Transformation of Insurance Services, Focusing on Customer Needs and Trust
Customer expectations for insurance services are increasingly rising. Not only in terms of product quality, but also transparency, ease of access to information, and support that provides peace of mind at every stage. This shift demands that insurance companies not only act as providers of protection, but also as adaptive partners oriented towards customer needs.
In line with this shift, PT Asuransi Mitra Pelindung Mustika (MPMInsurance) has launched a new tagline, Protecting with Certainty, Accompanying with Heart. This step is intended to solidify its identity as a trusted partner for thousands of customers in Indonesia.
MPMInsurance’s Marketing Director, Poppy Panca, explained that this tagline is a reflection of the blend of technical competence and the company’s character.
“For us, building and maintaining customer trust is not just about meeting current needs, but also about how we can continuously support them in a sustainable manner,” she stated in an official release, quoted on Wednesday (8/4).
With this new identity, MPMInsurance reaffirms its focus on systems and processes that support reliable protection. The company emphasises that protection is not merely about technical or administrative aspects, but also ongoing support tailored to the real needs of individuals and corporations.
Poppy further explained that the tagline reflects the combination of technical competence and the company’s character. “Protecting with Certainty” demonstrates our competence in maintaining customer trust. Meanwhile, “Accompanying with Heart” reflects the commitment to being present in an empathetic and responsive manner.
“Our focus is not only on meeting current needs, but also on continuously supporting customers in a sustainable way,” said Poppy.
As part of implementing these values, MPMInsurance continues to strengthen its business strategy based on three main pillars: strengthening distribution, product innovation, and ecosystem optimisation.
The company is diversifying distribution channels by balancing the roles of agents, brokers, and direct business. Strengthening direct business reflects the increasing public trust in the MPMInsurance brand, while also being a step to expand competitiveness in the open market.
Secondly, developing innovative and relevant products that align with customers’ evolving lifestyles and needs. Thirdly, more integrated optimisation of the MPM Group and Saratoga ecosystem. The foundation of this strategy is supported by the company’s solid financial performance. Throughout 2025, MPMInsurance recorded a healthy financial position, with total assets stable at around Rp2 trillion. The Risk Based Capital (RBC) ratio is also maintained above 300%, far exceeding the minimum requirements set by the Financial Services Authority (OJK).
With the launch of this tagline, MPMInsurance is optimistic about continuing to raise service standards in the Indonesian insurance industry.
This figure demonstrates the effectiveness of the underwriting strategy and disciplined claims management, while maintaining a balance between business growth and prudent principles.
Poppy emphasised that the company’s future focus will be directed towards strengthening fundamentals and sustainable growth.