AIA Enhances Digital Services to Strengthen Customer Trust and Protection

PT AIA Financial (AIA) has launched a new digital platform designed to provide a more convenient, transparent, and integrated protection experience for its customers. The platform, named AIA+, represents the company’s commitment to strengthening insurance literacy in line with the needs of Indonesia’s digital society.

President Director of AIA, Harsya Prasetyo, stated that with Indonesia’s insurance penetration rate remaining low at around 2.7%, there is a clear need for solutions that bridge the gap between public understanding of insurance and access to its benefits. He noted that Indonesia’s internet penetration rate, which reaches nearly 80% with over 221 million users, presents a significant opportunity to utilise digital technology to expand access and enhance the customer experience.

‘Public trust and understanding are the main foundations for driving sustainable growth in the insurance industry. We believe that the future of the insurance industry is determined not only by product quality but also by our ability to build trust and help the public better understand the benefits of protection,’ Harsya said in a statement on Thursday.

He explained that AIA+ was developed in Indonesia to meet the needs of customers who increasingly prioritise ease and speed in accessing insurance services. Customers can access policy information, file claims, and utilise various features that support their health and protection journey in a practical manner.

This innovation is part of AIA’s efforts to address industry challenges related to public literacy and trust in insurance. With more open access to information and an intuitive digital service, AIA+ is expected to help customers better understand the benefits of protection while giving them greater control over managing their insurance needs.

‘AIA+ marks the beginning of a new insurance experience. We want to make insurance easier to understand, more accessible, and closer to the daily lives of Indonesians. In doing so, more Indonesian families can live healthier, longer, better lives,’ Harsya said. The launch of AIA+ underscores AIA Indonesia’s commitment to continuously innovating and providing relevant protection solutions that keep pace with technological developments and societal needs, while contributing to improving insurance literacy and expanding protection coverage in Indonesia.