BPJS Kesehatan Denpasar Urges Public to Use JKN App Features
BPJS Kesehatan Denpasar branch held a strategic meeting with media and stakeholders in the Renon area of Denpasar on Friday, 29 May 2026. The meeting aimed to gather public feedback and clarify widespread misinformation regarding National Health Insurance (JKN) services.
Assistant Deputy for General Human Resources and Communication at BPJS Kesehatan Central, Made Sukmayanti, expressed concern over the negative public image the agency often faces online. She noted that BPJS Kesehatan frequently becomes a target of sharp criticism on social media and mainstream outlets when communication issues arise on the ground.
“Despite our best efforts in service delivery, even minor misinformation leads to intense scrutiny of BPJS Kesehatan. That’s why we’re holding this open discussion today—to identify shortcomings and improve future services,” Sukmayanti stated.
Addressing Public Complaints
During the discussion, journalists reported common public grievances, including cumbersome service procedures, hospital refusal issues, and elderly participants struggling with digital applications. Sukmayanti emphasised that much of the information circulating on social media lacks verified accuracy.
Dewa Wiguna, a journalist from Antara News Agency, urged BPJS Kesehatan to be more proactive in disseminating information. “Misinformation must be swiftly addressed to prevent it from spreading unchecked. Prompt responses are essential to protect BPJS from clickbait content,” he stressed.
Digital Solutions: Mobile JKN and Pandawa
As a concrete measure to protect participants, BPJS Kesehatan is encouraging the public to use non-face-to-face services. The primary channels promoted are the Mobile JKN app and the Pandawa WhatsApp service at 08118 165 165.
Mobile JKN: Offers comprehensive features including online queuing, telehealth, service history access, and a ‘Rehab’ feature for paying overdue premiums in instalments.
Pandawa (WhatsApp): A solution for those unwilling to install apps, allowing administrative tasks, information requests, and complaints via WhatsApp chat.
Elly Widiani, Head of BPJS Kesehatan Denpasar Branch, added that digitisation aims to eliminate physical queues at branch offices or Public Service Centres. “Participants can instantly check their membership status and healthcare facility locations directly from their phones,” she said.
According to the latest data as of 1 April 2026, the JKN programme covers 284.99 million people, or approximately 98.8% of Indonesia’s population. With near-universal coverage, enhancing digital literacy among participants is a top priority for BPJS Kesehatan to maintain service quality.