Insurance Is In The Top 10 Complaint Problems At YLKI

Illustration. (Photo: ASABRI)

JAKARTA - The Indonesian Consumers Foundation (YLKI) released data on complaints per 2019. The number reached 1,871 complaints which were divided into two categories, namely 563 individuals, groups or 1,308 collective complaints.

YLKI also took the 10 sector categories that received the most complaints. The Chief Executive of YLKI, Tulus Abadi, explained that insurance is included in the top 10 categories of consumer complaints, in addition to banks and online loans. Of the total complaints received by YLKI, 21 of them were financial service problems, in this case insurance.

Tulus explained that there are still many consumer complaints to YLKI indicating several important things. One of them, related to the response of each operator or business actor is not effective enough to accommodate consumer complaints.

According to him, if the complaint handling mechanism by business actors runs effectively, consumers do not need to complain to YLKI or other institutions.

Based on YLKI data, 21 complaints related to insurance are the most dominant regarding consumer insurance policies, including insurance claims that are difficult to liquidate.

"The insurance business players who received complaints were Prudential two complaints, Bumiputera seven complaints, PT Prudential Life Assurance one complaint, Axa Mandiri three complaints," said Tulus, at the YLKI office, Jalan Duren Tiga, South Jakarta, Tuesday, January 14.

He added that there were also two complaints from AIA Insurance, three complaints from Alianz Life Indonesia, one complaint from PT Jamsostek, one complaint from Commonwealth Life, and one for PT Asuransi Jiwasraya.

Tulus explained that the sources of complaints at YLKI were divided into five categories. 32.85 percent of the complaints came directly to the office. Meanwhile, via email, 28.24 percent, through copies of around 20.24 percent, website 15.09 percent, direct mail 3.19 percent.

"Complaints on financial service products have been very dominant in the last five or even seven years. The reason is that supervision by regulators is weak, lack of goodwill from operators, and consumer literacy is still low," he explained.