TASPEN accelerates claim services through digital transformation

PT TASPEN (Persero) has completed 99.97 per cent of claim payments within a maximum of one working day (H+1) after participant documents were declared complete up to May 2026, as part of efforts to accelerate services through digital transformation. This achievement was presented during a Hearing Meeting (RDP) with Commission VI of the Indonesian House of Representatives (DPR RI) and is supported by the development of digital services and the simplification of business processes to improve service quality for participants. Corporate Secretary of PT TASPEN, Henra, stated that the acceleration of claim settlement is part of the company’s service transformation aimed at providing ease of access, certainty, and speed of service to participants. “TASPEN continues to transform its services by prioritising ease of access, speed, and service certainty for all participants,” Henra said in a written statement on Thursday. According to him, this transformation strengthens TASPEN’s role as a social security provider oriented towards improving service quality through the use of digital technology. One of the innovations developed is TASPEN One Hour Online Services (TOOS), which allows the claim payment process to be completed within a maximum of one working day after all requirements are declared complete. Throughout January to May 2026, a total of 260,026 claim submissions, or approximately 81 per cent of total submissions, were made through digital channels, indicating increased utilisation of online services by participants. TASPEN has also developed a digital authentication service through the Andal by Taspen application. As of May 2026, a total of 3.2 million pensioner participants, or 99.12 per cent of the total pensioner participants, have authenticated through the application. This digital service is supported by data integration with the National Civil Service Agency (BKN), the Ministry of Finance, the Ministry of State Secretariat, the Directorate General of Population and Civil Registration (Dukcapil), and 46 TASPEN paying partners across Indonesia. Deputy Chairman of Commission VI DPR RI, Nurdin Halid, appreciated the transformation steps taken by TASPEN in improving service quality and strengthening corporate governance. “Commission VI DPR RI appreciates the efforts of PT TASPEN (Persero) in maintaining the sustainability of social security programme implementation for participants, improving service quality through digital transformation, and undertaking various corporate governance improvement measures amidst economic dynamics and challenges in the financial services industry,” said Nurdin. This service transformation is also reflected in the level of participant satisfaction. In 2025, TASPEN’s Customer Satisfaction Index (CSI) reached 98.7, categorised as ‘Very Satisfied’, continuing the trend of increasing participant satisfaction for four consecutive years. TASPEN stated it will continue to strengthen service transformation and corporate governance to improve service quality for participants and support the digitalisation of public services.