BPJS Kesehatan Dismisses Poor Service Claims, Highlights 725 Million JKN Utilisations in 2025

Recently, content circulating on social media claimed that BPJS Kesehatan’s services are poor, and even suggested that the agency’s own employees are reluctant to use the scheme for medical treatment.

Responding to the matter, BPJS Kesehatan’s Head of Public Relations, Rizzky Anugerah, considered the content to convey incomplete information and to risk obscuring the facts on the ground.

In 2025, BPJS Kesehatan recorded more than 725.3 million utilisations of the National Health Insurance Programme (JKN). This means that on any given day, there were more than 1.99 million JKN service utilisations.

Furthermore, between 2014 and 2025, BPJS Kesehatan has disbursed more than Rp1,279.8 trillion to pay for healthcare services.

Rizzky said these costs were funded by contributions collected jointly from JKN participants. He noted that many people depend on JKN for medical treatment, particularly those whose illnesses require substantial costs or long-term, even lifelong, treatment.

“We continually carry out evaluations and improvements involving all relevant stakeholders. We are aware that we are far from perfect, but we are committed to ensuring that JKN services are equitable from Sabang to Merauke, despite differing challenges in facilities and infrastructure,” Rizzky said in a written statement on Friday (17/7/2026).

Rizzky added that BPJS Kesehatan ensures JKN participants are served well in accordance with their entitlements. To that end, the agency strives to provide convenience and speed of service for participants, including in the handling of complaints.

He explained that there are various complaint channels available to the public, ranging from the Care Center 165, the Mobile JKN application, administrative services via WhatsApp (PANDAWA) at 08118165165, QR codes at health facilities, the BPJS Kesehatan website, and others. In 2025, 132,319 complaints were received, and 100 per cent of them were resolved.

Rizzky further stressed that since 1 January 2014, all BPJS Kesehatan employees have been registered as active JKN participants in accordance with prevailing regulations.

“The issue of BPJS Kesehatan employees using private insurance is not new. It first circulated in 2016 and we have repeatedly clarified its veracity. All BPJS Kesehatan employees are registered as active JKN participants, with contributions of 4 per cent paid by the employer (BPJS Kesehatan) and 1 per cent deducted from employees’ salaries or wages,” Rizzky said.

Rizzky explained that, under Article 51 paragraph (1) of Presidential Regulation Number 59 of 2024, JKN participants may obtain services at a higher ward class, including executive outpatient services.

However, such upgraded services may only be accessed through supplementary health insurance or by paying the difference between the amount covered by BPJS Kesehatan and the tariff of the chosen service.

“We must also clarify that BPJS Kesehatan employees use JKN for medical treatment, just like other participants. This can be verified in the field. What we wish to convey is that being a JKN participant is mandatory for every Indonesian citizen, but employers may also provide additional benefits to their workers in the form of supplementary health insurance. It must be remembered that besides paying supplementary health insurance premiums, JKN contributions must also be paid. That is the primary obligation,” Rizzky concluded.