Complaint Service

Customers may report a complaint verbally or in writing, accompanied by the following supporting documents:
- Policyholder ID Card (KTP)
- Reporter ID Card (KTP)
- Supporting Evidence / Documents for Customer Complaint
The complaint will be recorded in the system and the documents will be analysed.
The complaint will be processed and a resolution will be sought; where possible, a discussion with the Customer will be conducted.

Incoming complaints will be followed up by the Consumer Protection Function.
Complaints will be followed up and resolved:
- verbally within a maximum of 5 (five) working days from the date the complaint is received;
- in writing within a maximum of 10 (ten) working days from the date all complaint documents are received in full.
If there is an extension of the complaint resolution period, the Company will notify the Customer in writing.

If the Customer feels that the resolution provided by Asuransi Raksa is not satisfactory, the Customer may continue the complaint resolution process through mediation with the Financial Services Authority (OJK) by reporting via the APPK application or through mediation with the Alternative Dispute Resolution Institution.

Type of Financial Transaction	Number of Complaints	Resolved		Unresolved		In Progress
Type of Financial Transaction	Number of Complaints	Count	%	Count	%	Count	%
General Insurance in the Form of Motor Vehicles (Conventional)	16	16	100%	0	0%	0	0%