Jakarta – Direktur Utama PT Asuransi Jiwa IFG (IFG Life) Harjanto Tanuwidjaja menyatakan bahwa proses klaim asuransi harus transparan, cepat, mudah. Sulitnya proses hingga pencairan klaim akan membuat hilang kepercayaan dari nasabah.
Harjanto menyampaikan bahwa teknologi digital saat ini telah berkembang pesat, sehingga tidak ada lagi alasan untuk perusahaan asuransi soal klaim asuransi yang berlarut. Klaim adalah the moment of truth bagi nasabah tentang produk asuransi.
“Kalau saat mengklaim ternyata susah, sudah pasti mereka tidak percaya lagi dengan asuransi. Saya yakin dan sudah dituangkan dalam peta jalan bahwa customer first, konsumen jadi yang terdepan. Maka asuransi mesti berlomba-lomba secepat mungkin membayarkan klaim,” kata Harjanto dalam salah satu panel diskusi BNI Investor Daily Summit 2023 bertajuk “Insuring Indonesia: Revitalizing Indonesia’s Insurance Industry” di Hutan Kota by Plataran, Senayan, Jakarta, Rabu (25/10/2023).
Di samping cepat dan mudah, klaim asuransi juga harus transparan supaya nasabah juga mendapat kepastian. Oleh karena itu, IFG Life terus menekankan kepada setiap insan perusahaan bahwa setiap klaim yang diajukan mesti ditindaklanjuti dengan baik.
Oleh karena itu, transparansi yang dimaksud itu juga menyangkut layanan yang responsif. Pengajuan klaim harus dapat dipantau perkembangannya oleh nasabah. Sekalipun nantinya klaim ditolak perusahaan asuransi, maka penjelasan yang relevan dan masuk akal harus disampaikan betul kepada nasabah.
“Contohnya di IFG Life, ketika kami mengalihkan polis-polis Jiwasraya, kami sudah bersepakat bahwa ketika dialihkan, nasabah-nasabah Jiwasraya yang sudah lama menunggu, ketika sudah dialihkan maka harus segera dibayar. Jadi kami sudah sedari awal menyadari untuk membangun layanan yang responsif,” beber Harjanto.
Dia menyatakan, memang dalam realisasinya layanan klaim asuransi kepada nasabah tidak begitu saja sempurna. Dalam realisasinya, terkadang masih ditemukan kendala kecil seperti nama rekening yang tidak sesuai dengan KTP, nomor rekening yang tidak lengkap, dan lain sebagainya.
“Ke depan teknologi itu akan membuat segala hal lebih sederhana. Biometric dan sebagainya akan menjawab persoalan-persoalan seperti itu,” ujar Harjanto.
Peluang Besar
Setelah layanan klaim bisa dipastikan transparan, cepat, dan mudah, maka kepercayaan masyarakat secara umum terhadap asuransi dipercaya akan terus bertumbuh. Masyarakat juga bisa lebih terbuka menyadari bahwa asuransi bukanlah barang mewah demi memproteksi diri dari berbagai risiko ke depan.
“Bahwa masyarakat bekerja untuk lebih sejahtera, tapi juga ingat kesejahteraan itu bisa terancam ketika suatu risiko benar-benar terjadi. Kita harus memproteksi kemajuan hidup kita. Saya telah memahami dan memiliki asuransi,” kata Harjanto.
Harjanto juga sangat yakin terhadap potensi besar industri perasuransian ke depan. Baru-baru ini, OJK telah meluncurkan Peta Jalan Pengembangan dan Penguatan Perasuransian 2023-2027. Selain itu, AAJI turut memperkenalkan peta jalan khusus untuk industri asuransi jiwa untuk menyongsong Indonesia Emas 2045.
Kedua peta jalan jadi jalur untuk sama-sama memperbaiki dan mengembangkan industri perasuransian. “Kami sangat yakin, bahwa memang saat ini inklusi dan penetrasi asuransi masih rendah, tetapi ke depan kami optimis. Apalagi IFG Life didirikan untuk ikut menguatkan kepercayaan masyarakat Indonesia karena permasalahan Jiwasraya,” ucap dia.
Dia menegaskan bahwa masalah Jiwasraya akan segera dituntaskan pada akhir tahun ini. Pihaknya telah berhasil mengalihkan polis senilai Rp 31 triliun dalam program restrukturisasi polis Jiwasraya, berikut klaim dibayarkan senilai Rp 9,4 triliun.
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