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"ABSTRAKSkripsi ini membahas Analisis Manajemen Pengaduan pada salah satu Pelaku Usaha Jasa Keuangan di Indonesia yaitu PT. BNI Life Insurance yang ditujukan untuk mengetahui prosedur dan proses pelayanan, penanganan, dan penyelesaian pengaduan konsumen di Pelaku Usaha Jasa Keuangan tersebut. Penelitian ini diharapkan dapat dapat memberikan evaluasi dan rekomendasi untuk perbaikan proses pelayanan pengaduan dan menekan tingginya angka pengaduan konsumen di sektor Jasa Keuangan. Penelitian ini menggunakan pendekatan Post Positivist dengan teknik pengambilan data kualitatif. Teori yang digunakan pada penelitian ini adalah Teori Manajemen Pengaduan. Hasil penelitian menunjukan adanya temuan data pelayanan pengaduan yang melebihi jangka waktu yang diatur pada peraturan internal perusahaan dan ketentuan Otoritas Jasa Keuangan. Peneliti menyarankan agar PT BNI life Insurance dapat membuat suatu sistem yang dapat diakses secara aktif oleh konsumen untuk mengetahui sejauh mana pengaduan konsumen telah diproses dan sampai dengan pengaduan diselesaikan.

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ABSTRACTThe focus of this Thesis is to Analyze Complaint Management in one of Financial Service Institution in Indonesia that is PT. BNI Life Insurance purposing to explain about the complaint procedure and the process of complaint service, handling, and completion on related Financial Service Institution. This research expectation is to evaluate and recommend to enhance the complaint service process and to press the level of complaint in Financial Service Sector. This research is using Post Positivist approach with qualitative data gathering technique. Applied theory in this research is Complaint Management Theory. This research resulting a data founding indicate a length of complaint service exceed than applied period on internal company regulation and Otoritas Jasa Keuangan policy. Researcher suggested PT BNI Life Insurance to create a system that actively accessible by consument to know how far the customer complaint process progress until it being solved."

"Menanggapi isu unit link yang merebak pada tahun 2021, OJK menetapkan regulasi yang mengatur mengenai produk asuransi unit link, yaitu SEOJK Nomor 5 /SEOJK.05/2022, yang dianggap cukup transformasional. Munculnya SEOJK Nomor 5 /SEOJK.05/2022 menyebabkan seluruh perusahaan asuransi jiwa di Indonesia harus mengembangkan emergent strategies, karena beberapa intended strategies yang sebelumnya disusun terkena dampak dari adanya kewajiban mengimplementasikan regulasi ini, ditambah lagi kelonggaran waktu implementasi yang ditetapkan dari OJK cukup singkat. Penelitian ini membahas mengenai bagaimana beliefs system dan interactive control system diterapkan dalam menciptakan dan mendukung implementasi emergent strategies dalam menghadapi strategic uncertainties terkait kebijakan SEOJK Nomor 5 /SEOJK.05/2022 pada salah satu perusahaan asuransi di Indonesia, yaitu PT Asuransi Jiwa X. Dengan menggunakan pendekatan penelitian studi kasus kualitatif, data utamanya diperoleh melalui wawancara dan distribusi kuesioner. Hasil penelitian menunjukkan bahwa perusahaan berhasil dan sukses mengimplementasikan SEOJK Nomor 5 /SEOJK.05/2022 dan menghadapi segala strategic uncertainties yang berkaitan, karena penekanan yang kuat pada beliefs system, dan melakukan interactive control system secara efektif dan efisien dalam mengembangkan dan menerapkan emergent strategies, ditambah core values yang juga benar-benar mengakar pada budaya yang tercipta di dalam perusahaan. Mitigasi risiko telah dengan baik dilakukan serta berbagai faktor penghambat dan kendala yang muncul juga dapat dengan baik dikelola oleh perusahaan.

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In response to the unit link issue that broke out in 2021, OJK established regulations governing unit link insurance products—SEOJK No. 5 /SEOJK.05/2022, which is considered quite transformational. The emergence of SEOJK No. 5 /SEOJK.05/2022 had caused all life-insurance companies in Indonesia must develop emergent strategies, because several intended strategies that were previously prepared were affected by the obligation to implement SEOJK No. 5 /SEOJK.05/2022. In addition, the implementation time constraints were also quite short. This research discusses how beliefs systems and interactive control systems were applied in creating and supporting the implementation of emergent strategies in dealing with strategic uncertainties related to the SEOJK No. 5 /SEOJK.05/2022 at one of the insurance companies in Indonesia—PT Asuransi Jiwa X. Using a qualitative case study research approach, data was primarily obtained through interviews and questionnaires. The research result shows that the company succeeded in implementing SEOJK No. 5 /SEOJK.05/2022 and in responding the related strategic uncertainties were because of the strong emphasis on the beliefs system, and interactive control system that has been implemented effectively and efficiently, also core values which has rooted in the culture created within the company. Risk mitigation had been carried out well and various inhibiting factors and obstacles that arose could also had been well managed by the company."

