The Importance of Consumer Protection in Goods Delivery Insurance

Oct 13, 2025 by talynt.org 55 views

Consumer Protection of Insurance given by PT. TIKI NUGRAHA EKAKURIR PANDI in Delivery of Goods (Case Study at PT. TIKI Nugraha Ekakurir (JNE) Medan Branch)

Introduction

Insurance for Goods Delivery: A Crucial Aspect of Consumer Protection

Insurance for transporting goods plays a vital role in protecting goods transported by land, sea, or air. In Indonesia, the insurance industry is regulated by Law Number 40 of 2014 concerning Insurance. PT. TIKI Nugraha Ekakurir (JNE), one of the leading goods delivery service providers, has implemented transportation insurance to provide protection to its customers. However, in practice, problems arise related to consumer protection against insurance provided by JNE, especially in the case of loss or damage to goods during delivery.

Background of the Study

The Importance of Consumer Protection in Goods Delivery Insurance

Consumer protection is a critical aspect of goods delivery insurance. It ensures that consumers receive fair treatment and compensation in case of loss or damage to their goods during delivery. In Indonesia, the insurance industry is regulated by Law Number 40 of 2014 concerning Insurance. This law provides a framework for insurance companies to operate and provides protection to consumers.

PT. TIKI Nugraha Ekakurir (JNE) is one of the leading goods delivery service providers in Indonesia. The company has implemented transportation insurance to provide protection to its customers. However, in practice, problems arise related to consumer protection against insurance provided by JNE.

Methodology

Research Design and Methods

This study uses a qualitative research design to analyze the consumer protection of insurance provided by JNE. The study was conducted using normative methods through literature studies and empirical methods through interviews to obtain primary and secondary data. The data were analyzed qualitatively to identify the strengths and weaknesses of the consumer protection of insurance provided by JNE.

Results

Consumer Protection of Insurance Provided by JNE

The results of the study showed that although JNE provided protection to consumers through insurance, the process of submitting claims could be complicated and complex. In the case of loss of goods due to theft at Kualanamu Airport Medan, consumers are required to complete a strict claim submission file, in accordance with the procedures implemented by JNE with their insurance partners, PT. Adira Dinamika Insurance.

The study found that the lack of transparency and complete information regarding claim procedures can cause dissatisfaction and doubt on the part of consumers. In addition, the time of long claim processing, as well as difficulties in gathering the required documents, can worsen the situation for consumers who need compensation.

Discussion

Suggestions for Increasing Consumer Protection of Insurance Given by JNE

Based on the results of the study, the following suggestions are made to increase consumer protection of insurance given by JNE:

*** Increasing Transparency and Access to Information ***

JNE needs to provide clearer and easier to understand information about insurance claim procedures, including requirements, documents needed, and the claim processing timeline. This can be done through websites, brochures, or customer service services.

*** Facilitate the Claim Process ***

JNE can facilitate the claim process by providing online platforms for submitting claims and tracking claim status, as well as considering the use of technology such as e-signs to speed up the document verification process.

*** Speed Up Claim Processing Time ***

JNE and PT. Adira Dinamika Insurance need to work together to cut claim processing time, with a realistic and measurable target time.

*** Improving the Quality of Customer Service Services ***

JNE needs to provide responsive and professional customer services to consumers who submit claims, by providing easy access to communication channels and officers who are able to provide information and assistance needed.

Conclusion

Conclusion and Recommendations

By applying these steps, JNE can increase consumer protection of goods delivery insurance and build stronger trust among customers. This will help JNE to continue to grow and develop as a trusted shipping service provider in Indonesia.

Limitations of the Study

Limitations of the Study

This study has several limitations. The study was conducted in a single location, which may not be representative of the entire country. In addition, the study only focused on the consumer protection of insurance provided by JNE, and did not consider other aspects of the insurance industry.

Future Research Directions

Future Research Directions

Future research should focus on the following areas:

Conducting a nationwide study to determine the effectiveness of consumer protection of insurance provided by JNE.
Investigating the impact of consumer protection of insurance on the growth and development of the insurance industry in Indonesia.
Developing a framework for consumer protection of insurance that can be applied to other industries.

References

Law Number 40 of 2014 concerning Insurance.
PT. TIKI Nugraha Ekakurir (JNE) website.
PT. Adira Dinamika Insurance website.

Appendices

List of interviewees.
List of documents reviewed.
List of references cited in the study.
Q&A: Consumer Protection of Insurance given by PT. TIKI NUGRAHA EKAKURIR PANDI in Delivery of Goods (Case Study at PT. TIKI Nugraha Ekakurir (JNE) Medan Branch)

Frequently Asked Questions

Q: What is the purpose of consumer protection of insurance in goods delivery?

A: The purpose of consumer protection of insurance in goods delivery is to ensure that consumers receive fair treatment and compensation in case of loss or damage to their goods during delivery.

Q: What are the common problems faced by consumers in submitting claims for insurance provided by JNE?

A: The common problems faced by consumers in submitting claims for insurance provided by JNE include lack of transparency and complete information regarding claim procedures, long claim processing time, and difficulties in gathering the required documents.

Q: What are the suggestions made to increase consumer protection of insurance given by JNE?

A: The suggestions made to increase consumer protection of insurance given by JNE include increasing transparency and access to information, facilitating the claim process, speeding up claim processing time, and improving the quality of customer service services.

Q: How can JNE increase transparency and access to information regarding claim procedures?

A: JNE can increase transparency and access to information regarding claim procedures by providing clearer and easier to understand information about insurance claim procedures, including requirements, documents needed, and the claim processing timeline, through websites, brochures, or customer service services.

Q: What is the role of technology in facilitating the claim process?

A: Technology can play a significant role in facilitating the claim process by providing online platforms for submitting claims and tracking claim status, as well as considering the use of technology such as e-signs to speed up the document verification process.

Q: How can JNE improve the quality of customer service services?

A: JNE can improve the quality of customer service services by providing responsive and professional customer services to consumers who submit claims, by providing easy access to communication channels and officers who are able to provide information and assistance needed.

Q: What are the benefits of increasing consumer protection of insurance given by JNE?

A: The benefits of increasing consumer protection of insurance given by JNE include building stronger trust among customers, increasing customer satisfaction, and improving the reputation of JNE as a trusted shipping service provider in Indonesia.

Q: What are the limitations of this study?

A: The limitations of this study include the fact that it was conducted in a single location, which may not be representative of the entire country, and that it only focused on the consumer protection of insurance provided by JNE, and did not consider other aspects of the insurance industry.

Q: What are the future research directions?

A: Future research should focus on conducting a nationwide study to determine the effectiveness of consumer protection of insurance provided by JNE, investigating the impact of consumer protection of insurance on the growth and development of the insurance industry in Indonesia, and developing a framework for consumer protection of insurance that can be applied to other industries.

Conclusion

Conclusion

This Q&A article provides answers to frequently asked questions related to consumer protection of insurance given by PT. TIKI NUGRAHA EKAKURIR PANDI in delivery of goods (case study at PT. TIKI Nugraha Ekakurir (JNE) Medan Branch). The article highlights the importance of consumer protection of insurance, the common problems faced by consumers in submitting claims, and the suggestions made to increase consumer protection of insurance given by JNE.