PT Asuransi Raksa Pratikara provides customers with a facility to submit complaints about our services. Detailed procedures for submitting a complaint can be seen in the flow below.
File your complaint verbally or in writing along with the required supporting documents.
We check the completeness of your identity and complaint evidence documents.
Your complaint is followed up and resolved within the defined timeframe.
The resolution outcome is communicated to you; OJK/APPK mediation is available if needed.
Customers may report a complaint verbally or in writing, accompanied by the following supporting documents:
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:
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 | |||
|---|---|---|---|---|---|---|---|
| Count | % | Count | % | Count | % | ||
| General Insurance in the Form of Motor Vehicles (Conventional) | 16 | 16 | 100% | 0 | 0% | 0 | 0% |
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