"Pelayanan pengaduan pada masa pandemi menjadi sangat penting untuk dilakukan, yang tujuannya adalah membantu menjaga kualitas pelayanan publik yang diterima masyarakat. Dalam masa pandemi COVID-19, penyelenggaraan pelayanan publik, termasuk pelayanan pengaduan, memiliki tantangan tersendiri. Hal ini karena pemberlakuan berbagai kebijakan untuk menanggulangi penyebaran virus COVID-19. Salah satu lembaga negara yang memiliki tugas untuk mengawasi pelayanan publik dan menerima laporan masyarakat terkait pelayanan publik adalah Ombudsman RI. Sepanjang tahun 2020, Ombudsman RI hanya mampu menyelesaikan sebanyak 43,04% laporan masyarakat. Untuk menjaga kualitas pelayanan pengaduan Ombudsman RI agar tetap maksimal, dibutuhkan manajemen pengaduan. Penelitian ini bertujuan untuk mengetahui manajemen pengaduan Ombudsman RI pada masa pandmei COVID-19 ditinjau dari konsep Best Practice Complaint Management yang dikemukakan oleh Johnston dan Mehra (2002). Penelitian ini menggunakan pendekatan post-positivist dan pengambilan data dilakukan melalui wawancara dan studi pustaka. Hasil penelitian menunjukkan bahwa Ombudsman RI hanya memenuhi delapan dari dua belas dimensi Best Practice Complaint Management. Sedangkan dua dimensi lainnya belum terpenuhi secara optimal dan dua dimensi lainnya belum terpenuhi.

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Complaint services during the pandemic are crucial to help maintain the quality of public services received by the community. However, the execution of public services during the COVID-19 pandemic, including complaint services, has its challenges. These are due to the implementation of various policies to cope with the spread of the COVID-19 virus. In this case, Ombudsman RI exists as one of the state institutions in charge of public services supervising and receiving public reports related to public services. However, Ombudsman RI was only able to complete 43.04% of public reports throughout 2020. Therefore, complaint management is required to maintain the quality of the Ombudsman RI complaint service to remain optimal. This study aims to determine the complaint management of Ombudsman RI during the COVID-19 pandemic in terms of the Best Practice Complaint Management concept proposed by Johnston and Mehra (2002). This study uses a post-positivist approach, and data collection is carried out through interviews and literature study. The results showed that the Ombudsman RI only met eight of the twelve dimensions of Best Practice Complaint Management. While two dimensions have not been fulfilled optimally and the other two dimensions have not complied."

"Skripsi ini membahas perlindungan konsumen asuransi jiwa pembeli kendaraan bermotor melalui pembiayaan konsumen dengan studi kasus sengketa klaim asuransi jiwa PT Asuransi Jasindo. Penutupan asuransi jiwa kepada pembeli kendaraan bermotor melalui pembiayaan konsumen merupakan salah satu cara untuk menjamin lunasnya pembayaran angsuran kendaraan bermotor kepada perusahaan pembiayaan konsumen. Namun, pada pembelian serta proses klaim asuransi jiwa kepada perusahaan asuransi menimbulkan permasalahan hukum perlindungan konsumen, diantaranya perlindungan akan hak-hak konsumen asuransi jiwa pembeli kendaraan bermotor melalui pembiayaan konsumen selaku ‘konsumen akhir’ dalam asuransi jiwa. Selain itu, terdapat juga fasilitas pembayaran klaim melalui ex gratia kepada konsumen tertentu apabila klaim asuransi jiwa ditolak oleh perusahaan asuransi. Hal ini menyebabkan adanya perlindungan kepada konsumen tertentu dalam hal pembayaran klaim melalui ex gratia

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This thesis discusses about The Consumer Protection of Life Insurance of Motor Vehicles Buyer through Consumer Financing (Case Studies to Dispute of Life Insurance Claim PT Asuransi Jasindo). Coverage of life insurance to buyer of motor vehicle through consumer financing is one of alternatives way for ensuring keel installment payment for motor vehicle to consumer finance company. However, in process of buying and claiming life insurance of motor vehicle buyer through consumer financing create legal issues of consumer protection, inculuding the protection of the consumer rights of life insurance of motor vehicle buyer through consumer financing who as ‘end consumers’ in life insurance. Furthermore, there is ex gratia payment to selected consumer if life insurance claim rejected by insurance company. This causes protection to selected consumer in ex gratia payment."

