Insurance Industry Accelerates Digital Transformation to Enhance Services
In the midst of rapidly advancing technology, all activities are now connected to it, from ordering food and transportation to online health consultations. This behavioural shift is also driving various industries to transform, including the insurance sector.
This is reflected in the Financial Services Authority’s (OJK) roadmap for 2023-2027, which emphasises the importance of enhancing competitiveness, expanding services, and optimising digitalisation to deliver services that are easier, faster, and closer to the public.
In line with this, PT FWD Insurance Indonesia has expressed its commitment to continuously developing technology-based innovations to meet current and future customer needs.
The company has developed various digital services to support operations and enhance customer experience. These services include e-policy, e-claim, digital customer service, and the FWD Omne app, which is used for policy management and features lifestyle tools.
Additionally, insurance products can be purchased through the WhatsApp platform to facilitate public access. This was explained by Slamet Riyoso, Director and Chief Technology & Operations Officer of FWD Insurance.
“For us, the application of technology is not just about efficiency or following current trends; we have made it a means to get closer to customers, where every innovation starts from customer needs to make the protection experience simpler, more comfortable, and relevant to daily life. Through a ‘digital at heart with human touch’ approach, we place customers at the centre of every transformation step undertaken by the company.”
Several digital initiatives by the company have also received recognition from various institutions through awards won in recent years. These include the Insurance Asia Awards for 2023 to 2025, the Asian Business Review Asian Experience Awards 2025, and the SWA Indonesia Customer Experience Champion Awards for 2023 to 2025.
In addition, the company received the SWA Indonesia Customer Service Champion Awards for 2024 and 2025, the Investortrust Best Unit Link Awards for 2024 to 2026, and the Kontan Qubisa Strategy into Performance Execution Excellence (SPEx2) Award 2025.