Toss Insurance pioneers abusive-customer protection regime for agents in GA sector

Toss Insurance, a general agency, announced Sunday it will become the first company in the GA sector to introduce a formal regime protecting its insurance agents from abusive customers.

Under the system, when an agent is repeatedly subjected to inappropriate behavior during consultations and requests relief, the company's headquarters takes over direct customer contact on the agent's behalf. Each case is reviewed internally using objective evidence such as call recordings and messages. The company will also refer cases to investigative authorities and provide administrative and procedural support when necessary.

Agents being burdened by behavior unrelated to the purpose of a consultation — or by repeated emotional outbursts — has been a recurring problem in insurance advisory settings. The issue has been flagged as an industry-wide challenge, as it can affect not only individual agents but also the overall quality of consultations and the customer experience.

Insurance agents are widely recognized as one of the most emotionally demanding occupations, yet company-level institutional protections have rarely followed when agents suffer harm. The Financial Supervisory Service has also called on the industry to strengthen agent management frameworks, including through the implementation of GA risk management guidelines.

Rather than leaving agents to handle such situations on their own, Toss Insurance chose to address the problem through a structured institutional approach. The company reasoned that agents who are psychologically stable during consultations are better positioned to provide customers with accurate and responsible insurance guidance.

The regime also covers aftercare. Agents who experience psychological distress from abusive customers will receive counseling support, and the company will apply internal standards to prevent similar incidents from recurring.

"This regime is not a mechanism to restrict customers from raising legitimate concerns or complaints," a Toss Insurance official said. "It is a minimum safeguard to help agents focus more fully on customers' needs in a stable working environment."

Beyond this regime, Toss Insurance also operates an underwriting support center and a dedicated sales support system for its agents.