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"ABSTRAKPerusahaan asuransi membutuhkan pengendalian internal dan manajemen risiko yang digunakan sebagai sarana pengendalian. Hal ini bertujuan untuk dapat melakukan kegiatan usahanya secara efektif dan efisein serta mengurangi adanya risiko yang dihadapi perusahaan. Penggunaan kerangka COSO ini akan dibandingkan dengan penerapan pengendalian internal yang dilakukan oleh PT.X pada proses klaim yang dilakukan oleh PT.X kepada tertanggung. Dari hasil perbandingan tersebut dapat diketahui bahwa PT. X telah memiliki manajemen risiko yang baik dan pengendalian internal yang memadai walaupun adanya kelemahan pada beberapa bagian tertentu.

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ABSTRACTInsurance companies require internal control and risk management that are used as a means of control. The purpose is to conduct its business effectively and efficiently and also to reduce risks that might be faced by the company. The use of this COSO framework will be compared with the application of internal controls performed by PT.X on the claim made by the insured costumer of PT.X. As a result of this comparison, it can be seen that, in spite of their few weakness in certain areas, PT. X already has a good risk management and its internal controls were also quite adequate."

"ABSTRAKPenyusunan skripsi ini adalah menggunakan metode penelitian perpustakaan dan lapangan.Tujuan dari pertanggungan adalah pengalihan resiko. Dalam rangka/konteks perjanjian kredit antara bank dengan nasabah, adakalanya bank pemberi kredit tersebut membuka perjanjian pertanggungan dengan lembaga pertanggungan kredit guna mencegah hal-hal atau kejadian-kejadian yang tidak tertentu dalam waktu perjanjian kredit berlangsung ataupun sesudah berakhirnya perjanjian kredit tersebut, tapi pihak penerima kredit tidak dapat mengembalikan kreditnya.Bantuan dalam bentuk pertanggungan kredit adalah dimaksudkan menjamin penggantian kerugian bagi bank sebagai akibat tidak dapatnya dibayar kembali kredit tersebut oleh nasabah bank yang bersangkutan.Perjanjian kredit antara bank dengan nasabah dan perjanjian pertanggungan antara bank dengan pihak lembaga pertanggungan (perusahaan asuransi) sangat penting, karena menyangkut suatu kepastian hukum baik dari segi perjanjiannya maupun segi jaminannya."

"ABSTRAKndustri asuransi merupakan sebuah bisnis yang memiliki potensi yang cukup besar di Indonesia, namun untuk mendapatkan kepuasan nasabah hingga memperoleh loyalitas sikap nasabah terhadap perusahaan bukanlah hal yang mudah ditengah ketatnya persaingan dengan perusahaan lain yang sejenis. Untuk itu penelitian ini bertujuan untuk mengidentifikasi dan menguji anteseden dari kepuasan dan loyalitas sikap nasabah pada industri asuransi jiwa. Anteseden kepuasan yang dianalisis meliputi product category knowledge, product complexity, dan anticipated regret; serta anteseden loyalitas nasabah meliputi trust, co-production, dan satisfaction. Objek penelitian ini adalah nasabah asuransi jiwa dari beberapa perusahaan asuransi jiwa di DKI Jakarta, serta responden yang dipilih adalah nasabah asuransi jiwa di DKI Jakarta yang memiliki polis aktif dan pernah melakukan transaksi polis asuransi baik melalui agen asuransi maupun kunjungan ke customer service pada perusahaan asuransi. Teknik analisis menggunakan SEM dan diolah menggunakan software Lisrel. Temuan menunjukkan bahwa product category knowledge berpengaruh secara positif dan signifikan terhadap kepuasan nasabah, sementara product complexity, dan anticipated regret tidak berpengaruh secara signifikan terhadap kepuasan; trust berpengaruh secara positif dan signifikan baik terhadap kepuasan maupun terhadap loyalitas nasabah, sementara co-production tidak berpengaruh secara signifikan baik terhadap kepuasan maupun loyalitas nasabah, dan kepuasan berpengaruh secara positif dan signifikan terhadap loyalitas nasabah asuransi jiwa.

