Information Asymmetry and Fragmentation of Responsibility in Vehicle Insurance Offerings by Sales Agents: Implications for Consumer Protection in Indonesia

Hamzah Robbani (Universitas Indraprasta PGRI, Indonesia)
Rahmat Dwi Putranto (IBLAM School of Law, Indonesia)

Jurnal Sipakatau
Vol. 3 No. 5 (2026): August

This study analyzes information asymmetry and fragmentation of responsibility in vehicle insurance offerings by sales agents and their implications for consumer protection in Indonesia. The issue arises from discrepancies between the information provided by sales agents and the actual insurance benefits received by consumers, indicating the presence of information asymmetry in transactions. This research employs a normative juridical method combined with a qualitative approach using a socio-legal design and embedded case study. The findings reveal that information asymmetry has become institutionalized within vehicle sales systems integrating insurance products through financing institutions. Furthermore, the involvement of multiple parties sales agents, dealers, financing companies, and insurance providers creates fragmentation of responsibility, resulting in unclear accountability in consumer protection. From a legal perspective, this condition may constitute a violation of consumer protection obligations, as well as breach of contract or tort under civil law. This study recommends strengthening regulatory frameworks, clarifying stakeholder responsibilities, and establishing effective ethical standards to ensure transparency, fairness, and accountability.