"Tulisan ini menganalisis bagaimana tanggung jawab agen asuransi selaku field underwriter pada proses underwriting dalam perjanjian asuransi jiwa. Tulisan ini disusun dengan menggunakan metode penelitian doktrinal. Dalam kegiatan underwriting, pengungkapan segala fakta material yang berkaitan dengan objek yang diasuransikan memegang peranan penting dalam hubungan pertanggungan yang terbentuk antara penanggung dan tertanggung. Kewajiban pengungkapan tersebut dilandasi oleh sebuah prinsip yang dikenal dengan istilah utmost good faithsebagaimana diatur dalam Pasal 251 KUHD. Prinsip utmost good faith sejatinya meliputi 2 (dua) hal yaitu kewajiban untuk mengungkapkan fakta materiil (duty of disclosure) dan larangan memberikan informasi yang keliru (misrepresentation). Namun, dua hal tersebut banyak dijadikan dasar oleh perusahaan asuransi untuk melakukan penolakan pembayaran klaim kepada pemegang polis atas dasar adanya unsur pelanggaran utmost good faith. Padahal,fakta di lapangan menunjukkan bahwa tidak jarang kegagalan pengungkapan fakta tersebut justru terjadi karena kegagalan agen asuransi selaku field underwriter dalam melakukan proses underwriting. Hal ini sebagaimana tercermin dalam kasus sengketa asuransi antara Dahlan Sinambela melawan PT. AXA Mandiri Financial Services. Banyaknya penolakan klaim asuransi yang dilakukan oleh perusahaan asuransi atas dasar tertanggung telah melakukan pelanggaran terhadap prinsip utmost good faith dengan melakukan misrepresentation atau non-disclosure menjadi dasar bagi Penulis untuk melakukan analisis lebih lanjut terhadap peran agen asuransi yang bertindak untuk dan atas nama perusahaan asuransi dalam melakukan proses underwriting. Penelitian yang dilakukan Penulis menunjukkan bahwa adanya kecenderungan untuk mendistorsi muatan materi Pasal 251 KUHD sehingga seolah-olah peran penanggung atau agen asuransi dalam proses underwriting sepenuhnya pasif, padahal sejumlah prinsip, doktrin, dan peraturan-perundang-undangan nyatanya telah memberikan kerangka yang cukup untuk memastikan terciptanya keseimbangan hubungan antara penanggung dan tertanggung. Hal ini dalam memastikan adanya tanggung jawab bersama antara penanggung dan tertanggung dalam memastikan pertukaran informasi yang akurat dan lengkap selama proses underwriting.

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This thesis analyzes the responsibility of insurance agents as field underwriters in gathering information from potential policyholders during the underwriting process in life insurance contracts. This thesis is written using a doctrinal research method. In the underwriting process, the disclosure of all material facts related to the insured object plays a crucial role in the insurance relationship between the insurer and the insured. This disclosure obligation is based on a principle known as utmost good faith, as regulated in Article 251 of the Commercial Code (KUHD). The principle of utmost good faith encompasses two aspects: the duty to disclose material facts (duty of disclosure) and the prohibition against providing false information (misrepresentation). However, these two aspects are often used by insurance companies as grounds for rejecting claim payments to policyholders on the basis of a breach of utmost good faith. In practice, there are instances where the failure to disclose such facts occurs precisely because of the failure of insurance agents as field underwriters to gather information from potential policyholders. This issue is exemplified in the insurance dispute case between Dahlan Sinambela and PT. AXA Mandiri Financial Services. The high number of insurance claim rejections by insurance companies on the grounds that the insured has breached the principle of utmost good faith by misrepresenting or failing to disclose information is the basis for the author to conduct further analysis of the role of insurance agents acting for and on behalf of insurance companies in gathering information from potential policyholders during the underwriting process. The research conducted by the author shows a tendency to distort the contents of Article 251 of the KUHD, suggesting that the role of the insurer or insurance agent in the underwriting process is entirely passive. In contrast, various principles, doctrines, and regulations provide a framework to ensure a balanced relationship between the insurer and the insured. This thesis highlights the importance of a balanced approach in interpreting and applying the principle of utmost good faith in insurance contracts. It emphasizes the shared responsibility of both the insurer and the insured in ensuring accurate and complete information exchange during the underwriting process."

