Digital Vehicle Insurance Services Urged to Become Easier and More Practical
The development of digital financial services has brought consumer experience in accessing insurance products to the forefront. Beyond protection options, consumers are increasingly considering the application process, payment methods, and the quality of service throughout the product lifecycle.
This trend is reflected in the Service Quality Award (SQA) 2026, which measures customer experience quality across various sectors. In this event, online car insurance purchase services were evaluated under the ‘Car Insurance Online Purchase Service Experience’ category.
PT Cermati Pialang Asuransi, operating as Cermati Protect, secured an award in this category. The company, which acts as an insurance broker and consultant licensed by the Financial Services Authority (OJK), recorded a Service Quality Index (SQI) of over 4.000, surpassing the industry average.
Juanri, VP of Insurance at Cermati Protect, stated that this award serves as motivation for the company to continue improving public access to vehicle protection. “We are committed to making it easier for the public to obtain information and select car insurance protection that meets their specific needs,” said Juanri.
The Service Quality Award 2026 is organised by Marketing Magazine in collaboration with the research institution Carre Service Quality Monitoring. The assessment is based on national Service Quality Index (SQI) research, which comprehensively measures customer satisfaction levels.
The research covers two main aspects: Perceived Service Quality and Perceived Service Value. Surveys were conducted across various major cities in Indonesia to gain an overview of consumer experiences with the services they utilise.
For digital-based car insurance services, this experience spans several stages, from searching for information to the final purchase process. The ease of the online process is becoming increasingly relevant as consumers access services without needing to visit service provider offices in person.
Cermati Protect offers vehicle protection options including All Risk and Total Loss Only. Applications can be completed online with flexible payment methods, no handling fees, and secure transaction processes.
In providing these protection options, Cermati Protect partners with more than 10 leading insurance companies in Indonesia. The company stated that these partnerships will continue to be developed to offer an even more comprehensive range of protection for customers.
According to Juanri, the SQA 2026 award is not only recognition of service quality but also a reminder for the company to remain focused on the customer experience. “We dedicate this award to all our customers. It serves as a reminder that in every journey they take, peace of mind and comfort are our top priorities and the driving force behind our continuous service improvements,” Juanri concluded.