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All Journal Jurnal Akuntansi Keuangan Dan Perpajakan Jurnal Sahabat ISNU SU
Khairunnisa Silalahi
Universitas Islam Negeri Sumatera Utara
Religion Humanities Economics, Econometrics & Finance Law, Crime, Criminology & Criminal Justice

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Legal Protection for Insurance Policyholders Khairunnisa Silalahi; Fadilla Fadwa Zailani Tumanggor; Nurcholiza Adha; Madinatul Qarima; Ahmad Zhuhri
Jurnal Sahabat ISNU SU Vol. 2 No. 3 (2025): ISNU Sahabat Desember 2025
Publisher : ISNU Sumatera Utara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70826/jsisnu.v2i3.909

Abstract

To ensure certainty and security for insurance users in Indonesia, legal protection for policyholders is crucial. This study aims to determine available dispute resolution procedures, identify challenges faced, and assess legal protection measures for consumer policyholders. Using case studies and a legislative perspective, a normative legal research methodology was employed. Based on the research findings, legal protection for policyholders is regulated by the Financial Services Authority (OJK) regulations, Law Number 40 of 2014 concerning Insurance, and Law Number 8 of 1999 concerning Consumer Protection. However, customers still face several challenges in practice, including protracted and complicated dispute resolution procedures, imbalanced bargaining power, and a lack of understanding of policy terms. Court action or mediation are two options for resolving disputes. It is hoped that the presence of unambiguous legislative instruments will enable the best protection of customer rights and the development of a fair relationship between policyholders and insurance companies.
Analisis Peran Manajemen Operasional dalam Meningkatkan Kualitas Layanan dan Kepuasan Nasabah Pada Perusahaan Asuransi Nurhayati Harahap; Khairunnisa Silalahi; Nasywa Almira; Salsabila Lubis
Jurnal Akuntansi Keuangan Dan Perpajakan | E-ISSN : 3063-8208 Vol. 2 No. 4 (2026): April - Juni
Publisher : GLOBAL SCIENTS PUBLISHER

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Abstract

This study aims to analyze the role of operational management in improving service quality and its impact on customer satisfaction in insurance companies. Common issues in the insurance industry include service delays, complex claims processes, and inconsistent service delivery, which can reduce customer satisfaction levels. This research employs a qualitative approach using literature review and document analysis methods by examining various scientific journals, academic books, and relevant previous studies. The findings indicate that operational management plays a strategic role in enhancing service quality through the implementation of Standard Operating Procedures (SOPs), human resource training, service time management, service system digitalization, and service quality control. Effective operational management has been proven to improve service quality dimensions based on theSERVQUAL model, particularly reliability, responsiveness, assurance, empathy, and tangibles. These improvements in service quality directly contribute to customer satisfaction, as customers receive faster, more accurate, and more consistent services. Therefore, it can be concluded that strengthening operational management is an essential strategy for insurance companies to improve service quality and maintain customer satisfaction in an increasingly competitive service industry
Co-Authors Ahmad Zhuhri Fadilla Fadwa Zailani Tumanggor Madinatul Qarima Nasywa Almira Nurcholiza Adha Nurhayati Harahap Salsabila Lubis