"Skripsi ini membahas tentang prinsip Utmost Good Faith dengan permasalahan bagaimana prinsip Utmost Good Faith diatur di dalam Hukum Asuransi Indonesia dan bagaimana aplikasi prinsip Utmost Good Faith di dalam polis asuransi jiwa PT. BNI LIFE INSURANCE berdasarkan Putusan Pengadilan Negeri Mojokerto Nomor 71/Pdt.G/2018/PN Mjk. Metode penelitian yang dipakai adalah metode Yuridis Normatif dengan jenis penelitian deskriptif dengan memaparkan keadaan hukum dan gejala yuridis. Data yang digunakan adalah data sekunder dan analisis data dilakukan secara kualitatif. Hasil dari penelitian adalah bahwa pertama, prinsip Utmost Good Faith untuk Tertanggung telah diatur di dalam pasal 251 KUHD dan Pasal 31 ayat (1) dan (2) di dalam UU 40 Tahun 2014 tentang Perasuransian untuk Penanggung. Kedua, Hakim di Pengadilan Negeri Mojokerto telah salah mengimplementasikan prinsip Utmost Good Faith untuk menghukum Penanggung dengan membuat pengertian yang berbeda daripada pengertian Utmost Good Faith di dalam asuransi pada umumnya. Hal dikarenakan hakim kurang memahami prinsip Utmost Good Faith di dalam hukum asuransi. Saran dari Penulis adalah, Tertanggung sudah seharusnya mengungkapkan dan tidak menyembunyikan fakta yang diketahui dalam proses underwriting, terutama apabila hal tersebut sudah ditanyakan di dalam proses underwriting, Penanggung dalam hal ini, sebaiknya mewajibkan medical checkup untuk calon tertanggung agar menghindari ketidaksesuaian fakta antara pernyataan tertanggung dengan kondisi kesehatan sebenarnya, untuk hakim, diperlukan penyuluhan ataupun pelatihan untuk mendalami hukum asuransi beserta doktrin-doktrinya, terutama prinsip Utmost Good Faith untuk menghindari kesalahan implementasi prinsip-prinsip hukum asuransi dalam memutus suatu perkara.

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This Undergraduate thesis will discuss on how Utmost Good Faith principle is regulated in Indonesian Insurance law and how is the implementation of Utmost Good Faith principle inside the life insurance policy of PT. BNI LIFE INSURANCE based on Mojokerto District Court Decision Number 71/Pdt.G/2018/PN Mjk. The method used here is Normative Juridical method with descriptive type of research by explaining the legal condition and juridical symptoms. The data used here is secondary data and the data analysis is using qualitative methods. The result from the research are that first, Utmost Good faith principle had been regulated for Insured party in article 251 Indonesian Commercial Code and article 31 paragraph (1) and (2) of UU No. 40 Tahun 2014 on Insurance for Insurer party. Second, the judges in Mojokerto District Court had wrongly implemented Utmost Good Faith principle by making different definition of Utmost Good Faith principle in Insurance law which generally known. This was the result of the lack of knowledge of the judges on Utmost Good Faith principle in Insurance law. The recommendation from the author is that the Insured party should have disclose and not concealing any fact he knew in the underwriting process, especially when he had been asked about those things. Insurer in this case, shall have mandated medical checkup for insured candidate to avoid facts discrepancies between Insured’s statement with the real medical condition. For the judge, there shall be course on understanding Insurance law and its doctrines, especially Utmost Good Faith principle to avoid wrong implementation of Insurance law’s principles in deciding a case."

"Pemerintah Provinsi DKI Jakarta memiliki 14 kanal online dan offline Cepat Respon Masyarakat (CRM) sebagai sistem pengaduan resmi yang saling terintegrasi. Seiring dengan munculnya pandemi Covid-19, pengaduan masyarakat terkait Covid-19 di DKI Jakarta meningkat. Pada tahun 2020, dari 137.776 pengaduan masyarakat yang masuk ke sistem CRM, 14.581 diantaranya merupakan pengaduan Covid-19. Dengan meningkatnya aduan Covid-19 di DKI Jakarta, penelitian ini bertujuan untuk mengetahui manajemen pengaduan Covid-19 pada sistem CRM DKI Jakarta menggunakan 12 dimensi dari teori best practice manajemen pengaduan. Penelitian ini menggunakan pendekatan post positivist, pengambilan data dilakukan dengan studi pustaka, wawancara mendalam kepada 7 informan, dan mengolah 989 sampel aduan. Hasil penelitian menyimpulkan bahwa manajemen pengaduan Covid-19 sistem CRM DKI Jakarta telah dilaksanakan dengan baik dengan memenuhi delapan dari dua belas dimensi yang ada. Terdapat tiga dimensi yang belum dilaksanakan secara optimal yaitu create closure, pengaduan sebagai isu strategis, dan sistem pengendalian internal. Selain itu, dimensi penghitungan biaya tindak lanjut aduan belum dilaksanakan pada sistem CRM DKI Jakarta karena pegawai menggunakan sistem shift kerja sehingga tidak ada biaya tambahan bagi pekerja lembur.

