helped reduce customer anxiety and build trust. In particular, features such as real-time status updates via mobile and easy document submission have received positive feedback from customers.
Since declaring customer satisfaction management in 1996, DB Insurance has initiated a shift to a customer-centric management paradigm. The company has expanded and strengthened consumer participation activities such as consumer evaluation panels and university student supporters to enhance service quality at customer touchpoints (MOT), and these activities are reflected in its processes.
DB Insurance operates a Consumer Protection Officer system to resolve customer complaints at an early stage. An early warning system for complaints has also been implemented to strengthen the management framework.
To prevent misselling to financially vulnerable groups such as foreigners and the elderly, DB Insurance was the first in the insurance industry to introduce a three-way sequential interpretation service and a dedicated call center for senior citizens. As a result, the company’s complete sales rate increased from 99.5% in 2020 to 99.95% in 2024.
In the Financial Supervisory Service's first triennial financial consumer protection assessment in 2023, DB Insurance became the first and only company in the insurance industry to receive a 'Good' grade. The company also received the Consumer-Centered Management (CCM) certification from the Korea Fair Trade Commission for 18 consecutive years, the first in the insurance sector to achieve this.
A DB Insurance representative said, "Achieving first place in both the long-term and auto insurance categories of the KS-SQI is the result of our efforts to get closer to our customers," adding, "We will continue to further enhance our customer service quality and financial consumer protection activities in the future."
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