BPJS Kesehatan Responds to 'Poor Service' Allegations

BPJS Kesehatan has responded to recent social media content alleging that its services are so poor that even its own employees refuse to use them for medical treatment. Head of Public Relations Rizzky Anugerah expressed regret over the content, stating that it did not convey complete information and risked obscuring the facts on the ground. In 2025, BPJS Kesehatan recorded more than 725.3 million instances of utilisation of the National Health Insurance (JKN) programme, equating to over 1.99 million uses per day. Furthermore, from 2014 to 2025, BPJS Kesehatan disbursed more than Rp1,279 trillion to pay for healthcare services. Rizzky noted that these funds are the result of JKN participant contributions collected collectively, and that many people depend on JKN for treatment, especially for costly illnesses or those requiring long-term or lifelong care. ‘We continuously conduct 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 varying challenges in facilities and infrastructure,’ Rizzky stated on Friday (17/7). He emphasised that BPJS Kesehatan is committed to ensuring JKN participants are served according to their rights, and has therefore strived to provide easy and fast services, including complaint handling. Various complaint channels are available, including Care Center 165, the Mobile JKN application, the WhatsApp-based PANDAWA service, QR codes at health facilities, and the BPJS Kesehatan website. In 2025, 132,319 complaints were received, and 100 per cent were resolved. Rizzky also confirmed that all BPJS Kesehatan employees have been registered as active JKN participants since 1 January 2014, in accordance with prevailing regulations. He clarified that the issue of employees using private insurance is not new, having first surfaced in 2016, and has been repeatedly corrected. Employee contributions are paid at a rate of 4 per cent by the employer and 1 per cent deducted from the employee’s salary. Referring to Presidential Regulation Number 59 of 2024 Article 51 paragraph (1), Rizzky explained that participants can upgrade their care beyond their entitlements, including additional executive outpatient services, by taking out supplementary health insurance or paying the difference in costs. He stressed that BPJS Kesehatan employees also use JKN for medical treatment, and that while JKN participation is mandatory for all Indonesian residents, employers may provide additional benefits in the form of supplementary health insurance.