Shield Insurance Broker Winning Best Customer Experience Initiative in Thailand at The Asian Banker Thailand Awards 2026
Shield Insurance Broker, operated by Ngern Tid Lor Public Company Limited, a subsidiary of Tidlor Holdings (TIDLOR), won the Best Customer Experience Initiative in Thailand under the Retail Finance Digital and Frictionless Awards category at The Asian Banker Thailand Awards 2026. This reflects its success in transforming its role from an insurance broker into a Service Broker. The focus goes beyond selling policies to prioritizing relationship building and continuous customer care throughout the coverage journey. This ranges from pre-purchase consultation, sales, and 24-hour after-sales care, to claim coordination and status tracking. The service model integrates the Shield Insurance Broker Call Center 1501, where a team of experts is on standby 24/7 for emergency coordination, ensuring our customers truly experience peace of mind from purchase to claim."
Mr. Charnrit Sookplang, Deputy GM – Insurance Broker Business Group, stated that the company is committed to expanding access to both non-life and life insurance products for people across Thailand. Through the Shield Insurance Broker brand, the company has elevated the role of an insurance broker beyond simply providing a sales channel. It aims to be a trusted partner that stands by customers and supports them in every situation.
When the unexpected happens, insurance serves as a “shield” that helps protect customers from risk and ease the resulting financial burden. As a Service Broker, our most important responsibility is to give customers peace of mind, knowing that they will always have someone to provide advice, coordinate assistance, and support them through difficult situations.
This concept was developed into a service model that connects comprehensive customer care, from close consultation by more than 5,000 licensed insurance brokers across a network of over 1,900 Ngern Tidlor branches nationwide, to claim assistance and coordination via the Shield Insurance Broker Call Center 1501. Operating 24/7, the call center serves as a comprehensive consultation and customer care center, effectively building confidence and peace of mind for customers.
A key mechanism bringing the Service Broker concept to life is the "After Unlucky Service 1501" via the Shield Insurance Broker Call Center, featuring a team of experts on standby for 24-hour emergency coordination. In the first half of 2026, there were over 67,000 service calls, increasing over 45% YoY. Meanwhile, a satisfaction survey in Q1/2026 found that customers gave an average satisfaction score of over 90% every month, and rated the staff's politeness, attentiveness, and clarity of information above 9.7 out of 10. This reflects service quality that truly answers customer needs.
Furthermore, Shield Insurance Broker is a pioneer in offering 0% cash installment payments for car insurance premiums for up to 10 months, providing customers with more payment options. Today, this has become a standard service adopted by general insurance brokers, reflecting the true needs of insurance users.
The Asian Banker Thailand Awards 2026 is organized by The Asian Banker, a leading banking and finance media in the Asian region, to present awards to financial institutions that meet standards, possess outstanding potential, and promote sustainable growth.
About “Shield Insurance Broker”:
“Shield Insurance Broker,” operated by Ngern Tid Lor Public Company Limited, a subsidiary of Tidlor Holdings (TIDLOR), is the number one face-to-face insurance brokerage brand, providing close advisory and insurance services through more than 5,000 licensed professional staff at over 1,900 Ngern Tidlor branches nationwide. The company offers insurance products covering motor, personal, homes, and life from leading insurance partners, supported by Shield Insurance Broker Call Center at 1501 (24 hours), ensuring peace of mind from purchase to claims. For more information about “Shield Insurance Broker”:
Website: www.prakantidloh.com
Facebook Fan Page: Shield Insurance Broker
Call Center: Shield Insurance Broker Call Center at 1501 (24 hours)