99.97% of Claims Settled, TASPEN Strengthens Commitment to Next-Day Service Resolution

The commitment of PT TASPEN (Persero) to delivering innovation and accelerating services through digital transformation and business process simplification has yielded significant results. The state-owned enterprise successfully settled 99.97% of claim payments within a maximum of one working day after documents were declared complete, a standard maintained up to May 2026. This commitment was conveyed by PT TASPEN President Director Rony Hanityo Aprianto, accompanied by the Board of Directors, during a Hearing Meeting with Commission VI of the Indonesian House of Representatives on Wednesday, 8 July. TASPEN Corporate Secretary Henra stated that this commitment strengthens TASPEN’s role as a Centre of Excellence in social security administration. “TASPEN continues to transform its services by prioritising ease of access, speed, and certainty of service for all participants,” Henra said in a statement on Thursday, 9 July 2026. Deputy Chairman of Commission VI, Nurdin Halid, also appreciated the transformation and acceleration of claim services undertaken by TASPEN. “Commission VI appreciates the efforts of PT TASPEN in maintaining the sustainability of social security programmes for participants, improving service quality through digital transformation, and undertaking various corporate governance improvements amidst economic dynamics and challenges in the financial services industry,” Nurdin said. This achievement was supported by various digital service innovations continuously developed by TASPEN. One of these is TASPEN One Hour Online Services, which allows claim payments to be settled within a maximum of one working day after the documents are declared complete. From January to May 2026, a total of 260,026 claims were submitted through online channels, accounting for 81% of total claim submissions, reflecting the increasing utilisation of digital services by participants. TASPEN also introduced a Digital Authentication service through the Andal by Taspen application, with 3.2 million pensioner participants, or 99.12% of the total, having authenticated via the application as of May 2026. This innovation is supported by strengthened data integration with the National Civil Service Agency, the Ministry of Finance, the Ministry of State Secretariat, the Directorate General of Population and Civil Registration, and 46 TASPEN Paying Partners spread across Indonesia. The success of this service transformation is also reflected in increased participant satisfaction. In 2025, TASPEN’s Customer Satisfaction Index reached 98.7, categorised as Very Satisfied, continuing a four-year trend of improving participant satisfaction levels. TASPEN’s commitment and achievements are part of a continuous effort to improve service quality for participants while strengthening professional, adaptive, and participant-oriented corporate governance. This strategic step also supports the implementation of President Prabowo Subianto’s Asta Cita vision through improving the quality of public services and digital-based governance transformation.