JAKARTA - PT Asuransi Tugu Pratama Indonesia Tbk or Tugu Insurance has strengthened the company's focus on improving customer service quality amid increasing demands for fast, easy, and responsive services.
This commitment was rewarded in the 2026 Contact Center Service Excellence Award held by Marketing Magazine in collaboration with CARRE CX. In this event, Tugu Insurance through the Call TIA - Tugu Insurance Assistance service won an award in the Call Center category of the Car Insurance subcategory.
The Company obtained an Exceptional rating with the predicate Mostly Happy Customers for the quality of contact center services which were judged to be superior and consistent in maintaining customer satisfaction.
The CCSEA assessment was carried out from January to December 2025 for around 400 contact centers across industries in Indonesia.
The audit process is carried out independently using the Contact Center Service Excellence Index (CCSEI) method which includes aspects of service access, systems and procedures, as well as the quality of human resources.
Tugu Insurance's Business Development Group Head, Yudhi Ferraro, said that this achievement was an incentive for the company to continue to strengthen the human-centric and adaptive service approach to customer needs.
"In the future, we continue to strengthen the service approach through service values that prioritize Trust, Easiness, and Friendliness (TREND) in every interaction with customers," said Yudhi in his statement.
In addition to strengthening the quality of human resources, the company also continues to encourage digital service innovation to improve customer experience that is faster and more efficient.
Raihan awards for six consecutive years are considered proof of the company's consistency in maintaining the standard of service excellence in the national general insurance industry.
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