PERBAIKAN SISTEM PENANGANAN KLAIM SEBAGAI UPAYA PENINGKATAN PELAYANAN (STUDI KASUS : PT ASURANSI ASTRA BUANA)

• Main Author: Andajaya (NIM28196021), Triyoki
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/4620
• Institution: Institut Teknologi Bandung

<b></i>Abstract :</b><i><p align=\"justify\"> <br /> Insurance business in Indonesia is very rapidly growth lately. As a proof of this situation, we can see that there are so many insurance company was opened whether owned by government, private or even by foreign company. The growth of this business is very rapid as well as the growth rate of national economic. One of the successful private insurance company is PT Asuransi Astra. <br /> <br /> Customer satisfaction is the element that can not be separated from service that given by company to the customer by the time they claim on they insured property. This customer satisfaction has a lot of influence to the rate of renewal from existing insurance policy. <br /> <br /> Asuransi Astra still meets problems in the late of claim handling. One of the main factor that caused to the problem is because to many duplicated and non added value activities in claim handling procedure. <br /> <br /> The suggested solutions cover claim handle system and procedure whether direct or indirect insurance policy. Analysis result is procedure with some activity improvement such as simplification, modification and integration from non added value activity. <br /> <br /> The suggest solution of the problems is support by implementation planning and also conditions such as manager control and surveyor commitment doing their job.. This improvement hopefully will help to over come those problems and give satisfaction to the customer in claim handling. <br />