BRI Life Strategy to Boost Customer Experience while Accelerating Digital Innovation in Services
PT Asuransi BRI Life (BRI Life) has achieved two silver awards at The Best Contact Center Indonesia 2026, organised by the Indonesia Contact Center Association (ICCA).
BRI Life’s Operational Director, Andrew Bain, explained that the awards were won in the categories of The Best Customer Experience and The Best Digital Innovation.
“This achievement serves as appreciation for BRI Life’s efforts in enhancing customer experience and developing digital innovation within the company’s services,” Andrew stated in a press release on Saturday, 26 September 2026.
The awards were presented during the Awards Ceremony for The Best Contact Center Indonesia 2026 in Jakarta. In the The Best Customer Experience category, BRI Life was recognised for its efforts in providing services oriented towards customer needs.
“The company continues to strengthen ease of access to information, response accuracy, and the quality of interaction through various service channels,” said Andrew.
Meanwhile, the The Best Digital Innovation award reflects technological developments aimed at supporting service processes that are easier and more relevant for customers.
Andrew noted that both awards are the result of collaborative efforts by the entire BRI Life team and serve as motivation to continuously improve service quality.
“This award is an appreciation of the hard work of all BRI Life personnel in delivering services that prioritise customer needs and experiences,” said Andrew.
“For us, customer experience and digital innovation are interconnected. Technology must provide convenience and make the customer service experience even better,” he added.
According to Andrew, technological advancements and changing customer expectations require the insurance industry to continuously adapt. Consequently, BRI Life is developing digital channels while simultaneously enhancing human resource capabilities.
“This is to ensure that customers receive responsive services that align with their needs,” he concluded.