ANALISIS PROSEDUR PEMBAYARAN PREMI DAN PENGAJUAN KLAIM ASURANSI KENDARAAN BERMOTOR DALAM MENINGKATKAN KEPERCAYAAN NASABAH PADA PT. ASURANSI RAMAYANA, TBK CABANG BANDAR LAMPUNG

Sri, Mulyani (2026) ANALISIS PROSEDUR PEMBAYARAN PREMI DAN PENGAJUAN KLAIM ASURANSI KENDARAAN BERMOTOR DALAM MENINGKATKAN KEPERCAYAAN NASABAH PADA PT. ASURANSI RAMAYANA, TBK CABANG BANDAR LAMPUNG. Diploma thesis, UIN Raden Intan Lampung.

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Abstract

ABSTRAK Industri asuransi memiliki peran penting dalam mengelola risiko keuangan akibat ketidakpastian, khususnya pada kendaraan bermotor yang merupakan salah satu aset vital masyarakat. Namun, dalam lima tahun terakhir, jumlah pemegang polis pada PT. Asuransi Ramayana Tbk Cabang Bandar Lampung mengalami penurunan. Kondisi ini menunjukkan adanya permasalahan yang perlu diperhatikan, salah satunya berkaitan dengan kualitas pelayanan, terutama dalam prosedur pembayaran premi dan pengajuan klaim yang berpotensi memengaruhi tingkat kepercayaan nasabah. Kepercayaan nasabah menjadi faktor kunci dalam keberlangsungan perusahaan asuransi, sehingga diperlukan sistem pelayanan yang jelas, transparan, dan mudah dipahami. Penelitian ini bertujuan untuk menganalisis Standar Operasional Prosedur (SOP) pembayaran premi dan pengajuan klaim, serta mengkaji peran kedua prosedur tersebut dalam meningkatkan kepercayaan nasabah.. Metode penelitian yang digunakan adalah pendekatan kualitatif dengan sifat deskriptif analitis. Teknik pengumpulan data dilakukan melalui observasi, wawancara, dan dokumentasi untuk menggali fenomena secara mendalam langsung di lapangan. Berdasarkan hasil penelitian dapat disimpulkan bahwa SOP Pembayaran Premi telah berjalan secara sistematis melalui berbagai metode seperti transfer bank (rekening virtual), pembayaran tunai di kantor, dan kartu kredit/debit. Proses verifikasi dilakukan secara transparan sesuai regulasi Otoritas Jasa Keuangan (OJK). SOP Pengajuan Klaim menerapkan prosedur yang berorientasi pada kecepatan dengan batas pelaporan maksimal 5 hari setelah kejadian. Perusahaan berkomitmen menyelesaikan ganti rugi atau menerbitkan Surat Perintah Kerja (SPK) dalam waktu maksimal 30 hari. Dinamika Kepercayaan dalam pembayaran dan kemudahan proses klaim secara langsung membangun persepsi positif nasabah. Penerapan prinsip syariah melalui akad tabarru’ dan mekanisme surplus underwriting pada unit syariah memberikan nilai tambah serta rasa keadilan bagi nasabah karena terbebas dari unsur gharar, maysir, dan riba. Secara keseluruhan, konsistensi perusahaan dalam menjalankan prosedur formal dan memberikan pelayanan prima menjadi kunci utama dalam mempertahankan serta meningkatkan kepercayaan nasabah di tengah persaingan industri asuransi. Kata Kunci: Premi, Klaim, Kepercayaan Nasabah, Asuransi Kendaraan Bermotor, Prosedur. ABSTRACT Financial risk arising from uncertainty, particularly in motor vehicles as one of the vital assets of society, has become increasingly important to manage. However, over the past five years, the number of policyholders at PT Asuransi Ramayana Tbk, Bandar Lampung Branch has declined. This condition indicates the presence of issues that need to be addressed, one of which is related to service quality, especially in the procedures for premium payment and claim submission that potentially affect the level of customer trust. Customer trust is a key factor in the sustainability of insurance companies; therefore, a service system that is clear, transparent, and easy to understand is essential. This study aims to analyze the Standard Operating Procedures (SOP) for premium payment and claim submission, as well as to examine the role of these procedures in enhancing customer trust. The research method employed is a qualitative approach with a descriptive-analytical nature. Data collection techniques include observation, interviews, and documentation to explore phenomena in depth directly in the field. Based on the research findings, it can be concluded that the SOP for premium payment has been implemented systematically through various methods such as bank transfers (virtual accounts), cash payments at the office, and credit/debit cards. The verification process is carried out transparently in accordance with the regulations of the Financial Services Authority (OJK). The SOP for claim submission applies procedures oriented toward efficiency, with a maximum reporting period of five days after the incident. The company is committed to completing compensation or issuing a Work Order Letter (SPK) within a maximum of 30 days. The dynamics of trust show that transparency in premium payment and the ease of the claim process directly build positive customer perceptions. The implementation of Islamic principles through the tabarru’ contract and the surplus underwriting mechanism in the sharia unit provides added value and a sense of fairness for customers, as it is free from elements of gharar (uncertainty), maysir (gambling), and riba (interest). Overall, the company’s consistency in implementing formal procedures and delivering excellent service is the key factor in maintaining and enhancing customer trust amid increasing competition in the insurance industry. Keywords: Premiums, Claims, Customer Trust, Motor Vehicle Insurance, Procedures.

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