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

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The Urgency of Legal Protection for Policyholders in Insurance Disputes in Indonesia Nasywa Almira; Naya Salsabila; Lola Kesuma Pardosi; Syukur Hidayat Simatupang; Habib Hardimi Parhalim
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.v2i3.912

Abstract

Given the frequent occurrence of detrimental consumer conflicts such as claim rejections, late payments, and unclear policy interpretations, legal protection for insurance policyholders in Indonesia is a critical concern. The rights and obligations of the parties have been regulated in laws such as Law No. 40 of 2014 concerning Insurance and regulations of the Financial Services Authority (OJK), but their implementation and oversight still face significant challenges. This study uses a normative juridical method to investigate the obligations of insurance companies, the rights of policyholders, the roles of related organizations including the OJK, BPSK, and LAPS SJK in dispute resolution, and regulatory and implementation deficiencies in legal protection. The study's findings suggest that to provide efficient and fair legal protection, laws must be strengthened, consumer education must be expanded, and alternative dispute resolution procedures must be maximized. Therefore, strong legal protection can increase public trust in the insurance business and encourage its long-term expansion in Indonesia.
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 Habib Hardimi Parhalim Khairunnisa Silalahi Lola Kesuma Pardosi Naya Salsabila Nurhayati Harahap Salsabila Lubis Syukur Hidayat Simatupang