Jakarta –
Number of insurance customers THAT yesterday visited the AIA Central building. These customers want to meet with management and ask about the clarity of their problem.
Today, the fence of the AIA Central building is covered with barbed fences. Insurance Victim Coordinator Maria Trihartati revealed that currently there are only three representatives of AIA insurance victims in the building until 10:50 WIB.
Maria revealed that all customers were asked to leave the building until 00.00 WIB. But they did not get an explanation from the AIA.
“Until this afternoon, there was no AIA management with good intentions to contact or meet us. Even the pedestrian entrances and main roads have barbed wire installed. We have proven that this is how insurance companies respond to customer complaints,” he said when confirmed detik.com, Saturday (22/1/2022).
Answer AIA
Previously, the AIA had provided a response regarding this action. AIA Financial Director of Legal, Risk and Compliance, Rista Qatrini Manurung, said that AIA always respects and upholds freedom of opinion and aspirations in relation to complaints submitted to the company.
“We encourage every complaint and freedom of expression to be carried out properly and correctly, and not by pressure and coercion. Every customer complaint is taken seriously and handled by AIA Management,” he said.
Rista said that currently AIA’s operational activities are still running as usual. AIA Customer Care services continue to operate to serve customers, operating hours are Monday-Friday at 09.00-15.00 WIB. In addition, customers can also access My AIA at www.aia-financial.co.id.
Especially for groups of customers who are currently in the mediation process, AIA Financial appeals to submit complaints through SJK LAPS in accordance with applicable regulations. LAPS SJK provides an independent arbitration process to obtain the best decision for the parties.
LAPS is a dispute resolution institution that specifically handles disputes over financial service products, LAPS is the preferred forum for dispute resolution in the policy provisions. Mediation at LAPS is free of charge if the total disputed funds do not exceed Rp 500 million.
(kil/arab)
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