99.97% of Claims Settled, TASPEN Strengthens Commitment to Next-Day Service Resolution
PT TASPEN (Persero)’s commitment to delivering innovation and faster services through digital transformation and business process simplification has borne fruit. The company has settled 99.97% of claim payments within a maximum of one working day after documents are declared complete, up to May 2026.
The commitment was conveyed by the President Director of PT TASPEN (Persero), Rony Hanityo Aprianto, accompanied by the board of directors, during a hearing with Commission VI of the Indonesian House of Representatives (DPR RI) on Wednesday (8/7).
TASPEN’s Corporate Secretary, Henra, said the commitment reinforces TASPEN’s role as the Centre of Excellence in social security administration. “TASPEN continues to transform its services by prioritising ease of access, speed, and service certainty for all participants,” Henra said in a statement on Thursday (9/7/2026).
The Deputy Chairman of Commission VI of the DPR RI, Nurdin Halid, also commended TASPEN’s transformation efforts and accelerated claim services. “Commission VI of the DPR RI appreciates the efforts of PT TASPEN (Persero) in maintaining the continuity of social security programmes for participants, improving service quality through digital transformation, and taking various steps to improve corporate governance amid economic dynamics and the challenges of the financial services industry,” said Nurdin.
The achievement is supported by various digital service innovations continuously developed by TASPEN. One of these is the TASPEN One Hour Online Services (TOOS), which allows claim payments to be settled within a maximum of one working day after documents are declared complete. Between January and May 2026, 260,026 claims were submitted through online channels, representing 81% of total claims and reflecting the growing use of digital services by participants.
TASPEN has also introduced Digital Authentication through the Andal by Taspen application, with 3.2 million pension participants, or 99.12% of total pension participants, having completed authentication via the application as of May 2026. This innovation is supported by strengthened data integration with the National Civil Service Agency (BKN), the Ministry of Finance, the Ministry of State Secretariat, the Directorate General of Population and Civil Registration (Dukcapil), and 46 TASPEN payment partners across Indonesia.
The success of the service transformation is also reflected in increased participant satisfaction. In 2025, TASPEN’s Customer Satisfaction Index (CSI) reached 98.7 in the Very Satisfied category, continuing an upward trend in participant satisfaction over the past four years.
TASPEN’s commitment and achievements form part of ongoing efforts to improve service quality for participants while strengthening professional, adaptive, and participant-oriented corporate governance. These strategic steps also support the implementation of President Prabowo Subianto’s Asta Cita through improved public service quality and digitally-based governance transformation.