Digitalisation of Services Becomes a Focus for the Insurance Industry

REPUBLIKA.CO.ID, JAKARTA – The competition in the insurance industry is shifting from premium price and protection products to the quality of customer service. Insurance companies are racing to strengthen digital services and speed up responses to maintain customer loyalty amid many financial service options.

Behaviour changes among the public towards fast, easy, and responsive service are pushing firms to accelerate digitisation of services. Customers now consider not only product benefits but also ease of handling claims and seeking assistance.

PT Asuransi Tugu Pratama Indonesia Tbk or Tugu Insurance says it continues to strengthen digital-based customer service and improve the quality of service personnel to meet these needs.

Business Development Group Head Yudhi Ferraro said the company is now focused on building services that are more convenient and accessible to the public.

“Going forward, we will continue to strengthen the service approach through service values that prioritise trust, easiness, and friendliness in every interaction with customers. We want to ensure every customer has a comfortable, clear, and empathetic service experience,” Yudhi said in a statement on Friday (22/5/2026).

According to Yudhi, the strengthening of services is carried out through digital innovations and improvements in human resources so that customers receive faster assistance when experiencing trouble.

This effort has also helped Tugu Insurance win the Contact Center Service Excellence Award (CCSEA) 2026 again through the Call TIA service in the vehicle insurance category. The award is the sixth consecutive win for the company.