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ABSTRACT

The insurance industry is a business that has considerable potential in Indonesia, but to get customer satisfaction to gain customer loyalty to the company is not easy amid intense competition with other similar companies. Therefore, this study aims to identify and analize the antecedents of customer satisfaction and loyalty in the life insurance industry. Antecedents of satisfaction analyzed include product category knowledge, product complexity, and anticipated regret; and antecedents of customer loyalty include trust, co-production, and satisfaction.The object of this research is life insurance customers from several life insurance companies in DKI Jakarta, and selected respondents are life insurance customers in DKI Jakarta who have active policies and have carried out insurance policy transactions through insurance agents and customer service visits to insurance companies. The analysis technique uses SEM and is processed using Lisrel software.The findings show that product category knowledge has a positive and significant effect on customer satisfaction, while product complexity, and anticipated regret do not significantly influence satisfaction; trust has a positive and significant effect on both satisfaction and customer loyalty, while co-production does not significantly influence customer satisfaction or loyalty, and satisfaction has a positive and significant effect on customer loyalty in life insurance."

"Nowadays, there are many diseases that are caused by weather and viruses. The govemment had an idea to solve the problem by cooperate with insurance that provided health insurance product, and one of the insurance was PT. MAA Life Assurance. When the insurance company sold the product, they accompanied by broker insurance. Broker insurance served as an intermediary between insurance and customer. Researcher tried to find out the correlation between satisfaction with loyalty of health insurance’s customer PT. MAA Life Assurance when the customer used insurance broker Services. The research used quantitative approach in order to have understanding and strong interpretation about a social phenomenon through research. The research was among descriptive research to described research object based on the fact notice from the sample research or as it is. Primary data gathering were acquired by spreading the questionnaires to discover consumer from respondents’ experience when they bought health insurance product from PT. MAA Life Assurance and used broker insurance Services. Secondary data were acquired by literature study to optimized theoretical framework in decided the purpose and goal of the research also the concept and other theoretical material in conjunction with research problem. The data analyses used multiple linier regression. Analysis result in the research concluded about there was a correlation between satisfaction with customer loyalty of PT. MAA Life Assurance’s Customer. Quality of product, price, and Services also gave contribution in loyalty customer."

