# Indonesian insurance industry service and quality trends

> Live situation record from CLSTR: https://clstr.news/situations/indonesian-insurance-industry-service-and-quality-trends
> Updated: 2026-09-09T15:55:28.000Z. Sources: 8. Developments: 3.

Indonesian insurance providers are increasingly focusing on service quality, customer protection, and claim transparency. Tugu Insurance received national recognition in 2026 for service quality and its customer journey experience, specifically regarding its car insurance purchasing process and its focus on digital and conventional interaction points.

In the life and health insurance sectors, Manulife Indonesia and Allianz Indonesia are emphasizing the necessity for policyholders to conduct regular reviews to ensure coverage remains relevant to changing life stages. Manulife Indonesia has also highlighted its commitment to helping policyholders understand coverage from the point of purchase through to the claim process, utilizing a structured approach for health, life, pension, and endowment products.

Regarding financial performance and claim fulfillment, Panin Dai-ichi Life reported a significant claim payout of Rp1.29 billion in Jakarta, maintaining a Risk Based Capital (RBC) ratio of 1,495.63 percent. During National Customer Day, IFG Life reported paying out a total of Rp9.4 trillion in claims between January and July 2026, utilizing digital platforms and physical offices across 20 cities to provide accessible protection.

## Timeline

### 2026-09-09: Indonesian insurers emphasize claim transparency and customer protection

Indonesian insurers IFG Life and Manulife Indonesia are highlighting their commitment to transparent claim processes and customer protection services.

3 sources. https://clstr.news/cluster/indonesian-insurers-emphasize-claim-transparency-and-customer-protection

### 2026-09-07: Indonesian insurance providers focus on service quality and claim transparency

Indonesian insurance firms like Tugu, Manulife, and Panin Dai-ichi Life are prioritizing service quality, claim transparency, and policy reviews, while Safaraya reports rising interest in independent Umrah.

3 sources. https://clstr.news/cluster/indonesian-insurance-providers-focus-on-service-quality-and-claim-transparency

### 2026-09-07: Indonesian insurance firms Tugu Insurance and Askrindo receive national awards

Indonesian insurers Tugu Insurance and Askrindo received national awards in 2026 for service quality and strategic marketing leadership aimed at increasing insurance inclusion.

2 sources. https://clstr.news/cluster/indonesian-insurance-firms-tugu-insurance-and-askrindo-receive-national-awards

---
Cite as: Indonesian insurance industry service and quality trends. CLSTR, https://clstr.news/situations/indonesian-insurance-industry-service-and-quality-trends