Complete 99.97 Percent of Claim Payments, TASPEN Strengthen Commitment to Complete H+1 Services

Photo: Dok. TASPEN

PT TASPEN (Persero) has successfully completed 99.97 percent of claims payments, the longest H+1 working day after the file was declared to meet the requirements until May 2026. This achievement was achieved through the company's commitment to bring innovation and accelerate services through digital transformation and business process simplification.

The commitment was conveyed by the President Director of PT TASPEN (Persero), Rony Hanityo Aprianto, accompanied by the Board of Directors, at the Public Hearing (RDP) with Commission VI of the Indonesian House of Representatives, Wednesday, July 8. TASPEN Corporate Secretary, Henra, said that this commitment strengthens TASPEN's role as a Center of Excellence in the implementation of social security.

"TASPEN continues to transform services by prioritizing ease of access, speed, and certainty of service for all participants," said Henra.

Deputy Chairman of Commission VI of the Indonesian House of Representatives, Nurdin Halid, also appreciated the transformation and acceleration of claim services carried out by TASPEN.

"Commission VI of the Indonesian House of Representatives appreciates PT TASPEN's (Persero) efforts in maintaining the sustainability of the social security program for participants, improving service quality through digital transformation, and taking various steps to improve corporate governance in the midst of economic dynamics and financial services industry challenges," said Nurdin.

This achievement is supported by various digital service innovations that TASPEN continues to develop. One of them is TASPEN One Hour Online Services (TOOS), which allows claims payments to be completed within H+1 working days after the file is declared complete.

From January to May 2026, a total of 260,026 claim submissions were made through the online channel or reached 81 percent of the total claim submissions, reflecting the increasing use of digital services by participants.

TASPEN also presents Digital Authentication services through the Andal by Taspen application, with a May 2026 achievement of 3.2 million pension participants or 99.12 percent of the total pension participants have authenticated through the application. This innovation is supported by strengthening data integration with the State Civil Service Agency (BKN), Ministry of Finance, Ministry of State Secretariat, Directorate General of Population and Civil Registration (Dukcapil), and 46 TASPEN Pay Partners spread throughout Indonesia.

The success of the service transformation is also reflected in the increasing satisfaction of participants. In 2025, TASPEN's Customer Satisfaction Index (CSI) reached 98.7 with the Very Satisfied category, continuing the trend of increasing participant satisfaction rates over the past four years.

This commitment and achievement of TASPEN is part of an ongoing effort to improve the quality of service to participants while strengthening the professional, adaptive, and needs-oriented corporate governance of the company. This strategic step also supports the implementation of Asta Cita President Prabowo Subianto through the improvement of public service quality and the transformation of digital-based government governance.