Asuransi Astra wins Indonesia Customer Experience of the Year - General Insurance at Asian Experience Awards 2025

The company has shown exemplary efforts in transforming health insurance experience through digital innovation.

Asuransi Astra was honoured at the Asian Experience Awards 2025 for the game-changing initiatives of its corporate health insurance brand, Garda Medika.

Garda Medika has enhanced customer experience (CX) through digital innovation and an integrated service ecosystem. This move was prompted by the rising expectations from corporate clients, employees, healthcare providers, and internal teams in Indonesia’s health insurance landscape.

As manual claims, physical cards, and delayed reimbursements were no longer in sync with today’s lifestyles, the company implemented a holistic digital solution that was identified through surveys, feedback loops, and stakeholder workshops.

At the heart of this transformation is a fully integrated digital ecosystem. This includes the Garda Mobile Medcare App, which features the E-Card, a digital insurance card for instant hospital access; the E-Claim, which speeds up claim processing; the E

Consultation, where members can connect with doctors for remote consultations; and the Express Appointment, a pioneering feature in Indonesia, which allows members to book doctor appointments and consult directly—bypassing hospital queues and administrative procedures.

The initiative also has the GMA Applications, composed of self-service tools for healthcare providers and corporate clients. These technologies offer real-time dashboards, digital guarantee letters, and efficient enrolment tracking.

After the rollout of these innovations, the company experienced a significant boost in customer satisfaction amongst its members, providers, and clients. Claim processing became much more efficient, with most claims being paid promptly and guarantee letters issued in just a matter of minutes. Additionally, Garda Medika’s digital approach resulted in strong and sustained premium growth.
Built with scalability in mind, the company’s platform is ready to evolve with future needs. It is designed to integrate advanced analytics and personalised health insights.

The Asian Experience Awards serves as a platform that honours ingenious initiatives of creative companies. It gives the rightful recognition to those that deliver meaningful brand experiences to their stakeholders. 

The Asian Experience Awards is presented by Asian Business Review Magazine. To view the full list of winners, click here. If you want to join the 2026 awards programme and be acclaimed for providing meaningful brand experiences to stakeholders, please contact Marni Marco at [email protected].