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Cepat Respon Masyarakat (CRM) is an official complaint system owned by the DKI Jakarta Provincial Government which has 14 online and offline complaint channels that are integrated with each other. Along with the emergence of the Covid-19 pandemic, public complaints related to Covid-19 in DKI Jakarta have increased. In 2020, amongst 137,776 public complaints that entered the CRM system, 14,581 of them were Covid-19 complaints. With the increase in Covid-19 complaints in DKI Jakarta, this study aims to determine the management of Covid-19 complaints in the DKI Jakarta CRM system uses the best practice theory of complaint management use twelve dimensions. This study uses a post-positivist approach, data collection is carried out by literature study, in-depth interviews with seven informants and processing 989 complaints samples. The results of the study concluded that the Covid-19 complaint management of DKI Jakarta's CRM system had been implemented properly by fulfilling eight of the twelve existing dimensions. There are three dimensions that have not been implemented optimally, namely create closure, complaint as a strategic issue, and internal control system. In addition, the dimensions of calculating the cost of following up complaints have not been implemented in the DKI Jakarta CRM system because employees use a work shift system so that there are no additional costs for overtime workers."

"Today insurance industry has now developed and get much attention by the public in line with the necessity to protect themselves and their property. As one of good reputation insurance company PT.BNI Life Insurance in expanding its business unit by establish a syariah division, which offering present product that had a place at public?s heart, namely Blife Investlink Syariah a unitlink insurance product. A promotion is one of the most effective strategy to sell company?s products, such as sales representative which presenting company?s product directly to customer while sales volume is measurable. As Rossiter proposed, the promotion were designed to stimulates direct purchase and to encourage the sales to go up rapidly and faster compares to avoid promotion ways. Promotion commingle had been conducted by PT.BNI Life Insurance during period of July 2007 to May 2008 for their product of Blife Invest link Syariah includes printing advertising media, personal selling, sales promotions, publicity, and sponsorship. PT.BNI Life Insurance has spent more cost in taking promotion to its products and demonstrate any influence to sales volume, namely based on linear regression calculation and in-depth interview result has shown that more costly promotion to spent, thus more sales volume to be achieved. Promotion commingle has many influence to towards sales volume improvements. Based on the calculation by using the Pollii and Cook methods, life cycle product?s phase that achieved by Blife Investlink Syariah products are come in"

"Complaint Handling atau penanganan komplain sebenarnya bukanlah hal yang baru dalam pemasaran jasa. Namun di dunia nyata, perusahaan khususnya penyedia jasa, seringkali melupakan arti penting sebuah pengananan keluhan dari konsumen. Hal tersebut perlu dicermati mengingat dampaknya yang relative besar mulai dari meningkatkan kepuasan pelanggan. Penelitian ini bertujuan untuk melihat pengaruh complaint handling dengan pendekatan mekanistik terhadap customer justice. Penelitian ini dilakukan dengan cara observasi dan penyebaran kuesioner kepada 100 orang responden yang merupakan pemegang kartu kredit BNI. Data yang dikumpulkan kemudian diolah dengan menggunakan SPSS 13.0, dengan cara olahan teknik analisis deskriptif, analisis validitas, analisisi reliabilitas dan analisis regresi. Hasil penelitian menunjukkan terdapat pengaruh antara penanganan complaint handling dengan pendekatan mekanistik terhadap customer justice.

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Complaint Handling or the handling of complaints is actually nothing new in marketing services. But in the real world, corporate service providers in particular, often forget the importance of a handling complaints from consumers. It should be observed because of the impact is relatively large ranging from improved customer satisfaction. This study aims to see the impact of complaint handling by the mechanistic approach to the customer justice. The research was conducted by means of observation and questionnaires to 100 respondents who are BNI credit card holders. The data collected and processed using SPSS 13.0, with a refined way of descriptive analysis techniques, analysis of the validity, reliability and analyze regression analysis. The results show there is effect between the handling of complaint handling by the mechanistic approach to the customer justice."