Maintaining Financing Quality: Home Credit Remains Prudent in Serving Customers

PT Home Credit Indonesia has reaffirmed its commitment to maintaining financing quality amidst the constantly changing landscape of the multi-finance industry.

Acting Chief Executive Officer of Home Credit, Sylvia Lazuarni, acknowledged that consumer expectations have shifted. With increasing smartphone penetration, the public now demands financing processes that are simple, fast, and frictionless.

However, for Home Credit, service speed must not compromise the principle of prudence in credit disbursement. According to Sylvia, the industry’s current challenge is no longer merely accelerating the credit approval process, but ensuring that access to financing remains healthy and sustainable for consumers.

“We always look at the trade-off between growth, profitability, and portfolio quality. But there is one more thing that is important to us, which is responsible lending,” Sylvia stated during the CNBC Indonesia Multifinance CEO Gathering 2026 in Jakarta on Tuesday (11/8/2026).

Sylvia noted that one of the company’s focuses is monitoring changes in consumer behaviour and evolving competition. To date, Home Credit has relied on new customer acquisition through goods financing at partner stores.

Although the entire credit application process has been digital and paperless since before the pandemic, new customers must still complete the transaction process in person, assisted by 6,000 Sales Agents spread across approximately 23,000 partner stores throughout Indonesia.

Currently, Home Credit’s services are available in more than 270 cities and regencies across Indonesia. In early 2026, Home Credit expanded its services in Eastern Indonesia by launching operations in Jayapura, Papua, complementing the company’s presence across major islands from Sumatra to Sulawesi.

A hybrid approach, combining digital technology with direct in-store assistance, serves as a differentiator for Home Credit in maintaining the quality of customer acquisition and underwriting. Currently, Home Credit’s credit approval process involves two steps.

First, customers apply for financing and obtain initial approval along with a credit limit via the My Home Credit application. Second, customers visit a store to purchase goods, at which point the company performs a further assessment based on several factors, ranging from the type and location of the store to the category of the product being purchased.

“(For example) a limit can be obtained first today. But when the customer arrives at the store, we still perform underwriting to determine the appropriate product offering. This can vary depending on the risk profile and the product purchased,” she explained.

Home Credit considers this process essential to ensure that customers’ repayment capabilities are maintained. The company noted that even after a customer has obtained a credit limit, Home Credit continues to conduct further checks on various data and the customer’s existing financial obligations.

“If we observe that a customer’s total obligations potentially exceed a healthy repayment capacity, we will make adjustments. This is part of our effort to maintain credit quality while simultaneously protecting consumers,” she said.

Home Credit acknowledged that the future challenge lies in finding a balance between meeting the public’s need for fast and easy services and maintaining the quality of the company’s portfolio. As of June 2026, Home Credit’s net Non-performing Finance (NPF) stands at 0.47%, which remains well below the 5% level set by regulators.

Moving forward, Home Credit will continue to evaluate various service innovations to remain relevant to increasingly digital market needs. However, the company ensures that the principle of prudent, responsible lending will remain the primary foundation for all its business developments.