Digital Era Transforms Insurance Services, Life Insurance Claims Now More Transparent
Digital transformation in the financial sector continues to drive changes in insurance services in Indonesia. One area that is beginning to attract attention is the digitalisation of the claims process, which is considered capable of providing faster certainty for families when facing the risk of losing a family member.
Sharia life insurer Kitabisa, through its SalingJaga Keluarga product, has introduced a digital life benefit claims system with a process claimed to be more concise and transparent. The innovation is intended to address public complaints about insurance claims processes that have long been considered synonymous with lengthy bureaucracy.
The benefits of this digitalisation were felt by the family of the late Dr Nesyana, a doctor who had been an active member of SalingJaga Keluarga for two years before passing away from cancer she had suffered from during the last six months.
After her passing, the process from submission to disbursement of the benefit could be carried out without burdening the family with lengthy administrative procedures.
Her husband and heir, Asri Abidin, said the claims process provided peace of mind for the family amid their period of mourning. “Honestly, we are grateful that the process at SalingJaga is truly humane, transparent, and fully online, because we have had experience dealing with a claims process that took months and drained our savings,” said Asri on Tuesday (11/8/2026).
According to him, the disbursement of the benefit also provided certainty for the continuity of education and the needs of the children left behind. “With the SalingJaga benefit disbursed without obstacles, I now have certainty to continue supporting the children’s education and needs. The kindness and efforts of my late wife are truly felt to this day,” he said.
As a sharia life insurer that prioritises the principles of transparency and mutual assistance, SalingJaga utilises digital technology to cut several conventional administrative stages. The entire process, from member registration, payment of Tabarru’ Fund contributions or mutual assistance funds, to uploading claim documents, can be done via mobile phone.
Transparency in fund management can also be monitored through the Impact page available on the SalingJaga application and official website. SalingJaga President Director Eriawan Indra said that ease and efficiency of claims are an important part of building public trust in sharia insurance.
“Our principle is simple: when disaster or grief occurs, we must be present to embrace, not burden. Therefore, we designed the SalingJaga benefit claims system to be fully digital, fast, and transparent. Our task is to ensure that mutual assistance funds from fellow members can be received directly by heirs without bureaucratic obstacles,” Eriawan asserted.
The digitalisation demonstrates the changing needs of the public regarding insurance services. Beyond financial protection, the public increasingly needs processes that are easy, transparent, and responsive when insurance benefits must be used.
He added that through an integrated digital ecosystem with sharia principles, PT Asuransi Jiwa Syariah Kitabisa, through SalingJaga Keluarga, is committed to developing life protection that not only emphasises the financial aspect but also ease and empathy for Indonesian families.