<![CDATA[Digital transformation in the insurance industry is driving companies to adopt electronic systems, including the implementation of e-policies as a replacement for physical policy documents. This study aims to analyze the level of customer understanding of the e-policy system on the Sinar Mas Online Insurance application in Lhokseumawe branch. The research method used is a quantitative approach with data collection techniques through distributing questionnaires to 100 active customers. The results show that most customers are aware of the existence of e-policies, but still face obstacles in understanding their functions, legality, and how to access documents through the Sinar Mas Online application. Factors such as age, education level, and experience using digital services have been shown to influence the level of customer understanding. This study recommends the need for continuous education and the development of a more intuitive application interface to improve digital literacy and user convenience in accessing e-policies. These findings are expected to provide evaluation material for companies in improving their information systems and digital communication strategies for customers.]]>
Copyrights © 2025