"Tesis ini membahas program penjaminan polis asuransi berdasarkan peraturan perundang-undangan perasuransian dan Undang-Undang No. 4 Tahun 2023 tentang Pengembangan dan Penguatan Sektor Keuangan (“UU P2SK”) yang telah memberikan fungsi baru untuk melakukan penjaminan polis nasabah asuransi, yang harus dilaksanakan oleh Lembaga Penjamin Simpanan dalam jangka waktu 5 (lima) tahun sejak diundangkan. Permasalahan yang dibahas dalam Tesis ini adalah bagaimana pengaturan program penjaminan polis asuransi dalam peraturan perundang-undangan perasuransian dan UU P2SK serta bagaimana kesiapan Lembaga Penjamin Simpanan untuk melaksanakan fungsi program penjaminan polis asuransi. Metode penelitian yang digunakan adalah yuridis-normatif dengan bahan hukum primer dan sekunder, dengan teknik pengumpulan data melalui studi kepustakaan dan wawancara dengan analisis data secara kualitatif. Berdasarkan hasil penelitian, diperoleh kesimpulan bahwa sebelum diterbitkannya UU P2SK, pengaturan terkait program penjaminan polis hanya diatur secara singkat berdasarkan Undang-Undang No. 40 Tahun 2014 tentang Perasuransian dalam Pasal 53 ayat (1) sampai ayat (4), namun semenjak diundangkannya UU P2SK, pengaturan program penjaminan polis menjadi semakin lengkap. Kesimpulan lain adalah Lembaga Penjamin Simpanan telah melaksanakan persiapan program penjaminan polis yaitu menyusun roadmap yang memuat hal-hal yang harus dilaksanakan dengan target pelaksanaan dibagi per-tahun; melakukan beanchmark atau studi banding ke negara- negara lain yang telah memiliki lembaga penjamin polisnya sendiri; merancang RPP Program Penjaminan Polis, RPLPS tentang Pelaporan Perusahaan Asuransi, RPLPS tentang Penjaminan Polis Asuransi, dan RPLPS tentang Likuidasi Perusahaan Asuransi untuk selanjutnya akan diterbitkan di awal tahun 2024; melakukan pembentukan grup untuk menangani pelaksanaan program penjaminan polis; melakukan penyesuaian susunan dewan komisioner; dan melakukan program rekrutmen pegawai yang terdiri atas penerimaan lulusan baru dan penerimaan pegawai yang telah memiliki pengalaman kerja minimal 5 (lima) tahun. Saran yang dapat diberikan dalam penelitian ini adalah agar partisipasi dari ahli-ahli di bidang perasuransian dapat ditingkatkan dalam internal Lembaga Penjamin Simpanan melalui pelaksanaan rekrutmen terbuka agar pelaksanaan program penjaminan polis ditangani oleh individu-individu yang berpengetahuan baik di bidang perasuransian. Saran lainnya yakni agar persiapan yang dilaksanakan oleh Lembaga Penjamin Simpanan diawasi dengan baik oleh Otoritas Jasa Keuangan selaku lembaga yang mempunyai fungsi, tugas, dan wewenang pengawasan terhadap lembaga- lembaga keuangan termasuk perasuransian.......This thesis discusses the insurance policy guarantee program based on insurance laws and regulations and Law no. 4 of 2023 concerning the Development and Strengthening of the Financial Sector ("P2SK Law") which has provided a new function for underwriting insurance customer policies, which must be implemented by the Deposit Insurance Corporation within a period of 5 (five) years from its promulgation. The problems discussed in this thesis are how the insurance policy guarantee program is regulated in insurance laws and regulations and the P2SK Law and how prepared the Deposit Insurance Agency is to carry out the function of the insurance policy guarantee program as regulated in the P2SK Law. The research method used is juridical-normative using primary and secondary legal materials, with data collection techniques through literature study and interviews with qualitative data analysis. Based on the research results, it was concluded that before the issuance of the P2SK Law, regulations related to policy guarantee programs were only briefly regulated based on Law no. 40 of 2014 concerning Insurance in Article 53 paragraph (1) to paragraph (4), but since the promulgation of the P2SK Law, the regulation of policy guarantee programs has become more complete. Another conclusion is that the Deposit Insurance Corporation has carried out preparations for a policy guarantee program, namely preparing a roadmap containing things that must be implemented with implementation targets divided per year; carry out benchmarking or comparative studies to other countries that have their own policy insurance institutions; draft RPP Policy Guarantee Program, RPLPS concerning Insurance Company Reporting, RPLPS concerning Insurance Policy Guarantee, and RPLPS concerning Liquidation of Insurance Companies to be subsequently issued in early 2024; establishing a group to handle the implementation of the policy guarantee program; make adjustments to the composition of the board of commissioners; and carrying out an employee recruitment program consisting of accepting new graduates and recruiting employees who have a minimum of 5 (five) years of work experience. Suggestions that can be given in this research are that the participation of experts in the insurance sector can be increased internally at the Deposit Insurance Agency through open recruitment so that the implementation of the policy guarantee program is handled by individuals who have good knowledge in the insurance sector. Another suggestion is that the preparations carried out by the Deposit Insurance Agency be properly supervised by the Financial Services Authority as an institution that has functions, duties and supervisory authority over financial institutions including insurance."