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 participants’ documents are declared complete, up to May 2026, as part of efforts to accelerate services through digital transformation.
The achievement was presented during a hearing (RDP) with Commission VI of the 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 said the acceleration of claim settlements forms part of the company’s service transformation to provide ease of access, certainty and speed of service to participants.
“TASPEN continues to transform its services by prioritising ease of access, speed and certainty of service for all participants,” Henra said in a written statement on Thursday.
According to him, the transformation strengthens TASPEN’s role as a social security provider focused on improving service quality through the use of digital technology.
One of the innovations developed is the TASPEN One Hour Online Services (TOOS), which allows the claim payment process to be completed within at most one working day after all requirements are declared complete.
From January to May 2026, a total of 260,026 claim submissions, or around 81 per cent of all submissions, were made through digital channels, indicating growing use of online services by participants.
TASPEN has also developed digital authentication services through the Andal by Taspen application. As of May 2026, 3.2 million pension participants, or 99.12 per cent of total pension participants, have completed authentication via the application.
The digital services are 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), as well as 46 TASPEN payment partners across Indonesia.
Deputy Chair of Commission VI of the DPR RI, Nurdin Halid, commended the transformation steps taken by TASPEN to improve service quality and strengthen corporate governance.
“Commission VI of the DPR RI appreciates the efforts of PT TASPEN (Persero) in ensuring the continuity of social security programmes for participants, improving service quality through digital transformation, and taking various steps to improve corporate governance amid economic dynamics and challenges in the financial services industry,” said Nurdin.
The service transformation is also reflected in participant satisfaction levels. In 2025, TASPEN’s Customer Satisfaction Index (CSI) reached 98.7 in the “Very Satisfied” category, continuing an upward trend in 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.