How to File Insurance Complaint with OJK in Indonesia
Learn how to file an insurance complaint with Indonesia's OJK, use consumer.ojk.go.id, LAPS, and BMAI for alternative dispute resolution on denied claims.
The Otoritas Jasa Keuangan (OJK) — Indonesia's Financial Services Authority — is the regulatory body overseeing all private insurance companies operating in Indonesia. If your insurer has denied a claim unfairly, delayed payment, or treated you in bad faith, the OJK provides a free, formal complaint mechanism with real enforcement power.
What the OJK Does
The OJK was established under Law No. 21 of 2011 to regulate, supervise, and protect consumers in Indonesia's financial services sector — including insurance, banking, capital markets, and finance companies.
For insurance consumers, the OJK's authority includes:
- Supervising all licensed insurance companies operating in Indonesia
- Receiving and facilitating resolution of consumer complaints
- Imposing sanctions, fines, and license restrictions on non-compliant insurers
- Overseeing alternative dispute resolution bodies for financial services
Importantly, OJK does not regulate BPJS Kesehatan or BPJS Ketenagakerjaan (those are government social security bodies governed by their own laws). The OJK covers private insurance companies only.
Before Filing with OJK: Try Internal Complaint First
OJK regulations require that you attempt to resolve your dispute internally with the insurer before filing with OJK. OJK Regulation No. 18/POJK.07/2018 on Consumer Protection sets the following timeline:
- Insurer must respond to your complaint within 20 working days
- Insurer must resolve the complaint within 40 working days
- If the complaint is complex, the insurer can extend by 20 more working days with notification
If the insurer fails to respond or resolve within these periods, or if their resolution is unsatisfactory, you can escalate to OJK.
How to File a Complaint with OJK
Option 1 — Online via consumer.ojk.go.id. This is the primary channel. You will need to:
- Register an account at consumer.ojk.go.id
- Select "Pengaduan" (Complaint)
- Choose "Asuransi" (Insurance) as the sector
- Fill in the complaint form with: insurer name, policy number, description of the dispute, and the resolution you are seeking
- Upload supporting documents: policy, denial letter, medical records, receipts, correspondence
- Submit and receive a tracking number
Option 2 — Call OJK Hotline 157. Available Monday to Friday, 8 AM to 5 PM WIB. You can report your complaint and receive guidance on next steps.
Option 3 — Email at konsumen@ojk.go.id. Send your complaint letter and attachments. Include the same information as the online form.
Option 4 — In person at OJK offices. OJK has its main office in Jakarta and regional offices in major cities (Surabaya, Bandung, Semarang, Medan, Makassar, Denpasar, and more). You can file in person at any regional office.
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What to Include in Your OJK Complaint
- Your full name, contact information, and KTP number
- Name of the insurer and your policy number
- Date of the denial and the reason given by the insurer
- Description of the dispute: what happened, what you claimed, why you believe the denial was incorrect
- Copies of all correspondence with the insurer (internal complaint, their response, or proof they did not respond)
- Copies of supporting documents: policy, denial letter, medical records, receipts
Always send certified copies, not originals.
The OJK Resolution Process
Step 1 — Acknowledgment. OJK confirms receipt of your complaint and assigns a case number.
Step 2 — OJK contacts the insurer. OJK sends a formal inquiry to the insurance company, which must respond within the OJK's specified timeframe.
Step 3 — Facilitation. OJK acts as a facilitator between you and the insurer. They may arrange calls or meetings to help both parties reach agreement.
Step 4 — Resolution or referral. If the insurer and consumer reach agreement, the complaint is closed. If not, OJK may refer the dispute to an alternative dispute resolution (ADR) body.
LAPS: Alternative Dispute Resolution for Financial Services
The Lembaga Alternatif Penyelesaian Sengketa Sektor Jasa Keuangan (LAPS-SJK) was established by OJK as the formal ADR body for all financial services disputes, including insurance. LAPS-SJK services include:
- Mediasi (Mediation) — free service, facilitated negotiation
- Adjudikasi (Adjudication) — free, binding on the financial institution for claims up to Rp 750 million
- Arbitrase (Arbitration) — for larger disputes
BMAI: Insurance-Specific Mediation Body
The Badan Mediasi dan Arbitrase Asuransi Indonesia (BMAI) is a dedicated insurance industry body offering mediation and arbitration. BMAI's services are:
- Free for consumers
- Available for disputes with all Indonesian-licensed insurance companies
- Binding on the insurer for mediation agreements
To use BMAI, file at bmai.or.id or visit their office in Jakarta. You will need to show that internal complaint and OJK facilitation have been attempted first.
Realistic Timelines
- OJK facilitation: 30 to 60 working days typical
- BMAI mediation: 30 working days typical
- BMAI adjudication: 30 to 60 working days
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